Overseas Healthcare Services - Cost Recovery key performance indicators

##Dataset Description 
In line with Standard 10 of the Central Digital and Data Office (CDDO), this dataset provides performance data for the Overseas Healthcare Services - Cost Recovery Service.  

The dataset includes metrics such as Completion Rate and Digital Take-up for submissions of secondary healthcare treatment costs for overseas visitors from European Union (EU) and European Free Trade Association (EFTA) countries. These submissions are made to the NHS Business Services Authority (NHSBSA) by Overseas Visitor Managers (OVMs) and their teams at hospital Trusts across the UK.  

Additionally, the dataset incorporates findings from the Customer Satisfaction Survey, which evaluates the end-to-end service experience.  

Key Metrics:  

__Total Transactions:__ The total number of treatment costs successfully submitted to the NHSBSA.  
__Completion Rate:__ The percentage of submissions marked as 'Completed' relative to those 'Started'.  
__Digital Take-up:__ The proportion of transactions conducted via digital channels, calculated as digital transactions divided by total transactions from all channels.  
__Cost Per Transaction:__ Not applicable (N/A).  
__Customer Satisfaction:__ Based on responses from OVMs to the Customer Satisfaction Survey. Responses are scored from 1 to 10, with scores of 7-10 considered positive.  

<h2>Overview of Service</h2>
<p>This information pertains to ‘Overseas Visitor Managers’ (OVMs) and their teams, who operate within secondary healthcare provider settings across the UK. One of their key responsibilities is to report treatment costs incurred by overseas visitors from EU and EFTA countries to the NHS Business Services Authority (NHSBSA). Acting as the UK’s competent authority, the NHSBSA processes these costs and claims them back from the patient’s Member State country, with the purpose of ensuring financial reimbursement for the benefit of the UK taxpayer.</p>

<h2>Dataset Details</h2>
<!-- Expander 1 -->
<details class="nhsuk-details">
    <summary class="nhsuk-details__summary">
        <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Data Source</span>
    </summary>
    <div class="nhsuk-details__text">
<p><strong>Total Transactions</strong>&nbsp;&ndash; NHSBSA Data Warehouse<br /><strong>Completion rate</strong>&nbsp;&ndash; Google Analytics<br /><strong>Digital Take-up</strong>&nbsp;&ndash; N/A (Digital only service)<br /><strong>Cost Per Transaction</strong>&nbsp;&ndash; N/A<br /><strong>Customer Satisfaction</strong>&nbsp;&ndash; NHSBSA Customer Insight database</p>
</div>
</details>

<!-- Expander 2 -->
<details class="nhsuk-details">
    <summary class="nhsuk-details__summary">
        <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Data Collection</span>
    </summary>
    <div class="nhsuk-details__text">
<p><strong>Completion rate &amp; Digital Take-up</strong>&nbsp;&ndash; based on digital submissions through a bespoke&nbsp;<a href="https://report-overseas-visitor-treatments.nhsbsa.nhs.uk/login">online portal</a>.<br /><strong>Cost Per Transaction</strong>&nbsp;&ndash; N/A<br /><strong>Customer Satisfaction</strong>&nbsp;- collected from customer satisfaction (CSAT) surveys completed by staff working in Overseas Visitor departments.</p>
    </div>
</details>

<!-- Expander 3 -->
<details class="nhsuk-details">
    <summary class="nhsuk-details__summary">
        <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Time Periods</span>
    </summary>
    <div class="nhsuk-details__text">
        <p>The data will be reported on per Month but published in quarterly instalments, e.g. FY 2023-2024 Q1.</p>
<p><strong>Completion Rate</strong>&nbsp;&ndash; From March 2024<br /><strong>Digital Take-Up</strong>&nbsp;&ndash; From March 2024.<br /><strong>Cost Per Transaction</strong>&nbsp;&ndash; N/A.<br /><strong>Customer Satisfaction</strong>&nbsp;&ndash; From August 2024*</p>
<p>*CSAT data will be updated in line with planned CSAT survey distributions as follows; an initial survey was sent out in August 2024 (replies were received and collated during September 2024) and the same pattern will follow annually thereafter.</p>
</details>

