Mississippi Valley Regional Blood Center Presented by: Nancy Kelting (ASCP) MBA 2011 Customer Satisfaction Survey.

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Presentation transcript:

Mississippi Valley Regional Blood Center Presented by: Nancy Kelting (ASCP) MBA 2011 Customer Satisfaction Survey

History o Client Satisfaction Survey has been done since 2003 o Improvements made by listening to voice of the customer Mechanics of survey o Survey was done with web based tool sent via link to all hospital clients o Survey responses collected during Dec-Jan time frame o 100% participation from all hospital clients Survey

Focus on 3 main areas: o Mission Critical Quality of products Availability, Order and Documentation Accuracy Reliability with no shortages o Competitive Advantage Clear, concise, responsive communication Technology Support o Value Added Regulatory support Education support for staff

Quality Of Leukoreduced Red Blood Cells

Quality of Pheresis Platelets

Quality of Frozen Plasma

Availability of Leukoreduced Red Blood Cells

Availability of Platelet Pheresis

Availability of Frozen Plasma

Timeliness of STAT Orders

Communication of Delayed Orders

Satisfaction with Billing Process

Timeliness of Reference Laboratory Services

Sharing Changes that Affect the Hospitals

Educational Programs

Corrective Action Customer Survey identified a request to have more stickers available for hospital use: MVRBC Action: Purchase a different label for components 34 TOTAL Unit Number Stickers 22 scanable barcodes on each donation 12 eye readable only barcodes on each donation Implementation February 1, 2012

Corrective Action Customer Survey identified dissatisfaction with functionality of current Online Ordering System : MVRBC Action: Development of new online ordering system, Bloodhub, that is easier to understand and easier to use. Implementation Summer, 2012

Corrective Action Customer Survey Identified dissatisfaction with the reporting of the Reference Lab Consultation Report Format MVRBC Action: Development of new Reference Lab Consultation Report Presented by Denise Parbs at today’s TAC Meeting Implementation: April 2012

Corrective Action Customer Survey identified dissatisfaction with the reporting by the Reference Lab of “Antibodies of Undetermined Specificity” MVRBC Action: Presentation of program “Antibodies Formerly Known as HTLA: a Review” by Jacqueline Ensley, St. Louis Reference Laboratory at today’s TAC meeting. Implementation: April 2012