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.

This information is intended for healthcare professionals only.

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 well 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

Introduction

HOW DID WE DO IN 2018? PATIENTS GAVE

4 OR 5 STARS to the Nutricia Homeward Service* 36,666 survey’s, (combination of new patient and annual)

5,199 returned = 15% response rate.

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

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NURSING 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

Very connected,

compassionate and human

Sally, from day one has been

a credit to her profession - a lovely woman

As a nurse, I can make such a

difference to a patient’s life

IRIS MCLACHLANNutricia Enteral Nurse Specialist

(Dumfries and Galloway, Scotland)

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CUSTOMER SERVICESTell us how we did when you spoke to Nutricia Homeward Customer Services on the phone? OUR NUTRICIA CUSTOMER SERVICE TEAM SCORED

95%

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!

My motivation is supporting our home tube feeding patients -

I can’t imagine not having someone there

to helpSUE HUDD

Nutricia Homeward Careline Co-ordinator

All staff are friendly and

always do their best to give the best customer

service

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Always early, polite delivery

drivers

The driver was punctual,

friendly, also carried my fortisips up a

flight of stairs to my front door

Quick and full delivery within 24 hours of arriving at new address

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The Fortisip Range are Foods for Special Medical Purposes for the dietary management of disease related malnutrition and must be used under medical supervision.

DELIVERIES Tell us how we did when you received a delivery from us.OUR NUTRICIA HOMEWARD DELIVERY DRIVERS SCORED

92%

FRIENDS AND FAMILY RECOMMENDATION 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 2018

92% You are and have always in the past 5 years been kind, and always

there to helpYour best

is excellent. Keep up the good work

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FRIENDS AND FAMILY 2018 Annual results

JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC

93 93 91 92 86 91 93 93 96 90 95 90100%90%80%70%60%50%40%30%20%10%

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Nutricia Advanced Medical Nutrition, White Horse Business Park, Trowbridge, Wiltshire, BA14 OXQ