Results of Consumer Satisfaction Survey 2008
The HSE National Cold Chain Delivery Service delivers vaccines to general practitioners, hospitals and health centres and has been in operation since January 2005. All vaccines provided under publicly funded immunisation programmes are now delivered on a monthly basis to over 1800 customers. The vaccines are delivered under validated temperature-controlled conditions to ensure their high quality.
This service is provided by a company contracted by the HSE and overseen by the HSE National Immunisation Office. In January 2007, United Drug Distributors replaced the previous provider whose two-year contract expired in December 2006.
In order to determine how well this service is working and to ensure that it is meeting customers’ needs a two-page questionnaire was sent to 1,489 general practices during May and June 2008. A total of 981 questionnaires were returned giving a response rate of 65.8%.
The main findings of the survey were a high satisfaction (>95%) with most aspects of the delivery service including interactions with delivery staff, vaccine ordering services and timelines for vaccine delivery.
The HSE Cold Chain Delivery Service also provides a Vaccines Returns service to collect unused or expired vaccines. This was rated as good or very good by 83.5% of customers.
In addition, almost 60% of respondents stated that the service was improved or much improved compared with that of the previous provider
This survey has found that overall customers are satisfied with current service provision. Both the HSE and United Drug Distributors should be commended on the quality of this service.
The full report can be accessed here. |
