Patient Satisfaction Survey


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.


“Thank you to all our patients who took the time to give us feedback last year. You have my commitment that I will continue to listen to feedback and make improvements to the service that you receive”. Catherine Shakespeare, Patient Services Director

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. Asking our patients to complete Patient Satisfaction Surveys helps us to understand what is working and what we can improve on so we can maintain a patient-centred service.

  • 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 2022? Patients gave 4 or 5 stars to the Nutricia Homeward Service.

  • 42,391 surveys sent (a combination of new patient, metabolic and annual surveys)
  • Of which 3,244 were returned
  • Data presented is from January to June 2022.


“Knowing that our relationships with the NHS are benefiting our patients by keeping them out of hospital and in their place of choice, our nurses are able to ensure that their care is individual and bespoke as well as safe and effective”. Zoe Wilkes, Regional Nursing Manager

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

Our nutricia homeward nursing service scored 97%.

PSS Nurses

“I can’t find any fault in them, very nice people, always helping in many ways, confident in their job”. 

“Very friendly nurse visited and explained everything. I was very scared but felt so much better after her visit. Kind, professional, friendly, reassuring and informative”.

Customer services

"I really enjoy being a Senior Coordinator and the variety that it brings every day, no day is ever the same. Working cross-functionally with our patients and healthcare professionals to help with any issues or concerns they may have really gives you a sense of job satisfaction". Amy Rose, Senior Coordinator

Tell us how we did when you spoke to Nutricia Homeward Customer Services on the phone.

Our Nutricia Customer Services team scored 93%.

"I have always found Nutricia to be a high-quality organisation with a high level of professionalism evident in assistance from staff. This is consistent, which is all the more important".

"The person I spoke to was very knowledgeable and patient with me as I had a few questions regarding how the ordering process worked. She was very friendly and answered all the queries I had and put my mind at ease before the call finished".



Tell us how we did when you received a delivery from us. 

Our nutricia homeward drivers scored 90%

"Delivery man always really polite and helpful. Always delivered in allocated time slot".

"Drivers also have that caring nature about them as I think they understand the importance of what they are delivering".

"The delivery service was excellent. I receive a message the day before to tell me that it had been dispatched, and a message on the day to give me a 1-hour window as to when it would arrived".

Delivery man image

Further patient feedback

How likely are you to recommend the Nutricia Homeward services to friends and family if they needed similar care or treatment?
"Such a personal service, always delivered on time. Nothing it too much trouble, always have a chat to ask how we are".
"Nurses are fantastic and the Homeward team are helpful when you contact them".
"Telephone communication staff are extremely helpful in every way".

nurse coordinator and delivery man image

Read a full copy of the Patient Satisfaction Survey here.