Frequently asked questions

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 dose.  We 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 method.  In 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 line.  If you have any concerns you can also contact your referring centre.

Did you know if you order your medication via the Sciensus Intouch App you are able to give us a live stock check when you confirm or make changes to your order details? This will ensure we deliver before you are due to take your medication.

If you haven’t yet used Sciensus Intouch App and aren’t quite sure if you are eligible, download the app and click the ‘create my account’.  If you are eligible, you can go on to enjoy the latest features, however if you aren’t eligible join our waiting list and we will contact you when you are eligible for the App.

Power outages happen for a variety of different reasons. Here’s some advice on how to keep your medicines cold if they are stored in a fridge:

If you receive prior warning that your home may experience a power outage, there are some things you can do to ensure your medicines are kept at the right temperature:

 Try not to open your fridge, where your medicines are stored, after losing electricity unless it is absolutely necessary.   Refrigerators and freezers will usually maintain a constant temperature for around twelve to twenty-four hours, depending on the model and whether you open their doors.  If the power outage does not last long, your unit will maintain its interior cold temperature if you do keep its doors closed.

Keep a few ice packs in your freezer so that if the power is not restored after twelve to twenty-four hours, you can use the ice packs from the freezer and put them in a cool box/bag with your medicines. This should keep the medicines cold for at least 48 hours.

In an ideal situation, you should probably have had your power restored by this point. If you have not, you should contact us to seek advice.

How can I contact Sciensus if I have a query?

You can contact our customer service team via the contact form on our website and by phone at 0333 103 9499.

Our current opening times are 8am – 6pm Monday to Friday and Saturday 8am – 1pm

If it is essential for you to speak with a pharmacist, please contact Sciensus in your normal way and request to speak with a pharmacist. It is most likely your request will form a queue so your details will be passed to our pharmacists who will call you back.

The NHS are experiencing high levels of demand. Please only contact them if you cannot find the information you require from Government websites and the information you require is essential.

Please contact us via our contact form on the Help and Support page and choose ‘I want to change my details’ from the list of options provided. In the box below, please provide your new contact details and we will update your details in our system. We will email you back to confirm this has been done. If this is urgent, please call the team however if this is not, we would ask if you can use the contact form.

Two days before your visit, the treatment/visit time of morning or afternoon is sent to you by text message if you have signed up for this service. On the day before your visit, you will receive a text message informing you of the time slot.

If you are signed up to our text reminder service, you will receive a 2-hour delivery slot via text the evening before your delivery is planned. You can also check the estimated time of arrival of your delivery by clicking on the Treatment Tracker on this website. You will need to add your Sciensus order number into the field provided and press search. This will also then provide you with your allocated time slot. This service is only available from 19:30 the evening prior to your delivery.

If you wish to make a change to an active delivery you have booked in, we require as much notice as possible. You can call to our Patient Services team via the contact form on our website , where one of our coordinators will  happily assist you.

Did you know it’s easier to amend your delivery details via our App? If you haven’t yet used Sciensus Intouch App and aren’t quite sure if you are eligible, download the app and click the ‘create my account’.  If you are eligible you can go on to enjoy the latest features, however if you aren’t eligible, please join our waiting list and we will contact you when you are eligible for the App.

Please contact our patient services team and they will reschedule or investigate this for you. You can contact our Patient Services team via the contact form on our website, where one of our coordinators will happily assist you.

Please contact us as soon as you know you have missed the delivery so that we can arrange to reschedule to ensure you get your medication. You can contact our Patient Services team via the contact form on our website, where one of our coordinators will happily assist you.

In 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 line.

Yes, someone can accept your delivery, but we do need to have authorisation from yourself prior to the delivery. We can then add authorised names on to the account (said persons must be over the age of 16).

There may be traffic delays which have caused interruption to your drivers’ route. If your delivery does not arrive as planned, please contact us. You can contact our Patient Services team via the contact form on our website, where one of our coordinators will happily assist you.

