e13603 Background: Home-based oncology services can reduce treatment burden, but patient experience data for privately funded cancer populations remain underreported in major oncology forums. We evaluated patient-reported experience, satisfaction and recommendation of a UK-based homecare oncology service to identify strengths and actionable service-improvement priorities. Methods: A cross-sectional patient experience survey was deployed to 1,100 privately funded oncology patients. Where an email address was available, invitations were issued by email; for non-responders and/or where no email address was available, two SMS reminders were sent at 7-day intervals after the initial invitation. Outcomes included overall satisfaction (CSAT), likelihood to recommend (NPS, 0–10), and free-text feedback coded into themes (overall positive/negative, clinical positive/negative, administrative positive/negative and improvement suggestions). Results: A total of 266/1,100 patients responded (24.2% response rate; typical response rate 5%). Overall satisfaction was high: 205/266 (77.1%) were extremely satisfied , 50/266 (18.8%) fairly satisfied , and 11/266 (4.1%) neutral or dissatisfied; Customer Satisfaction Score (CSAT) was 95.9% (and 98.5% when including neutral). Recommendation was also high with Net Promoter Score (NPS) 76.7 (n = 216 positives; n = 38 neutral; n = 12 negative). Free-text comments were provided by 192/266 respondents. The most frequent positive themes related to clinical care: clinical positive n = 98 (51%) and overall positive n = 137 (71%). Negative themes were concentrated in service processes rather than frontline care: admin negative n = 39 (20%) and overall negative n = 46 (24%), while clinical negative was less common (n = 15; 8%). Recurring improvement suggestions in comments included earlier/more reliable notification of visit times (e.g., narrowing the 2-hour window and confirming ETAs), improved scheduling/coordination, continuity of nursing staff, and reduction in medication/logistics errors or delays. Conclusions: Privately funded oncology patients based in the UK reported very high satisfaction and willingness to recommend home-based care, with feedback strongly endorsing frontline nursing quality. Opportunities to further improve experience are primarily operational: scheduling transparency (earlier confirmation and day-of-visit ETA), continuity, and tighter coordination across administrative functions and medication logistics. These findings support the acceptability of home-based oncology delivery while highlighting specific, actionable targets for service redesign. Additional study should be done with NHS-funded patients to confirm the experience of home-based oncology care to understand the impact across the patient population.
Kellie Eastlake (Thu,) studied this question.