Customer satisfaction survey

October to March 2020 - 2021

Results

These reflect the views of hospital transfusion laboratory managers at 126 (50%) directly supplied hospitals in England.

Results are reported as % of customers scoring a “Top Box” score of 9 or 10 out of 10 and the average scores from all responses.

  • Satisfaction with NHSBT overall is high at 83% and an average score of 9.2 continues a long-term upward trend
  • Barnsley hospitals have been most engaged with 78% (29/37) responding to the survey. Hospitals are satisfied or very satisfied with component availability, Hospital Services, Ad Hoc and Emergency deliveries, NHSBT drivers, RCI and each aspect of their service, H&I, support from Customer Service Managers.This is most reassuring as there was much concern cited by customers when engagement for the move started in 2015. The Barnsley experience has been very positive.

“The relocation from a customer perspective was very positive - in terms if stakeholder consultation and implementation. Well done to you all!”
Hospital Laboratory Manager

Table showing survey results

Accessible version of results 

For component fulfilment, quality and range, we were scored 9.4, same as the previous survey, top box, 89 %, a decrease of 2 %.

For component fulfilment, ordering process, we were scored 9.3, a decrease of 0.1, top box, 79 %, a decrease of 14 %.

For component fulfilment, availability, we were scored 9.2, same as the previous survey, top box, 86 %, an increase of 1 %.

For component fulfilment, hospital services, we were scored 9.2, same as the previous survey, top box, 78 %, a decrease of 6 %.

For component delivery, routine, we were scored 8.8, an increase of 0.2, top box, 74 %, an increase of 6 %.

For component delivery, ad hoc, we were scored 8.8, an increase of 0.2, top box, 76 %, an increase of 18 %.

For component delivery, emergency, we were scored 9.1, an increase of 0.1, top box, 80 %, an increase of 2 %.

For component delivery, NHSBT driver, we were scored 9.5, same as the previous survey, top box, 88 %, a decrease of 5 %.

For component delivery, courier, we were scored 8.3, a decrease of 0.1, top box, 48 %, a decrease of 4 %.

For diagnostic services, RCI referral, we were scored 9.0, an increase of 0.1, top box, 77 %, an increase of 7 %.

For diagnostic services, RCI turnaround time, we were scored 8.7, an increase of 0.3, top box, 62 %, an increase of 5 %.

For diagnostic services, RCI reports quality, we were scored 8.7, an increase of 0.1, top box, 57 %, a decrease of 2 %.

For diagnostic services, RCI overall support, we were scored 9.0, an increase of 0.1, top box, 75 %, an increase of 1 %.

For diagnostic services, H&I overall support, we were scored 9.1, a decrease of 0.1, top box, 77 %, a decrease of 10 %.

For customer support, customer service support, we were scored 9.4, an increase of 0.2, top box, 89 %, an increase of 7 %.

For customer support, clinical support, we were scored 9.2, an increase of 0.1, top box, 87 %, a decrease of 8 %.

For customer support, overall NHSBT satisfaction, we were scored 9.1, same as the previous survey, top box, 83 %, same as the previous survey.

For customer support, ease of business, we were scored 8.9, same as the previous survey, top box, 71 %, same as the previous survey.

Component fulfilment - Manufacturing and Hospital Services

Whilst there has been modest fall in three of the four Top Box scores, strong average scores from 9.2 to 9.4 have been maintained, indicating continued high levels of satisfaction. The relationship between Hospital Services and our hospital customers is working well with positive comments relating to courtesy and helpfulness. OBOS, the online blood ordering system, continues to be well regarded with suggested opportunities to enhance it further.        

Component delivery 

Routine delivery has improved to 74% from 58% (October 2019) which can be attributed to the successful routine delivery utilisation project. Comments asking for change to deliveries are in areas due to commence a trial or that will be covered in the latter stages of the project. 

Satisfaction with “Emergency” deliveries shows a slight improvement at 80%, maintaining high satisfaction, though is marginally downward in long term trend (85% 2016/17).

Customers continue to show preference for NHSBT drivers (88%) over couriers (48%); this may be due to familiarity with our drivers. The FedEx courier service is actively managed by Logistics, complaints are shared with them and driver training is to be simplified. Delivery to wrong location and not following delivery instructions are repeated complaints that are brought to their attention.

Diagnostic Services

RCI continue to deliver an improving service at 75% against 53% in 2016/17. 98% of customers are satisfied or very satisfied with RCI’s services. Turnaround time is improving and whilst Reporting has the lowest score, 98% are satisfied or very satisfied. There is a notable appetite for electronic requesting and reporting direct to LIMS. Sp-ICE, electronic reporting, is well regarded by those that use it.

H&I’s provision of matched platelets had an uncharacteristic dip in Top Box score though all hospitals were satisfied with the service. The process for the first request is the aspect customers would like to made easier. 

Customer Support

At 89%,9.4 average, the Hospital Customer Service Team continue with a long-term upward trend. The team are recognised for being helpful, knowledgeable and supportive.

The NHSBT Clinical Team continues a long-term positive trend and at 87% has hit a new high point. 

Therapeutic Apheresis Services (TAS) & Tissue and Eye Services (TES)

TAS and TES conduct and report their own surveys. Hospital Top box satisfaction for TAS is 89% (patients 97%), and TES 80%. 

NHSBT overall

Customers are interested in electronic links between NHSBT and their Laboratory Information System (LIMs) for online blood ordering and diagnostic results. Alternation to Routine Deliveries, including weekends, is requested and the current optimisation project will address this. Hospitals value knowledge, approachability and flexibility of staff as well as our ability to maintain services throughout the pandemic. Most customers feel that we communicate well, appreciate effective engagement and ask for recognition of their working environment and focus on the patient.

 

overall satisfaction score is 83
100% satisfaction with CSM and 99% with clinical support
100 %  satisfied with overall service

Lab Manager served by Cambridge

"Think you've done an amazing job throughout the pandemic in maintaining blood stocks and dealing with convalescent plasma production"