NHS Professionals is awarded prestigious Institute of Customer Service ‘ServiceMark’ accreditation

NHS Professionals (NHSP) is proud to announce that it has been awarded the ‘ServiceMark’ accreditation by the Institute of Customer Service (ICS). This nationally recognised standard demonstrates excellence in customer experience and a sustained commitment to service quality.

The ‘ServiceMark’ is given to organisations that consistently deliver high levels of customer satisfaction, supported by strong organisational culture and continuous improvement.

Commenting on the achievement, Nicola McQueen, NHSP’s Chief Executive, said: “Achieving the ICS ServiceMark has been a longstanding strategic priority for us, and I am delighted that our commitment to exceptional customer service has been recognised at a national level. This accreditation reflects the outstanding care and dedication I see every day across our organisation from all our customers, in support of our NHS. It is a significant milestone and one we are incredibly proud of.”

The accreditation places NHSP alongside some of the UK’s most respected service-led organisations, including John Lewis Partnership, Direct Line Insurance and Nationwide Building Society.

The news follows a rigorous assessment process carried out in December 2025. This reviewed extensive customer feedback, including from both the NHS Trusts and healthcare professionals that work with NHSP, as well as employee engagement levels and the quality of organisational practices.

Lisa Lewis, Director of Customer Enablement at NHSP, said: “This achievement is the result of many years of hard work, collaboration and commitment from colleagues across the organisation. I want to extend my sincere thanks to all our customers who have been involved in the assessment process and to all our teams whose dedication has made this possible.”

For more information about the Institute of Customer Service, please visit their website.