2022 HSV customer satisfaction survey actions approved

HSV’s 2022 customer survey scores show strong improvement in customer satisfaction levels compared to the last survey scores in October 2020.

Since then, HSV undertook workshops and focus groups with Victorian health service employees in August 2022 to recap the annual survey findings and explain proposed actions.

The top three most important proposed actions as ranked by health services are:

• a supplier management framework 
• demand and supply planning to establish clear stock usage patterns at HSV’s Distribution Centre 
• HSV engagement with local businesses to participate in collective agreements.

“Thanks to our health service customers for taking the time to complete the survey – we received a total 425 comments which is a fantastic response,” says HSV Customer Experience Manager Brooke Crawford.

“We would also like to thank everyone who participated in the focus groups and provided valuable context that has helped us to prioritise our actions.

“HSV’s overall satisfaction rating was 79 per cent, a significant increase on the previous satisfaction rating of 63 per cent in October 2020,” says Brooke.

Other actions on HSV’s plan include:

• assisting health services to transition to HSV’s Purchasing Policies
• enhancing metrics around Modern Slavery Legislation, environmental, social and governance reporting, and legislative compliance
• increasing the number of health service customers accessing HSV’s supply chain services
• creating a model to identify new stock keeping units for contract and supply chain inclusion
• delivering a value engagement program and benefits reporting for metropolitan health services.

These proposed actions are now embedded in the operational action plans for each HSV business unit, and we will keep you updated on our progress.