Establish a customer satisfaction programme within NHS hospitals.
Business Challenge
The primary objective of the project was to establish a programme of objective measurement amongst theatre staff and procurement in NHS hospitals to establish independent levels of customer satisfaction. The findings also guided allocation of resources to maximise customer satisfaction with infection prevention products and services.
Solution
A three stage survey programme was adopted based on:-An internal audit with CPT specialists, Clinical Nurse Advisors and Sales Reps. Two focus groups with Theatre and Procurement staff. CATI survey comprising 210 interviews with customers in NHS hospitals throughout the UK
Results
Areas of strengths and weaknesses were identified for each area of the infection prevention product groups investigated and action programs identified to remedy weaknesses.
