Sciensus - a positive note

[RA22345]

I've read a lot of negative posts regarding Sciensus service and have had a few disappointing experiences with them in tbe past.

However, the recent improvements to the app functionality have made it much easier to keep track of things and make changes when required.

I am due to travel to New Zealand to visit my daughter for a few weeks and asked Sciensus for their advice on carrying my injections with me. I was contacted by phone and a very helpful chap answered all my questions. He's sending me the letter I need for airport security and providing details of a suitable cool bag to transport my meds safely.

So I am very happy with their service at this time! 🙂

[Neonkittie17]

I haven’t had any problems with the phone admins and I’ve found it’s improved a lot since they give you a delivery day by text now as the norm and you get in touch if it isn’t suitable. Before it took days or longer to even get through returning that call to arrange delivery, so the text option works for me.

My problem in May was that the delivery guy was awful and tried to bully me and was insulting and just generally as horrible as you could get shouting at me in my garden. Won’t get into that here, but he was in the wrong and a of a vile temperament. Sciensus management were appalled at him.

Have a great visit to your daughter. 💗

[medway-lady in reply to Neonkittie17]

Be aware it appears you need to confirm delivery date or its cancelled so not like before when it was taken as ok if you didn't contact them. Thats what happened to me and I used to get email now just text but I rarely use mobile preferring email. I can't be the only on who thinks this company is hard to contact and if someone doesn't have email or texts what the devil do they do. ?

[Neonkittie17 in reply to medway-lady]

It’s text I get from Sciensus and not email and the text is always a confirmation of delivery date and I’m only to get in touch if I don’t want that date. I’ve never had to confirm. Then I get another text the day before narrowing the time slot to two hours and then one on the morning of the delivery day to say you are next drop. They are very hard to get through to by phone and yes, it isn’t easy holding on for ages should you wish to speak to them.

[medway-lady in reply to Neonkittie17]

Thats the text I got then another to say you've not confirmed so I did confirm to be text not available day. So it may have changed very recently so just keep an eye on it. I might be wrong but they seem to be changing stuff every delivery. They changed my syringe to a pen and I didn't mind then the delivery date now its needing to confirm due date. I'm not impressed. x

[Neonkittie17 in reply to medway-lady]

Sciensus delivered last week so it wlll be December now before they do again so they could have had a lot of changes by then. The texts are usually fine. I always read them fully in case there is anything I’m to reply to. Hasn’t been so far. I didn’t think they could change a syringe to a pen without you being consulted and also them discussing with your rheumy? 🤨 x

[medway-lady in reply to Neonkittie17]

They have so I'm waiting to see RA consultant in 2 weeks time. I don't mind so much except t was just done. I did wonder if a shortage so didn't make a fuss but with this text change I am annoyed at the high handed attitude of the company and the woman I spoke to was just rude. I did say I can count etc.

[Neonkittie17 in reply to medway-lady]

Ugh ... rudeness is never good, especially for someone who has a problem they didn’t cause over a shortage of a medical supply. 🤨 I didn’t like my Mtx syringe changing a few years back. My new med is a clickpen but it’s so very easy to use and more so than any other one I've tried so I’m fine, but yes, you not being involved in that medical decision is not good. I suspect shortage of product or ease of production may be the reason. I hope you have a decent appointment with your rheumy. Hope all steady for you on the med. 🙏🏻

[medway-lady]

Your very lucky I was not so lucky after 45 minutes on the phone twice earlier this week as the App has glitches I as I had realised that they had cancelled my delivery as I hadn't confirmed it despite only getting a text not an email earlier in the day. I eventually spoke to a rude woman who when I pointed out this was their error and I'd run out unless they delivered that day said we can't don't you know anyone in a mile we could deliver too ? I said not for delivery of medication that is supposed to be refrigerated and when delivery is not at a specified time until that day. I think the company is appalling and the app useless and their staff need training in how to speak to reasonable members of the public in a manner that is not offensive. It took me a while to explain that if I had one in the fridge and it was not delivered on the date I'd run out. I have followed it up with an email to the company but never had this problem when it was Healthcare at Home.

[RA22345 in reply to medway-lady]

that's very poor, sorry youve had such a bad time

[hatshepsut in reply to medway-lady]

Sorry to hear of your experience. Just to say that I get a text to arrange delivery, and I do not have to confirm it, I only have to contact them if it's unsuitable.

