Well, still mixed fews on Sciensus (still think it’s a stupid name) but the App is pretty useless, recently saw reviews for it & almost everyone said it was hopeless & whoever they paid to design it, should be giving a refund😭 I had my last delivery 31/12/2021 but there was an issue with that, they tried to give me dates in early January, when I wasn’t available. I went on the chat & they said they’d change to 31/12/21 but week later get a message about the January date. It shouldn’t be this difficult & wasn’t sure I’d get the sharps box, though that wasn’t detrimental.
But today, just middle of January & next delivery due late February, I got a text message asking about updating my next order. I thought, oh here we go again, nothing on the useless App, tried live chat, too busy, then got kicked out. I eventually went on the chat thing on their main website, questions went back & forth & finally the agent said she had no idea why I got a text & they hadn’t received my prescription yet!!
This is one of a few reasons that I wish I could either have a medication not dealt with by this company, or maybe have benepali by infusion, I wouldn’t have a problem going to the hospital once a month?
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Shamrockgirl
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As far as I know Benepali is only made for sub-cut click pen (or maybe a syringe? I had the original Enbrel which was always a click pen) so it’s easier for patients to do at home. I understand what you mean though, if Sciensus are being erratic re delivery, etc. They text and tell me when my med is arriving now. No phone call. I don’t have their App.
Did you mean the reply for Shamrock re her attempts to contact Sciensus? I haven’t any issues with Sciensus as they just text and tell me when they are delivering and if not convenient to let them know. Then I get reminded by text nearer the time. As I’m at home it works well, Helen. For others it seems there are some problems re getting in touch. x
I had issues before Xmas, at the moment they are trying to merge 3 IT systems into one, my account had merged over but not my prescription or delivery account, I was left with only 2 injections before Xmas and because lots of the staff answering the phones had not been trained on the new Nova system they kept saying they would get someone to ring me back obviously no did, in the end I found the email address for the CEO, head to IT, head of pharmacy and head of Customer experience and sent them an email, I got and email reply and a phone call within an hour.
That's very kind of you to supply this info. I sincerely hope I don't have to use them but having the top brass' emails gives one some leverage. It took over 3 hours, taken over 3 days to amend an order I didn't make. I didn't realise I knew words like that!
It just makes me so mad why we have to tolerate this constant inconvenience & incompetence, it’s not like it’s about clothes etc., that wouldn’t be crucial to us.
Why is no one able to sort it out once & for all? Though, I think I know the answer to this, it’s because the NHS contracts this out to a private company. Once the company get the contract & big sum of money, they can do what they like. You see it with Serco & others, remember the 2012 London Olympics, that was Serco & they had to get the army in!!
Agreed. This privatisation by stealth is doing the clients, you me and all patients, a power of no good. Adding stress, inconvenience etc to the distress caused by illness is just what we don't need. Sorry. Rant over
That’s interesting as a few months back, I did a search & found CEO & other details, he didn’t respond, but his secretary/PA did. Nothing much changed however, the last delivery I had at the end of December was quite confused, told them I wasn’t available for some early January dates & they seem unable to deal with this or be flexible. I finally got the 31 St December date, but there was confusion over an order of “ancillaries”, i.e. a sharps box. No one knew if it was ordered or not, some comment about sending separately in the post, but I’d have to be in to take delivery.
The added saga of the “great” new App is just confusing things even further, it’s just a ludicrous way to run a business, but of course it shouldn’t be a business, as it’s about health! What sparked my comments & questions yesterday, received a text message about my next delivery, not due until late February. Contacted them & unable to do easily & when I did connect with agents, they had no idea why I’d received a text! This all just adds more stress that you don’t need & I wish I could just have the Methotrexate & something that could come through surgery.
I tried to log into the app today and it keeps rejecting my 6 digit code (which I know is right), ive asked for it to be changed and its not automatically emailing me as it should.
I've 3 benepali shots left and I am getting the vibes that this order isn't going to be so smooth. Although my last delivery I got delivery 3 months supply when I use to get 1 months so hurrah
I can appreciate its a mammoth task delivering these drugs but as aprivate company they are difficult to work with at times .
