Healthcare at Home Avis 139

Never deliver on time, up to 4 days late

Really very concerning. Ridiculous wait times, false promises, non-existent deliveries, call back requests that never materialise and dropped calls. Unacceptable considering the size of the contract that they hold with the NHS.

Been trying all day but nobody picking phone up disgrace

Unwillingness to help when things go wrong is how I measure any company by because when things go well that’s as expected here BULLENS has failed miserably and had me rethinking their brand name to a similar but more apt bulls*$€t. Even told the customer service agent that I wouldn’t bother and I’d just revert to what I was using before going through them and and I was responded with a joyous thank you good bye she couldn’t care less

Have had a later delivery spot for years as I work. Constantly miss my medication because they just ignore my notes. This company is putting peoples health at risk.

Appalling all round,,,, drivers customer service attitude, deliver times, mistakes at address. Do not use if you have a choice.

After receiving a call a year or so back I have used Bullen’s home delivery service and you guys are so lovely on the phone n I’ve always received my order when you say it’s going to arrive..
Honestly it’s an amazing service and I just want to Thank you all n wish you a Merry Christmas..Thank you also for your lovely Christmas card signed by all the lovely team❤️🎄

I work for a living.
How many times have you promised that you will add notes to your system?
The answer is every time I need my medication.
Tonight, at 18.30 you send a text message saying that you will deliver tomorrow between 10 and 11am.
Your “helpline” closes at 18.00
What the hell am I supposed to do now, I can’t loose a days pay…it’s 2023? Should I lie to my employer, dump them at short notice? This is worse than bad and was explained before I started allowing deliveries.
If the notes have been made on my file, they haven’t been read.
I cannot and will not be home during the day, Monday to Friday.

Does anyone know the official complaints procedure? Not the companies complaints procedure please?

The app doesn’t work. It’s almost impossible to speak to a member of staff by phone to discuss any issues, queries or problems, and on the rare occasion I did get through, assurances were not upheld. Patient is informed of delivery dates and has no option to revise them. It’s a one way communication system! I’ve consistently had gaps in taking my meds because logistics management is so poor - I don’t feel at all safe using this company. In the end my hospital consultant arranged for a 12 month supply to ensure continuous cover. This didn’t prevent another delivery a few months later which I had to ask the driver to return. Delivery drivers report similar complaints from other customers. NB The company was consummately professional towards customers pre rebranding to Sciensus. Shame there isn’t a zero-star grading option.

Appalling "service". Failed to phone me to arrange a delivery. Failed to pick up the phone in a timely manner when I rang in to make the arrangement. Failed to deliver the medicine on the arranged date. Failed to phone me back to tell me why, when they said they would. Said they have booked a new date but they failed to send a confirmation text so I doubt it will happen. Failed to keep their phone lines open until the time advertised on the website. I now am completely out of my essential medication. I have complained to NHS England and my CCG who pass the buck and don't want to know. I've now written to my MP in the hope that parliament will investigate why they are not getting the service that they are paying for!

Shambolic service every few months I’m having to complain to get my delivery. Say hospital have not sent the prescriptions when they have twice. Never fail to leave me without medication. Worst place ever. Ongoing nightmare for years

This service was much much better when provided by the NHS.It starts well with a visit from a Nurse at home - great.
It goes down hill from there, they are supposed to arrange a delivery- get in touch with you, arrange a delivery date , then text you the day before with a delivery time next day- very poor if you work or have other commitments.They can't deliver and leave it - fair enough. You have to be in.
They often don't get in touch regarding essential medicines - you chase it up yourself, and they then try to offer delivery a week later - NB I said essential medicines, needed then , not a week later. Big Private Pharmaceutical Industry making lots of money out of the NHS for their share holders, and providing a very poor service. Return this to NHS care. They try to pretend its NHS but its not, its ripping off our NHS.The staff do try to help when you can get through- they were short of Pharmacists and tried to tell me that the Pharmacist was not trained to dispense the medicines prescribed!! the last time my delivery was a week late.
They used to have a useful Chat service - now not available and getting through to them is difficult- don't believe the hype they publish.Their web site shows a customer satisfaction survey - with glowing reports - 22% of their patients responded - that says something

