You gave us your feedback, and we took action.
We Listen; We Act.
The 2024 patient satisfaction survey results are now in.
At Personal Homecare Pharmacy, we genuinely value our patients' feedback and are committed to listening to your needs and acting on them. We want to extend our gratitude to all the patients who took the time to participate in our 2024 patient satisfaction survey. Your insights are essential in helping us maintain and improve the healthcare experience we provide. Thank you for sharing your thoughts with us.
Firstly, what is the patient satisfaction survey, and how do we use it?
The patient satisfaction survey consists of standardised questions created by the NHS, aimed at allowing patients to provide feedback on various aspects of the services we offer. We use this feedback to assess our performance and to identify areas for improvement. The survey results are shared anonymously with key NHS stakeholders, helping them monitor our performance as well. Patients can rest assured that we are continuously listening, learning, and are dedicated to delivering an unparalleled service experience that truly exceeds our patients' expectations!
The 2024 patient satisfaction survey received over 600 responses, indicating strong engagement. Overall, 91% of respondents rated their homecare service experience positively, with an average score of 4.56 out of 5.
Key strengths highlighted by patients include:
Customer Service Excellence – The helpfulness and courtesy of the customer service team received a 4.63 average score, with 93% satisfaction.
Reliable Deliveries – Accuracy, completeness, and punctuality of supplies scored highly, with an average of 4.62 and 93% satisfaction.
Helpful Delivery Staff – Patients found delivery personnel courteous and supportive, rating them 4.50 on average, with a 92% satisfaction rate.
Clear Information & Support – Patients appreciated the information provided about therapy and homecare services, scoring an average of 4.15 (81% satisfaction).
Efficient Problem Resolution – Answering queries and concerns was well-rated at 4.32, with 86% satisfaction.
Overall, our results demonstrate a high level of patient satisfaction, with key service areas excelling in reliability, support, and professionalism. We can also see some areas that have scope for improvement, and our team collectively worked to implement some changes to drive improvement, which delivers greater performance.
What have we implemented?
We designed and developed three new portals: one serving patients, one for our NHS pharmacy colleagues, and one for our nursing services.
• The new patient portal allows patients to choose their delivery date and location, also providing access to information and educational materials 24/7
• The new portal for the NHS allows each commissioning NHS trust to refer patients quickly and to access their own patients’ medication dispensing/delivery and invoice details in one secure place
• The new nursing portal allows faster access to patient information for the nursing team
All are designed to improve operational efficiencies, which in turn provides an improved service to patients and their carers.
Listening to our customers' views is important to us. This is some of the feedback we have received from patients and our NHS Colleagues
Patient Feedback
“Spoke to Yusuf today and ordered my repeat prescription. I was on hold for less than 1 minute and Yusuf quickly sorted out what was needed. Previous experiences have also been 10/10 including deliveries. They seem very efficient.”
“Ismail dealt with my email promptly and courteously. I am most grateful. Thank you”
“I have used PHP for a few months now. I spoke to Raine from customer service today, who was really friendly and sorted everything I needed in a very timely manner. Great service.”
NHS Feedback
“We are very happy with PHP from our side of things, seems very efficient and easy to contact people etc.”
“Very quick to turn around scripts and get deliveries out on time. Fast response to emails, they clarify scripts with us if unsure of anything.”
“From my experience Personal Homecare Pharmacy are a very effective Homecare provider. Queries and prescriptions are processed very efficiently ensuring patients receive their medication on time. At the time of moving some of our patients from a different provider, Personal Homecare Pharmacy provided an excellent service, communicating with the trust at all times. Personal Homecare Pharmacy are a pleasure to work with and I look forward to working with them in the future.”
“I just wanted to drop you a quick email to say how pleased we are with the service provided to our patients. Although there has been teething issues, they are always dealt with promptly by the call handlers. They are very good at problem solving and going the extra mile For our patients. Please pass on our thanks!"
We are delighted with the feedback overall, and we thank you.
What does the future bring
We remain committed to listening and acting to support our patients, as well as our colleagues in the NHS and the pharmaceutical sector. This approach will enable us to collaborate on new initiatives and explore safe ways to introduce innovation and technology into our practices, ultimately improving the care we provide for our patients. For any patient who is not yet registered on our patient portal, please ask a member of the customer service team, who will be happy to assist you. You can email them at [email protected] or call 01827438775.
If any of our NHS clients wish to explore our new innovative NHS portal, we would be delighted to showcase it to you. We are also looking forward to introducing a new patient app and website, which we will share with you very soon.
We are always listening and acting in collaboration. Thank you for your time.
