How can we help you?

The easiest way to manage your details is via the Sciensus Intouch app. You can change your email, phone or address details by tapping on the person icon on the top left of the Home screen. If you do not have the app, please contact us.

Protecting patients from payment fraud is a top priority.

Sciensus will

• Take all reports seriously
• Continually monitor for suspicious activity
• Always follow our standard security question process when contacting patients.

Sciensus will never

• Ask you to pay for your deliveries
• Use third-party payment services such as Klarna, PayPal, or similar companies
• Pass patient debts to outside companies for collection.

If you are a private patient paying for your own treatment, we will invoice you or your insurance company directly. If you are ever concerned about a payment request or suspect possible fraud, please contact Sciensus directly using your usual contact details before making any payment.

If you believe you have been targeted by fraud, you can find helpful guidance on protecting yourself at the official UK Action Fraud website: www.actionfraud.police.uk/individual-protection. If you think your email may have been intercepted, we recommend changing your password immediately and, where possible, enabling multi-factor sign-in.

We understand that in some circumstances you may wish to withdraw from the service provided by Sciensus. To do this, please follow the guidance below:

NHS Patients: If you were referred to Sciensus by the NHS and would like to withdraw from the homecare service, please contact your NHS consultant or specialist clinician.

Privately funded or self-pay patients: If you are a private or self-pay patient and would like to withdraw from the homecare service provided by Sciensus, please contact your consultant.

Sciensus Pharma Services Limited (SPSL) is committed to protecting your personal information and is registered with the Information Commissioners Office Z6896758.

Everyone working for SPSL has a legal and contractual duty to maintain the confidentiality of your personal information. Accordingly, all our staff are trained on handling information securely and you can be assured your information will be stored, managed and processed with the greatest of care.

Some of our services are funded by a pharmaceutical company, and we share pseudonymised data which cannot identify you as a data subject. We will only share identifiable data with your explicit consent.

If you would like to find out more, you may view our full privacy notice on our website www.sciensus.com/privacy-notices or if you would like a printed copy, please contact our Information governance & security team either by email at DPO@sciensus.com or by phone at 0800 917 4980.

For security purposes, every time you contact our Patient Services team, you or your representative will be asked to provide the following details:

• Full name
• Date of birth
• First line of address
• Postcode

Security questions are used as an extra layer of protection to verify your account. By asking you security questions, this will prevent unauthorised access for individuals to obtain personal and sensitive information regarding you.

To contact Sciensus, you can use the online patient contact form or call us on the Sciensus contact number. Whether you have a question about your treatment plan, want to provide feedback, or just need some assistance, we’re here to help.

Sciensus contact telephone number to speak to the Patient Services team by phone at: 0333 1039 499

Opening hours:
Monday to Friday: 8am – 6pm
Saturday: 8am – 1pm

Out of hours: If you urgently need medical help or advice outside of our opening hours, and it’s not a life-threatening situation, contact NHS 111, by calling 111 or online at 111.nhs.uk Information can also be accessed at www.nhs.uk

You can add a sharps bin via the Sciensus Intouch app when arranging your order. If you already have a confirmed order, you can add a sharps bin up to 5 working days before delivery. Go to the Home screen, find your confirmed order and tap “Change”. Then, follow the steps to change your delivery and add a sharps bin. If you do not have the app or if your delivery is within 5 working days please contact us. If you need your sharps bin collected, you can give it to the driver when they deliver your medication.

The easiest way to manage your deliveries is through the Sciensus Intouch app. When booking your delivery order through the app, we’ll only offer dates that ensure you won’t run out of medication before your next delivery arrives. If you already have a confirmed delivery, then you can change the delivery date for that order – please see “How can I change my delivery date or address?” If you do not have the app or if you think you might miss a dose, please contact us.

The easiest way to manage your deliveries is through the Sciensus Intouch app. Once your order is available to book, you will see an arrange delivery tile on the Home screen. You will also receive an SMS or email notification letting you know it’s ready to book. If you think you might miss a dose, please connect to an agent for support. If your prescription is still with the hospital, please see “Prescription Query” for more information. If you do not have the app or if your order cannot be booked via the App, rest assured we will call you to book your delivery.

