Voice of the Customer
Customer Satisfaction Survey - March 2016
The Customer Satisfaction Survey
Hospital Services, Testing and Manufacturing
We survey our customers every quarter as part of our on going focus on
great service and great value. We use the survey to assure the NHSBT
Executive and Board that we are delivering to our ambition to be the best
organisation of our type in the world.
Our range of components, ease of ordering and the customer care offered by our Hospital Services teams continues to be
well regarded. We are very pleased to see such high levels of satisfaction and will continue to strive for improvement.
We rely on feedback and survey responses from our hospital colleagues to
help us with this ambition and to direct our attention for improvement.
Overall Satisfaction with NHSBT – score of 9 & 10/10
74%
Component
Quality
and Range
A tale of two halves
As we move into the new
financial year it’s a good
time to look back 12
months and see what we
can learn from last year.
The great news is that we
have made huge leaps
forward
in
customer
satisfaction across the
board. Looking at the first
half to the second half
year we see a step change
with big % increases.
I’m sure you will have
noticed the improvements
we’ve made but rest
assured we constantly
seek to be as easy as
possible to do business
with.
Chris Philips
Head of Hospital Customer
Service
So what are we doing to make our services even better……………………………
1)We have had a close look at complaints and feedback from the survey and are taking action to reduce the causes of
complaints to ensure the right components arrive at hospitals at the right time and in perfect condition. 2)We continue to
work closely with hospitals to help predict demand, especially at peak times and ensure we have stocks available. 3)We
recognise that we have had challenges with group A RhD negative platelets and are working to improve supply.
% Improvements across 2015/16
88%
Component
Availability
73%
Component
Ordering
69%
Hospital
Services
73%
Components – quality and range
31%
Transport
Ordering
19%
Component availability
32%
Hospital Services
9%
This quarter we asked our customers to rate the service provided by NHSBT drivers as well as our appointed couriers, TNT.
Our drivers get a resounding ‘thumbs up’ , with 92% of customers scoring them 9 or 10/10. Having couriers on hand to
support our service helps us maintain our costs and ensure deliveries are made on time. We are working with TNT to
improve driver training and the service they provide on our behalf.
Routine deliveries
23%
Ad hoc deliveries
23%
Emergency deliveries
19%
RCI – referral
16%
RCI – turnaround time
22%
RCI - report
25%
Diagnostic Services
RCI – overall
16%
H&I – overall
26%
RCI continue to make steady progress and have continuous improvement at the heart of their services. We have seen a big
increase in complimentary feedback that accentuates the efforts being made. Our H&I cross match service for HLA/HPA
platelets and the responsiveness of the team to hospital transfusion laboratories continues to be highly regarded.
Customer service support
26%
Clinical support
17%
NHSBT overall
22%
Ease of doing business
19%
So what are we doing to make our services better……………………………
1) We’re working with Cranfield University to explore ways to improve deliveries 2) We’ve completed a detailed review in
Sheffield to help us improve nationally 3) Our customer service managers are reviewing the service at each centre.
Routine
Delivery
54%
Ad-hoc
Delivery
59%
Emergency
Delivery
86%
So what are we doing to make our services better……………………………
1) Improvement events are being run across RCI’s services 2) RCI and Customer Service Managers are out and about
listening to customers to help improve mutual understanding 3) A survey for H&I’s stem cell customers is to be launched.
H&I
74%
RCI
referral
RCI
62% test time 56%
RCI
report
59%
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.