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.

Service Overview

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.

Data Source

Total Transactions – NHSBSA Data Warehouse
Completion rate – Google Analytics
Digital Take-up – N/A (Digital only service)
Cost Per Transaction – N/A
Customer Satisfaction – NHSBSA Customer Insight database

Data Collection

Completion rate & Digital Take-up – based on digital submissions through a bespoke online portal.
Cost Per Transaction – N/A
Customer Satisfaction - collected from customer satisfaction (CSAT) surveys completed by staff working in Overseas Visitor departments.

Time Period

The data will be reported on per Month but published in quarterly instalments, e.g. FY 2023-2024 Q1.

Completion Rate – From March 2024
Digital Take-Up – From March 2024.
Cost Per Transaction – N/A.
Customer Satisfaction – From August 2024*

*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.

Geography

United Kingdom

Caveats

Cost Per Transaction - 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.

Google Analytics - 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.

Customer Satisfaction Survey - 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.

Supporting Documentation

N/A

Citation

NHS Business Services Authority. "Overseas Healthcare Services - Cost Recovery key performance indicators" NHS Business Services Authority Open Data. Accessed [Date Accessed]. URL: https://opendata.nhsbsa.net/dataset/overseas-healthcare-services-cost-recovery-key-performance-indicators