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

2. 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 e-mail link to all hospital clients o Survey responses collected during Dec-Jan 2011-2012 time frame o 100% participation from all hospital clients Survey

3. 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

4. Quality Of Leukoreduced Red Blood Cells

5. Quality of Pheresis Platelets

6. Quality of Frozen Plasma

7. Availability of Leukoreduced Red Blood Cells

8. Availability of Platelet Pheresis

9. Availability of Frozen Plasma

10. Timeliness of STAT Orders

11. Communication of Delayed Orders

12. Satisfaction with Billing Process

13. Timeliness of Reference Laboratory Services

14. Sharing Changes that Affect the Hospitals

15. Educational Programs

16. 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

17. 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

18. 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

19. 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