<!-- Expander 4 -->
<details class="nhsuk-details">
    <summary class="nhsuk-details__summary">
        <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Geography</span>
    </summary>
    <div class="nhsuk-details__text">
        <p>United Kingdom.</p>
    </div>
</details>

<!-- Expander Statistics -->
<details class="nhsuk-details">
    <summary class="nhsuk-details__summary">
        <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Statistical Classification</span>
    </summary>
   <div class="nhsuk-details__text">
<p>Management Information – This is not an official statistic.</p>
    </div>
</details>

<h2>Caveats</h2>
<div class="nhsuk-inset-text">
  <h3 class="nhsuk-u-font-size-32">Cost Per Transaction</h3>
  <p>The service is currently not in a position to publish the cost per transaction metric. We are analysing the data to ensure that we are confident about the data that is published. We aim to update this dataset with the final metric in due course, we will provide updates when available.</p>
</div>
<div class="nhsuk-inset-text">
  <h3 class="nhsuk-u-font-size-32">Google Analytics</h3>
  <p>Google Analytics data is only captured for users that accept all cookies when arriving on the NHSBSA website. It cannot collect data about a user's visit if they reject cookies. Therefore, the completion rate data will only be based on users who have accepted cookies.</p>
</div>
<div class="nhsuk-inset-text">
  <h3 class="nhsuk-u-font-size-32">Customer Satisfaction Survey</h3>
  <p>The customer satisfaction survey is sent to all registered OVMs at hospital Trusts throughout the U.K. The survey covers the submission of overseas visitor treatment costs through the Reporting Overseas Visitor Portal to the NHSBSA Cost Recovery Team.</p>
</div>
<h2>Enquiries</h2>
<!---Who can I contact Section-->
<details class="nhsuk-details">
  <summary class="nhsuk-details__summary">
    <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Who can I contact if I have queries relating to the data?</span>
  </summary>
  <div class="nhsuk-details__text">
    <p>If you have any queries regarding the data provided, or if you plan on publishing the data, please contact <a href="mailto:DataServicesSupport@nhsbsa.nhs.uk">DataServicesSupport@nhsbsa.nhs.uk</a> ensuring you quote the name of the dataset for reference. This is important to ensure that the figures are not misunderstood or misrepresented.</p>
  </div>
</details>
<h2>Citing and Reusing This Data</h2>
<!---Reusing the data and copyright Section-->
<details class="nhsuk-details">
  <summary class="nhsuk-details__summary">
    <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Important information regarding reusing the data and copyright</span>
  </summary>
  <div class="nhsuk-details__text">
    <p>If you plan on producing a press or broadcast story based upon the data, please contact <a href="mailto:communicationsteam@nhsbsa.nhs.uk">communicationsteam@nhsbsa.nhs.uk</a>. This is important to ensure that the figures are not misunderstood or misrepresented.</p>
    <p>The information supplied to you continues to be protected by the Copyright, Designs and Patents Act 1988 and/or other applicable law. You may use the data freely, provided that you attribute the source.</p>
  </div>
</details>

<!---Citation-->
<details class="nhsuk-details">
  <summary class="nhsuk-details__summary">
    <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Citation
    </span>
  </summary>
  <div class="nhsuk-details__text">
<p>NHS Business Services Authority. "Overseas Healthcare Services - Cost Recovery key performance indicators.” NHS Business Services Authority Open Data. Accessed **[Date Accessed]**. URL: <a href="https://opendata.nhsbsa.net/dataset/overseas-healthcare-services-cost-recovery-key-performance-indicators">https://opendata.nhsbsa.net/dataset/overseas-healthcare-services-cost-recovery-key-performance-indicators</a></p>
</div>
</details>



Tags: CDDO, CSAT, Cost Recovery, Data.Gov.uk, Digital Service, Digital Take-up, KPI, Key Performance Indicators, OHS, Service Performance, completion rate
Organization: Digital Service Performance and Usage