Source · Select Committees · Public Accounts Committee
Recommendation 8
8
Acknowledged
NHS Supply Chain customer satisfaction declining, failing revised targets due to infrastructure issues.
Recommendation
NHS Trusts largely have the choice whether or not to purchase equipment and consumables through NHS Supply Chain. NHS Supply Chain must therefore gain trusts’ confidence in its services. It carries out a customer satisfaction survey to measure how satisfied customers are with its service. The survey shows that overall net customer satisfaction is in steady decline, from its peak of 67% in quarter two 2021–22 to 54% in quarter two 2023–24. NHS Supply Chain calculates overall net satisfaction by subtracting the percentage of customers who give a ‘low’ rating from the percentage who rate overall satisfaction as ‘high’.11 NHS Supply Chain has revised its overall net customer satisfaction target from 66% to 56% but is still failing to achieve this new lower target. We asked NHS Supply Chain why customer satisfaction is below target and declining. NHS Supply Chain recognised that there is a long list of things it needs do, which should improve services for its customers, and expects to see customer satisfaction start to improve. However, NHS Supply Chain explained that it does not expect to see significant improvement until it has completed the modernisation of its infrastructure and technology.12 Oversight of NHS Supply Chain
Government Response Summary
The government agrees, stating a business case for NHS Supply Chain's modernisation programme will be submitted by Winter 2024 to enable the 80% market share target and presumably improve services, but it does not detail specific actions to directly address declining customer satisfaction or gaining trusts' confidence.
Government Response
Acknowledged
HM Government
Acknowledged
1.1 The government agrees with the Committee’s recommendation. Target implementation date: Winter 2024 1.2 The business case for NHS Supply Chain’s modernisation programme will set out how and by when the conditions for the achievement of the original 80% goal will be in place. NHS Supply Chain expects to submit a programme business case to NHS England (NHSE) by Winter 2024. While NHSE cannot mandate the use of NHS Supply Chain (NHS SC), the modernisation programme, if delivered in full, will unlock the potential for the 80% target to be met. 1.3 The NHS SC business plan for 2024-25 sets out a target to achieve a market share of 65% by year end. It includes improvements to the logistics channels by mid-year, supporting growth in the north, piloting and scaling the new online ordering system alongside the continued engagement with Trusts and ICSs to ensure commercial solutions meet the needs of the NHS. 1.4 NHS SC will continue to update the Committee on details of performance against the plan until completion of the programme.