Customer satisfaction survey

This is the Autumn survey for 2024 and reflects the views of 157 (64 per cent) of hospital transfusion laboratory managers at directly supplied hospitals in England.

Why this survey is important

It provides us with an opportunity to receive actionable hospital feedback and to focus improvement initiatives where they are needed most.

The survey is biannual, and we ask hospitals to comment on our services for the previous six months. 

During these months for the Autumn survey some RCI services were reprovisioned, the reprovisioning of Hospital Services at the Southampton centre continued due to the partial closure of the centre, and there was a continuing pre amber and amber alert on some blood components. 

The results 

We're committed to acting on what the lab managers said: here's our action plans

What the Lab Managers said about Components

Occasionally red cell components with creased product barcodes are received and this can cause problems when scanning units in hospitals.

It would be helpful if first requests for HLA platelets could be ordered on OBOS.

What we're doing

A creased label working group has identified actionable improvements to reduce the risk of components with creased barcodes being sent to hospitals. These solutions are currently being implemented across NHSBT.

What the Lab Managers said about Delivery

Some customers feel routine delivery arrangements don’t meet their needs.

On occasion empty transport boxes are left uncollected.

We (NHSBT) need to ensure deliveries go to the right place. 

What we're doing

Customer requests for alterations to routine delivery arrangements are currently being collated and will be sent to Logistics teams for consideration.  

Delivery instructions are reviewed periodically.

We’re trialling the use of What3Words to support drivers in delivering to the correct location.

We’ve undertaken a deep dive into empty transport container collections and identified actions to improve collection services.

What the Lab Managers said about RCI reporting

Customers have mentioned electronic requesting and reporting would be useful.

We (NHSBT) need to issue at least 95 per cent of reports within five working days of sample receipt.  

What we're doing

We are continuing to work with LIMS providers to find possible solutions for electronic requesting and reporting.

We are piloting the use of electronic requesting and reporting of fetal RHD screening samples with several hospitals.

On-going recruitment and training of new RCI staff is being prioritised to increase capacity and reduce turnaround times.

Some positive feedback from the Lab Managers 

Hospital services staff are very helpful. 

An excellent job is always done with all of our products especially those that are needed at short notice. 

New couriers are better than the previous drivers.

Service from NHSBT delivery drivers is normal first class.

RCI have been very helpful and gone above and beyond.

Brilliant, love the new procedure for cffDNA testing with reports going straight onto the patient's record. 

Excellent communication with the Customer Service Manager and really helpful.

Accessible version of the summary infographic 

Infographic summarising the average satisfaction Autumn 2024 survey scores for the provision of NHS Blood and Transplant services. The survey was conducted by Hospital Customer Services between 9 September to October 2024. The following information gives the average scores for each service metric that was surveyed.

NHSBT Overall average score 9.0 out of 10.

Category: Component Fulfilment, overall average score 9.1 out of 10. Component ordering process 9.2 out of 10. Component availability 8.8 out of 10. Service provided by Hospital Services 9.1 out of 10. Quality and range of blood components 9.1 out of 10.

Category: Component Delivery, average score 8.8 out of 10. NHSBT drivers 9.3 out of 10. Courier drivers 8.1 out of 10. Routine deliveries 8.7 out of 10. Ad-hoc deliveries 8.7 out of 10. Emergency deliveries 9.0 out of 10.

Category: Diagnostic Services, overall average score 8.8 out of 10. Overall service provided by RCI 8.7 out of 10. RCI turnaround times 8.5 out of 10. RCI reporting 8.6 out of 10. RCI referral process 8.9 out of 10. Service provided by the International Blood Group Reference Laboratory 8.7 out of 10. Service provided by Histocompatibility and Immunogenetics 9.1 out of 10.

Category: Customer Services, overall average score 9.2 out of 10. Customer Service support 9.2 out of 10. Clinical support 9.1 out of 10. Service provided by Blood Stocks Management Scheme 9.3 out of 10. Easy to do business with NHSBT 8.8 out of 10.