We are currently experiencing some technical issues with our inbound and outbound telephone lines which means that some patients may not be able to get through to our teams.  We are investigating this issue as a priority with our telephony provider.  During this time, we would ask that if patients need to contact us with an urgent enquiry, they use our contact form until we have resolved this issue.https://www.sciensus.com/help/help-and-support/#patient-contact

Delivery of medication

The clinical team at your hospital will prescribe your medicines according to your individual needs, and this will determine the frequency of your deliveries to your homeAs soon as Sciensus has a valid prescription, and it is validated we will confirm your delivery date

Subject to any amendments (see how to make a change to your delivery) we’ll deliver your medication and any supplies you may need at the right time, to the right place, maintaining the cold chain where specifically required 

Our free text reminder service sends delivery reminders to your mobile phone. 48 hours before your delivery you will receive a 4 hour delivery window, 24 hours before you will receive your 2 hour delivery window.  If you are using our App and you have notifications enabled, you will also get a push notification with your 2 hour delivery window and how to make the most of our track and trace service. On the day of your delivery, you can track your delivery in real time using the track and trace function in our App.

Two hours before your two-hour delivery window you will be able to access a real-time map that will allow you to see when our driver is getting close, and how many drops away they are from reaching you If you are signed up to our text reminder service, you will also receive an SMS message when the driver is 2 stops and 1 stop away.   

So that we can support as many patients as possible and to prevent medicines wastage, it is important that you agree, or choose, a delivery date where you know you will be in to receive your medication.   In the event that you’re not going to be home to receive your delivery, it is vital you let us know as soon as possible.  Please remember that to prevent any disruption to your treatment, we can deliver your medication to a named individual instead – a person (or persons aged 16 years or over) you have nominated to accept the delivery on your behalf. 

The easiest way to amend your delivery is via the App where you can instantly make these changes. 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 have missed your time frame to make changes to your order, or are not using the App, please let us know your changes via the ‘contact us’ form on our website or by phone. 

Your deliveries will be made by our trained drivers, who wear a Sciensus uniform and carry identification. These vehicles have refrigeration units to make sure your medication is transported at the right temperature.  The driver will introduce themselves and confirm your details. They’ll advise they’re from “your regular delivery company” and ask you to confirm your name. The driver will let you know if it needs to be stored in the fridge and the delivery boxes or packaging will be marked with how the product should be stored (e.g., fridge or room temperature).  

You, or your nominated person, will be required to sign for the delivery.  We are unable to leave the package in a safe place or with anyone who has not been documented on your account as a nominated person. Some of our deliveries may require a PIN code, but we’ll tell you if you need one. We also ask that all pets are safely secured whilst your delivery takes place.  

Yes. We’ll make a note of your delivery instructions on your account (for example access to or type of property, more time required to answer the door etc) to help our drivers and make sure your medication arrives safely every time.

You can amend or update these instructions at any time using our ‘contact us’ form on our website, by phone or via the Sciensus Intouch app.  

Yes. We can deliver to any UK address providing we have your consent. For example, if you prefer, we can deliver your medication to a work address, a relative or neighbour (nominated person must be over 16).

You’ll just need to let us know as soon as possible because we can’t leave your delivery with someone else without this information and your consent 

If we attempt to make a delivery when you’re not in and we don’t have an alternative address, our driver will leave a card asking you to contact us as soon as possible to reschedule your delivery. A member of our team will also make contact with you. 

If we cannot make your delivery for any reason, we will let you know by text that the delivery has failed. The track and trace tile on our App will also become unavailable and a failed delivery tile will appear within the App. A member of our team will be in contact with you to reschedule your delivery 

If you have any queries about your deliveries, the disposal of your clinical waste or obtaining your supplies or additional ancillary items, you can contact our Patient Services Team through the Sciensus Intouch app, our ‘contact us’ form on the website or by phone.  

When you are referred for homecare, your clinical team will advise you of the need for regular blood tests and how to get these done.  It is important that you get these done as directed by your hospital as blood results are required before they can write you a new prescription.   Any delay in blood testing will lead to a delay in getting your medication, as your hospital cannot raise a prescription safely without all the information they need

Sciensus cannot process your medication order without a prescription and even when the prescription is received, processing and organising your delivery can take some time. To minimise the risk of being left without your medication, please make sure you have blood tests in a timely manner and in line with the clinical team’s advice. 

Whilst we try to accommodate patient requests for evening deliveries, this cannot always be guaranteedThis is due to delivery capacity levels and the volume of requests for evening deliveries we receive from patients.  

As an alternative we offer a number of delivery options, including leaving the package with a nominated individual, delivering to a workplace if appropriate and we also deliver in a number of areas on a Saturday.  

For most therapy areas, we aim to deliver your medicines when you have two weeks buffer stock remaining from your previous delivery, so you do not miss a doseWe will contact you in the two weeks prior to this delivery to arrange your delivery. Maintaining two weeks worth of buffer stock allows contingency time to re-arrange any deliveries in the event of a delay

We will contact you to arrange this delivery however,  if you have any concerns, please do not hesitate to contact us via your usual contact methodIn the event your medicine supplies are running low into your buffer stock, and a successful delivery has not been made or planned, please do contact us on 0333 103 9499 and use the priority lineIf you have any concerns you can also contact your referring centre.