Service Improvement - Fix not fire!

A large (c70,000 members), extremely complex, DB arrangement across two schemes being administered by a well-established and one of the larger TPAs.  

The client was dissatisfied with the quality of services. Through our ‘fix not fire’ approach we supported the development of a recovery dashboard that split activity into three broad areas:

     Hygiene – aspects that the provider should deliver as part of their contractual commitments. 

     Enhancement – elements of service that the client wished to develop.

     Project – one off, additional, project activity that needed to be delivered better.

A set of acceptance criteria was also developed that allowed the Trustee Board to understand how it would quantify success and to make rational decisions based on facts. Through close management of these activities and the setting of realistic six and 12 month targets, the TPA has now been retained and is working towards steady-state BAU.

This demonstrates our ability to measure the performance/risk across a broad spectrum of areas from a TPA, report in a concise and clear way to the Trustee and help the Trustee make informed decisions in the best interests of the members.