You can download the app in the Apple App Store or Google Play Store, according to the device you would like to use. Simply type “Sciensus Intouch” into your chosen store or click here.
The app has been designed to work on smartphones and tablets.
It is compatible with the following;
To allow you to get the best out of our app, please enable “push notifications,” so that you can save time and receive the latest updates on your delivery from us.
Yes, you can easily download the app on multiple devices. You’ll need to set up a PIN for each of these devices. To do this, simply go to settings on the top right of the home screen and click on ‘change login code’ and follow the instructions.
Please make sure that your internet connection is strong by checking your Wi-Fi or mobile data.
Additionally, verify that your device has enough storage space by checking its storage capacity. To ensure a smooth experience, please make sure that your device is not low on space, as this may prevent apps from downloading and installing properly.
To check storage space:
With this step, you will be able to see how much storage is left on your device, so you can make sure that there is enough room for the app to be downloaded and installed.
When trying to download the app from the Apple Store or Google Play Store, you may receive the message “This app is not compatible with your device.” This could mean that the software on your device is too outdated to support the app. To fix this, you can try updating your device’s software.
Apple iPad – iOS v11 or later
Apple mobiles – iOS v11 or later
Android tablet – Android v8 or later
Android mobiles – Android v8 or later
It’s possible that your device may be too old and unable to support the software or the newer versions, which could be the reason for the issue.
Our app is being made available to patients, over 18, in phases, to make sure we get it right for everyone. The majority of the 230,000 patients receiving our services are prescribed medications and ancillaries which integrate with our app. Other patients receive medications which are a little more complex. This means that they may require a call from one of our team to arrange the delivery and conduct a stock check. Currently, these patients are not eligible to use the app, but we are working hard to develop the app so it can eventually serve those patients in the future.
To correctly create your account, we need to match your details with the ones we are holding in our system.
To set up your account with us, it’s important that you choose a username that meets the requirements. You’ll be in charge of creating your own username, as we do not provide one for you. This way, you’ll have the freedom to choose a username that works best for you.
The username must fulfil the following criteria:
The password must fulfil the following criteria:
When creating the password and an element in the criteria box is red, this means that the criteria for that element has not been fulfilled. All elements of the criteria box must be green in order to create a successful password or password.
When confirming the password (re-enter password in the confirm field), please make sure that both passwords match exactly.
There are several reasons as to why the Oops message may appear. Here are some common reasons as to why it may appear:
We advise that you try again in an hour or two and if the issue persists then please contact us.
You can quickly find out if you’re currently eligible for the Sciensus Intouch app by downloading the app from the App Store or on Google Play.
Once you have done this, simply click on ‘create my account’ and enter your details. The app will confirm if your account has been successfully created or if you are not yet eligible, in which case you’ll be contacted as soon as this will be available for you.
Our app is being made available to patients, aged over 18, in phases, to make sure we get it right for everyone. You can find out if you’re eligible by downloading the app from the App Store or on Google Play. Click on ‘create my account’ and enter your details. The app will confirm if your account has been successfully created or if you are not yet eligible, in which case you’ll be contacted as soon as this will be available for you.
As soon as your prescription is ready, you can go ahead and book your next delivery in the app. It’s really important that your push notifications are switched on to ensure you can receive reminders to book your next delivery in good time and you don’t run out of medication.
Please log out of the app and log back in again, then your delivery status will be updated.
Due to the contents and for safety reasons, we are unable to leave your delivery in a safe place. To ensure you receive your delivery and don’t miss a dose, please ensure you provide as much notice as possible if you are not going to be able to receive your delivery. You can nominate additional named people who can sign and receive your delivery on your behalf or have your delivery sent to another address (where you are available to receive it i.e., workplace).
The app allows you to book a delivery date which is an 8 am to 8 pm slot. If you have signed up to our text messaging service and you have a valid mobile number, you will receive, an SMS with your 2-hour delivery slot 24 hours before your delivery.
Your delivery contains vital medication. Therefore, we would ask that when you choose your 8 am to 8 pm slot, please ensure you select a date when you will either be able to receive your delivery, or when your nominated person can receive it on your behalf. This is to ensure we are able to support as many patients as possible and keep medicines wastage to a minimum.
There are a variety of different delivery dates (which are Monday to Saturday– 8 am until 8 pm) that are available for you to book in the app.
We support over 230,000 patients across the UK which means that our drivers may not be in your area every day. With over 5,000 deliveries of medication made each day, we cannot guarantee an evening or Saturday slot.
To ensure you are available to receive your delivery, to prevent any disruption to your treatment and reduce wastage of vital medication, please ensure you choose a date where you can be sure yourself or your nominated person will be in to receive your medication.
