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22Spire Healthcare Annual Review 2010Business review continued Shareholder valueSpire Healthcare's improved end-to-end pathology service has attracted a significant number of external contracts in the last year including leading South East elective orthopaedic centre, The Horder Centre. Director of Operations Karen Planterose explains how Spire Pathology has helped to improve quality, as well as patient and clinician satisfaction."Delivering continuous quality improvement is at the heart of everything we do. The Horder Centre has an established reputation in elective orthopaedic care. With an increasing number of cases, we could identify the benefits of transferring our outsourced pathology service to ensure we could get same-day results and enhance the patient care pathway.Given our short timescales, we were impressed by the proactiveness of the team at Spire Healthcare. They listened and took on board our requirements for a full pathology service with same-day turnaround so that we could deliver some 5,000 in-patient episodes and 22,000 out-patient visits annually. Their cost-effective and web-based service has helped us to increase patient and clinician satisfaction, with clinicians able to quickly confirm patient operation dates. Ultimately, this service will increase the number of people we can help."Our strategy has been to take a more commercial approach and empower employees by devolving power and responsibility to individual Spire hospitals. We have also invested more than £500k in management development programmes in the past three years, the evaluation results of which show 75% of managers who responded now feel confident in managing performance and ensuring staff are aligned to organisational and business unit targets.We have successfully found and maintained the fine balance of increasing our employees' level of engagement while improving upon our financial results year-on-year - including a 33.3% improvement in EBITDAR (pre-exceptional items) since 2008, which has largely been gained through cost reduction.Spire Pathology, BusheyBy investing in state-of-the-art analyser technology we have increased the repertoire of tests offered in-house. Combined with electronic delivery of results, this helps to reduce turnaround times for our customers. Our laboratory at Spire Bushey Hospital is one of two national referral laboratories in our network that deliver specialist results to our customers across the country.

23We were impressed by the proactiveness of the team at Spire Healthcare. They listened and took on board our requirements. ""