23 Jun 2009
NHS Direct has achieved certification to Customer Contact Association (CCA) Global Standard © across its 35 contact centres in England, chalking up a new record as the largest multi-site accreditation ever undertaken by CCA.
NHS Direct is the first NHS organisation to successfully achieve this certification. It comes after 22 months of hard work to ensure that our organisation’s disciplines and framework met the required standards.
As part of the process, 50 members of staff were deployed as ‘CCA Champions’ to ensure that NHS Direct had consistent standards across the country.
Patrick Clarke, Head of Programme Management Office and Risk for NHS Direct, who led the programme said: ‘This was a huge achievement for us after nearly two years of challenging but rewarding work. Not only are we the largest multi-site accreditation, but we are also the only NHS organisation to be accredited, both of which are massive achievements which could not have been met without the dedication of our CCA champions and support from senior management.’
CCA Global Standard © is the only industry standard that supports the core standards for telephone services set by the Department of Health. Eventually, telephone services that do not attain this accreditation will not be able to provide services to the NHS.
Anne-Marie Forsyth, Chief Executive of CCA, said: ‘The certification is a true reflection of the commitment and drive demonstrated by NHS Direct in delivering consistency, efficiency and continual improvement within its operation.
This achievement supports CCA’s overall objective of improving the quality and standard of operations for the customer, the employee and the organisation.
The team at NHS Direct are a credit to the organisation indicating a level of commitment to delivering customer excellence that should be commended.’
NHS Direct has been promoting best practice and sharing knowledge attained through the certification process with NHS 24 in Scotland and NHS Direct Wales, as well as other public sector bodies.
NHS Direct’s programme team will also gain invaluable insight by working in partnership with Department for Work and Pensions (DWP), HM Revenue and Customs (HMRC), and Job Centre Plus Directorate.
A celebratory event on 9 July at NHS Direct’s Milton Keynes contact centre will be attended by all those involved, including NHS Direct Chief Executive, Nick Chapman, our Chair, Joanne Shaw and the CEO of CCA, Anne Marie Forsyth, to officially award NHS Direct with their certification and thank all staff involved.