We understand that receiving your delivery on time is important to you. Whilst we are unable to provide an exact delivery time, we can however provide you with a 2-hour window for your delivery. Furthermore, we have a track and trace feature where you will be able to access a real-time map of the driver’s location within your estimated time window. To ensure that you receive your delivery without any issues, please make sure that you or a nominated person will be available to receive it during the time slot provided.
The real-time map is only available from 2 hours before your estimated time window begins.
i.e. if the estimated time window is 10:00am – 12:00pm then the map will only be displayed after 8am and no sooner.
If your real-time map is not showing 2 hours before your estimated time window then this indicates that no GPS data is being received from the van. This is either be because the van is a hired van (not part of the official Sciensus fleet) or there is a technical fault in the data being received by the system.
You will not receive a notification if your delivery is delayed. However, with the real-time map displaying the driver’s current location, you will be able to see if there has been a delay.
If your delivery is unsuccessful and needs to be rescheduled, the green “track your delivery” tile will be replaced with the red “delivery unsuccessful” tile.
You will receive a text message and an in-app notification (if enabled) confirming your 2-hour delivery slot, 24 hours before your delivery is due.
Yes, if you have signed up to our text reminder service, you will receive a text message and an in-app notification (if enabled) with a two-hour delivery time window 24 hours before.
We cannot guarantee this will be an evening or a Saturday slot and you must ensure your app push notifications are switched on to receive updates on your delivery.
Yes, you can instantly make these changes in the app to your confirmed delivery. To make a change to your delivery date select ‘Confirmed Delivery’ and amend your order to a date that suits you. You can also change your delivery address and ancillaries if you need to.
If you missed your time frame to make changes to your order, when clicking on “change delivery details”, a pop up will appear with instructions on how to get in touch with us.
If you wish to make a change to an active delivery, we require as much notice as possible. This is so we can support as many patients as possible and keep medicines wastage to a minimum. If you have already been assigned a delivery window, you won’t be able to amend your order via app. In exceptional cases, please contact our customer service team to amend your delivery using the contact form
Yes, with the app you can add ancillaries, such as a sharps bin, wipes, cotton wool balls.
Yes, the app will allow you to request a collection of a full sharps bin and/or order a new one should you need to.
You can order a sharps bin in the app in two different ways:
When you order a new sharps bin, you will always be given the option to have your full one collected. To do so, please click the slider toggle to yes.
If you feel that you need the quantities adjusting, please contact your referring centre as we are unable to change any quantities without their confirmation. Once we have received confirmation from them, we can adjust this on your account.
We’ve designed the app with ease of use as a priority. To log in, please follow these instructions below:
If you have opted to use a PIN code, please enter your 6-digit code and tap the login button.
If you have forgotten your username, please follow the steps below:
If you have forgotten your password, please follow the steps below:
Please ensure you are entering in the correct password.
When you created the account for the Sciensus Intouch app you would have created a password. The password criteria is as follows:
Please ensure you are entering in the correct username.
When you created the account for the Sciensus Intouch app you would have created a username. The username criteria is as follows:
Please ensure that you are entering in the correct username and password.
Go to settings on the top right of the home screen. Click on ‘change login code’ and follow the instructions.
Go to the profile icon in the top left of the home screen. Scroll to the bottom and click on ‘log out’.
Please change your username and password immediately and notify Sciensus.
Yes, you can view the status of your prescription.
The Sciensus Intouch app includes a number of features that have been designed to make it a quick, easy and convenient way to order your medication, amend/change a delivery and order ancillaries. Using the app provides fast ordering, no call waiting and a current prescription status. Although we know that not everyone feels at home with technology, we would recommend our quick and easy app but of course, if that’s not for you, we’ll also be here to help by web contact form or by phone if that’s your preferred way of contacting us.
With the app you can instantly book and edit your deliveries, check your stock levels, check your prescription status and connect to online support communities.
Here below the list of the features:
The app has a “contact us” section which includes an online form. Please complete the form with the details of your query and a member of the team will get back to you to assist.
Please upgrade your app if you’ve not done so recently, so you’ve got the latest version. If you still need further help, please reach out to us using this form.
Please log out of the app and log back in to refresh the app. Sometimes, this can happen when you lose internet connectivity. If you still need further help, please reach out to us using this form.
We’re always looking for ways to improve, and your valuable feedback will be helpful.
If you could go to your app store and leave us a review.
Go to settings on the top right of the home screen and click on ‘change login code’. Please change your login code (PIN) and let us know using this form.
To use the app you must be registered to receive services from Sciensus. If you are not currently registered to receive services, then register your interest here.
Give us a call to let us know your device is lost or stolen and we’ll immediately deactivate your app account so your data stays safe.
Contact our team as soon as possible by emailing UpdateMyDetails@sciensus.com
Contact our team by using this form.
If you require further support, please fill out our contact form.
