For details of our service and operating times on Monday 19 September, please click here.

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.

Communication questions

How can I contact Sciensus if I have a query?

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

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

Live chat is currently closed for system maintenance.

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 does not require an immediate response, please contact us via the contact form on our website. We aim to respond to all queries within 3 working days.

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 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 to reduce our call volumes.

Nurse visit questions

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.

Delivery questions

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 21:00 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.

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.

 

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.

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