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Patient Satisfaction Survey

Nutricia Homeward Nursing Service

Nutricia Homeward is committed to providing high quality care and it's important to us to understand how our patients feel about the service they receive from the Nutricia Homeward team.

Introduction

I am incredibly proud to be surrounded by a team of professionals who strive to deliver the high quality service and ensure everyone who needs or cares for someone requiring enteral nutrition, can do so safely and independently at home. I know how valuable and appreciated this is by all who experience it.

Catherine Shakespeare, Head of Nursing Services
Boy playing with toy

Maintaining our Best Care culture is very important to the entire Nutricia Homeward team. We want to make sure our patients receive the best service possible and all interactions throughout their Nutricia Homeward journey are as positive as they can be.

Sending patient satisfaction surveys to our patients helps us to understand what we are doing we and how we can improve.

  • Every new patient receives a patient satisfaction survey 6 weeks after their registration with the Nutricia Homeward service
  • A second survey is sent when a patient has been with Nutricia Homeward for a year, this is subsequently followed by an annual survey on the anniversary of their registration

How did we do in 2020? Patients gave 4 or 5 stars to the Nutricia Homeward Service.

*19,683 surveys sent (a combination of new patient and annual surveys). 2,584 returned = 13% response rate.

Nursing

I love being a nurse as I know I can make a difference. We can’t always make people better, but we can always make them feel better.

Alison Glashan, Nutricia Homeward Nurse
Homeward nurse with patient

If you were visited by your Nutricia Homeward nurse, please tell us how we did.

Our Nutricia Homeward nursing service scored 95%

"Enjoyed the home visits, warm and friendly nurses, made me feel relaxed"

"Sally, from day one has been a credit to her profession - a lovely woman"

"Very connected, compassionate and human"

Customer Services

My motivation is supporting our home tube feeding patients - I can't imagine not having someone there to help.

Sue Hudd, Nutricia Homeward Careline Coordinator
Customer service

Tell us how we did when you spoke to Nutricia Homeward customer services on the phone.

Our Nutricia customer services team scored 95%

"Extremely efficient, knowledgeable and courteous. Excellent team."

"Particularly anxious about delivery because of Coronavirus, put my mind at rest, very kind."

"All staff are friendly and always do their best to give the best customer service."

"I was not prepared for my husband being discharged early and therefore did not have any feed but your staff quickly arranged a delivery to us. Fantastic!"

Deliveries

Nutricia Homeward delivery guy

Tell us how we did when you spoke to Nutricia Homeward customer services on the phone.

Our Nutricia Homeward Delivery Drivers scored 94%

"Our delivery driver is always very friendly and helpful. Also during these difficult times with COVID-19, he kept his distance, was well protected with PPE and asked if we were OK and how we were coping"

"Always on time, even been amazing with the Coronavirus. Thank you"

"All staff are friendly and always do their best to give the best customer service"

"I was not prepared for my husband being discharged early and therefore did not have any feed but your staff quickly arranged a delivery to us. Fantastic!"

Friends and Family Recommendations

Patient and nurse close-up feet image

How likely are you to recommend the Nutricia Homeward services to friends and family if they needed similar care or treatment?

Friends and Family score for 2020 - 94%

"Your best is excellent. Keep up the good work"

"You are and have always in the past 5 years been kind, and always there to help"

Friends and Family Results (Jan- May 2020)

Friends and family January - May 2020 annual results graph

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