For us, this is more than a badge. It is independent recognition of work that happens quietly every day across our teams to keep care consistent, communication clear and delivery reliable for the patients and partners who rely on us.
What the Customer Service Excellence (CSE) Standard means
The CSE Standard looks closely at how organisations:
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Understand the people they serve
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Make it easy to access support and information
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Listen and respond to feedback
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Build improvement into everyday practice
To achieve the standard, an organisation must show that customer focus is not an occasional project, but part of how services are designed, monitored and improved.
For Personal Homecare Pharmacy, that means making sure that what matters in practice to patients and hospitals is reflected in how we work: from first referral and onboarding, through dispensing and delivery, to ongoing communication and support.
How Personal Homecare Pharmacy met the standard
The assessment explored several aspects of our service, and we demonstrated that we:
Train and support our teams to deliver a consistent experience
Use data and feedback to identify where improvements are needed
Keep patients informed about their medicines and deliveries
Support hospitals and clinics with clear points of contact and reliable service
Across our operations, our focus remains on getting the basics right: safe dispensing, accurate prescriptions, reliable home delivery and communication that patients and clinicians can trust. The CSE Standard confirms that these foundations are in place and working in practice.
What this means for patients, hospitals and partners
For patients, this accreditation is a sign that their experience is being actively monitored and improved, not taken for granted. It reflects a commitment to:
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Clear, respectful communication
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Timely, reliable deliveries
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Support that fits around daily life as much as possible
For hospitals and other partners, it signals that Personal Homecare Pharmacy is aligned with wider priorities around quality, safety and consistency. It gives additional assurance that we are listening, learning and acting on what our partners tell us.
Thank you to our teams and partners
This achievement belongs first to our colleagues. From dispensary to drivers, from clinical teams to customer services, CSE reflects the care, attention and professionalism they bring to each interaction.
Looking Ahead
We also want to thank the patients, hospitals and partners who continue to place their trust in us and who share honest feedback when things can be improved. That feedback is vital in helping us refine and strengthen our service.
We will continue to build on this standard, using it as a benchmark to keep improving how we support everyone who relies on Personal Homecare Pharmacy.
