95.6% of patients rate us positively.
A year of homecare, told in the words and ratings of 2,409 patients across more than thirty NHS Trusts — from the first phone call to the last knock at the door. Here’s what they said.
About this survey. Every year we run the standard patient experience survey required by the National Homecare Medicines Committee (NHMC). It’s completed by patients anonymously and benchmarked against other UK homecare providers. This report covers responses for the year ending 21 May 2026 — 2,409 patients across 30+ NHS Trusts.
How we’ve calculated this year’s figures
This edition corrects two things in how our dashboard presented the data, so the numbers here are a truer reflection of patient experience.
Clinical questions now exclude non-applicable responses
The clinical-support questions only appear for patients receiving a nursing service. Of 2,409 respondents, 220 receive that service; for the other 2,189 the questions never appeared and were recorded as blank. Treating blank as “not applicable” and removing it from the base reveals the real picture — and it’s excellent.
We lead on “% positive”, the NHS standard
Alongside the mean score out of 5, this report leads on the percentage of patients giving a positive rating (top two responses). This is the measure NHS Trusts and the NHMC use to benchmark providers, and it reflects the patient view more directly than an average alone.
Every figure here reconciles to source. All scores were recalculated directly from the raw response export (2,409 records) and match the live dashboard to within rounding. Nothing has been adjusted upward — the headline simply reflects the correct metric and the corrected clinical base.
“Patients trust us because we get the basics right — and we’re kind while we do it.”
The closer a question got to the human touch, the higher patients scored us. The medication arrives complete, on time, and the person who hands it over treats them well. That is the foundation everything else is built on.
Every single metric moved in the right direction
From 2024/25 to 2026, all 19 questions on the NHMC patient experience survey moved up. Some by a fraction, several by a lot — with not a single regression across the whole instrument.
The overall experience score climbed from 4.56 to 4.76
That’s a +0.20 point lift on a 5-point scale — a meaningful shift given the size of the sample. But the more telling story is in the spread: every section of the survey moved up.
| # | Question | 24/25 | 2026 | Change | Trend |
|---|---|---|---|---|---|
| Customer Service | |||||
| Q1 | Overall experience of service | 4.56 | 4.76 | +0.20 | |
| Q2 | Services arranged & info provided | 4.47 | 4.71 | +0.24 | |
| Q3 | Ease of contacting customer service | 4.43 | 4.61 | +0.18 | |
| Q4 | Queries answered / problems sorted | 4.49 | 4.62 | +0.13 | |
| Q5 | Complaints & concerns handled | 4.38 | 4.49 | +0.11 | |
| Q6 | Helpfulness & courtesy of CS team | 4.70 | 4.78 | +0.08 | |
| Q7 | Overall quality of CS team | 4.64 | 4.74 | +0.10 | |
| Deliveries | |||||
| Q8 | Choice of delivery time | 4.36 | 4.59 | +0.23 | |
| Q9 | Accuracy & completeness of supplies | 4.74 | 4.82 | +0.08 | |
| Q10 | Punctuality of deliveries | 4.62 | 4.73 | +0.11 | |
| Q11 | Helpfulness & courtesy of delivery person | 4.77 | 4.86 | +0.09 | |
| Q12 | Collection of waste / unused equipment | 4.60 | 4.75 | +0.15 | |
| Q13 | Overall quality of delivery service | 4.64 | 4.77 | +0.13 | |
| Clinical & Hospital | |||||
| Q14 | Timeliness of clinical support team | 4.63 | 4.72 | +0.09 | |
| Q15 | Hospital info on therapy & medication | 4.56 | 4.58 | +0.02 | |
| Q16 | Hospital info on homecare service | 4.38 | 4.44 | +0.06 | |
| Q17 | Who to contact at hospital | 4.28 | 4.34 | +0.06 | |
| Q18 | Complaints handled by hospital | 4.19 | 4.20 | +0.01 | |
| Q19 | Overall homecare service satisfaction | 4.50 | 4.69 | +0.19 | |
Where the promise meets the doorstep
If there’s one section worth printing on the wall, it’s this one. Every delivery question scored 92% or above. Every one.
