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Frequently asked questions

It’s our mission to give you more control over your health, and that means having all the knowledge you need to make the right choices for you. So, with that in mind, we’ve gathered together some of the questions we’re most commonly asked by our patients.

We hope you’ll find them useful, but if there’s anything else you’d like to know, please just get in touch with our Patient Services team. They’re always happy to help.

Buffer stock 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.  If you have any concerns you can also contact your referring centre.

Cancer care questions

This will depend on the reason you are self-isolating. If this is because  a household member is symptomatic then this may need to be discussed with your consultant. If this is to reduce your risk, then treatment can go ahead as planned

All our clinicians are removed from treating patients if they become symptomatic. Our clinicians also have the necessary protective equipment should this be required. We are following all the guidance from Public Health England

Your consultant may decide to pause your treatment. Please discuss with them or your Cancer Nurse Specialist. If treatment is to go ahead then our nurses will wear the necessary personal protective equipment

Communication questions

You can contact our customer service team by live chat, telephone, and email.

Our current opening times are 8am – 8pm Monday to Friday and 8am – 4.30pm Saturday/ Sunday and bank holidays.

Live chat is available Monday to Friday 8am to 8pm and weekends and bank holidays 8am to 4.30pm

We are currently experiencing a very high number of calls and emails and it may take you longer than normal to get through on the phone. If your enquiry is not urgent and does not require an immediate response, we would prefer if you could contact us via the live chat facility (this can be found on this website at the bottom right of each page) or you can email our team so we can prioritise our workload in the current situation.

We aim to respond to all emails within a 72-hour period.

If your enquiry is urgent then please contact us via the live chat facility or call our team and we will endeavor to answer the call as quickly as possible.

If I need to speak to a Sciensus Pharmacist how can I go about this?

Our Pharmacists are also experiencing very high call volumes.  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 send us an email to updatemydetails@sciensus.com along with your name, date of birth and the required change – we will make this update for you and 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 email the information to reduce our call volumes.

Nurse visit questions

Yes, however, please tell us the reason you are self-isolating. The clinician will also call you the evening before the visit and assess the current situation as well as a last check on the day of the visit before entering the property.

Yes if your referring team/consultant feel that treatment should continue. You should check this first and please let us know in advance if you have COVID-19 symptoms. Our clinicians have the necessary protective equipment to be able to undertake the visit.

Our clinicians will wear the required PPE dependent on the treatment being given.

Two days before 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. The clinician will also call you on the evening before your visit reassess if you have any symptoms and that the visit can go ahead as planned

Delivery questions

We continue to deliver medication to all our patients as normal.

We have taken many steps to protect our patients and drivers at the doorstep. It is important for you to telephone our customer services and advise us of any specific changes in your condition which will help us to protect you and our drivers.

  • For doorstep deliveries
    • Our driver will knock at the door then remain a distance of at least 2 metres away from the doorstep. We would ask you to step back and then confirm you are the correct recipient.
    • The package will then be handed over (avoiding all physical contact) and left on the doorstep, the driver will then complete the proof of delivery signature on your behalf and identify this was left as instructed due to self-isolation.

 

  • For deliveries to be taken into the household.
    • All our drivers have been briefed not to enter any patients’ home, to minimise any risk to all.

We continue to act on all Government and Public Health England advice and guidance. At this stage our delivery drivers do not have a requirement to wear masks or PPE. We have made gloves available should our drivers require them.

No, once the driver has confirmed you are the correct recipient, they will sign on your behalf.

Yes, we continue to ensure that deliveries continue as normal. Delivering medication and maintaining our service levels are hugely important for our patients and the business.
We have put in many contingency plans to support this and we continue to review these to ensure, as events and circumstances change, we are able to adapt and deliver. We will update our website and our customer service agents if / when things change. Please visit our website regularly to check for any updates.

Yes, contactless delivery is still in place.

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 unique Healthcare at Home patient 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 21:00 the evening prior to your delivery.

Yes, delivery notification text messages will continue. If we need to move to an alternative supplier for our deliveries this may need to be adjusted but we will always advise you if this is the case for your delivery.

If you wish to make a change to an active delivery you have booked in, we require as much notice as possible. We have many contact methods, Live Chat would be the fastest form which you can find on any page of our website, followed by a call to our customer & patient services team 03331039699 or an email to generalenquiries@sciensus.com where one of our coordinators will  happily assist you.

If you have already had your order placed and it is due to be delivered, please contact our customer service team to see if we can adjust the delivery for you or reschedule if necessary.

