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Customer Story

NHS Supply Chain Unifies User Experience and Engagement with NAVEX

“With NAVEX, we are building a more future-proof solution based on what a good compliance framework looks like by leveraging their expertise, ensuring best practices and investing in modern, streamlined capabilities.”


Available in

Industry

Healthcare

Employees

500+ employees

Location

England and Wales

Hospital hallway with medical staff, including doctors and nurses, walking in both directions. The corridor is bright and modern, with glass doors and white walls, creating a clean and professional environment.

About the company

With seven national distribution centers, NHS Supply Chain’s role is to source, deliver and supply healthcare products, services and food for NHS trusts and healthcare organizations across England and Wales. By working in collaboration with the healthcare system and suppliers, NHS Supply Chain provide cost-efficient, resilient and clinically assured products that are responsive to frontline needs. Using its scale and reach, the organization delivers value at a national level on behalf of the whole healthcare system. Services range from invoice consolidation to demand planning, and the development of sustainable supply chains, saving system partners time and resources.

A person in blue medical scrubs and white shoes walks down a hospital hallway, pushing a hospital bed or gurney. The scene appears bright and clinical.
The challenge

Meeting current and future needs in an evolving environment

In 2021, NHS Supply Chain launched its new vision and strategy. To make it easier to put patients first, they embarked on a multi-year transformation program to design and deliver a new operating model while investing significantly in updated technology, processes and capabilities.  

NHS Supply Chain’s Risk, Compliance and Assurance team recognized their existing Quality Management System (QMS) was not able to meet the evolving needs of the business, including the enhanced user experience the growing number of colleagues expected. They also wanted to future-proof their QMS.  

After a full procurement process and market review, NAVEX was selected as the platform capable of meeting their requirements. NHS Supply Chain already had a relationship with NAVEX using the NAVEX One platform for whistleblowing and incident management and knew they were able to deliver the system requirements at pace. They now needed a risk and compliance partner who could meet current and future needs, especially with an evolving business model and regulatory landscape. Martin Fisher, Quality and Corporate Compliance Manager for NHS Supply Chain shared, “Our mantra is to make it easy for our colleagues to engage with us, providing a user centric, and engaging experience – especially as Corporate Compliance isn’t everyone’s primary role. Our overarching goal is to increase engagement at every level, through content and systems that support a culture of compliance. We wanted to provide colleagues with a great compliance experience, all under one roof.”

Two healthcare professionals, one in blue scrubs and one in a white coat, discuss information on a laptop in a modern medical office. The person standing looks focused while the seated person gestures at the screen.
The solution

A one stop shop for corporate compliance

NHS Supply Chain initially partnered with NAVEX for incident management solutions, but later realized the value of having a partner with “a multi-solution, industry leading platform, that is backed by expert knowledge, capable of delivering rich insights, and an engaging user experience,” Martin shared.

What made NAVEX the system and partner we wanted to work with, was their ability to provide a
solution that meets our requirements using one system, a one stop shop for corporate compliance.

NHS Supply Chain

Martin Fisher
Quality and Corporate Compliance Manager

In addition, “NAVEX provides us with insights, webinars, and other thought leadership perspectives which enable us to stay on top of the industry, see where we’re positioned, and provide greater context for our reporting and insights. That’s a real value-added benefit.”  

In terms of implementation, the NAVEX Professional Services team helped NHS Supply Chain get up and running in a very short timeframe. “Professional Services was very flexible, provided a slick user experience and after only a couple of meetings to set us up, we were ready to go,” Martin shared. “It’s easy to become dogmatic in this business, the support and guidance provided by Professional Services and how they challenge the status quo and highlight capabilities that would enhance our user experience, made it a valuable, two-sided conversation. They have the deep domain knowledge to help us understand what’s been successful before.” 

Furthermore, the later addition of NAVEX’s Risk & Governance solution delivered the flexibility and configurability needed to support current compliance needs and future growth. The pressure to unify key risk data, streamline compliance processes and deliver clearer reporting to executives drove them to explore other NAVEX solutions.  

The team rolled out the audit module and began reconfiguring the EthicsPoint interface to match their evolving brand and tone. They also launched the compliance module, manually inputting mapped controls and policies into a centralized system. NAVEX’s benchmarking capabilities helped them position their performance in context, both internally and industry wide. With strong buy-in and a clear roadmap, NAVEX’s Risk & Governance solution is becoming a central pillar of their compliance operations.

A doctor in a white coat sits at a desk, using a laptop. A stethoscope hangs around their neck, and a clipboard with forms and a pen is on the desk.
The result

A scalable platform with real‑time visibility into risk and compliance

Having the suite of NAVEX solutions on a single platform interface, NHS Supply Chain are already seeing a cultural shift and a greater, more holistic focus on compliance. Their user feedback has been extremely positive so far. “By using one platform, we’re seeing greater collaboration which drives a more streamlined user experience and enables our teams to turn quality and compliance activities around faster.”  

Another benefit for NHS Supply Chain is their ability to use data and insights to produce annual reports for their Audit & Risk Committee that highlight their oversight capabilities and the delivery and impact the improvement made while promoting transparency, to all colleagues at every level. These insights also help NHS Supply Chain plan assurance activities.  

Martin shared, “Our partnership with NAVEX has already started to deliver benefits, during the configuration phase the Professional Services team has been excellent in helping configuring the system to meet our need not just giving a good sales pitch and ‘off you go’ with an out-of-the-box solution.”

We have continuous access to expertise and industry best practices in terms of building a
comprehensive compliance framework. NAVEX makes it an easy process to build, implement and
measure outcomes.

NHS Supply Chain

Martin Fisher
Quality and Corporate Compliance Manager

NHS now has a scalable platform that offers real-time visibility into risk and compliance. By unifying controls, policies and regulatory data, they can quickly assess what’s been reviewed, tested, or needs attention. Executive reporting has improved, and the platform enables more intelligent, faster decisions. While adoption is ongoing, the further inclusion of NAVEX IRM shows clear value with streamlined processes and more substantial alignment. The shift away from fragmented manual systems is already driving better oversight and transparency.

Powered by NAVEX Risk & Compliance solutions

Learn more about the products that help NHS Supply Chain future-proof their program.

  • Product

    Whistleblowing Software & Solutions

    NAVEX whistleblowing software solutions and AI-powered compliance tools help you capture concerns, meet global regulations and turn feedback into risk insights.

    Learn more

  • Product

    Policy Management Software | PolicyTech

    NAVEX One Policy & Procedure Management software is a centralized solution that automates policy creation, approvals, distribution, attestations and tracking.

    Learn more

  • Product

    COI Disclosure Management Software

    Manage COI and related disclosures with configurable workflows, real-time updates and reporting with NAVEX One Disclosure Management software.

    Learn more

  • Product

    Integrated Risk Management Software

    Identify, assess and manage business risk with NAVEX’s integrated risk management platform. Unify risk, compliance and governance across your organization.

    Learn more

Compliance doesn’t have to be complicated. 

Ready to take the next step in your risk and compliance journey?

Strengthen your risk and compliance program with NAVEX One

NAVEX One helps organizations manage risk, strengthen compliance programs, and connect governance, risk and compliance activities in one platform. 

Share a few details and a NAVEX expert will: 

  • Schedule a brief 15-minute call to understand your organization’s priorities
  • Answer initial questions and discuss your goals
  • Arrange a personalized NAVEX One demo tailored to your needs

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