I must be lucky? Have only ever contacted Sciensus by email (to request a letter I can use when travelling to explain Amgevita) or by phone (to change delivery date). I’ve found them easy to deal with and very helpful 🤷♀️
I actually have a meeting with representatives of Sciensus later this morning and I will draw these issues to their attention as they are very open to constructive feedback
Perhaps you could comment that instead of a phone call just get message with date next delivery is to be and as im retired thats ok mostly but it doesnt give opportunity to ask for sharps bins etc and up until recently i didnt have a smart phone so dont do chats and apps, apart from a word game i found, im ok on emails on a desk top computer cos I can see that.
The problems with this company have gone on for years. They have been investigated and had their performance monitored. Changing their name does nothing to hide their inadequacy. They have failed in past and seem to be failing again. Why are health authorities awarding them contracts. 3 years ago I moved house, my drugs are now delivered by Boots chemist based within the hospital. It is so easy and stress free. The business model for filling prescriptions and organising delivery is quite simple and easy to fulfill . Why can’t this company deliver a relatively simple service without causing so much stress and at times distress for its customers. Are they just too greedy putting big profits before performance, is there no leadership.
Oh Mall, you are seeing & saying what I’ve been saying for ages😭 Once the NHS gives them the contract & a shed load of money, they do what they like. I had all this months back & had contacted NRAS, who informed me they were going to Sciensus soon after, to see about this new App etc. So what happened to that, clearly things still aren’t great. On a different type of contracting out, my city council (who are awful) are in the middle of taking back a housing/repairs contract they had with company Norse, in-house to themselves.
I don’t know of any public services/NHS contracts that have outsourced that have worked better or as good as. The County Council here contract out social care & I had 30 minutes a day about 4 years ago. It was a shambles, no one at the company cared, council washed their hands of it. It got so bad, I gave it up & bought some gadgets (I have a wet room & it was help with showering & dressing) & have to manage. Someone from this wretched private company could turn up anywhere from 7 am until 10.45 am! Too bad if you had work, appointments, a life.
I completely agree I don’t see the point of the name change either. They don’t produce the products they sell, only market them - Healthcare at Home was therefore a good and appropriate name. They used to be amazing, friendly, helpful and knowledgable.
The app, especially live chat is useless. I recently got stuck in a loop that kept taking me back to a screen saying, ‘sorry we missed you, our opening hours are etc’. It was during those hours!!
However, even before the name change there suddenly seemed to be a dramatic change, almost as if they’d completely changed all their staff…the previously friendly and efficient service became far less reliable and hesitant.
Unfortunately benepali doesn’t come in infusion form, only auto injector or syringe. Like you I hate the new name, much preferred healthcare @ home. I’ve only had 1 phone call since they started the app, and that was to ask my opinion on it. Once I contacted them re a delivery date that was unsuitable as I would be away at an appointment, never received a response or delivery. However the week after I had a text at 8pm telling me my time slot for a delivery they’d told me nothing about. When I checked the app, it still had the original date listed. I agree with others they used to be so helpful and friendly, I’m assuming there is fewer human bodies working now that it is automated with the app.
I've just had a delivery from this company of Orencia this morning and last week the nurse said there are supply issues with a lot of biological medications so only getting a month at a time although that will change to three months when supplies return to normal. I don't know if thats what is causing your issues but these days a lot of medications are seemingly short supply.
Update on Benepali issues & the dreaded Sciensus, the Biologics nurse at my phone appointment said I should stop the Benepali, spoke to the consultant & now going to try me on Idacio (Adalimumab). Why does medication have such weird, unpronounceable names? The ironic part is it won’t be with Sciensus, but another private, healthcare company.
It’s still refrigerated, but you do it every 2 weeks, than every week . Because I told her I found the Methotrexate injection easy to do, she said that this new injection should be easier, we will see.
Because the previous Biologics has to be flushed out of your system, I can now feel the R.A. Is more active, after 2 weeks.
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