Service user feedback
The international Organisation for standardisation, ISO is a body that has set over 25 000 standards relating to manufacturing and technology.
ISO 9001 is the standard that sets out the requirements that must be fulfilled for a quality management system, or QMS.
ISO9001:2015, Clause 9.1.2
Customer satisfaction: The standard requires organisations to monitor customer's perceptions of the degree to which their needs and expectations have been met. It is up to the organisation itself to determine the methods to be used for obtaining, monitoring and reviewing (using) this information.
We have identified two sets of customers / users of our service.
#1: And they will ALWAYS be #1: patients. The people trusting us with the safety and security of their very precious gametes / embryos.
#2: The clinics we work with.
We collect, and analyse as much feedback as possible.
For patients, we use reviews on Trust Pilot. After each transport has been completed, Bob sends out an email and he thanks the patient or couple, and then asks them to leave a review on Trust Pilot; he does, however, does stress that this is optional. To date we have 77 reviews and all are five star. You can check our reviews by looking here
https://www.trustpilot.com/review/lifeonice.co.uk
This year at our annual Quality Management review we identified that we weren’t asking for feedback from clinics, and so we designed and distributed a user feedback form for clinics. We used a Google form and tried to make the survey as short and as user friendly as possible.
There were just five questions, the option to give a job role / designation and clinic, and then a free form box for any further comments. We have closed the survey at 30 responses and we have been delighted by the outcome.
The surveys were completed by a variety of staff from all around the UK, all four nations, plus one from Germany.
Question 1: How often have you worked with LOI?
Question 2:
Questions regarding the process when setting up a transport. Quite a few ‘NA’ responses here, as the staff setting up a TPA were not necessarily going to be the staff seeing the courier on the day, but the survey was open to any staff who have encountered LOI. Pricing was often not applicable, as in most cases, the contract is with the patient; it is usually the patient who is paying!
Question 3 focusses on the day of the transport itself, and the courier.
Question 4 is centred on our Quality Management System, QMS. Two clinics have carried out a full arm’s length audit, and we have issued our Quality Policy, Quality Manual and evidence of vessel validation as and when requested.
Question 5. In summary, would you recommend us? To us, this one is critical.
The results are in…
Staff in clinics have been satisfied or very satisfied with all our processes and with our couriers 100% of the time – apart from ONE NEUTRAL regarding a price.
100% of respondents were satisfied or very satisfied with the processes leading up to the transport; the information provided regarding our service, the ease of setting up a TPA and the planning and liaison pre-transport.
100% of respondents were satisfied or very satisfied with the punctuality, professionalism and appearance of the courier.
100% of respondents were satisfied or very satisfied with the evidence of our QMS. Plus, half of respondents had requested some form of evidence.
100% of respondents were likely to recommend us to a colleague, with nearly three quarters being very likely.
There were a few free-form comments, and many mentioned cake…
“Life on Ice is simply the best! A proper Quality management system, great equipment, smart, polite, professional staff. They clearly understand the importance of what they are handling. Everything is exactly as a specialist fertility courier should be. Plus... who doesn't love a cupcake!?!”
“Always a pleasure working with Life on Ice! Thank you for your support!”
“Excellent service with friendly professional staff”
“It was actually a patient who used you to transport their specimens but the whole process was very smooth and there were cakes!”
“Best specialist courier company there is by far! Always professional, informative and actually care about patients and their precious gametes/embryos. It's refreshing and a relief that there is a company like this that has a full awareness of the material being transported (unlike many other couriers) and can safely handle such materials. Life On Ice is the only company I would trust with gametes/embryos. From the communication to the equipment they used, the service is outstanding.”
“We are very happy working with Bob and love the cupcake so much!”
“Very well and professionally done”
“A true sense of the meaning "specialist" courier company. Very refreshing to finally have a courier company who knows what they are transporting, who are trained in handling gametes and embryos and who actually care about the patient at the end of it. The equipment and temperature monitoring processes are excellent, communication is on point and professionalism is second to none.”
“Never had a problem with the service provided. Proactively helping us busy clinics in providing a great service for our patients. When Life on Ice came along, this rather niche service was crying out for a company of this quality.”
We are closing our feedback form for now, but we are looking at whether we should have a form available for continual feedback.
Thank you to all our colleagues in the clinics who took time to respond, we look forward to working with you again soon.