If you have not yet placed your order, please advise the Patient Co-ordinator when they call to arrange your delivery.

To reduce calls into our inbound teams, if you have not had your order placed yet please wait for us to call you to place this order rather than calling in as we are experiencing a high volume of calls at present.

We recommend you attempt to obtain your medicines from the country you are residing in with the support of your referring centre. International deliveries are hugely challenging given many countries have imposed very strict lock down situations.

Please contact our customer service team and they will reschedule or investigate this for you.  Live Chat would be the fastest form which you can find on any page of our website, followed by a call to our customer & patient services team 03331039699 or an email to generalenquiries@sciensus.com 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. We have many contact methods, Live Chat would be the fastest form which you can find on any page of our website, followed by a call to our customer & patient services team 03331039699 or an email to generalenquiries@sciensus.com 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. We have many contact methods, Live Chat would be the fastest form which you can find on any page of our website, followed by a call to our customer & patient services team 03331039699 or an email to generalenquiries@sciensus.com where one of our coordinators will happily assist you.

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).

If you wish to change your delivery address for an active booking, we require as much notice as possible. We have many contact methods, Live Chat would be the fastest form which you can find on any page of our website, followed by a call to our customer & patient services team 03331039699 or an email to generalenquiries@sciensus.com where one of our coordinators will happily assist you.

There may be traffic delays which has coursed interruption to your drivers’ route, if your delivery does not arrive as planned, please contact us. We have many contact methods, Live Chat would be the fastest form which you can find on any page of our website, followed by a call to our customer & patient services team 03331039699 or an email to generalenquiries@sciensus.com 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.

Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus. The Government has published advice recently to businesses. It states that “there is no perceived increase in risk for handling post.” The World Health Organisation has also advised that coronaviruses do not survive long on objects, such as letters or packages.

We are not planning to issue masks to our drivers. The World Health Organisation guidance on when to use a mask says states that it is only beneficial to stop the spread of the virus for:
People who are ill, coughing and sneezing to reduce them from spreading the virus to others.
People who are caring for, or in close contact with someone who is infected. People who are healthy only need to wear a mask if they are taking care of a person with suspected COVID-19 infection.

COVID-19 questions

Click here to go to the NHS website to check symptoms.

Specific advice is included in the easy read guide which states: –

Only use health services when it is important to do so. If you:

  • Are staying at home and start to feel much more ill or have stayed at home for 7 days and still have symptoms of Coronavirus (COVID-19) then: get advice from NHS 111 Online  https://111.nhs.uk/covid-19
  • If you need to speak to someone call 111
  • You should not go to a GP surgery, pharmacy or hospital as you could pass Coronavirus to others.

Only dial 999 or go to Accident and Emergency if there is an emergency.

Please follow the advice above.

Further information can be obtained from https://111.nhs.uk/covid-19

Medication questions

The NHS in England has directly contacted people with these conditions to provide further advice.

If you think you fall into one of the categories of extremely vulnerable people and you did not receive a letter by Sunday 29 March 2020, or been contacted by your GP, you should discuss your concerns with your GP or hospital clinician.  You can read more about the guidance on the Government website here

Yes.  There should be no changes to taking your regular medication as prescribed unless advised by a consultant or specialist nurse at your referring centre.

You should always follow guidance you have received from your referring centre in the event you have COVID-19 symptoms. If you do not have guidance, contact your referring centre or GP.  Please be mindful that NHS services are incredibly busy at this moment in time.  Only contact if you have active COVID-19 symptoms.

You should always follow any guidance you have received from your referring centre.

Managing my stock of medication

There is currently no need to have additional stock of your medication.

In accordance with UK Government guidance, Healthcare at Home are not allowed to stockpile medicines or devices.  Patients too, have also not been allowed to stockpile medicines.  The reason for this is that stockpiling could create artificial demand in the market, which could in turn lead to stock shortages. The responsibility for building a sustainable stock base has been given to the manufacturers by the UK Government to ensure that they can maintain supplies within the UK. This continues to be the case.

As a medicine supply company, we also need to ensure we can deliver to those patients that need their medication as soon as possible. If we arrange a delivery earlier than is necessary, we risk blocking capacity for those patients that have a more urgent requirement so we will schedule deliveries based on this information. Clear and accurate stock checks are a necessity to help us manage this effectively.

We have a set number of ancillary items that can be delivered along with your medication. If you require any of these please ensure you notify one of our Patient Co-ordinators who will be happy to add these to the order for you.

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