Healthcare at home offer some of the worst customer services I have ever dealt with. Most recently my medication failed to arrive on its due date. I have phoned Healthcare at home each day for the last 6 days to try and find out what has happened to my medication. Each time after a long wait I have been given a different excuse as to why they don’t know what has happened. When I started calling I had enough medication for 11 days now I am down to 5 and no new delivery scheduled. They don’t care. If you have any choice avoid at all costs

Awful. Waited over an hour to get through to be told they don't have my prescription, don't know if/when they'll have the drug or when they might be able to deliver it!

Over 4 hours to waiting on the phone to speak to somebody and this was an agent called.

worst customer service ever.

Since this Service has changed to Sciensus, It has become terrible. I was 2 weeks late receiving my medication last delivery because they said they had not received the prescription. So the hospital had to resend it twice. This time when I ran out of meds they told me the same thing that they had not received a prescription. The next day the hospital rung to say they are lying to you because they told them they had received it. They then took nearly a week to ring me up and arrange a delivery and then they wanted to take another week to deliver. It was only when I told them of my disgust at their service did they suddenly say they would get the meds couriered to me the next day. I never had any of these issues when they were Healthcare at Home. They would always ring me well in advance of me running out.

Please, please can the Dept of Health remove Sciensus’s very lucrative contract to dispense medication to the South East. Sciensus have no sense of duty of care or respect to patients.

They take up to 30 minutes to answer a call. The call handler is unable to assist and there is no one in authority to speak to either. The call handler are not able to get any updates from the pharmacy and cannot offer any comfort or assurances on the timeframe. All they can offer is that they will ‘email’ the pharmacy to see what the delay is and hope for the best. They actually have no means to call the pharmacy apparently!

I am also told that ‘they are dealing with thousands of prescriptions’! Guys, if you cannot take the heat, give the Govt Contract to a company that is fit for purpose, that does have the manpower to put prescriptions together, that do know what time management actually means and do not have any issues with processing prescriptions with a space of a few hours rather than 2 weeks? If its because you are incompetent, own up and give back the contract to the govt so that they can find a company that understands what they are doing.

However, when a GP sends a prescription to a local pharmacy it can take a matter of hours to prepare and they too have ‘thousands’ of patients looking for their medications!

Sciensus are just in it for the money and have zero understanding or any sense of care and compassion to patients.

The delivery service is possibly the only element of the process which works. They send out text messages and arrive when they say, but of course, they are a separate company.

I will be writing to my MP and the Dept of Health to recommend that this government contract is taken away from Sciensus as they do not have a process in place and clearly just in it for the money and nothing else. Utter disgrace.

Terrible service now that they are sciencus. Requested sharps bin but it did not arrive. App fails with 'oops, something went wrong'. Almost impossible to contact.

I pity anyone who has to deal with Healthcare at Home.
I need my medication to help with my sight and haven't had a delivery since January!
They randomly book you in for a delivery and don't bother to arrange it with you first, so you could be out at work or away and the deliver drivers just turn up.

Not only that, the injections of medications that they previously sent me haven't worked, so I just ended up stabbing myself with a needle with no medication administered.

My hospital rang them to find out why they hadn't sent my medication and said they would organise a delivery. I'm still waiting.

Do not trust them when they say that someone from the pharmacy will call because they never do.

They are unreliable and are messing with people's health.
They should be ashamed.
Steer clear from Healthcare at Home at all costs.

Not very reliable and vital always items missing from the orders. This problem has gotten worse since they changed names to Sciencus. Literally every single delivery I've had they are missing the kit needed to actually administer my medication, which I then have to spend DAYS chasing up and sometimes making me late in administering treatment. This is dangerous and irresponsible.