We are pleased to announce that Chrysalis Finance has been recognised with the Best Customer Care Award at the 2025 Best Business Awards, reflecting our commitment to supporting patients, often at a time when they need it the most.

This national award acknowledges the significant investment we’ve made over the past 18 months to further enhance our service, building on over ten years of dedication to improving patient care. The award and judges recognised the investment and commitment our team has made towards improving services to patients and their families.

Founded in 2014, Chrysalis Finance enables tens of thousands of patients annually to access medical and dental treatments through payment plans. The company partners with more than 2,000 hospitals, clinics and healthcare providers registered with the Care Quality Commission in England and equivalent regulators across Scotland, Wales and Northern Ireland.

Our approach to healthcare finance

The company’s approach centres on responsible lending and ethical practice. Chrysalis Finance only works with regulated healthcare providers in the UK and only lends to people who can demonstrably afford the monthly repayments. This protects patients’ financial health alongside their physical health. All loans are covered by our patients’ promise, a six-point assurance giving patients confidence they’re working with a responsible lender.

Delivering valued levels of care requires ongoing attention and improvement, so in 2023 and 2024, our team implemented a comprehensive review of patient and healthcare provider feedback, focused on strengthening patient experience throughout our organisation. Rather than focusing solely on financial interaction, we examined the entire patient journey to understand how our services could better support people from their first contact with Chrysalis Finance to post-recovery from their procedure.

Service improvements from patient feedback

We are pleased to say that our review, blended with feedback from thousands of patients, has resulted in several key service improvements:

• Our new financial platforms with upgraded calculators now provide faster, clearer decisions
• We now provide increased opportunities for patients and their family to feedback throughout their journey via a range of channels including WhatsApp
• A quarterly questionnaire is now sent to all patients, asking for their experience of Chrysalis Finance as we seek those areas to both champion and improve
• Reduced complexity for patients with an alignment of systems with healthcare providers

These improvements, and many more, were designed with one goal in mind: making the finance process as straightforward as possible during what can be a challenging time for patients and their families. Whether someone is arranging finance for dental treatment or a medical procedure, we want them to feel supported and informed at every stage.

Recognition from industry experts

The Best Business Awards evaluates organisations across multiple sectors, with expert judges providing detailed feedback on what sets winners apart. For us, the judges specifically commended the patient-centred philosophy that underpins our service improvements. The judges recognised that our approach goes beyond efficiency metrics, focusing instead on how our services can meaningfully support patients when they’re facing health challenges.

The chairman of the judges remarked on the comprehensive nature of our review and the results of our commitment to improvement. The chairman said: “The review led to several technology-led improvements, including new financial platforms with upgraded calculators, and fast decisions.”

What our patients say

While awards recognition for our patient service is welcome, direct feedback from patients and their families is of most importance. So, whilst we won this most recent award, the fact we have grown our net promoter score from 70 to 82 over the past 18 months is the most satisfying result of our new service improvements. The score comes directly from patients using our services.

Additionally, we have also seen the number of patients feeding back on platforms like Trustpilot and Google, so it is reassuring we have maintained our 4.9 score out of 5 – a level we are determined to maintain or improve. With over 3,000 reviews, Trustpilot provides an indicator that we are getting things right at a time when our patients need us the most.

Looking ahead

This recognition reinforces our commitment to continually improve the experience for patients seeking healthcare finance. We understand that arranging payment for medical or dental treatment can feel daunting, particularly when you’re already dealing with health concerns. Our role is to make that process as smooth and supportive as possible, ensuring patients can focus on their treatment and recovery rather than worrying about finance.

As we continue to grow and evolve our services, patient feedback will remain at the centre of everything we do. We’re grateful to everyone who has shared their experiences with us, helping us to better serve the thousands of patients who rely on Chrysalis Finance each year.