Patients rate Lloyds Clinical highly for clinical support and medicine delivery
Nine out of ten patients told us they were either fairly or extremely satisfied with their overall experience of Lloyds Clinical in our latest Patient Satisfaction Survey.
The findings give us valuable insight into how people experience different parts of our service, from nursing and clinical support to medicine delivery and the digital tools available to help organise their deliveries.
Clinical support that makes a difference
Patients rated the overall quality of the nursing and clinical support they received highly, with similarly positive feedback on the professionalism and politeness of our clinical staff.
For people receiving regular or long-term treatment, being able to ask a question and know that helpful support is available can provide important reassurance.
One osteoporosis patient in Scotland told us: “Every time I have phoned to query something I am not sure about, the homecare service team and the nursing team have been very helpful and always leave me feeling reassured and very happy. They are so friendly and helpful.”
For our clinical teams, feedback like this is an important reminder of the difference clear communication and a responsive service can make alongside the treatment itself.
A positive delivery experience
The overall quality of our delivery service was another area rated highly by patients.
For people managing regular treatment, receiving medicines when expected and having clear information about delivery timings are important parts of a reliable service.
Another osteoporosis patient in Scotland said: “I am very happy with the homecare service I have received from Lloyds Clinical. Everything has run smoothly with me receiving my medication on the correct date and within the time slot allocated by text message. The delivery drivers have always been very polite, helpful and friendly.”
For some patients, being able to manage treatment themselves can also reduce the need for regular trips to hospital or appointments with a nurse.
A third osteoporosis patient explained: “I am very happy with my homecare service. I have been on treatment for 11 months and it is straightforward enough to do myself which I’m happy about. It saves having to go to the hospital/nurse every day for the injections.”
Making deliveries simpler to organise
Patients also told us about the role digital tools can play in making the practical side of their service easier to manage.
A biologics patient in Yorkshire and Humber said: “Really happy with the service provided. Reminder texts to book a delivery are helpful and booking on the app is very easy. If I ever need to call, the team are really helpful and I can always do what I need in a single call.”
Another biologics patient in Yorkshire and Humber told us: “Lloyds Clinical is perfect for me. The use of the app is great as I can choose the delivery date and if a sharps box is needed.”
Listening and improving
We are grateful to everyone who took the time to share their views with us.
Patient feedback helps us see where services are working well and where there are opportunities to improve further. We will continue to listen to the people who use our services and use what they tell us to inform how we develop the care and support we provide outside hospital.