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Sciensus Intouch app FAQs

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, 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. 

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. 

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. 

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. 

The app has been designed to work on smartphones and tablets. It will work with the following Tablets: Apple iPad (iOS v10 or later), Android tablet (v7 or later). The App should work on the following Mobiles: iOS (v10 or later), Android (v7 or later).  To enable you to get the best out of the app, please do enable “push notifications” on your app so you can save time and receive the latest updates on your delivery from us.  

Simply, search for Sciensus Intouch in the App Store or on Google Play to get started.  

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:

  • Secure access to the app via username and pin 
  • View your profile details 
  • View your medication  
  • View your upcoming delivery  
  • Confirm your next order 24 hours following your delivery 
  • Manage your deliveries via the app with a choice of delivery dates that suit you  
  • Edit your delivery date  
  • Check and request your medication stock level
  • Request ancillaries for each order Get delivery notifications two weeks in advance of delivery, then one week, day before and the morning of 
  • Receive delivery tracking notifications 
  • Get dosage change notifications in-app
  • Edit your ancillaries 
  • Edit your address details 
  • View your prescription status 
  • Link to online communities 
  • Rate our app  

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. 

Yes, you can view the status of your prescription. 

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).  

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.  

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.

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 

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.  

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.

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, 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: 

  1. when you are confirming your order. At the time of confirming your order, you will see a screen called Ancillary Order. From here, you will see the sharps bin available for you to add. Simply press the plus (+) next to “sharps bin” to change the quantity to 1. 
  1. when amending your confirmed order. If you are amending your order, you will see a screen called “Change Ancillaries”. From here, you will be able to see the sharps bin in the list of ancillaries. Simply press the plus (+) to change the quantity to 1. 

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. 

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.  

We’ve built our app to be secure against industry best practice and it’s approved by the NHS. The app requires multi-factor authentication for security as it contains medication information. 

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 message us at ConnectedPTApp@sciensus.com  

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 message us at ConnectedPTApp@sciensus.com

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 at ConnectedPTApp@sciensus.com.

Go to the profile icon in the top left of the home screen. Scroll to the bottom and click on ‘log out’.

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

Go to settings on the top right of the home screen. Click on ‘change password’ and follow the instructions.

Go to settings on the top right of the home screen. Click on ‘change login code’ and follow the instructions.

Contact our team on ConnectedPTApp@sciensus.com