County Durham Procurement Consortium

Transcription

1 County Durham Procurement Consortium 2013 Procurement Questionnaire In August 2013 the Procurement Department issued its annual questionnaire to its five main groups of customers. This year s questionnaire is aimed at the same group of users as the previous three years (Uniforms, Stationery, Catering, Continence and Clinical Sundries) in order that a true comparator can be evaluated. Purpose of the Questionnaire The aim of this exercise is to compare the results against the 2012 questionnaire, identify potential improvements to enhance the customer experience and to measure the level of customer satisfaction currently provided. Adding to this there is a need to analyse the feedback given and to identify any weaknesses. The feedback will also be used to monitor our performance against the customer care standards which are available on the Trust internet site. The feedback will help the Department clarify if any improvements to the service have been achieved since the previous year. The aim would be to further improve the service by setting new targets for the future. The 2013 questionnaire results will be directly comparable to the results gained in Feedback and comments on the following elements of Procurement was sought Customer Care Officers, Procurement Specialists, Materials Management Service, Cardea, Cardea Helpdesk, Receipt and Distribution, Delivery Times, Office Standards and Efficiency. Below is a graphical view of individual ratings, followed by comments made by staff and responses from Procurement. This data will be made available on the Department s intranet site which can be accessed by any member of staff within the Trust. Page 1 of 9

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6 Comments To have responses added to each How helpful do you find the Procurement Department Members of Staff? Lee and Mike who do the ward top up are most helpful Not Sure I have had dealings with any other depts. But always very good response. I have found everytime I ring in connection with a query Cardea are always helpful. The team are very good at handling queries and I generally find them very helpful, able to offer plenty of advice when necessary. I only order for children in the community. Therefore I cannot comment on buying team, customer care officers or top up. Don t have anything to do with buying team or customer care so cannot comment sales reps state difficult to get to see them! Sometimes my orders have not been split between DMH and BAGH as requested. This I think happens when the usual store man isn t in. Requisitioners have the ability to select and split by product line delivery locations, contact Cardea trainer Paul Lincoln for advice and instructions As stated in our customer care standards staff aim to answer the telephone within 5 rings how efficient are we at this? Always a long wait. Implemented helpdesk which should reduce wait - line managers are able to see number of calls, wait times, etc. and action accordingly, if problem persists contact Mark Hughes in Procurement When I ring the customer care officers, the line is generally busy and so I am put in a holding queue. I am not usually kept waiting for long. Implemented helpdesk which should reduce wait - line managers are able to see number of calls, wait times, etc. and action accordingly, if problem persists contact Mark Hughes in Procurement Cardea helpdesk is excellent always friendly and very helpful. We aim to be polite and informative when answering customer telephone calls stating which department you are speaking to and the name of the member of staff. How do you find the telephone manner of our staff? I find the teams very pleasant to talk to, very knowledgeable and helpful. Page 6 of 9

7 We aim to attend to anybody visiting our office for an appointment/meeting within 5 minutes. How effective at doing this are we? Numerous comments never visited How do you rate the office we work in for meetings/appointments? Numerous comments never visited How satisfied are you with our handling of s by our staff. We aim to acknowledge your within 2 days of receipt? Always get a prompt and efficient response. Melanie Hall in Procurement continues to be exceptional! I tend not to send s I just ring the department concerned each time Always get a very fast response, rarely have to contact them again to clarify any points Have not ed the departments How efficient is the department at notifying you if there is an issue with an order you have placed? Orders have been changed in the past and we have not been notified. Requisitions only changed to include standard products, however will ensure Customer Care Officers notify requisitioner of any changes Always get a prompt and efficient response. Occasionally the requisition is amended without receiving an advising me of the changes made. To a standard product, however will ensure Customer Care Officers will notify requisitioner of any changes Re: External supplier only I chase up expected delivery dates for orders regularly that highlights the supplier has either lost the order or didn t receive it in the first instance. System monitors and logs all orders processed to suppliers e mail address, the Information Team action any orders not received by suppliers by processing manually - this is very rare, if problem is still occurring contact Steven Beresford. We would not expect users too chase up orders as this highlights a problem which needs to be dealt with by Procurement staff and supplier Page 7 of 9

8 Cardea Comments I do more nci orders as search has not been successful. Included in the October upgrade was an improved search facility - all users should see an improvement Search function is very poor on Cardea. Pictures would be very helpful of catalogues Included in the October upgrade was an improved search facility - all users should see an improvement When on night shift Cardea often shuts down. System needs to back up information on a daily basis the back-up takes place during the night, however a notice will be posted on Cardea Home page identifying times back-up takes place e.g. 02:00-03:45 Search too strict some everyday items can t be found as obscure description. Included in the October upgrade was an improved search facility - all users should see an improvement More photographs and details would be very helpful on Cardea. Images and product details are added to system on a weekly basis, however this is supplier dependent I have never undergone formal training (it wasn t offered when the system first was introduced). However I have found the system very easy to use, am very happy with Cardea. All users are offered training prior to using system, regular training courses are available if required and details of these courses can be found on Cardea Home Page How do you rate the time it takes to have your order delivered? Some suppliers take too long. Assume this refers to delivery of product, contact Customer Care Officers who will contact supplier and request delivery date I have found in the past that suppliers have not received our order and I then have to send it on. Also orders from NHS Supply chain don t turn up and I am then told we are out of time chase and need to reorder. System monitors and logs all orders processed to suppliers e mail address, the Information Team action any orders not received by suppliers by processing manually - this is very rare, if problem is still occurring contact Steven Beresford All depends upon time it takes to get authorisation of order. Requisitioners have the ability to view status of requisition, order, etc. regarding approval the audit trail identifies who the requisition is sitting with for approval and how long it has been waiting to be approved, contact Cardea trainer Paul Lincoln for advice and instructions Page 8 of 9

9 General very quick deliveries. Have had a few issues with Supply Chain not delivering where they were asked to deliver but this has been resolved, thanks to a lot of work by Anne Whitham. I speak to Sandra Maddison frequently who has been a huge source of help. I also would like to praise Kelly and Melanie, who have also helped me on numerous occasions. Orders are sometimes very quickly delivered, however some orders fail to reach the suppliers and orders need to be resent. If I did not check with the suppliers I would never know if the orders have failed to receive our orders. System monitors and logs all orders processed to suppliers e mail address, the Information Team action any orders not received by suppliers by processing manually - this is very rare, if problem is still occurring contact Steven Beresford. As orders do not seem to be chased up to see if they have been received by the supplier. System monitors and logs all orders processed to suppliers e mail address, the Information Team action any orders not received by suppliers by processing manually - this is very rare, if problem is still occurring contact Steven Beresford. Supply Chain can be a problem especially E-Direct items direct from suppliers certain companies only deliver once a week if cut off point is missed have to wait until the next week. Contact Anne Whitham who will organise urgent delivery when required or if applicable more than one delivery per week We only have a delivery once a week its sometimes difficult for us if we run out of stock we have to wait 48 hours to a week to get a supply and most of our stock is urgent. Contact Anne Whitham who will organise urgent delivery when required or if applicable more than one delivery per week Page 9 of 9