2024 Patient Satisfaction Survey Results

In January-March 2024 we conducted a patient satisfaction survey and over 15,000 patients across England, Wales, Scotland and Northern Ireland responded and shared their views.

Result:

• Overall patient satisfaction is 87%
• This is a 2% increase since our last patient satisfaction survey

Commitments:

• Patients shared lots of valuable information on how we can improve our services and patient care.
• We have reviewed this across our business and committed to several areas of improvement

Listening and Acting on Your Feedback

Our patients’ insights have been instrumental in identifying areas where we can further improve. We are committed to making positive changes across four key areas:

Nursing:

• Nurse visit reliability and communication
• Communication and access to clinical teams
• Consistency of nurses visiting patients

Patient Services:

• Call experience
• Access to clinical support
• Alternative contact methods

Transport:

• Successful deliveries
• Accuracy of medication delivered
• Enhanced delivery models for the future

Pharmacy Services:

• Prescription requesting processes
• Prescriber query resolution
• Prescription building accuracy and efficiency