Supporting surgical consumable specialists for UK hospitals

The challenge

A medtech company faced significant operational challenges with an outsourced team managed by a generic managed service provider (MSP). The field-based team of Clinical Account Specialists, responsible for stock management across 11 hospitals nationwide, lacked basic logistical support, including company vehicles. This forced staff to rely on public transport or personal arrangements to travel between sites, which was inefficient for maintaining surgical stock levels.

The client sought a more professional management partner to improve staff support and ensure a smooth transition for existing team members. Having previously worked with CHASE, a Senior Manager at the company reached out to establish a partnership based on their experienceof CHASE’s high standards in people management and past success.

The solution

CHASE quickly facilitated a smooth transition of the two-person team under TUPE regulations. We immediately addressed the logistical failings of the previous MSP  by providing both specialists with new company cars, enabling them to travel efficiently between the 11 hospital sites they manage.

The project moved to a managed service model within the client’s Commercial Solutions Team. CHASE’s Project Manager provided an intensive initial induction to support the team with administrative processes, such as expenses and reporting. Once established, the management style moved to a 'light touch' monthly check-in, as requested by the client, while maintaining a direct line of communication for any immediate queries.

The team's daily responsibilities include:

• Surgical consumable management: Conducting weekly site visits to replenish surgical stock and ensuring enough supplies are available for scheduled surgeries.

• Account administration: Billing and replacing lenses, performing monthly 'Lens Bank' scans to audit consignment stock, and providing KPI reports to hospitals.

• Technical support: Acting as the primary point of contact for customer queries and managing the return or replacement of company-owned machinery and equipment.

The outcome

The transition resulted in a more motivated and efficient field team. By removing logistical barriers and providing professional management, the team can now focus on maintaining surgical consumable levels in hospital surgical departments.

The client has reported high levels of satisfaction with the responsiveness and support provided by CHASE. The partnership has successfully professionalised the service, ensuring that hospitals have the lenses and equipment they need without the previous management difficulties.

"Phil has been incredibly responsive and the support we’ve received from CHASE so far has been great. Any queries are quickly dealt with. We always have a direct line to CHASE."

Senior Manager Business Transformation