The Somerset Cancer Register

Somerset NHS Foundation Trust is a large hospital providing healthcare services in Somerset. It manages a number of hospitals providing mental health, community, and acute hospital care across the county. The Somerset Cancer Register (SCR) is a part of this trust and a software team has developed a total cancer management solution. So successful is this software that over 110 trusts in England have adopted the solution.

Solutions from Efecte:

  • Contract management 
  • Customer Lifecycle Management 
  • Product management 
  • Customer Service Management (ticketing)
  • Service Level Management
  • Self-Service for customers

 

Key benefits:

 

  • Fit-for-purpose workflows for Customer Service processes
  • Full visibility to customer contacts
  • Full visibility of customers' products & versions
  • Customer Service Dashboards and SLA reporting
  • Work integration between teams

 

The SCR web application is designed to collect patient data to help healthcare professionals manage the patient’s pathway, for managers to track and monitor pathway progress and for patients to receive results at follow-up. Key features Include:

 

  • Multidisciplinary package
  • Clinical Nurse Specialist module
  • 13 datasets to cover all tumour sites

 

  • Seamless integration with clinical systems
  • Electronic transfers for tertiary referrals
  • Personalised follow-up management
  • Flexible reporting

The Challenge: Somerset Cancer Register had outgrown its existing service management system

SCR needed a solution that focused on Its customer base and customer needs

The Somerset Cancer Register had been using some features of the internal service management system, which was used to support staff requests. Changes to meet SCR needs were limited and data captured wasn't useful to help the business plan and provide integrated workflows for the customer.

SCR, as a small business, were looking for a solution that would allow flexible business-to-business interactions and manage the customer queries and teams’ workload as well as providing a customer portal.

 

 

As an increasing number and a variety of stakeholders are involved, the Somerset Cancer Register also wanted a solution that would grow with them, one that would be fast to deploy, flexible, and cost-effective.

Having an open mindset and an innovative attitude, the SCR started to look for a solution that would eventually serve several of their business areas.

 

 

 

 

“I had doubts about having an ITSM solution to solve our challenges. We were happily surprised that Efecte solutions offered everything we were looking for now and in the future.“

Roger Robe

Service Delivery Manager, The Somerset Cancer Register

The Solution: Replacing the existing ITSM solution with Efecte for Software Service Management & beyond

With Efecte, a 360 view of the customer is now available to all SCR team members: contract, contact details, support history (all incidents and requests), and customer products.

As part of Phase 1 of the implementation, SCR now has the transparency of their customer's operational environment, key contacts, incidents, service requests, and contract status.

The Efecte solution is integrated with the existing  DevOps system to improve streamlining of bugs which brings transparency between different teams.

As often, Efecte customers value the flexibility the Efecte software solutions offer. This was also the case with Somerset Cancer Register. who ended up replacing the existing ITSM solution with Efecte (19 ITIL OOTB practices) for their Service Management System.

Contract management Using Efecte Solution to serve customers has meant SCR uses this module for business management. Quotes and contracts are now issued and captured within the system providing another piece of knowledge to the team who are supporting the customers t 110 customers

 

Customer Lifecycle Management Using Efecte Solution for managing the Software Lifecycle at customer premises. This includes installation, upgrades, additional products and decommissioning. Also, the different environments (Test and Product) and version management at customer premises are now managed with Efecte.

 

Product management Using Efecte Solution for Managing NHS Healthcare Products (Version Management

The future: Streamlining the service to the multiple stakeholders and end-users

As Efecte is seen as a holistic system, Somerset Cancer Register is exploring opportunities in expanding Efecte into its other business areas, so that the full benefits of a Single Platform Solution can be fully celebrated. Exploring the opportunities for other enterprise-wide processes – one platform solution to run a whole business!

 

Ruth McCarthy, SCR Operations Manager "We chose Efecte because it offered a solution that was flexible and highly capable of meeting the majority of our needs as a small business. We were impressed by how well Efecte listened to our needs and tailored the discussions and team knowledge to our business requirements. We were not just another tender! The solution is now serving the purpose it was built for.

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