Customer satisfaction survey

April to September 2021 

Results

These reflect the views of hospital transfusion laboratory managers at 170 hospitals in England. This is an increased response rate of 66%, compared to 50% the previous survey.

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.

Scores of 6 or less indicate dissatisfaction, scores of 7 and 8 indicate satisfaction, and scores of 9 and 10 indicate high levels of satisfaction.

  • Satisfaction with NHSBT overall is high at 77% and an average score of 9.1 continues a long-term upward trend.
  • Barnsley hospitals remain highly engaged with 86% responding to the survey. 
  • The service saw a sizeable increase in responses by hospitals served by Tooting, our largest SHU.  All of Tooting hospitals were either satisfied or highly satisfied.

Accessible version of results 

For component fulfilment, quality and range, we were scored 89% top box, average score 9.4, same as the previous survey.

For component fulfilment, ordering process, we were scored 86% top box, an increase of 7%, average score 9.2, same as the previous survey.

For component fulfilment, availability, we were scored 78% top box, an decrease of 8%, average score 9.1, a decrease of 0.2%.

For component fulfilment, hospital services, we were scored 84% top box, an increase of 6%, average score 9.3, an increase of 0.1%.

For component delivery, routine, we were scored 63% top box, a decrease of 11%, average score 8.6, a decrease of 0.2%.

For component delivery, ad hoc, we were scored 65% top box, a decrease of 11%, average score 8.7, a decrease of 0.2%.

For component delivery, emergency, we were scored 82% top box, an increase of 2%, average score 9.1, same as previous survey.

For component delivery, NHSBT driver, we were scored 90% top box, an increase of 2%, average score 9.5, same as previous survey.

For component delivery, courier, we were scored 50% top box, an increase of 2%, average score 8.3, same as previous survey.

For diagnostic services, RCI referral, we were scored 68% top box, an decrease of 9%, average score 8.8, a decrease of 0.2%.

For diagnostic services, RCI turnaround time, we were scored 57% top box, a decrease of 5%, average score 8.7, same as previous survey.

For diagnostic services, RCI reports quality, we were scored 62% top box, an increase of 5%, average score 8.7, same as previous survey.

For diagnostic services, RCI overall support, we were scored 75% top box, average score 9.0, same as previous survey.

IBGRL quality of service, we were scored 77% top box,  average score 9.0 (new for this survey).

For diagnostic services, H&I overall support, we were scored 78% top box, an increase of 1%, average score 9.1, same as previous survey.

For customer support, customer service support, we were scored 79% top box, a decrease of 10%, average score 9.3,  a decrease of 0.1%.

For customer support, clinical support, we were scored 73% top box, an decrease of 14%, average score 9.0,  a decrease of 0.2%.

For customer support, overall NHSBT satisfaction, we were scored 77% top box, a decrease of 6%, average score 9.1, a decrease of 0.1%.

For customer support, ease of business, we were scored 69% top box, a decrease of 2%, average score 9.0, an increase of 0.1%.

Component fulfilment - Manufacturing and Hospital Services

Three of the four Top Box and average scores have been maintained, indicating continued satisfaction with blood supply. Satisfaction with availability has fallen slightly. All hospitals were satisfied or highly satisfied with the service provided by Hospital Services. 

OBOS is viewed as easy to use although some of you find amendment of standing orders and requests for specialist components difficult.     

Component delivery 

Routine delivery has declined from 74% from 63%. Dissatifaction was reported in seven localities but not of all this is related to the provision of deliveries.  

The Routine Delivery Utilisation project is ongoing, and will consider hospital requests for changed deliveries. 

Satisfaction with emergency deliveries remains high. 

Customers continue to show preference for NHSBT drivers (90%) over couriers (50%). Comments refer to service issues such as return of samples, and collecting empty blood boxes when couriers are used for routine deliveries.  

Diagnostic Services

RCI - Top Box and average scores for overall support are unchanged. 96% of customers are satisfied or highly satisfied.

IBGRL - Satisfaction with Molecular Diagnostics was added for the first time, and showed results close to RCI's overall support. 

H&I - Provision of matched platelets saw improvement from a previous dip in Top Box score. Many comments refer to a great service and acknowledge the responsiveness of our staff in providing for specific patients.  

Customer Support

Although Top Box score for the Hospital Customer Services team fell, the average score remained high at 9.3 / 10. Many comments acknowledge the support of individual customer service managers, and the important contribution of the team. 

Top Box for the Clinical team also fell, but again the average score remained high.

NHSBT overall

The survey shows we are a respected and valued service provider. 

Hospitals are satisfied or highly satisfied with our overall service. There are very few negative comments with no trends identified.

76 net promoter score overall satisfaction
100% satisfied or very satisfied with service provide by Hospital Services
90% highest national Top Box scored for service from NHSBT drivers