If your delivery is due within the next 5 days, please contact us to discuss the available options. If your delivery is scheduled for more than 5 days away, the easiest way to manage your delivery date is via the Sciensus Intouch app. Go to the Home screen, find your confirmed order and tap “Change”. Then, follow the steps to change your delivery date to one that suits you.

You will receive tracking updates via SMS but for real-time tracking, please use the Sciensus Intouch app. On the day of your delivery, you will be able to track your order, including the estimated delivery time and your drop number. You will also receive: a 4-hour delivery window approximately 48 hours before your delivery, and then a 2-hour delivery window approximately 24 hours before your delivery. For orders delivered through other carriers (such as UPS or Royal Mail), tracking and time-window updates may vary. You will receive updates based on the carrier’s tracking service separately.

You can add ancillaries when arranging your order. If you already have a confirmed order, you can change ancillaries up to 5 working days before delivery. This is easiest to do via the Sciensus Intouch app. Go to the Home screen, find your confirmed order and tap “Change”. Then, follow the steps to change your delivery and add ancillaries. If you do not have the app or if your delivery is within 5 working days please contact us.

You can change your order up to 5 working days before delivery. This can be done via the Sciensus Intouch app by selecting your confirmed order from the Home screen and choosing “Change”. Then, follow the steps to change your delivery. You can amend the delivery date and/or address. If you do not have the app or if you need to change or cancel medication on your order or if your delivery is due in less than 5 working days, please contact us.

If you have the Sciensus Intouch app and can book deliveries there, we’ll remind you by SMS or email when it’s time to book your delivery before you run out of your medication. If your delivery cannot be booked via the App, you can either call us or we will contact you. If you think you might miss a dose, please contact us.

Your medication delivery is scheduled to ensure your medication always arrives on time for your next dose. If you can book your delivery via the Sciensus Intouch app we will alert you by SMS when it is time to book your delivery. If your delivery cannot be booked via the app, you can either call us or we will contact you. If you already have a confirmed delivery and you need to change the delivery date, please see “How can I change my delivery date or address?” to make the change. If you think you might miss a dose, please contact us.

If you miss your delivery, we’ll automatically reschedule it for the next available date in your area.

You’ll receive an SMS with the new date. If that date doesn’t work for you, you can change it — see “How can I change my delivery date or address?” for details.

Use the live chat function in the Sciensus Intouch app to tell us that you need to cancel your confirmed delivery. Please note, you need to let us know at least 36 hours prior to the confirmed delivery date that you no longer require the delivery. Please include the reason that you no longer need the delivery.

If the window for change has passed, or if you do not use the Intouch app, please call our Patient Services team: 0333 103 9499.

Need a new prescription?

You can track your prescription status in the Sciensus Intouch app:

1. Your new prescription is being processed by the hospital.
   We’re working with your hospital team to renew your prescription before your next delivery is due. We’ll let you know when it is ready by email and SMS.
   Is your condition monitored with regular blood tests? If you need to have regular blood tests for your hospital to monitor your condition please make sure you have had these done recently. If the results aren’t available for your clinical team to review, this may delay your prescription.
   Please note! Contact us if you think you will miss a dose of your medication. Contact number: 0333 1039 499
2. Your prescription has been received
   You prescription has been signed by the NHS and received by us. It is now being checked by our Pharmacy team.
3. Your prescription has been approved
   We are now at the last stage of getting the prescription ready for you and you will hear from us soon to book your next delivery.

Use the Sciensus Intouch app to amend details of your confirmed delivery. To make a change to your delivery date select ‘Confirmed Delivery’ and amend/change your order to a date that suits you. You can also change your delivery address and ancillaries if you need to. Please note, changes to your scheduled delivery can only be made at least 36 hours prior to the confirmed date.

If the window for making changes has passed, or if you do not use the Sciensus Intouch app, please call our Patient Services team: 0333 103 9499

Use the Sciensus Intouch app on the day of your delivery to track your driver’s location on a real-time map. Alternatively, you can receive SMS notifications on the day of your delivery confirming when the driver is 2 stops and then 1 stop away.

Unfortunately, we do not offer patients the option to request an evening delivery slot.