Yes, drivers are still collecting sharps bins and, to ensure this is done safely, we ask that you follow this 5-step procedure:

1) Prior to the driver arriving to deliver your medicines using our new doorstop delivery process, please ensure you have your sharps bin ready, secure and sealed.

2) The driver will press your doorbell / knock on your door within the two-hour pre-advised delivery window slot; and whilst maintaining a safe distance from you, confirm your details in adherence to our delivery security procedures.

3) At this point, place your sharps bin adjacent to where your medication will be left.

4) Once security checks are complete, please re-enter your home.

5) At this point our driver will place your medicines down and pick up your sharps bin prior to leaving.

Under no circumstances should you leave your sharps bin at the door unattended.

A PROM, or Patient-Reported Outcome Measure, is a way for us to hear directly from you about your health and quality of life. PROMs usually come in the form of questionnaires or surveys that ask you about your symptoms, how you’re feeling, and your overall well-being. Additionally, it can help you make more informed decisions about your healthcare journey. By regularly providing feedback through PROMs, you may be able to track changes in your symptoms, monitor the effectiveness of treatments, and communicate your preferences and priorities with your healthcare team. It can also help us, along with healthcare providers, researchers, and policymakers, understand how treatments and interventions affect your life.

You are being invited to use the PROM feature because we believe it can offer several benefits to you and patients like you. First, a PROM may help you gain a better understanding of your own health and well-being over time, allowing you to actively manage your care. Additionally, your valuable insights through PROMs can be beneficial to both clinicians and organisations like Sciensus. PROMs may help healthcare teams tailor interventions, track progress and improve patient-centred care. Your input is valuable in shaping healthcare practices and ensuring that your needs are met effectively.

The feature aims to gather information directly from patients about their health status, symptoms, and overall quality of life. This information serves a dual purpose. For patients, it can enhance their healthcare experience by providing a platform to express their health-related concerns and monitor their own well-being. It helps Sciensus and its partners gain deeper insights into the patient experience, enabling us to adapt any service offerings accordingly.

Your responses may be used as valuable insights that help clinicians and organizations like Sciensus better grasp the patient experience and adjust their service offerings accordingly. Your responses may also help healthcare professionals make informed decisions about your treatment and will contribute to improving overall healthcare outcomes. Information may also be made available to individual patients to support their interactions with their clinician/ support systems and to encourage their patient journey.

The answers you submit will be logged against your Sciensus patient account. We may share the personal data you provide as part of this questionnaire with your clinician at your referring centre. We may also share anonymised coded data more broadly with pharmaceutical companies and NHS hospitals. This data will be about a group and will not identify you as an individual. The data you provide will also be anonymised and used for analysis and statistical purpose, but it will not identify you.

The answers you provide as part of the questionnaires may be shared with your NHS referring centre. The PROMs feature will also provide anonymised data and insights into patient experiences, needs and demographics. This information will help pharmaceutical companies develop more effective patient support offerings and better understand patients using their medications.

For further information on how we process your personal information, please view our patient privacy notice.  https://www.sciensus.com/patient-privacy-notice/

Data security and patient privacy are top priorities for us. All data collected through the PROMs integration will be encrypted and stored securely, adhering to strict data protection standards and regulations, such as GDPR. Only authorised personnel will have access to the data and it will only be used for the purpose of improving patient care and delivering personalised insights.

If, for any reason, you require assistance due to any reason, please let us know and we will provide the necessary support. You may ask a family member, caregiver or a healthcare professional to assist you if needed.

Yes, participation in completing the PROMs questionnaire is entirely voluntary. You have the right to decline or withdraw your participation at any time and it will not affect your access to healthcare services.

Patients can provide feedback on the PROMs feature directly within the Sciensus Intouch app or by contacting our customer support team. We will carefully review all feedback and use it to enhance the PROMs integration, ensuring it continually meets the needs and expectations of our users.

The PROMs feature supports the growing focus on patient-centred care in the NHS by providing patients with personalised insights into their health and treatment. By empowering patients with this information, they can actively participate in shared decision-making with their healthcare providers, ultimately leading to better healthcare outcomes and improved patient satisfaction.