Ok so i've always had my Meds delivered by whoever it was b4 it became Sciensus without any prob what so ever.
Now it seems after one month of being Sciensus things are already going downhill.
Apparently they have been trying to contact me with the details they have to arrange delivery and they ""have been unable to make contact".
I don't know why this is because i've had no missed calls on Landline and Mobile. I did have an unknown number call me three time which i answered and they were silent. Whether that was them or not i dont know.
So moving forward as they said in the letter they sent me the best way is to go on online chat. So i go on the Website and guess what there is no Chat Icon.
So now Saturday will be spent trying to arrange my Delivery :/
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chunkypie
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I arranged my last delivery via the chat option on their website (about 2 weeks ago) so it is working; I guess when they get really busy or out of hours they might turn the chat option off.
Last time I rearranged via chat, they did cancel the delivery date they gave me which I couldn’t do, but didn’t schedule in the new date. I used it again to query why no text to advise of the 2 hour window and they had no record of the supposed new date.I guess the name has changed but the staff and systems will be the same.
Hope you get it sorted soon, it's stressful and frustrating in equal measure when something so essential gets messed up. If it's any reassurance I got my delivery via Sciensus on time two weeks ago, they rang me when I was wandering around Whitby which was a bit surreal, the lads on the phone was friendly and accommodating.
They have generally driven me nuts, new name or not. I questioned them for ages about just phoning you out of the blue & you’re out in a shop or whatever. They are asking you to confirm personal details, which I imagine most of us don’t want to do in public? My next favourite on that call is, “ we need to do a stock check, how many injections do you have left?”. Well, I would respond that I can’t view my fridge from out in city etc!! I asked repeatedly why this could not be done by e-mail & they could never really answer. They did start doing it when Covid19 hit, but think they may have gone back to the phone😭😀
That loud thud was my heart hitting my boots. Healthcare at Home worked brilliantly for me and I suspected that the change of name would mean a change in service. I wish I hadn't been so cynical only to be proved right
Weirdly enough, I think some departments are better than others. I have my nebulised antibiotics delivered by them and their respiratory customer service department is pretty excellent. I’m afraid I can’t say the same regarding customer service, deliveries and general organisation of any rheum meds!
This is just one main reason that I wish I wasn’t on these biologics, other recent factor is I’m having more & more issues with my hands & doing the wretched pen. I’ve shared this elsewhere on here, people with arthritis are likely to have poor grip etc., seems odd to expect us to use these things!
Now I’ve discovered from NRAS that there is another version of benepali, administered monthly by drip or another drug, JAKS that could be used. When I finally saw someone face to face at the hospital in July, consultant said I had finally gone into remission. I’m now going to ask about other medication, sadly my Biologics nurse phone appointment has been cancelled last month & not until February, consultant again in July.
Just had to rearrange a delivery they were slow to answer emails but managed to use the chat feature and it all worked fine even had updates about where the driver was ! Good luck
I think they changed the name because of bad reviews, if you look on trust pilot the reviews are terrible. I've had deliveries from them for ten years and I've had problems but nothing like what I've read that others have had. I find if I phone on the dot when the phone lines open I get through pretty quickly.
We’ve been using healthcare at home for the last two years. Sciensus is purely a name change, nothing else, but we’ve always had problems with them whatever they’ve been called. Things (mostly) settled for about a year in the middle, but the problems have been bad again since May. In the last 3 months I’ve had to make 5 phone calls about one drug for the teen (they deliver 5 meds for her but over different account numbers just to make life unnecessarily complicated 🙄), almost run out of one of the others having had to chase deliveries, and they’ve just ballsed up my second imraldi delivery. My mtx had been coming via Alcura, so I was very disappointed when Sciensus made contact to say they were handling the new med.
I have no words of wisdom other than to say don’t leave anything to the last minute. They say they want you to have a fortnight’s buffer, so if you get to the three weeks of meds point and they haven’t arranged the next delivery, I would get on the phone then. I always ask them for email confirmation of anything discussed - I rarely get it, but they record their calls, so when I had to complain at the start of last year, I had evidence that they weren’t following through on agreed actions on that basis alone. The other thing to do is let your hospital team know; they’re paying for the company to provide a service, so if the service is naff and causing issues, I’ve found they’re usually quite keen to speak to them.