You can use the Sciensus Intouch app to arrange your deliveries, where you will have the option to select your preferred delivery date from a list of dates that we are in your area.

• At the time of arranging a delivery, patients will be given an all day time window, 8am to 8pm.
• 72 hours before a scheduled delivery, patients will receive a 4-hour delivery window
• 24 hours before a scheduled delivery, this will be narrowed down to a 2-hour delivery window
• On the day of your delivery, you will receive notifications confirming when the driver is 2 stops and then 1 stop away.

As an alternative, we offer a number of delivery options, including leaving the package with a nominated individual or delivering to a workplace. If you would like to arrange this, please let us know via the contact us form.

As soon as your prescription is ready, you can use the Sciensus Intouch app to arrange your next delivery. For future deliveries, you will be able to to choose the date of your next delivery from the day following a successful delivery using the Intouch app. Early scheduling of your delivery helps us ensure that you have a choice of delivery day.

If you are not using the Sciensus Intouch app, a member of our Patient Services team will be in touch approximately 2 weeks before your next delivery is due, provided that we have a valid prescription from your clinical team.

In the event your medicine supplies are running low into your buffer stock, and a successful delivery has not been made or planned, please contact us on 0333 103 9499 and use the priority line.  If you have any concerns you can also contact your referring centre.

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’s 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.

We 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.

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. But please be aware that the 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

We understand that receiving your delivery on time is important to you. Use the Sciensus Intouch app to track your delivery with the real-time map of the driver’s location.

Click on the app store button to get started today!

Whilst we are unable to provide an exact delivery time when arranging your delivery, patients will be given an all day time window, 8am to 8pm.

• 72 hours before a scheduled delivery, patients will receive a 4-hour delivery window
• 24 hours before a scheduled delivery, this will be narrowed down to a 2-hour delivery window
• On the day of your delivery, you will receive notifications confirming when the driver is 2 stops and then 1 stop away.

Need a new prescription?

You can track your prescription status in the Sciensus Intouch app:

1. Your new prescription is being processed by the hospital.
   We’re working with your hospital team to renew your prescription before your next delivery is due. We’ll let you know when it is ready by email and SMS.
   Is your condition monitored with regular blood tests? If you need to have regular blood tests for your hospital to monitor your condition please make sure you have had these done recently. If the results aren’t available for your clinical team to review, this may delay your prescription.
   Please note! Contact us if you think you will miss a dose of your medication. Contact number: 0333 1039 499
2. Your prescription has been received
   You prescription has been signed by the NHS and received by us. It is now being checked by our Pharmacy team.
3. Your prescription has been approved
   We are now at the last stage of getting the prescription ready for you and you will hear from us soon to book your next delivery.

There are several reasons as to why the Oops message may appear. Here are some common reasons why it may appear:

• Poor internet connection
• A fault with our systems
• Issue with the device you may-be using
• We are conducting maintenance

We advise that you try again in an hour or two and if the issue persists then please contact us.

If you need support with your medication order or have other questions, please contact us via our live chat in the app. Chat with us Monday to Friday, from 8am to 4pm.

Get more flexibility and control with the Sciensus Intouch app.

• Arrange your next delivery and choose the date that works best for you. You can easily amend your date and address in the app.
• Stay informed about the progress of your prescription using the prescription tracking feature.
• Easily add extra equipment onto your delivery and modify the quantity of your ancillaries to suit your needs.
• Track your driver’s location on a real-time map on the day of your delivery.
• Set medication reminders to stay on track with your treatment and avoid missing any doses.
• Get support via live chat, only in our app.

To access our user-friendly app, please follow these simple steps:

1. Open the Sciensus Intouch app.
2. If it is the first time you are using the app, tap ‘Create account’ if not ‘Log in’.
3. Enter your date of birth and postcode.
4. Confirm your mobile number so that we can send a ‘One Time Passcode’ (OTP) to your phone.
5. You’ll receive your OTP by SMS message. Enter the 4 digit code into the app.
6. Confirm your details & enter your email address.
7. Done! You will be directed to the Home screen where you can start ordering your medication or use any other app features such as medication reminders.

