Mississippi Valley Regional Blood CenterPresented by: Nancy Kelting (ASCP) MBA

2011 Customer Satisfaction

Survey

• Historyo Client Satisfaction Survey has been done since 2003o Improvements made by listening to voice of the customer

• Mechanics of surveyo Survey was done with web based tool sent via e-mail link to all

hospital clientso Survey responses collected during Dec-Jan 2011-2012 time

frameo 100% participation from all hospital clients

Survey

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

2009 2010 20110%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

90%86% 87%

10%14% 13%

Very SatisfiedSatisfiedDissatisfied

%

Sati

sfa

cti

on

Quality of Pheresis Platelets

2009 2010 20110%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

85%

78%81%

8%

13% 13%

7%9%

6%

Very SatisfiedSatisfiedNA

% S

ati

sfa

cti

on

Quality of Frozen Plasma

2009 2010 20110%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

79%

69%

75%

15%

21%

14%

6%9% 10%

1% 1%

Very SatisfiedSatisfiedDissatisfiedNA

% S

ati

sfa

cti

on

Availability of Leukoreduced Red Blood Cells

2009 2010 20110%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

92%94%

96%

8%6%

4%

Almost Always AvailableUsually AvailableSeldom Available%

Sati

sfa

cti

on

Availability of Platelet Pheresis

2009 2010 20110%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

73%72%

81%

21% 21%

13%

6% 7% 6%

Almost Always AvailableUsually AvailableSeldom AvailableNA

% S

ati

sfa

cti

on

Availability of Frozen Plasma

2009 2010 20110%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

83%85% 86%

8%6%

4%

9% 9% 10%

Almost Always AvailableUsually AvailableNA

% S

ati

sfa

cti

on

Timeliness of STAT Orders

2009 2010 20110%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

67%

73%

67%

29%

23%

31%

4%1% 1%

3%1%

Very SatisfiedSatisfiedDissatisfiedNA

% S

ati

sfa

cti

on

Communication of Delayed Orders

2009 2010 20110%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

52%

64% 62%

44%

32% 32%

4% 3%6%

1%

Very SatisfiedSatisfiedDissatisfiedNA

% S

ati

sfa

cti

on

Satisfaction with Billing Process

2009 2010 20110%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

69%

60%

70%

31%35%

27%

3%0%

2% 3%

Very SatisfiedSatisfiedDissatisfiedNA

% S

ati

sfa

cti

on

Timeliness of Reference Laboratory Services

2009 2010 20110%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

42%

53%57%

48%

38%36%

0% 1% 0%

10%8% 7%

Very SatisfiedSatisfiedDissatisfiedNA

% S

ati

sfa

cti

on

Sharing Changes that Affect the Hospitals

2009 2010 20110%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

73%

57%

68%

27%

38%

30%

2% 1%3%

1%

Very SatisfiedSatisfiedVery DissatisfiedNA

% S

ati

sfa

cti

on

Educational Programs

2009 2010 20110%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

71%

58%

72%

27%29%

21%

2%

12%

7%

1%

Very SatisfiedSatisfiedDissatisfiedNA

% S

ati

sfa

cti

on

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 Stickers22 scanable barcodes on each donation12 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 ActionCustomer Survey Identified dissatisfaction with the

reporting of the Reference Lab Consultation Report Format

MVRBC Action:Development of new Reference Lab Consultation ReportPresented by Denise Parbs at today’s TAC Meeting

Implementation: April 2012

Corrective ActionCustomer 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