Posted 05-05-2026

SURVEY RESULTS💭

Thank you for taking part in our survey. 
We were overwhelmed by the number of you who took the time to respond, and we were delighted with the results. 

Out of 732 responses, 678 people said they would recommend using NAMS to their family and friends, with 35 people feeling neutral. This leaves 19 respondents who were not fully satisfied with the service. We would like to thank those of you who shared constructive feedback, as your comments are invaluable and will help us to improve. 

WHAT WE ARE DOING TO IMPROVE

One of the key themes identified was technical problems with our phone system, which have at times resulted in longer than average waiting times. This is something we are already aware of and actively working to resolve.📱

To address this, we are currently: 

✅Changing our phone service provider to ensure more reliable service and better technical support 

✅Reviewing and improving call flow so calls are handled more efficiently 

✅Enhancing call messaging to provide clearer information while you are waiting 

These changes will help us improve accessibility, reduce waiting times, and provide a better overall experience for everyone using our service. 

Deliveries and packaging📦

Another area highlighted was issues with deliveries and delivery packaging. While the delivery element of the service is not provided directly by NAMS and remains the responsibility of your chosen dispensing provider, we understand how frustrating these issues can be. 

If you experience problems with your delivery and are not having success resolving this directly with your provider, please let us know. We are more than happy to contact the dispenser on your behalf to help resolve the issue and ensure your concerns are addressed. 

We also received feedback about items not being received due to being out of stock. We are not always made aware when items are unavailable, so if this happens to you, please let us know. We will be happy to try to source the medication from an alternative dispensing provider wherever possible. 

Some of you told us you would like help with ordering, including reminders. This is something we already offer in the form of a monthly text message or a phone call. If this would be helpful for you, please get in touch and let us know. 

There are also several ways you can place your order: 

✅By phone 

✅By email 

✅Using the NHS App 

✅Using SystmOnline, as you may already do for other repeat medications 

If you would like support setting any of these up, or if you need more information about ordering, reminders, or any of the points mentioned above, please contact us on 0800 085 3745 and we will be happy to help. 

Thank you once again for your time, honesty, and continued support.