The standout: Q11 — delivery courtesy
The single highest-rated question across the entire survey, with a mean of 4.86 and 89% of those 2,389 patients choosing the very top rating. In an industry where logistics often get outsourced and treated as a cost line, the human handover at the door is our most-loved touchpoint. That’s a hiring story, a training story, and a culture story — all in one number.
95% of patients feel heard
Our customer service team handled questions, queries, complaints and “just checking” calls from thousands of patients this year. The scores tell us something important about how people feel after putting the phone down.
Helpfulness & courtesy of our team
Patients consistently tell us our team is warm. Q6 sits in the top tier of the whole survey, with a mean of 4.78.
How complaints are handled
Still strong, but the lowest of our seven customer service questions (mean 4.49). A clear target for the year ahead — with a dedicated complaints workflow now live.
The part of the journey we share
The hospital section is where homecare sits alongside the Trust. Patients rate the whole journey here — from the conversation in clinic to the support they receive when something needs sorting. The scores stay strong, and where they soften they point to touchpoints we can keep improving together with our Trust partners. Clinical scores, now corrected, are among our strongest.
When patients rate their homecare service itself, they return to 94%
Q19 asks specifically about the homecare experience after the hospital touchpoints, and the score lifts back to 4.69 / 94.0% positive. We’ll keep working closely with Trust pharmacy teams on the joined-up moments — clearer contact pathways, smoother referrals, visible escalation — because when those parts of the journey feel seamless, every score in this section moves with them.
The nursing service, seen properly
Clinical support reaches 220 of our patients — those receiving a nursing service. The four clinical questions only appeared for those patients, so we’ve removed non-applicable responses from the base for the first time. The picture that emerges is excellent.
When clinical patients were asked their preferred future appointment format, 89 chose remote, 52 face-to-face, and 41 said either — the model patients want is hybrid.
What the numbers don’t say
The scores tell us how patients feel. The free-text comments tell us why. A small selection, drawn directly from the feedback form, unedited.
Since being on this medication, no side effects. I feel I have got my life back. I have no pain whatsoever over these last 14 months. I am enjoying life as I had hoped to and embrace every minute of it. Thanks to you all.
The service works perfectly. I’ve never had cause to contact customer service as the delivery experience is flawless and excellent.
The PHP aspect of my treatment is first class.
Anytime I call, really pleasant staff and always helpful. Always reliable and friendly, and within the time slot.
Three things we’re acting on
A 95% satisfaction score is not the end of the conversation. The free-text comments surfaced three themes that came up over and over — here’s what patients said, and what we’re doing about it.
Delivery windows that fit working lives
— Patient, University Hospitals Sussex NHS Foundation Trust
Reliable 2-hour text notifications
— Patient feedback theme, multiple Trusts
Earlier prescription reordering
— Patient feedback theme, multiple Trusts
Why this report matters for procurement
For commissioners and Trust pharmacy teams evaluating homecare, three numbers do the heavy lifting:
There’s no version of homecare excellence that doesn’t start with the basics — the right medication, complete, on time, handed over by someone the patient is glad to see. The opportunity now is to translate that excellence on the doorstep into excellence further up the pathway: in the clinic, in the hospital portal, in the moments before a delivery is even booked.
2,409 patients chose to tell us
They didn’t have to. That they did — and that 95.6% of them rated their experience positively — is the strongest possible signal that homecare, when it’s done with care, is a service people actively want to talk about.
Working with the NHS — together
If you’re a commissioner, Trust pharmacy lead, or partner evaluating clinical homecare, we’d love to walk through the detail with you. The full report and supporting data are available on request.
About this report
Personal Homecare Pharmacy is a GPhC-regulated clinical homecare provider serving NHS Trusts and pharmaceutical companies across the UK. This report covers the year ending 21 May 2026 and is prepared as part of our standing reporting commitment to the National Homecare Medicines Committee (NHMC).
See also: our build-up to Clinical Pharmacy Congress 2026 and our post-event highlights.
All scores in this report are drawn from the standard NHMC 19-question patient experience survey. Responses are anonymous; quotations are reproduced with NHS Trust attribution only.
