Central Manchester University Hospitals NHS Foundation Trust

10 November 2014

Easing income collection and increasing cash flow using Capita's payment solutions

In December 2009 the Trust introduced Capita payment solutions and by increasing the ease with which payments are taken is already seeing tangible benefits and efficiency savings.

The background

The Trust achieved Foundation status in January 2009 and comprises Manchester Royal Infirmary, Saint Mary's Hospital, Royal Manchester Children's Hospital, Manchester Royal Eye Hospital and University Dental Hospital of Manchester. With over 8,500 members of staff, the Trust treats more than a million patients each year.

The challenge

Whilst the majority of patients are receiving NHS treatment for which there is no charge, there are a significant number of private patients, particularly in areas such as dental work or laser and surgical vision correction, from who payment is collected. For any Trust, securing timely payment of invoices is a constant challenge, but one which is considerably aided where as well as by cash and cheque, payments can also be taken by credit or debit card, either face-to-face or with card details being given over the telephone or via the internet.

The solution

In late 2009, the Trust went Live with Paye.net (browser-based income collection tool), Income Management and Secure Bureau Service from the Capita Payment Management portfolio. This supports face-to-face card payments using accredited Chip and PIN devices at five locations within the Trust and also card payments over the telephone where the patient provides details to a member of the cash office staff, who processes the payment on the cardholder's behalf.

Next Steps

With the Capita solution constantly evolving, other options are now being considered…
Currently, batches of invoices are raised by various departments across the Trust and have to be manually input one at a time. Auto Invoicing will allow a batch to be imported and all systems updated in a single automated process, leading to considerable savings in time and removal of dual input, which carries the inevitable risk of keying error.

About Capita's Managed Service

Capita's highly secure and established managed service portfolio includes a range of products to process card payments via the Internet, touch tone, SMS text, speech recognition and on-site Chip & PIN. Managed by a dedicated team, the solution is used by over 190 organisations who each month process around 1.6 million payments with a total value of more than £130 million.

View the full Central Manchester University Hospitals Trust case study.