Hope you get things resolved quickly x

[Neonkittie17 in reply to medway-lady]

Maybe I’ve been more fortunate recently than usual with Sciensus, but it’s because I am available most times for delivery so don’t need to phone them to alter it once they’ve texted me a date. I’ve been meddled about by Lloyds and made around 25 calls to them in the last 5-6 weeks trying to start Abatacept and arrange a second delivery, so compared Lloyds it’s not been so bad with Sciensu.s. Last week I was on the phone every day to Lloyds, often more than once a day and each time around 30 minutes to get through. Then some long calls too. Sciensus have been OK if you disregard the bullying, offensive delivery guy the time before last. Vile person.

I haven’t used the App for Sciensus and won’t. It’s working alright for me via text so I’ll leave it that way. I had some issues trying to get through to H@H in the past. Was told I was 47th in the queue!

Sorry, I’m not quite sure why Sciensus wanted to deliver within a mile of you that day. Presume you mean you were out somewhere else and not available? If the App isn’t working and let you down then they should be delivering to you ASAP. I hope you get an apology from Sciensus’ management.

[Bessieboo1]

I have been getting my meds through Healthcare at Home/Sciensus for many years and apart from a handful of occasions I haven’t had any problems either. I hope that you have a lovely time with your daughter in New Zealand.

[PSAWarrior28]

I have to say that despite a couple problems with delivery initially, when i have had cause to complain, the issue has been resolved. I like the way the stock replacement works. I know they are doing work to improve the app so if you wish to be on the panel, do contact them.

[Gnarli]

H@H were sort of ok but this latest incarnation has meant absolute chaos for me. They had my prescription for a month and I had to chase them for delivery (40 minutes on phone just hanging on). Finally received the new Amgevita but also three months of metoject meaning that I now have 20. A lovely starter pack - for the metoject I have been on for over four years and nothing on Amgevita. No bin, no information, nothing, nowt, zilch, nada. I had to postpone the nurse visit because I was on antibiotics and although I was assured that I was in the nurse's diary I was not told when it would be. Tetchy man could not understand the problem and gave me a date for the second visit. What second visit! Despite many phone calls, because the app was down for maintenance, and I still have no bin, no paperwork and I'm fed up with being treated like a mushroom. You know, kept in the dark and fed sh.... Many apologies for rant. I shall be emailing their top brass to complain and cc to rheumatology. Grrrrrr

[RA22345 in reply to Gnarli]

definitely do that. They need to know.

[Skyeblue2 in reply to Gnarli]

Hi Gnarli.

Many patients living in my NHS area are having serious problems with the delivery of essential medications. I have missed injections because the company has failed to deliver them. Do you have a lead pharmacist who is responsible for your prescription based in the hospital where your consultant is? Mine has been very proactive, especially knowing that I am not the only one with continual failures of delivery. My MP is also addressing this at a higher level.

For many years I too had no problems with the supply and delivery of medications but once it happens to you, and you find yourself in this situation, the impact on yourself is unbelievable. I fully understand how you are feeling. I hope you manage to find someone who can advocate and support you as you go through this difficult and challenging time.

[Gnarli in reply to Skyeblue2]

There are so many of us having serious issues with this company. It seems to vary tremendously depending on which part of the country you live in; a real post code lottery with few winners. I got this list from someone on here (for which many thanks). I hope this is current and is of help.

CEO [e-mail]

Head of IT [e-mail]

Head of Pharmacy [e-mail]

Head of Customer Experience [e-mail]

[e-mail]

Good luck

[Skyeblue2 in reply to Gnarli]

Thanks for this information. I agree that it is a postcode lottery. Hope you get sorted and soon.

[Gnarli in reply to Skyeblue2]

You too 😀

[medway-lady in reply to Gnarli]

That does sound right and a good description; a post code issue. x

[stbernhard]

Thankfully I never had any problems with HH or Sciensus. Always available and always on time.

[Knit12]

I think it depends on where you stay. Unfortunately the delivery drivers are given a huge route and unrealistic time scales. I have always been given excellent service from them in my area of Scotland, but I know with talking to the drivers they cover a huge area

[CagneysMum]

Like you, I’ve had generally really good service from Sciensus, accepting that they struggled with staffing issues during Covid as did most organisations. I’d be really interested to know what they suggest in terms of travel cool bags if you’re happy to share?

Have a great holiday 😁

[RA22345 in reply to CagneysMum]

sure, there's not a great choice and very expensive, but i couldn't see any alternatives on Google. Will send link asap

[Hezekiah in reply to CagneysMum]

I bought an iCool Medicube (bulky, kinda expensive, but very effective for a long holiday)

Here's a link to a fairly recent thread

healthunlocked.com/nras/pos...

Using search may also help you to find more on this topic.

[CagneysMum in reply to Hezekiah]

Thanks 👍

[RA22345 in reply to CagneysMum]

this is the link i received medigenix.co.uk/2-8c-medici...