Case Study – UK National Health Service
Our Client: A National Health Service Trust
The Debtor: An ex-employee of the Trust
Value of the debt: £7,332.17
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Approach
As always, we adopted a straightforward and methodical approach. The available documentation was reviewed to develop an exhaustive understanding of what the case looked like and the approach we would have to adopt. As with all NHS collection referrals, the following statement underpins everything we do in this area:
“CCICM is regulated by the Financial Conduct Authority (FCA) and adheres to the rigorous ‘Treating Customers Fairly’ policy, especially vulnerable people with mental health or financial issues. Our best-practice covers governance, compliance, and data protection – including the General Data Protection Regulation (GDPR)”
Challenges
The challenge here was to mediate between the NHS Trust and the customer, ensure the customer knew what the outstanding amount related to, and to work with both parties to come to an amicable agreement.
Success
Initially, the customer queried the value of the outstanding balance, and was also at odds with the Trust over exactly what the balance related to. We went back and forth between the client and the customer and finally garnered clarification, and their mutual agreement, on both the value and what the balance covered.
This resulted in a credit note for £308.49 being raised against the invoice.
This was followed, in quick succession, by the customer settling the remaining balance of £7,023.68 in full.
This positive outcome was achieved within 21 days of the Trust referring the case to CCICM.
Key Success Criteria
Our knowledge and experienced in working with and for the NHS.
Excellent negotiation skills, displaying patience and fairness, but with a firm resolve to be fair to both parties in getting the best outcome for our client
Benefits
- CCICM is the market leader in healthcare collections, with 80% of UK NHS Trusts, Health Boards and Private Hospitals as long-standing clients.
- The NHS Data Security and Protection has continually certified CCICM as the only Debt Collection Agency to be lawfully entitled to handle NHS patient data.
- Our approach is collaborative not adversarial.
- Improved cashflow.
- No reputational risk.
- Preservation of the ‘client-customer’ relationship.
About Us
- CCICM is a multi-award winning company.
- Over 35 years’ experience in managing credit control.
- We work for Governments, Banks, Accountants, Asset Based Lenders, Turnaround Professionals, Private Equity Firms, Multinationals, and SMEs.
- Headquartered in the UK with 90 partner offices worldwide.
- FCA authorised and regulated ISO27001 & 9001
- We have worked with and for the NHS since the company was formed – for over 35 years!
Our Pricing Model
- We operate on a contingency fee basis – ‘no win – no fee’.
- We do purchase debt portfolios and will consider each opportunity on a case by case basis.
