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Industry Standard KPIs

The level of service you receive is not only important to you, but to us too

HealthNet Homecare are members of the National Clinical Homecare Association – (NCHA) and are regulated by the General Pharmaceutical Council (GPhC), Care Quality Commission (CQC), Medicines and Healthcare products Regulatory Agency, Regulation and Quality Improvement Authority (RQIA) and Care Inspectorate.

The below chart shows the industry standards we are expected to meet

There are set industry standards we, as an industry are expected to meet. This is to ensure patient safety is the focus of everything we do.

We use these standards as a minimum target to achieve and aim to exceed them across all areas of our service delivery.  

Our priority is, and always will be your safety and wellbeing. 

This means…


of patients registered with HealthNet Homecare receive their first medication delivery within 5 working days. Meeting industry standards. 



of patients registered with HealthNet Homecare receive their first medication delivery within 3 working days. Exceeding industry standards. 

We work in partnership with the NHS and therefore aim to meet the NHS standard KPIs. 

NHS Standard KPIs cover areas such as: 

  • Successful on the day deliveries – these are deliveries that were made successfully on a date previously agreed with the patient – HealthNet Result: 99.7% 
  • Number of active patients who have raised a complaint regarding services levels – HealthNet Result: 0.03% 
  • The number of safeguarding incidents concerning active patients – HealthNet Result: 0% 

Contact Us

We hope your experience with HealthNet Homecare is a good one. 

If for any reason it is not, please contact our Customer Care team using the button below

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Alternatively, you can also seek advice from the local Patient Advice and Liaison Service (PALS). PALS are not part of the complaint’s procedure itself, but they might be able to resolve your concerns informally or they can tell you more about the complaint’s procedure and independent complaints advocacy services. 

You can find your local PALS office online at:  

An independent complaints advocacy service (ICAS) is available to provide advice and support for people who wish to complain about the NHS. Your local ICAS service can be contacted on 0300 330 5454