Voice of the Customer
Customer Satisfaction Survey - Quarter 2 2015/16
The Customer Satisfaction Survey
Hospital Services, Testing and Manufacturing
Every quarter we ask a selection of hospital customers to complete a short
satisfaction survey. The survey measures the level of satisfaction using a
score of 1-10 (10 = totally satisfied). The percentage of high scores, the 9’s
and 10’s, are reported to the NHSBT Executive and Board. This means that
we see anything less than 9 as not meeting the standard we expect.
Our range of components is well regarded but lack of availability can cause problems for hospitals and their patients.
Hospital Services staff are often praised for their professionalism and customer care. OBOS is highly regarded and makes
ordering components easy.
Overall Satisfaction with NHSBT – score of 9 & 10/10
64%
Customer Experience
The chart shows the range of scores against each question in the survey.
Whilst we aren’t getting the 9’s and 10’s we aspire to, the survey shows us
that the majority of our customers believe we offer a good service with very
low levels of dissatisfaction.
So what are we doing to make our services better……………………………
Improvements include 1) improving supply to your hospital on time and in full 2) working closer with you to predict
demand, especially at peak times 3) reviewing our manufacturing operations to ensure we deliver world class
performance.
Component
Quality
and Range
72%
Component
Ordering
76%
Component
Availability
63%
Hospital
Services
78%
Transport
NHSBT drivers are highly regarded and provide a friendly but professional service. For some hospitals our routine delivery
schedule needs to change. Many customers rely on Ad-Hoc deliveries to minimise wastage of platelets. Ad hocs can be
viewed as a high cost service by some customers though the benefits of GMP standards are valued. NHSBT Emergency
deliveries are very well regarded.
Range of components
Ordering process
Availability of components
Hospital services
Transport - routine
Transport - ad hoc
Transport - emergency
1-6
RCI - referral process
RCI - turnaround times
7-8
RCI - report
RCI - overall
H&I
9-10
So what are we doing to make our services better……………………………
1)We’ve launched a review of the delivery and sample collection service based on customer need and experience 2) we
now offer more routines deliveries than ever before 3) we are working closely with our courier, TNT, to ensure they
provide the same standard of service as our own drivers.
Routine
Delivery
Customer Service
Clinical support
Ad-hoc
Delivery
45%
49%
Emergency
Delivery
73%
Easy to do business with
Overall
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
I’m keen to ensure we deliver great service and meet your needs and those
of your patients. Please email me if you would like to discuss any aspect of
the services we provide or to let me know what further steps we can take to
be easy to do business with.
Chris Philips
Head of Hospital Customer Service
chris.philips@nhsbt.nhs.uk
Diagnostic Services
Our H&I crossmatch service for HLA/HPA platelets and the responsiveness of the team is well thought of. RCI receive many
more compliments now than before and service improvements are being noticed. The overall RCI service delivers to a
good standard, with 90% of customers showing a level of satisfaction, though this isn’t seen in the ‘top box’ score.
So what are we doing to make our services better……………………………
Improvements include 1) ordering of selected platelets on OBOS being rolled out 2) implementation of local initiatives to
improve turnaround times 3) established the extended working day as the norm.
H&I
54%
RCI
referral
RCI
50% test time 45%
RCI
report
46%
RCI
overall
56%
Voice of the Customer and the Customer Satisfaction Survey are provided by Hospital Customer Services. Please contact your Customer Service Manager for further details.