At the NHS Workforce Alliance we work with around 1,000 suppliers across our full portfolio of workforce staffing and support framework agreements. Our supplier relationship programme across this extensive network ensures we are ideally placed to understand the needs and challenges of the supply market. We help trusts establish robust supplier relationships, which supports the efficiency and productivity targets of the NHS.
This checklist shares insights gathered from our team of regional workforce and procurement specialists who regularly engage with our supplier network and the NHS trusts that we support.
Strategies for trusts to help support effective supplier relationships
1. Set clear KPIs and document expectations
Clearly defined and documented key performance indicators (KPIs) and expectations help avoid misunderstandings and ensure that trust and supplier are on the same page. This includes outlining deliverables, timelines, quality standards, and any other critical requirements. Responsibilities outlined in KPIs and contracts must be clearly understood and adhered to.
2. Schedule regular performance review meetings
Regular performance review meetings are essential for monitoring KPIs and achieving productive outcomes. Include relevant stakeholders from departments such as finance and procurement to ensure a fully comprehensive discussion.
3. Maintain open, honest, and consistent communication
Effective and regular communication enables issues to be raised promptly and resolved effectively, preventing escalations
4. Timely payment of invoices
Timely payment of invoices builds trust and reliability, and supports suppliers in operating their business effectively. With increasing costs, adhering to payment terms is especially critical for smaller or niche suppliers, who are vital contributors to the NHS market. Be clear at the outset on your invoicing processes, query processes, approval deadlines and requirements.
5. Understand what a beneficiary notice is and is not
A beneficiary notice is generated and issued to suppliers when a framework access agreement is completed. They are used to inform suppliers of the intended use of their services and to clarify under which specific framework agreement the services are being requested. A beneficiary notice is not a legally binding document and does not guarantee any level of business to the supplier. It should not be confused with a contract. If in doubt when to complete a contract, call off or order form, please contact the Alliance for guidance.
6. Include the framework reference in communications
A simple one, but one that is often overlooked – always include the framework reference in any communication to avoid any doubt regarding the terms and conditions.
7. Request a complete breakdown of charges
A breakdown from the supplier of the total charge rate ensures transparency and accountability. This should be in line with the Temporary Work-seeker Pricing Structure as set out on the framework agreement, and could include any statutory cost that is relevant (except for the framework management fee, which is not a direct cost to trusts).
Temporary Work-seeker Pricing Structure from the framework spec:
- 12.1 The charge rate for a Temporary Work-Seeker consists of:
- 12.1.1 The pay to the Temporary Work-Seeker
- 12.1.2 WTR (Working Time Regulations) to cover payments for holiday
- 12.1.3 Pension Cost
- 12.1.4 Employers National Insurance (NI) contribution
- 12.1.5 Health and Social Care Levy (if applicable)
- 12.1.6 Apprenticeship Levy (where applicable)
- 12.1.7 Supplier Fee
- 12.1.8 any other statutory cost that is relevant. This however must not include the Framework Management Fee.
8. Provide constructive feedback
Providing constructive feedback to suppliers, especially when requested, helps ensure they continue delivering the service you require whilst making any necessary adjustments.
9. Don’t be afraid to ask
Gaining insights from a supplier’s perspective can be incredibly valuable. They can identify market trends and issues, offering support to enhance the services they provide. Therefore, don’t hesitate to seek advice.
10. Escalate concerns to the NHS Workforce Alliance
Issues that are not resolved promptly can be escalated to the Alliance for resolution as we are here to support both trusts and suppliers.
By implementing these strategies you can strengthen your relationships with your suppliers. Fostering more successful partnerships ultimately contributes to better care for our NHS patients.
If you would like support with any of these points, please don’t hesitate to request advice from one of our workforce specialists by completing the form on our contact page.