2025 Patient Satisfaction Survey Results

In March-June 2025 we conducted a patient satisfaction survey, with thousands of patients taking part sharing their views and experience.

Result:

89% overall patient satisfaction, demonstrating directional improvement since our last patient satisfaction survey in 2024.

9/10 patients rate their overall experience of our service as good or very good.

Patients provided valuable feedback on how we can enhance our services and improve the care we provide.

We’ve reviewed this insight across the organisation and are committed to driving meaningful change.

Our focus is on making it easier for patients to engage with us and ensuring a more seamless experience.

Thanks to your feedback, we’re making meaningful changes to improve how we support you. Here’s what we’re focusing on:

Delivery enhancements
We’re assessing ways to strengthen our delivery service and improve delivery tracking.
Ancillary item fulfilment
Our teams are reviewing fulfilment processes to identify opportunities for greater accuracy and consistency.
Improved communication
We’re looking at how and when we communicate, with the goal of making updates clearer and more timely throughout your journey.
Smarter digital tools
We’re developing our app and other digital options to give you more flexibility and control.
Service excellence
We’re investing in training and leadership development to ensure our teams are equipped to deliver the best possible experience.
Nurse visit scheduling
A new scheduling system is now in place, and we’re capitalising on its functionality to improve continuity of care and optimise travel routes for greater efficiency.