Your Voice Matters: Insights from Our Recent Patient Feedback Survey

At HealthNet, we believe patient feedback is essential to providing the best possible care and services. Our commitment to enhancing your experience is reflected in our recent patient feedback survey conducted on behalf of the NHS.

The survey is a vital tool for understanding your needs and ensuring we are continuously meeting your expectations.

What is the Patient Feedback Survey?

The patient survey is a collection of standardised questions set by the NHS and designed to collect your thoughts on various aspects of our services.

Your feedback is invaluable; it allows the NHS to compare various homecare companies who provide similar services, to them. It is shared anonymously with stakeholders, and it helps us make informed decisions about improvements and new initiatives as well as shape our service provision.

We would like to thank all of you who participated in our recent survey.

What the most recent survey has taught us

We are pleased to report that we are doing well in several areas; however, our goal is to be exceptional.

"This is an excellent service that I didn't know existed until I needed it. You are fantastic and an absolute lifeline to me trying to manage a long-term health condition while balancing employment and a busy family life. I'm not sure I could do it without you! All of the people I have had contact with have made everything seem so easy, and I am very grateful to you all. Thank you all."

"From beginning to end I'm very happy and incredibly impressed with the service. Well done on being so efficient, easy to contact and arrange deliveries. Everything has the customer as the priority which makes life so much easier. Everyone I have had contact with is professional and caring. A superb service - thank you."

"Excellent service all round from my perspective. Have had to contact Patient Support on the odd occasion but my queries have always been resolved quickly. Your delivery drivers are some of the best in the business - always — on time and with a smile on their face, whatever the weather conditions are."

"Their reliability along with the medicine that they bring to me has contributed greatly to my path to recovery. In old age, the last thing you need is additional problems, and HealthNet eradicates those concerns. They have been instrumental in bringing me back from the brink and giving me back my quality of life. Keep up the good work."

What we have learnt we need to address

1. Delivery Time Slot Notifications: Many of you expressed concern that we are not always able to support your request for a ‘before 1pm’ or ‘after 1pm’ delivery and at times the confirmation of the delivery window has arrived very late in the evening.

2. MyHealthNet App and Patient Portal: Some patients have experienced issues using the App and others similarly with logging into the Patient Portal, both of which are intended as easy ways to arrange and manage a delivery.

3. Phone Wait Times: Some patients fed back that call wait times were from time to time unacceptably long.

4. Ordering Sharps Bins: Several patients said information about how to order and return sharps bins could be clearer, and they would value greater App functionality to manage this area of service.

What are we doing about it

In 2025, we will work to improve the timing and accuracy of our delivery time slot notifications, the functionality of the My HealthNet App and Patient Portal, and our phone wait times.

In the meantime, please visit our FAQs page where we you can find the answer to many questions, saving you time the phone.

You can also find answers to your problems with our digital tools (App, Portal, one-time-link) on the specific digital tools page. Here you will find a handy guide to adding non-medicine items, such as a sharps bin, to your order.

Moving Forward Together

Your feedback is instrumental in our journey toward excellence. While we are proud of our achievements so far, we are focused on continuous improvement, so your experience is always exceptional. Every survey response helps us understand patient and carer needs and preferences, guiding us to implement changes that genuinely make a difference.

Together, we can make HealthNet not just good, but exceptional.

If you have any further suggestions or comments, please do not hesitate to reach out to the team at enquiries@healthnethomecare.co.uk.

Your voice truly matters, and we are here to listen.

If you would like to be involved with shaping our projects and new service design, please contact research@healthnethomecare.co.uk to find out more.