• "ELFS continually deliver an efficient, high quality and innovative shared service solution. They have provided good, cost effective support to the Trust since 2002 and have remained flexible in their approach throughout."

    Jonathan Wood, Director of Finance, East Lancashire Hospitals Trust

  • "ELFS Shared Services delivered the project on plan an to budget. They handled with minimal disruption the complexitiesof migrating two Foundation Trusts simultaneously"

    Stuart Hunter, Director of Finance and IT, Royal Bournemouth and Christchurch NHS Foundation Trust

  • "This is the first shared service arrangement the Service has ever entered into so it has been a very important and considered decision. We will be working very closely with ELFS and Advanced to ensure a smooth transition and long-term success"

    Amanda Cant, Deputy Director of Finance, London Ambulance Services Trust

  • "The main benefits of automated expenses system is the speed of reimbursements to claimants, the lack of paperwork and the ability for staff to be able to access the system to update their claims from any location."

    ELFS Client Comment

  • "ELFS Shared Services have been both efficient and professional in creating a seamless migration of services; the workflow solution offered has negated any location issues. We have seen marked Improvements with Key Performance Indicators."

    Andrew Hopkins, Director of Finance and Deputy Chief Executive, Norfolk & Suffolk Mental Health NHS Foundation Trust

  • "Our transition to ELFS Shared Services was handled in a very efficient and professional manner. Support has been excellent and we look forward to a long and productive relationship with them."

    Annette Capper, Head of HR, Coventry & Warwickshire Partnership Trust

  • "Just a note of appreciation for a job very well done in the transition from in house to ELFS Shared Services, if I'd have known it could be done so smoothly I would have done it years ago."

    Tony Whitfield, Director of Finance, Salford Royal Foundation Trust

  • "ELFS Shared Services provides highly professional and innovative financial services that respond to the needs of the Trust."

    Peter Hoyle, Acting Director of Finance and Information, Calderstones Partnership NHS Foundation Trust

  • "The support provided by the whole ELFS team during the time of transition and PCT closedown is a testament to the professionalism, the can do attitude and the very high standards that they set themselves as a service. Thank you very much for your support."

    Kirsty Hollis, Deputy Chief Finance Officer, NHS East Lancashire Clinical Commissioning Group

  • "ELFS Shared Services have provided an efficient shared service solution since April 2012; they remain responsive to all our needs and have ensured the transition of our services was professionally delivered."

    Andrew Goodwin, Deputy Director of Finance, Poole Hospital NHS Foundation Trust

  • "ELFS highly professional support and expertise ensured that the transfer of our payroll and pensions service was not only effectively managed but also enabled us to improve and transform our internal processes and capacity. The first few months of working in partnership with ELFS has already brought benefits to the Trust in terms of payroll accuracy, reduced error rates and savings."

    Lisa Ward, Head of Human Resources, North West Ambulance Service NHS Trust

Client Feedback Scores

Client Director of Finance Net Promoter Scores

In November 2014 we undertook a survey across all our client Directors of Finance and HR Directors to ascertain how likely, on a scale of 1-10 would they if asked, recommend our services to other Directors of Finance and HR Directors in the NHS.

The results outcome was an average of 9.25 out of 10. This score is further supported by the client testimonials included in our brochure.  
 
100% of clients would recommend ELFS to another NHS Trust Executive Director.
 

NHS Organisation

Would you recommend ELFS to another NHS Executive Director?

On a scale of 1-10, where 10 is high how would you rate ELFS as a provider?

Salford Royal NHS Foundation Trust

Yes

10

East Lancashire Hospitals NHS Trust

Yes

10

NHS East Lancashire CCG

Yes

10

Bournemouth & Christchurch NHS Foundation Trust

Yes

10

Calderstones Partnership NHS Foundation Trust

Yes

10

NHS Blackburn with Darwen CCG

Yes

9

Norfolk & Suffolk Mental Health NHS Foundation Trust

Yes

7

North West Ambulance Service Trust

Yes

9

Poole Hospital NHS Foundation Trust

Yes

9

London Ambulance Service Trust

Yes

8

Coventry & Warwick Partnership Trust

Yes

9

100%

Av 9.25

  
For our electronic brochure please click on the link below.

ELFSBrochure.pdf 

ELFS Shared Services Customer Satisfaction Survey

Results October 2013

1.0 Overview

ELFS Shared Services consistently strives to bring all its client organisations a first class service; we continuously monitor and compare our performance against the highest best practice benchmarks..

In order to further improve our services we provided our service users the opportunity to complete an online satisfaction survey. The aim of the survey was to develop a better understanding of customers and their personal rating and assessment of the financial services they receive from ELFS

The survey was created using several of the service categories which ELFS benchmarks itself against. The service categories were Accessibility, Responsiveness, Helpfulness, Technical and Interpersonal Skills, Delivery, Website Usage/Evaluation, Reliability, Quality and Overall Satisfaction.

2.0 Service Categories

All completed surveys were extracted from the system and work began to analyse the information. The eight survey categories were based around the user experiences from the seven internal departments, Payroll, Expenses, Helpdesk, Accounts Payable, Business Systems Support, Financial Accounting and Credit Control. The questions for each department are shown below.

ACCESSIBILITY

How easy do you find it to contact ELFS, either by email, phone or website with a query during the hours you need them?

RESPONSIVENESS

How well do you rate the overall time taken to answer your question and resolve your issue?

HELPFULNESS

How well do you rate ELFS helpfulness in handling your calls or emails?

TECHNICAL AND INTERPERSONAL SKILLS

How well do you rate ELFS ability to understand your needs and assist in resolving your problem in a courteous and professional manner?

DELIVERY

How well do you rate ELFS ability to communicate its services and provide friendly support and advice?

WEBSITE USAGE/EVALUATION

How easy do you find it to locate and use the ELFS website?

RELIABILITY & QUALITY

How do you rate ELFS ability to provide timely and accurate information first time?

The replies received have been analysed  the overall satisfaction level is indicated below.

OVERALL SATISFACTION - Overall, how satisfied are you with the services provided by ELFS?

Accounts Payable

Credit Control

Expenses

Financial Accounts

Helpdesk

Payroll

Systems

Response %

Response %

Response %

Response %

Response %

Response %

Response %

Very Satisfied

22.7

66.7

44.1

25.0

44.6

32.3

16.0

Satisfied

63.6

33.3

47.3

50.0

48.2

54.9

65.6

Dissatisfied

13.6

0.0

5.4

25.0

6.3

10.5

12.9

Very Dissatisfied

0.0

0.0

3.2

0.0

0.9

2.3

5.5

3.0 Outcomes

Feedback from the survey is extremely useful and will  be used to inform the functional service areas where improvement plans can be invoked to deliver better services to our clients in the future.