In conversation with Kareen Jones, EPR and Operational Excellence Manager at Ramsay Health Care UK
As part of our 40th anniversary celebrations, we're celebrating the organisations and people we've had the privilege of working alongside for Customer Appreciation Month.
For our latest feature, we caught up with Kareen Jones, EPR & Operational Excellence Manager at Ramsay Health Care UK, to hear more about their journey, achievements and evolving partnership with IMS MAXIMS.
Tell us a little about your organisation and the communities you serve?
Ramsay Health Care UK is one of England's leading independent healthcare providers, operating a network of 34 hospitals and treatment facilities across the country.
Guided by our purpose, "People Caring for People", we deliver high-quality healthcare services to NHS, privately insured, and self-pay patients, offering a wide range of clinical specialties, diagnostic services, and surgical care. We support patients from all walks of life, including those accessing care through the NHS, private medical insurance, and self-funded treatment pathways.
Our hospitals are located across England, helping improve access to healthcare closer to where people live and work. Through our sustainability and social impact programmes, we are committed to supporting healthier people, stronger communities,and a positive social impact across the UK.
What are some achievements or developments that you're proud of?
There are a number of achievements that reflect our commitment to delivering high-quality, patient-centred care and creating a positive impact for the communities we serve.
We are proud that 97% of our hospitals are rated Good or Outstanding by the Care Quality Commission, demonstrating our strong focus on quality, safety and patient outcomes. We continue to be a trusted partner to the NHS, supporting over 1,000 NHS patients every day and helping to increase healthcare capacity, reduce waiting times, and improve access to treatment across England.
We have also been recognised for our positive social impact through our work in promoting health and wellbeing, supporting sustainable communities, developing our people, and creating opportunities for career progression and social mobility.
Our investment in more than 7,500 colleagues and 3,000 doctors reflects our belief that great patient care starts with great people. In addition, we are proud to deliver patient-focused innovation through initiatives such as Hybrid Mail and wider digital transformation programmes, which improve how patients receive important communications, making interactions with Ramsay more accessible, convenient, and responsive to individual needs. Underpinning all of this is our purpose of "People Caring for People", ensuring that patients, colleagues, consultants, partners and local communities remain at the heart of everything we do.
What challenges or opportunities have shaped your digital journey?
Our digital transformation journey has created exciting opportunities to enhancethe patient experience, improve operational efficiency, and modernise the way healthcare is delivered. Through initiatives such as Hybrid Mail, digital patient communications, electronic registration forms, digital questionnaires, and enhancements to our Electronic Patient Record systems, we have made it easierfor patients to access information, engage with their care, and interact with Ramsay in ways that are more convenient and personalised. Alongside these opportunities,we have navigated the challenges of implementing change across a large healthcare organisation, integrating multiple systems, and ensuring colleagues are supported throughout the transition.
By embracing innovation while maintaining a strong focus on quality, safety, and information governance, we continue to transform services in ways that benefit both our patients and our people.
How has your partnership with IMS MAXIMS evolved over the years?
We now look to IMS MAXIMS not only as a provider of services and support, but as a partner that can help us deliver innovation, improve patient experience, drive operational efficiencies, and support our long-term digital strategy. While there have been challenges associated with managing complex technology programmes, integrating systems, and responding to evolving business needs, the relationship has matured through collaborative working and a shared focus on supporting high-quality patient care.
Looking ahead, we see the greatest value in technology partners who are proactive, forward-thinking, and able to help us anticipate future opportunities rather than simply responding to immediate requirements.
How has your partnership with IMS MAXIMS helped support your goals?
IMS MAXIMS has helped us progress a number of important digital initiatives that support both our patients and colleagues. Their solutions have enabled improvements in areas such as Hybrid Mail, digital document management, and the transition away from paper-based processes, helping us enhance communication, improve efficiency, and support a more modern patient experience.
As our digital transformation journey continues, IMS MAXMS remains an important partner in helping us deliver technology-enabled improvements across Ramsay Health Care UK.
Looking ahead, what are your priorities for the future?
Looking ahead, our ambition is to continue transforming the way we engage with patients by delivering communications that are timely, personalised, and accessible through the channels they prefer. Building on initiatives such as Hybrid Mail, digital patient communications, electronic forms, and enhanced electronic patient records, we will continue to simplify patient pathways, reduce administrative burden, and create a more seamless experience from referral through to treatment and follow-up.
Our focus is on making every interaction easier for patients whilst enabling our teams to work more efficiently and effectively. We are also committed to embracing emerging technologies, including artificial intelligence and intelligent automation, where they can enhance decision-making, streamline processes, improve data quality, and support better patient outcomes.
By combining innovation with our core purpose of "People Caring for People", we aim to deliver a more connected, responsive, and patient-centred healthcare experience for the future.