Our app is being made available to patients, over 16, in phases, to make sure we get it right for everyone.  The majority of the 240,000 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 teams 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.

You can download the Sciensus Intouch app on your smartphone or tablet. Simply visit the app store on your device and search for “Sciensus Intouch.”

The Sciensus Intouch app has been designed to work on smartphones and tablets.  It is compatible with the following;

• iPad: Apple iPad (iOS v12.4 or later)
• Android Tablet: (v9 or later)
• Mobiles: iOS (v12.4 or later), Android (v9 or later)

Click on the app store button to get started today!

If your prescription hasn’t come through on time from your hospital, please see ‘Why is my prescription delayed?’ for possible reasons. Don’t worry — we’re working closely with your hospital to get your prescription approved as soon as possible to ensure your medication arrives on time. You can view and track your prescription via the Sciensus Intouch app directly on the Home screen. If you think you might miss a dose, please contact us.

If your prescription hasn’t come through on time, please see ‘Why is my prescription delayed?’ for possible reasons. You can view and track your prescription directly via the Sciensus Intouch app.

Your prescription might be delayed because: the hospital is still reviewing or approving it, or your treatment may need regular blood tests, and the results might not be ready yet. Please make sure your blood tests are up to date if needed. Don’t worry — We work hard to ensure your medication arrives on time, so there’s no break in your treatment.
You can track your prescription status via the Sciensus Intouch app. If you think you might miss a dose or if you don’t have the app, please contact us.

Once we receive your prescription from the hospital, we check it for safety and accuracy. We then set up your medication deliveries based on the delivery schedule written on your prescription. Don’t worry – We work hard to ensure your medication arrives on time, so there’s no break in your treatment. You can view and track your prescription via the Sciensus Intouch app or by contacting us.
If you can order using the app, we’ll let you know when it’s ready. If you think you might miss a dose, please contact us.

We deliver to any UK address, except pharmacies, hospitals, or doctors’ surgeries.

Please note, changing the delivery location will affect the delivery date of your order.

Please note, we are unable to deliver to holiday destinations outside the UK.

You can take your medication with you when travelling, provided you store it correctly and have the correct paperwork for customs.

Please contact us to request a customs letter and travel advice.

If you plan to go on holiday and travel abroad with your medication, please refer to the patient information leaflet inside your medication packaging. This leaflet contains important details about storage requirements specific to your medication.

For international travel, you may need a travel or customs letter to ensure a smooth journey. To request a letter, please use our online contact us form

We greatly appreciate your feedback and we’re pleased that you’re happy with the service provided! To leave positive feedback, you can simply email details of your experience to marketing@sciensus.com.

If you have a concern you can contact us by telephone and we will aim to resolve your issue during the call.

Telephone: 0333 103 9499
Monday – Friday: 8am – 6pm
Saturday: 8am – 1pm

If you are not satisfied with how we have handled your concern, you can ask to speak to a patient services team manager. If for any reason the manager is unavailable, the patient services member will arrange for them to call you back.

If you would like to make a formal complaint, you can contact our resolution and insight team via email or letter:

Email: patientadvocacy@sciensus.com
Address: Sciensus
Resolution & insight team
107 Station Street
Burton on Trent
Staffordshire
DE14 1SZ

Within 2 working days of your complaint being raised, you will receive a telephone call from one of our dedicated investigation officers, who will ensure that we have captured all of your concerns accurately. If we are unable to successfully contact you via phone, we will send you a written acknowledgement to let you know you complaint is being investigated.

For for information on our complaints process, please refer to our complaints process leaflet.

Your dose is written on the label of your medication.

Only use the medication as your doctor or hospital has instructed.

Do not change your dose without checking with us or your doctor.

Your hospital or doctor will tell you when and how to take your medication.

Please follow their advice and check the label on your medication.

If you’re not sure, please contact us or your hospital team.

If you urgently need medical help or advice outside of Sciensus opening hours, and it’s not a life-threatening situation, contact NHS 111, by calling 111. Information can also be accessed at www.nhs.uk.

For other medication advice you can call our friendly Patient Services team on 0333 103 9499 and they will be able to guide you to the correct team. You can also use our online contact us form. 

