Patient & Client Satisfaction

Our Commitment to Patient and Client Satisfaction

At HealthNet, patient and client satisfaction is central to how we design, deliver, and continuously improve our clinical homecare services. We recognise that safe, reliable care and positive experiences are equally important to patients, healthcare professionals, pharmaceutical partners, and commissioners.

Our approach focuses on listening, measuring, and responding - ensuring our services consistently meet the needs of those who rely on them.

A Patient‑First Approach

We are committed to providing a service that is:

  • Respectful and compassionate, recognising the individual circumstances of each patient

  • Clear and accessible, with timely communication and practical information

  • Reliable and responsive, supporting patients throughout their treatment journey

By delivering care in the home, we aim to reduce treatment burden, improve convenience, and help patients feel confident and supported while remaining under the care of their NHS clinical team.

Patient feedback
"I wanted to let the wider team know what an extremely positive experience I had. I was really daunted to go back onto injectables and she alone has made my future with them so much better as I'm far less worried after her visit so a huge thank you to Dani!"

Measuring Patient Satisfaction

HealthNet actively gathers patient feedback to understand experience and identify opportunities for improvement. This includes:

  • Patient experience surveys and feedback tools

  • Monitoring of service interactions, including deliveries and nursing visits

  • Review of compliments, concerns, and complaints

Feedback is reviewed regularly and contributes directly to service development, training, and quality improvement initiatives.

 

Supporting Our Clients

Our clients - including NHS Trusts, Integrated Care Boards (ICBs), and pharmaceutical partners - expect services that are safe, compliant, and dependable. We focus on:

  • Delivering services in line with agreed contracts, pathways, and governance frameworks

  • Maintaining transparent communication and reporting

  • Supporting service continuity, capacity management, and pathway optimisation

This partnership‑based approach helps ensure confidence in service delivery and long‑term collaboration.

 

Quality, Governance, and Continuous Improvement

Patient and client satisfaction is underpinned by strong governance and quality assurance. We:

  • Operate within NHS England homecare expectations and ABPI‑compliant service models

  • Monitor performance against agreed service standards and KPIs

  • Use feedback, audit outcomes, and incident reviews to drive continuous improvement

Learning from experience is embedded into our processes to ensure services evolve in line with patient and client needs.

 

Listening and Responding

We believe that open communication is essential. Our teams work proactively to:

  • Resolve issues promptly and fairly

  • Identify trends and systemic improvements

  • Share learning across services

This responsive culture supports trust, transparency, and confidence in HealthNet as a long‑term homecare partner.

Client Feedback

SOBI

“We’re very satisfied with the service - it has consistently run to a high standard, and we continue to hear positive feedback from clinicians. HealthNet works pragmatically, moves quickly when needed, and reliably delivers on what you commit to.

What we value most is your reliability. The quality of your nursing support, your ability to help healthcare professionals initiate patients smoothly, and the strong data and reporting you provide all make a real difference.

Overall, we’re satisfied with the support we receive. Communication is good, and the partnership feels collaborative and constructive.”

Samsung

“We are satisfied with the service at HealthNet. We particularly appreciate your flexibility and willingness to meet our requests.

The service met our expectations well. We value your flexibility, clarity and being organised.

The manual input of the data (hospital name, address, etc) in the order overview might constitute a source of error which might need to be fixed. However, when we have experienced it, your attention to the customer's needs has made it possible to fix it in a relatively short time.

Overall, we are very satisfied with the support we receive.”

A smiling woman with short hair in an orange shirt talks to a nurse holding a tablet in a cozy living room setting.

Working Together

We are proud to work in partnership with patients, carers, healthcare professionals, commissioners, and industry partners to deliver high‑quality clinical homecare services.

Listening to experience and acting on feedback enables us to continuously improve and maintain high levels of patient and client satisfaction.

For further information, please contact your HealthNet Commercial Account Manager or email client.services@healthnethomecare.co.uk