Our Patient Survey Results 2025

Your Feedback Matters – Here’s What You Told Us

At HealthNet Homecare, your feedback helps us understand what’s working well and where we can do better. Every comment and suggestion makes a difference in shaping the care and services we provide.

Our Annual Patient Survey

We recently carried out our annual patient feedback survey on behalf of the NHS. This survey is an important way for us to hear your thoughts and make sure your experience keeps improving.

The survey includes a set of standard NHS questions about different parts of our service. Your responses are shared anonymously with the NHS and help us:

• Review and improve our services

• Launch new initiatives

• Shape the way we deliver care

A big thank you to everyone who took part – your input is invaluable!

The Results Are In…

We’re proud to share that overall patient satisfaction was 97%, an improvement on last year’s results. This shows how your feedback has helped us make meaningful changes.

Here’s what some of you said about your experience:

"The Homecare service was outstanding. The nurse I had was extremely supportive, knowledgeable, reassuring, patient. She went above & beyond to support me through this new treatment."

"Both administration and delivery staff helpful and friendly, staff are very professional and polite. Thank you."

"My experience with the homecare service has been excellent. Any telephone interaction has been positive. When I was away and wasn't able to answer the phone, I received a link to arrange the delivery which was superb."

"The experience I have had with the service so far has been excellent. This includes the educational visit from the nurse, customer service, the app and the delivery drivers. All have helped make our lives less stressful."

What You Told Us to Improve

Your feedback highlighted areas where we can do better:

1. Delivery Scheduling: More flexibility and earlier notifications, plus evening/weekend options.

2. Digital Tools: Fix login issues and make the myHealthNet App and Patient Portal easier to use.

3. Communication: Reliable callbacks and better coordination between hospital and homecare.

4. Ancillary Supplies: More control over ordering and clearer disposal guidance.

5. Clinical Support: Additional resources after nurse visits, such as visual training clips.

What We’re Doing About It

We’re already taking action:

• Sending delivery notifications earlier and exploring evening/weekend options.

• Upgrading the myHealthNet App and Patient Portal with real-time tracking and simpler ordering (launching January 2026).

• Introducing live chat and improving callbacks with a new communication system (Phase 2 coming Spring 2026).

• Allowing customisation of ancillary supplies and adding clear disposal instructions.

Moving Forward Together

Your feedback is at the heart of everything we do. We’re proud of what we’ve achieved so far, but we’re always looking for ways to make your experience even better.

If you have ideas or comments, email us at enquiries@healthnethomecare.co.uk.

Want to help shape future services? Contact research@healthnethomecare.co.uk to get involved.

Together, we can make HealthNet not just good – but outstanding.