I had exactly the same as you! Can't contact them at all. Managed to get a response from them on Facebook! Had a delivery on Thursday, didn't request it didn't know it was coming, good job I was in! The driver was so mixed up too...lots of complaints from customers...oh..and no ID badge or uniform as mentioned on new blurb advertising how amazing they are! Not! I have emailed , no reply, messaged, no reply, phoned, in queue for an hr then rang out, my flabber was gasted! Have a good day all.
I’ve had my biologic delivered by healthcare at home for over 10 years. In the beginning it was very difficult to get in touch with them. It would take ages for them to answer the phone. Once they went onto emails it was much better. I’ve had one delivery since they changed their name to Sciensus and that was easy to arrange and came when it was supposed to. Fingers crossed for the next one.
I have just started a biologic and am dealing with Sciensius. They call sometimes from an 0330 number and as a result I nearly didn't answer thinking it was a nuisance call. So far haven't has any problems 🤞. I held on phone the other day too and got through. Maybe you just caught bad time. Hope you get sorted x
Lucky me, I had a delivery which they scheduled by text and the driver even gave me a new Sharps box as I had forgotten to request one. Guess it is hit and miss, so will see next time.
Just an update. Spoke to them via webchat and got it all sorted. Katie was very helpful. There was no chat option on the site Friday because i think they all logged off a little bit early due to it being a Friday lolThey also had two mobile numbers for me, One i have not used for over 20 years so no idea where they dug that up from. I'm guessing its from NHS Records.
Still a bit confused why they had problems contacting me though originally.
I've had problems with them scheduling someone to show me how to administer injection. My appointment got cancelled 3 times over 2 week period which delayed me getting started on biologics. I totally lost it on the phone and eventually they arranged for someone to visit 2 days later. The deliveries have been ok so far. Keeping my fingers crossed 🤞
O dear, frustrating indeed. I'm only just coming up to 12 weeks on adalimumab (not yet working....) and have had 2 deliveries so far. The company delivering changed to Sciensus after the first delivery. On both occasions, the rheumatologist ordered the biologic and I was phoned by the delivery company to arrange delivery promptly. I haven't yet had a problem with them, but hope things continue well - and that they will for you! The lady on the phone from Sciensus this last time was actually particularly friendly and helpful. The previous time, the man was also very accommodating.
Oh don’t get me started I was checked double checked had every test under the sun saw rheumy biologics nurse , rheumy consultant and immuno 6 weeks ago so after consultant emailed biologics nurse again and said more or less get it done. Have sciensus ever heard of me NO they only have my old records from over two years ago and I moved house 6 weeks ago but I triple made sure my new details of address and phone was updated. So basically I’m completely stuck no meds for nearly two years except pred which I’m going to have to stop because I’ve got ongoing gastritis even with a PPI and I’m losing weight which isn’t such a bad thing but with rampaging RA and stuck in the loo all the time I’m losing my patience 🙄🤷♀️🤬
I have downloaded the new Sciensus app and have been using that to confirm deliveries and it has worked brilliantly, I can also order extras ie sharps bins this way, there is a chat option , which has worked every time I’ve needed it and it works for me as I can’t take phone calls at work
Ok so two months on and an update.Problems are sorted at last. I Received an apology for the service, It turned out they were using a Phone Number i have not used for Ten or Twenty years. Where they got the number from i have no idea, Can only guess it from outdated NHS records.
I now get Text Updates that i never got before and i have to say so far the App has been great for delivery updates.
I don't like moaning but sometime these companies and organisations do need a cyber-slap to wake them up.
Glad you got sorted; we’re month 6 of absolutely dire service from them in our house. Lost track of how many phone calls I’ve made and managers I’ve spoken to, all promising to sort things out and absolutely nothing changing. Having now completely run out of my meds despite chasing for the last 3 weeks, I’ve made a formal complaint with all the bells and whistles. Also notified both hospitals we’re under that use them of the issues we’ve been having. In October, I ended up having to wait in for 5 days over two weeks to take receipt of three deliveries all to the same address because they seemingly couldn’t work out how to deliver all on the same day, and then some bright spark cancelled part of the order because they thought it was a duplicate when they’d agreed to send me a double order due to failing to deliver as agreed the time before. They’re not following through on anything they say, and wonky contact details are definitely not a factor. Text updates are hit and miss, and they ignore the notes on our files saying the delivery needs to be agreed, not just assigned, as my daughter is frequently in hospital. Even when I phone to notify them and cancel, they’ve repeatedly tried to deliver regardless, so then I get irritated drivers phoning me whilst I’m on the ward with my kid demanding to know why I’m not at the house ‘as agreed’ 👀 🤷♂️
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