Service management tool delivers the goods for hospital patients

April 6, 2009


Delivery of medical products for patients with some of the most complex conditions is being improved thanks to the introduction of new service management software at Baxter Healthcare.

The company, which supplies thousands of medical products and services to almost every hospital in the UK, has installed House-on-the-Hill’s SupportDesk solution to log and track customer and patient feedback.

Our previous in-house designed system needed an upgrade and we were looking for something that not only policed itself but would capture customer and patient feedback in the one system said Jason Mercer-Pottinger, Baxter’s UK Head of Customer Service. Our consultant recommended House-on-the-Hill and we didn’t investigate any other solution because we were impressed with our first look.

The new system helps make sure deliveries are complete, on time, made to the right place and are in good condition. Products include vaccines, dialysis, anaesthesia and plasma products, blood collection and processing systems, saline drips and high end pharmaceuticals . Many are often supplied in bulk to hospitals and wholesalers but are also delivered directly to patients at home.

Among patients treated with Baxter products are those suffering from haemophilia, cancer, immune disorders and kidney disease.

Constantly efficient delivery is vital to our customers and patients, and introduction of the new tool is aimed at maximising customer satisfaction, Jason Mercer-Pottinger added.

The solution is being used mainly by Baxter UK’s customer service teams in Compton, near Newbury, and Northampton.

House-on-the-Hill’s own customer support has been fantastic. They have been very helpful, Mercer-Pottinger said.

Founded in 1993, Manchester-based House-on-the-Hill ( has customers in some 40 countries.

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