1. Please contact your Customer Service Manager for further details
Voice of the Customer (Jul-Sep 17)
Hospital Services
98.5% of customers report a level of satisfaction with the overall service.
You continue to regard the service highly and availability of our components is important to you
OBOS is highly regarded. Occasional compatibility issues reported - should now be resolved with the latest update
Our challenges; limited stock of phenotyped red cells at some SHUs, supply of group specific platelets, particularly A D negative, O D Negative red cells in relation to K+/- ratio
We are working with you to resolve these challenges, and will update you with our progress
Transport
Satisfaction of the emergency service remains high. You prefer NHSBT drivers to deliver your orders.
The implementation of collect charge is still a concern for a few of you. Challenges also remain with the service provided by NHSBT couriers
We are continuing to work with you to increase utilisation of your routine deliveries and reduce your ad hoc deliveries and collects. We are also working closely with the couriers to drive improvement.
Long term - services are improving with continued positive progress. Elements of the Transport and RCI services remain the areas that you express most desire for improvement.
Satisfaction with RCI is generally positive. You appreciate the service and expertise provided. You like accurate reports with clear and concise advice. RCI turnaround time scores continue to show a positive trend
Our challenges; reporting accuracy and consistency and sample tracking. A few of you would like faster turnaround of reports
We are continuing to monitor these elements of our service to identify any actions that we can take to improve these areas.
Provision of matched platelets continues to be well regarded
RCI and H&I
Hospital Customer Services and Ease of Business
Hospital customer service shows improvement in satisfaction over the last three years. You appreciate your local contact.
100% of you report a level of satisfaction in ‘Ease of business’. Mainly positive comments received; professional, available, friendly, expert
We need to continue to adopt a more collaborative approach and listen to you to better to understand your hospital pressures
Voice of the Customer and the Customer Satisfaction Survey are provided by Hospital Customer Services.
Please contact your Customer Service Manager for further details