The results are in on our customer survey!

 In Improving Compliance, Medicines Management Processes, New Ashtons Services

Customer feedback is essential to Ashtons, ensuring our services are continuously evolving to fit the growing needs of healthcare organisations. We recently conducted our Annual Customer Survey to see how we were performing in the eyes of our clients and to get some feedback as to what we could do better as part of our Quality Management System (ISO9001:2008).

Firstly, we would like to say a massive thank you to all of you who took time out of your busy work schedules to complete our survey. The feedback we have received is invaluable. In the interest of transparency, we thought you might be interested in the outcomes of the survey.

Overall satisfaction levels

We had over 300 people respond via email and hard copy, which is a significant number to get an accurate scope for the feedback. Our first aim regarding this survey was to gauge the satisfaction rates of our clients. Our average overall satisfaction rating was 8.7 out of 10 with 222 respondents scoring us 8 or over.

Regarding our areas of performance, the quality of our service topped the bill with an average rating of 8.98 and our training for staff scoring lowest with 8.49, suggesting there is room to improve on this aspect. Since Ashtons took over their pharmacy services, 62.7% of our clients think their hospitals are performing better, with a further 33.7% saying it was the same, or that we were their first pharmacy provider.

Product and services ratings

The overall performance of our customer service team was rated at 9.21, with politeness being the highest scoring attribute at 9.36. Making you aware of new products and services was scored the lowest (8.25), which we will endeavour to improve upon, so you have the very best selection of products available to you when ordering your medical supplies.

Our finance team scored 9.07 for the overall level of service they offer, the service our pharmacist offers scored 9, while our range of products and services scored on average 8.9. A few services of note were ‘the provision of advice and drug information’ scoring 9.15, ‘the clinical review of prescription charts’ receiving 9.14 and our very own ‘Ashtons Pharmacy News’ scored an admirable 8.8.

Other notable results were that our Online Ordering Service scored an 8.67 and our overall delivery services received an 8.85.

Ashtons Customer Satisfaction Survey (Full) Results 2017

Below is the full list of results encompassing all areas of customer satisfaction we surveyed, for you to have a look at –


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We want to utilise as much of this feedback as possible and are continually working to improve our service to help ensure we are optimising your hospital’s performance while improving patient safety. Your feedback from this survey will go a long way in helping us achieve these goals. We welcome feedback about our service at any time. If you wish to contact us, email us at or phone us on 0345 222 3550.

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