If you plan to go on holiday and travel abroad with your medication, please refer to the patient information leaflet inside your medication packaging. This leaflet contains important details about storage requirements specific to your medication.

For international travel, you may need a travel or customs letter to ensure a smooth journey. To request a letter, please use our online contact us form

Yes, the Sciensus Intouch app will allow you to request a collection of a full sharps bin and/or order a new one should you need to.

Alternatively, you can request a new sharps bin and the collection of a full one by ringing our Patient Services team on 0333 103 9499.

For most therapy areas, we aim to deliver your medicines when you have two to four weeks buffer stock remaining from your previous delivery. Maintaining two to four weeks worth of buffer stock allows time to re-arrange any deliveries in the event of a delay.

We will contact you in the two weeks prior to your delivery to arrange a time and date. However,  if you have any concerns, please contact us via your usual 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.

It is important that you let us know straight away if you experience any problems with your medication or medical device.

Please do not dispose of the medicine or the device.

A product quality complaint is any issue identified by you or your representative relating to the quality of a medication or device (for example, if it is broken, damaged, or appears defective).

If you believe there may be an issue with your medication or device:

1. Store the medicine or device safely, out of the sight and reach of children and animals.
2. Contact our Patient Services team as soon as possible.
3. A member of our Patient Services team will arrange a call back from a trained member of our pharmacy team, who will collect the necessary information (such as the batch number and expiry date) to allow us to investigate the issue and meet regulatory requirements.

How to contact us

Telephone (Patient Services Team):
0333 1039 499

Opening hours:

• Monday to Friday: 8am – 6pm
• Saturday: 8am – 1pm

Live Chat via the Sciensus Intouch App:
You can also contact us using Live Chat through the Sciensus Intouch App, allowing you to share information with our Patient Services team in real time.

You must make sure you don’t use your medication beyond the expiry date shown on the packaging. If you have medication that is out of date, please contact us or take it to your local pharmacy who will be able to dispose of it safely for you.

Please rotate your medication stock or extra equipment to make sure you use the products with the earliest expiry date first. It is important to ensure your medication and extra equipment are always kept out of the reach and sight of children, pets, and vulnerable adults

Fridge storage (cold chain) products

• Store within a fridge in the home, not an outhouse or garage; this will help reduce the risk of the medication going outside of intended storage conditions
• Set your fridge to maintain a temperature of 2–8 degrees Celsius
• Store your medication on the middle shelf of the fridge avoiding contact with the back and sides to reduce the risk of freezing the medication
• If using your fridge, please protect your medication from food spills – for example, by storing your medication inside a clean and dry plastic container

Room temperature (ambient) products:

• Store in a cool, dry, safe place. Ensure they are always kept out of the reach and sight of children, pets, and vulnerable adults

If you receive prior warning that your home may experience a power outage or power cut, 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 the 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. If your power still has not been restored after this time, you should contact us for advice.

If you are not available on the date of your booked appointment then please contact us to change the appointment.

Please note that a day before your clinician appointment, you will receive an SMS text informing you of your 2 hours visit slot.

At Sciensus we have no control or influence over your hospital appointments.

Please get in touch with your hospital to discuss your appointment.

This will be dependent on your treatment pathway. The clinician will make sure your treatment pathway is followed according to your prescription and answer any questions you may have.

For more information , please refer to our ‘Clinical visit booklet’ for further information.

Yes. The consent process will start at your referring centre before your service with Sciensus begins. Once you have onboarded with Sciensus there will be a joint discussion between you and your Sciensus Clinician. You will be given all the information you need to make a balanced decision. You will be given enough time to make your decision and you can change your mind at any point after giving consent. Please understand that we cannot continue with care or treatment without your consent.

Five working days before your scheduled visit you will receive an SMS reminder of your scheduled nurse visit date. You will then receive a notification the evening before your visit with a 2-hour time window.

As part of your service, your referring clinician may have instructed us to provide clinician training to make sure you are fully supported and feel comfortable with your treatment. This could include teaching you how to inject, important information about the medication itself, how to handle any side effects you may experience, and any other questions you might have.

For patients requiring ongoing clinical visits, a clinician will administer your medication in line with your prescribed treatment pathway.