What 14,000 patients told us about their care in 2026
Every year we ask our patients to tell us honestly how we’re doing. This year, 14,341 of them did. These are the results.
The headline numbers
Our Net Promoter Score reached 68.1 this year, up from 64 in 2025 and 57 the year before.
For context, NPS in comparable healthcare services typically sits between 30 and 50. We’re well above that range, and we’ve been moving in the right direction consistently for several years.
Overall patient satisfaction (CSAT) came in at 96%, which is a 1.4pt improvement on our 2025 response. Our Customer Effort Score – which measures how easy we make things, from deliveries to getting support – reached 89.3%, which is an improvement over last year of 2.3pts.
These are strong numbers. But the data behind them is more useful than the headline.
Where the scores are highest
Nursing and clinical support scored 91.9% overall satisfaction. For patients receiving homecare treatment that involves a nurse visiting them at home or supporting them remotely, this matters more than almost anything else. The scores across professionalism, punctuality and confidence in advice were consistently high.
For patients managing conditions that depend on medication arriving on time, reliability isn’t a nice-to-have – it’s the whole point.
Our patient services support team scored 85.9% overall, which was consistent with last year’s findings. Ease of booking a clinical or nurse visit was 87.7%, up from 86.8% last year. We know this is the area of focus for patients, and we’re working on making it simpler to get answers quickly without always needing to call or email.
Where we can improve
The survey also shines a light on areas where we can improve. We follow the data to prioritise better ways of working, and our team goes through all the written feedback from patients to ensure we have a deep understanding of how to deliver excellent care.
For example, we’re reviewing how information reaches patients at key points in their care – particularly in the early stages of their service and through the digital tools many of them use daily.
What’s worth noting is that the clinical and delivery fundamentals – the parts of the service that affect patient safety and treatment continuity most directly – have held year on year.
Most of our patients have been with us for years
Nearly 70% of the patients who responded have been receiving their homecare service from Sciensus for more than a year. Just under 28% have been with us for five years or more.
For people managing complex or chronic conditions, staying with a homecare provider isn’t passive. It means their hospital and their consultant are also confident in the arrangement. Long-term retention in clinical homecare is a measure of sustained trust, not just a good first impression.
Patients describe it this way:
“I am extremely happy with the service given. Always a friendly voice at the other end of the phone should I have a problem.”
“Ordering my meds is easy and the nurse that visits is great, always on time and professional. I have no bad experiences with the service.”
What this means for partners
For NHS hospitals whose patients are in our care, and the pharmaceutical industry who fund services, these results speak to the same things: reliable delivery, strong clinical support, and patients who report high confidence in their treatment pathway.
We share this data openly because accountability is part of what makes a homecare partnership work.
The 2026 results are our strongest to date. We intend to keep moving them.
About Sciensus
Sciensus is the UK’s leading provider of complex clinical care at home. For over 30 years, we have partnered with the NHS to deliver specialist medicines, clinical nursing and patient support to people living with cancer, rare diseases and complex long-term conditions – supporting more than 300,000 patients a year across 180+ NHS trusts.
Beyond the UK, Sciensus helps pharmaceutical and biotech companies reach patients across Europe, managing the regulatory, logistics and patient support complexity of launching medicines in multiple markets.
