Customers
Nuffield Health serves a variety of customers with a wide range of needs and goals – including individuals, healthcare professionals, employers, insurers and public bodies.
Nuffield Health embraces this diversity and the challenge it presents. We aim to reach as many people as possible through a variety of channels. In all cases Nuffield Health has a single objective: to improve the consumer’s experience of healthcare.
During 2007, an estimated 750,000 people benefited from our services: from yoga classes through diagnostic scans to major surgery. We:
• Met the health and fitness needs of over 235,000 regular members and many thousands of people accessing facilities on a pay-asyou- go basis
• Conducted over 50,000 health and wellbeing assessments
• Provided 89,000 patients with physiotherapy
• Provided 19,000 patients with treatment in our mobile theatres and endoscopy units
• Conducted 45,000 MRI and CT Scans
• Working with consultant partners, provided treatment for more than 330,000 patients in the hospitals, including:
- 80,000 people who benefited from improved mobility and reduced pain as a result of hip, knee and other orthopaedic procedures
- 15,000 people who benefited from improved sight as a result of ophthalmic procedures, such as cataract replacements
- Over 500 people who received surgical treatment to address severe obesity, many of whom would not have been able to access treatment through the NHS
Professionals and organisations
Additionally, we must consider the needs of healthcare professionals and various organisations who are also, directly or indirectly, our customers.
• Employers, who increasingly wish to improve the health of their employees, perhaps to reduce absenteeism or as part of their social responsibility agenda, in addition to providing a benefit to
their employees
• GPs wanting access to high quality diagnostic and treatment services for their patients with good communication and minimum hassle
• Consultants seeking a reliable, supportive base for their private practice and, in many cases, a business partner with whom they can work to increase business and share control
• Private Medical Insurance companies looking for a provider who can provide a level of service to policyholders that reflects well on the insurer, whilst ensuring good value for money
• Primary Care Trusts looking for ways to improve services to their local population by increasing access and reducing waiting times
For each of these customers we are continuing to develop our account management capability to maximise our responsiveness and our ability to add value to the partnership. Working with these partners, we can deliver more care to more people. Although the requirements of our different customer types vary, the single objective of delivering and continuously improving the delivery of healthcare remains constant.
