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Coming soon: Overseas Healthcare Services Cost Recovery Dataset

6 January 2025

The latest performance data for Overseas Healthcare Services’ Cost Recovery service will be published on 27 January 2025 and updated quarterly.

Who are Overseas Healthcare Services?

Overseas Healthcare Services (OHS) manage reciprocal healthcare for people travelling to and from most European countries on behalf of the Department of Health and Social Care (DHSC). The Cost Recovery service within OHS works to claim back healthcare costs which are incurred by visitors from European and European Free Trade Association (EFTA) countries whilst in the UK.

This published dataset relates to Overseas Visitor Managers (OVMs) and their teams, who work in secondary healthcare provider settings, such as hospitals, 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). 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.

What are they publishing?

The OHS team are publishing the performance data for Cost Recovery. This includes:

  • Completion rate (as a percentage). This shows the total number of treatment costs successfully submitted to the NHSBSA by OVMs compared to the number of submissions started. This data is sourced from Google Analytics.
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  • Digital uptake (as a percentage). This shows the number of digital transactions compared to the number of total transactions from all channels. A digital transaction refers to each time a patient’s details are uploaded onto the system, along with their treatment cost.
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  • Customer satisfaction. This is based on OVM responses to the customer satisfaction survey. Responses are scored from 1-10, with scores between 7-10 considered positive. This data is sourced from the NHSBSA Customer Insight database. As of August 2024, this survey is distributed annually.
  • This dataset does not yet include the cost per transaction metric. The OHS team continues to analyse the data to ensure the most up-to-date information is available soon.

    Why are they publishing this data?

    The OHS team are publishing data in compliance with Standard 10 of the Central Digital and Data Office (CCDO). Publishing performance data contributes to the NHSBSA data strategy principle of being open and transparent and making our data, analysis and reporting available wherever possible.

    Publishing this data meets three of four key performance indicators identified in the Government Digital Service Standards – completion rate, digital take-up and customer satisfaction.

    Publishing this data also allows the team to be transparent about the success of services which are funded by public money. Identifying the right performance metrics means the team can understand whether the service is operating well and can understand any opportunities to improve. When the team make a change to the service, they can use the data to analyse whether the change had the intended outcome.

    Further Information

    If you have any queries in advance of this dataset being published, please contact the open data team: DataServicesSupport@nhsbsa.nhs.uk