HSV Customer Survey open for feedback until 8 March

HealthShare Victoria’s 2024 Customer Survey is now open for feedback from health services.

HSV is asking health service representatives for their comments and input on issues such as supplier management, procurement, communication, logistics management, and Distribution Centre operations, in addition to contract management support.

More than 1,900 representatives from 118 health services have been asked to participate in this year’s survey which is open until Friday 8 March.

Director of Customer Engagement Alfred Matthews says that HSV has continued to develop and mature its Customer Survey questions to gain a more in-depth understanding of customer requirements and experiences.

“The survey is seeking input on health services’ experiences of HSV processes, in addition to how satisfied they are with services provided,” Alfred says.

Our goal this year is to get more detailed feedback on those areas that we know are important to our customers,” he says.

“For example, the survey includes more specific questions on our logistics function as well as an opportunity to provide feedback on reference groups.”

In addition, this year’s survey is asking customers for their ideas on the future direction of HSV and the types of services they would like to see offered over the next five years.

Feedback from the survey will be analysed and an action plan developed to address the results later this year.

In 2023, HSV committed to three actions that arose from the Customer Survey. These were to review processes for Product Reference Groups, investigate ways for small and local suppliers to participate in tenders, and provide more information about the Distribution Centre.

The following work has been undertaken by the HSV team to address these matters:

• Terms of reference for Reference Groups are being revised to ensure customer input is sought within the appropriate timeframe.
• Published new content on the HSV website to help suppliers access the JAGGAER Advantage Procurement Portal where they can view and respond to tenders. A more detailed infographic will also be added to further clarify and simplify the registration process for suppliers.
• Published State Supply Chain (SSC) reports showing available stock on hand on the HSV website each week.
• Conducted site visits at regional and metropolitan health services including Albury Wodonga Health, South West Healthcare, Austin Health and the new Latrobe Regional Hospital.
• Commenced monthly Distribution Centre Director meetings to discuss strategic logistics matters with health services procurement leads.
• Incorporated updates about the Distribution Centre and visits with health services into our regular communications to health services, including the HSV Update.

The survey will take less than 10 minutes to complete and provides plenty of opportunity to provide tailored feedback.

If you haven’t received a link to the survey, please contact your Customer Relationship Manager. We would be grateful if you could respond by close of business on Friday 8 March 2024.