Latest statement from Healthcare at Home

Healthcare at Home update – Our work towards delivering an improved service

My name is Natalie Douglas and I am the Chief Executive of Healthcare at Home. I joined in June and am really excited about my new role at Healthcare at Home. I am confident that we will be able to move the company forward so that it gets back to delivering the quality services many of you had come to expect from us over the last 20 years. I understand the anxiety and stress some of our patients have experienced due to service disruptions earlier this year and I would like to sincerely apologise for any inconvenience and impact on your health that you may have experienced.

We have taken a number of actions to improve our service. Since I joined, we have moved service levels in the right direction and are seeing consistent improvement in our main key performance indicators that we use to monitor the business. Throughout August, September and October we have seen the number of successful deliveries consistently increase and there has been a huge reduction in the average Customer Service call waiting time since May.

This is happening due to the tireless and hardworking attitude of our staff and the immense amount of work that has gone into improving Healthcare at Home’s whole process from prescriptions to patient deliveries.

Encouragingly we are re-establishing normal service delivery. But that isn’t enough, we want to get better and we are working hard to provide the first class service you deserve.

Your input is important to us, so if you have any questions or feedback please email For medication/delivery enquiries please contact and for more information please visit our patient support website.

Natalie Douglas

Chief Executive, Healthcare at Home


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