Customer satisfaction survey
This is the Spring survey for 2024 and reflects the views of 157 (64%) 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 Spring survey, there was a reprovisioning of some RCI services, a continuation of Hospital service reprovisioning due to partial closure of the Southampton centre, as well as continued pre amber alert on some blood components.
The results
- Read the full report (PDF 705KB) - if you require an accessible version of this report please email NHSBTcustomerservice@nhsbt.nhs.uk
- Summary infographic (PDF 106KB) - an accessible version of this infographic is available further down this page
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
We're running a workshop to identify how we can improve quality checking procedures to ensure component labelling is suitable for hospitals.
We’ve updated OBOS to enable electronic ordering of first requests for HLA and HPA selected platelets.
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
We’re continuing to review the routine delivery schedules from all centres, taking into consideration changes requested by customers.
Delivery instructions are reviewed periodically.
We’re considering the use of What3Words to support drivers in delivering to the correct location.
We’re undertaking a deep dive into empty transport container collections to identify potential service improvement actions.
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% of reports within 5 working days of sample receipt.
What we're doing
We are continuing to work with LIMS providers to identify 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.
We have implemented new automated platforms across RCI which will reduce the analyser downtime required.
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 always pleasant and helpful.
Both the NHSBT and courier drivers have been very professional.
RCI continue to deliver a high quality service, the team regularly interacts with laboratory staff and are constructive and helpful in every interaction.
H&I always bend over backwards to meet our requests for platelets at short notice.
Customer Service Manager support is excellent; they are always contactable and happy to help.
Accessible version of the summary infographic
Infographic summarising the average satisfaction Spring 2024 survey scores for the provision of transfusion components and services by NHSBT.
The survey was conducted by Hospital Customer Services between 6 March to 28 March 2024.
The following information gives the average scores for each service metric that was surveyed.
NHSBT Overall average score 9.1 out of 10.
Category: Component Fulfilment, overall average score 9.3 out of 10. Component ordering process 9.3 out of 10. Component availability 9.2 out of 10. Service provided by Hospital Services 9.4 out of 10. Quality and range of blood components 9.4 out of 10.
Category: Component Delivery, average score 9.0 out of 10. NHSBT drivers 9.4 out of 10. Courier drivers 8.5 out of 10. Routine deliveries 9.0 out of 10. Ad-hoc deliveries 8.9 out of 10. Emergency deliveries 9.4 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 8.4 out of 10. RCI reporting 8.9 out of 10. RCI referral process 8.8 out of 10. Service provided by IBGRL 8.9 out of 10. Service provided by H & I 9.1 out of 10.
Category: Customer Services, overall average score 9.2 out of 10. Customer Service support 9.3 out of 10. Clinical support 9.0 out of 10. Service provided by Blood Stocks Management Scheme 9.3 out of 10. Easy to do business with NHSBT 9.0 out of 10.