Customer satisfaction survey
April to September 2020 - 2021
This is the first survey with Transfusion Laboratory Managers since September 2019 due to COVID-19. It reflects the views of 139 (60%) hospitals in England.
The results are reported as % of respondents scoring a “Top Box” score of 9 or 10 out of 10 and the average scores from all responses.
- Overall satisfaction with NHSBT increased to 83% from 77%. The average score remained static at 9.1/10. The long-term trend continues to show a high, and rising, level of satisfaction
- Satisfaction with NHSBT’s as a supplier of blood components increased, despite the pressures of COVID-19; 85% up from 63%. Hospitals had access to daily stock levels and had regular updates to maintain confidence. “Well done in maintaining the supplies during these complex times” – Lab Manager Oxford
Accessible version of the survey results
The survey compares the first half of 2019 to 2020 and the first half of 2020 to 2021.
Respondents were asked to rate the following services between 1 and 10, where 1 is totally dissatisfied and 10 is totally satisfied this is expressed as a mean average of respondents score.
A top box score, which is the percentage of 9 and 10 scores against the 1 to 8, was also calculated and is expressed as a percentage.
The results are as follows:
For component fulfilment, quality and range, we were scored 9.4, an increase of 0.1, top box, 91 %, an increase of 7 %.
For component fulfilment, ordering process, we were scored 9.4, an increase of 0.2, top box, 93 %, an increase of 13 %.
For component fulfilment, availability, we were scored 9.2, an increase of 0.3, top box, 85 %, an increase of 22 %.
For component fulfilment, hospital services, we were scored 9.2, a decrease of 0.1, top box, 84 %, which is same as the last survey.
For component delivery, routine, we were scored 8.6, an increase of 0.3, top box, 68 %, an increase of 10 %.
For component delivery, ad hoc, we were scored 8.5, a decrease of 0.3, top box, 58 %, a decrease of 2 %.
For component delivery, emergency, we were scored 9.0, a decrease of 0.2, top box, 78 %, a decrease of 2 %.
For component delivery, NHSBT driver, we were scored 9.5, same as the previous survey, top box, 93 %, an increase of 3 %.
For component delivery, courier, we were scored 8.4, an increase of 0.2, top box, 52 %, an increase of 1 %.
For diagnostic services, RCI referral, we were scored 8.9, same as the previous survey, top box, 70 %, an increase of 4 %.
For diagnostic services, RCI turnaround time, we were scored 8.4, a decrease of 0.1, top box, 57 %, same as the previous survey.
For diagnostic services, RCI reports quality, we were scored 8.6, a decrease of 0.2, top box, 59 %, a decrease of 4 %.
For diagnostic services, RCI overall support, we were scored 8.9, an increase of 0.1, top box, 74 %, an increase of 4 %.
For diagnostic services, H&I overall support, we were scored 9.2, same as the previous survey, top box, 87 %, an increase of 3 %.
For customer support, customer service support, we were scored 9.2, same as the previous survey, top box, 82 %, an increase of 3 %.
For customer support, clinical support, we were scored 9.1, same as the previous survey, top box, 79 %, a decrease of 3 %.
For customer support, overall NHSBT satisfaction, we were scored 9.1, same as the previous survey, top box, 82 %, an increase of 5 %.
For customer support, ease of business, we were scored 8.9, a decrease of 0.1, top box, 71 %, a decrease of 3 %.
All four indicators have shown improvement which is especially notable given the challenges of COVID-19. Positive comments relate to the helpfulness of Hospital Services staff and good communication. Comments requiring action concern the over provision of K+, split / leaking packs and substitutions including use of O neg red cells or A neg platelets. There is some interest in new components such as universal and lyophilised plasma.
Routine delivery score has improved to 68% from 58% .The first phases of the routine round utilisation project are delivering benefit, that once rolled out further should counter issues with individual delivery schedules.
Satisfaction with “Emergency” deliveries shows a slight decline against a longer-term improving trend. Unavailability of NHSBT drivers and an adverse view of the use of couriers to fulfil emergency requests, and the delay it can cause, is cited.
Customers continue to show significant preference for NHSBT drivers (93%) over couriers (52%) though there are favourable comments about couriers. The main issues of concern relate to collecting boxes and not following delivery instructions. There are regular contract review meetings with FedEx; driver training is being refreshed and all complaints investigated and reported back. We will continue to explain to hospitals why we use couriers to support our service.
Most hospital customers are satisfied or very satisfied with RCI’s services. Reporting attracted the most comments, however 95% are satisfied or very satisfied with the report. Turnaround time is an issue for 10% of customers with all others being satisfied or very satisfied. There is an appetite for development of electronic requesting and reporting direct to LIMS. Sp-ICE is well regarded by those that use it.
H&I’s provision of matched platelets continues to be well regarded with the average score remaining at 9.2. Comments indicate the service is very good and staff helpful
At 82%/9.2 average the Hospital Customer Service Team continue with a long-term upward trend. The team are recognised for being prompt, helpful, knowledgeable and supportive.
The NHSBT Clinical Team continues a long-term positive trend, at 79% (59% 2013/14) and sustained their average score of 9.1.
Therapeutic Apheresis Services (TAS) & Tissue and Eye Services (TES)
Conduct and report own surveys. Top box satisfaction for TAS is 83%, and TES 78%.
Customers value knowledge, approachability and flexibility of staff. Most customers feel that we communicate well. We need to understand and respect the hospital working environment and reflect that in the way we do business and interact. Our billing system can cause problems for hospitals in allocating charges to internal departments.
The move to Barnsley is a matter of interest for hospitals in the area with some remaining cautious about the move. Customer engagement will continue throughout and beyond transition to the site to support customer confidence.