Therapeutic Apheresis Services (TAS) strives to improve patient care and service provision to NHS Trusts. In order to achieve this, service user and patient experience surveys are conducted on an annual basis and the results are analysed to inform operational and strategic planning.
Compliments and complaints
We value feedback from our patients, donors and service users. If you would like to send us your feedback please download our compliments and complaints policy.
Patient Experience Survey
Results from the surveys conducted to date have been extremely positive with top box scores (scores of 9 or 10 out of 10) of between 95% and 100%. The qualitative data is also accompanied by numerous favourable comments, such as:
"Always very polite, kind and caring over the past several years"
"Made to feel very welcome with all the staff lovely cup of coffee or tea no worries at all"
"Yes as always I came with my children today and they were very welcome"
User Satisfaction Survey
Over a four-week period in March / April 2019, a total of 358 surveys were issued to clinicians who had referred a patient to TAS within the preceding year.
Feedback from the survey was assessed using top box scores (the percentage of answers scoring 9 or 10 out of 10) and average scoring methods as in previous surveys. The top box score for overall satisfaction (Q7) in 2019 is 75% with an average score of 9.0 and a range of 5-10.
Overall feedback is very positive, indicating a high level of satisfaction from TAS users with Quality of Nursing Service (Q4a) and Quality of Medical advice (Q4b) both receiving their highest ever scores of 84% and 81% respectively.
Areas identified for improvement (those scoring <60%) relate to the referral and discharge process and this has been a recurring theme across previous surveys. As a result TAS have commenced work on an electronic referral process and a clinical data base with anticipated implementation of both expected within the next twelve months.
A low response rate to the survey of 23% (83/358) has highlighted the need to explore alternative ways in which to better engage with referring clinicians to get their feedback; this will be an area prioritised for future development.
We would like to thank all clinicians that responded to the survey, your feedback is invaluable in helping to steer the future direction of Therapeutic Apheresis Services.
End of Year Review
At the end of each financial year TAS completes a review of its key achievements and priorities for the year ahead.
Key headlines from 2017/18 report
- Record number of patients treated
This year we treated almost 1,500 patients across a widening geographical area, making treatments possible and easier for even more patients.
- Improved patient access to Automated Red Cell Exchange services
Over the last twelve months we have seen a 51% increase in demand for Automated Red Cell Exchange (RCE). Expansion of our services in London and Birmingham have led to the provision of treatment for 160 patients.
- NHSBT named as Paediatric Provider for ECP services in London
Working in collaboration with NHS England, TAS is now the service provider for Extracorporeal Photopheresis (ECP) for Paediatrics within London.
- 97% patient satisfaction score
In November 2017, after seeking the views of our patients (or their carer/relative) our survey reported 97% Top Box score for overall satisfaction.
- 74% user satisfaction score
Hospital clinicians using TAS services for their patients gave a 74% Top Box score for overall satisfaction in a survey performed in February 2018.
- 90% staff satisfaction with job role score
Staff working in our national team scored 90% for satisfaction with their job roles in an internal staff satisfaction survey.
- Successful regulatory inspections
Leeds and Oxford TAS units were successfully inspected by the Human Tissue Authority (HTA) and a joint accreditation inspection by JACIE with Great Ormond Street Hospital went extremely well.
- Establishment of a new regional collection centre for allogeneic stem cell donors
TAS Oxford, in collaboration with Oxford University Hospital NHS Foundation Trust, established a new regional collection centre for the British Bone Marrow Registry (BBMR).
TAS completes regular and ad-hoc audits to ensure we are in-line with internal and external guidelines and to help continually improve our practice. A summary of recent audits can be found below:
If you have questions regarding our service reviews or would like copies of historical reports, please contact the TAS Administration Team at firstname.lastname@example.org