You said, we did
Thank you for taking the time to complete our latest Viewpoint survey. We love hearing about your experience with us and we’re delighted to share more about the actions that have happened as a direct result of your feedback.
In our latest survey you asked for more clarity around pay rates and methods. We aim to support you with your chosen pay method and we always endeavour to secure you the best rate of pays. We review each assignment on a case by case basis and negotiate with your best interests at heart, while working in line with our clients’ budgets.
To ensure information is transparent from the start for you, we are:
- Providing extra training to our payroll and support teams, to ensure your queries are dealt with quickly and effectively.
- Providing key information documents to you upon registration, illustrating a breakdown of any applicable deductions.
- Sharing FAQs on our website, which includes information on our payroll and timesheet process and direct engagement.
- Providing details on each direct engagement platform, if applicable to your booking.
- Sharing our informative payment guide for agency workers, view here.
- Producing a video to inform you of the various pay methods that are available through Pulse – watch out for it coming soon!
We recently launched our new telephony service, to ensure call reaches the right team, the first time. In addition to the new system, we’ve undertaken call coaching with our teams, and we have processes in place to ensure we answer your calls quickly. These activities support our efforts to provide the level of service you receive, when calling Pulse. In July, we answered all calls within 17 seconds, which is testament to the new system and the effort of our teams.
How you want us to communicate with you is important. That’s why we’re proactively seeking your preferred method of communication to further improve our customer service. If you haven’t been asked this question yet, you can give your preference here.
You asked to communicate with us via SMS message, so we’re pleased to announce that two-way texting will be implemented imminently. This will allow us to send and receive messages from you. A great example of how your feedback is shaping our service.
We want to support you with the best work opportunities that match your career goals. As an NHS approved framework agency, we have access to over 1500 vacancies. We do our best to match your preferences to these vacancies, but we acknowledge there’s always room for improvement. With this in mind, we are investing in technology to enable us to match your requirements to live vacancies faster.
We are also working on a project to improve the visibility of priority vacancies, which will enable us to share the information with you faster and more efficiently.
Don’t forget, you can also use the search function on our website to view our live vacancies.
Your satisfaction with our timesheet and payment processes increased from 63% to 74% in the latest Viewpoint results, but we acknowledge your comments regarding some direct engagement challenges. With so many different online portals in use by the NHS, we agree at times it can be hard to keep up. Following your feedback, we have:
Delivered direct engagement training to our teams in order to provide you with the knowledge and support you need.
Appointed dedicated direct engagement specialists to support you when using these platforms.
Continued to work closely and build relationships with both our clients and the third-party direct engagement providers, to ensure your payment process is as easy as possible.
We have unrivalled experience of working with direct engagement over the years, which enables us to continue to support both you and our clients, ensuring deadlines are met by all parties.
To contact our sales support team directly, please call us on 01992 305604, option 3.
It’s great to hear that so many of you are extremely satisfied with the support you receive from Pulse; we pride ourselves on our values and we are driven by excellence. This was reflected by the scores you gave in our latest survey, where the ease of working with Pulse increased to 83% from the previous survey.
We received numerous comments of individual recognition in our latest survey, thank you! We continue to share your kind words with the individuals and their teams.
Your experience is important to us. That’s why we continue to address all constructive feedback and identify service improvements. Please continue to share your feedback with us via Viewpoint as it really does make a difference.
Please look out for our next survey, which is due to be sent in early September.