Customer survey provides insight and action

HSV’s health service customers have provided an insight into what is most important to them as part of the 2025 Customer Survey.

The survey was sent to over 1,980 contacts from 134 health services, and 295 valid responses were received. Sixty-nine per cent of respondents were satisfied with the overall performance of HSV, with 70 per cent confident that HSV is delivering value to the sector.

The 29 respondents who provided additional feedback and queries were contacted by HSV Head of Customer Relationships, Sergio Lacchiana.

“The follow-up calls give us an opportunity to better understand specific issues and quickly resolve them, which is one of the advantages of health services providing their contact details with the survey,” says General Manager Customer Engagement Alfred Matthews.

Health services told us they appreciated the responsiveness of HSV’s Customer Relationship Managers (CRMs), with many respondents singling out their CRM for recognition. There was also a positive response to HSV’s work to educate health services and suppliers about modern slavery risk mitigation and the general communication HSV provides.

Feedback indicated that the most important issues for our customers are the suitability of products or services, procurement support in the form of cluster sourcing and supply chain reliability. Health services told us areas they would like to see improved include supplier relationship management and communication to health services regarding agreements.

“Overall, the feedback indicates that health services are looking to HSV to further drive value for the sector,” Alfred says.

“We have identified areas for action and commenced work on three priority items. These include a greater focus on supplier relationship management with the recruitment of a General Manager Supplier Relationship Management, providing health services with greater visibility of contract management timelines and a review of how our tender reference groups operate to enable better engagement with the sector.”

Health services have been provided with the survey results and will be informed of the action items’ progress and any opportunities to be involved.

“I’d like to thank everyone who responded to the survey. Your valued input really helps drive change to improve the outcomes for the sector,” Alfred says.