Yet more lies so sent letter to my MP and if anyone would like a copy I'll pass one on but won't put on here. In short the van allegedly broke down so I got a set of texts (actually 3 in 5 minutes) saying on its way then next drop then failed to deliver. So 45 minutes to get through at 6pm and they did not know where the van was the chap said he'd ring back but didn't in short on a hunch I said but I'm next on the list why didn't driver ring? response" " he don't have phone no" so lie 1 me "yes they do and rung before". I'm livid another day in waiting for the stuff so I advised them written to MP and also the App lies too. This company is not fit for purpose and as for the failed delivery of 6 people before me as not in ! Well words fail me. Anyway I wait to see what Kelly replies and my son didn't know of any breakdowns close by when he was on patrol last night. Doesn't mean it didn't happen but statistcally there appears to be pattern of incompetence in this company works anyway I suggested to Kelly that Amazon could afford fridge vans and they are reliable and probably cheaper too. lol Now to write to NHS provider and Medway Hospital and CQC and anyone else I can think of in my ire at the waste of time and energy that this company causes.
Sciensus: Yet more lies so sent letter to my MP and if... - NRAS
Sciensus
Gosh what madness and I’m surprised you could get through on a phone line at 6pm as I always thought they closed at 5pm! Hope it gets sorted for you ASAP. 🙏🏻 My incident with the delivery guy in May was horrible. He wanted to try scare me and intimidate me. Didn’t work but it was an awful experience. We don’t need any extra stress.
Yes this company does try to bully, "get your neighbour to take it in " was said in September. I said "what neighbour" b===y cheek. No accountability these day.
My neighbours would try sell it if they thought it was a drug. Not joking.
If it’s Abatacept they’re supposedly delivering then that’s not right to leave with a neighbour unless you know them very well and if they don’t refrigerate Abatacept properly and someone forgets to tell you straight away then the med is likely compromised, or if it gets solid touching the back of the fridge it’s no good then. 😑
Yes it is Abatercept and gosh I am so annoyed. It's the cheek of my neighbour being inconvenienced because of their problems. They stay in all day to receive my delivery. No No No. How did they get the contract it seems without any accountability. We'll see what Kelly can do as she is usually very helpful. I don't expect miracles just an apology for their complete disregard for the patient and that they fulfil their scheduled deliveries. If Amazon can do it then why can't other companies ? lol
Do Sciensus not give you a two hour window for delivery? I get my tocilizumab delivered by Lloyds pharmacy homecare and they send a text the night before with the two hour window for the next day. Personally I would like to have more notice of that slot as it often means taking a days leave but it does seem to work efficiently and in the four years I’ve been having deliveries they have never failed to deliver within that slot. It does mean that you don’t have to stay in all day waiting for them.
Oh yes in fact we get it 3 times but then just before it arrives its suddenly " delivery not attempted. "
Oh that is very unhelpful. No wonder people get annoyed with them!
that’s ridiculous. You can’t leave with anyone, unless it’s been preauthorised. I had to complete paperwork to add my hubby to accept delivery as it was due whilst I was away on holiday.
I’m in Kent and due my delivery today, so we shall see. Didn’t get the usual text with the 2hr slot. Although had a text mon saying it would be between 7am-7pm. It does state the slot of 10-12 once I logged into the app.
Nass are working with BSR to persuade parliament to investigate. Here’s a link she attached with a template letter and contact details for reporting incidents to BSR.
rheumatology.org.uk/news/de...
I did the letter and to the NHS but don't hold out much hope. It is even worse they are in Kent today but told me it was Thursday. lol
Hmmm ... it seems they constantly take on more than they can chew. 🤨
Hit the nail on the proverbial head
I just started receiving deliveries from Sciencus in July. I was previously on Tocilizumab and I received that from Lloyds Pharmacy Healthcare (Healthcare at Home). I was switched to Abatercept and Sciensus started delivering. What a company- never have I met with such inefficiency. Every delivery is a drama. Let us hope that someone does something about them.
Also wonder if its bio similar and they get prescribed more often that they have more stock but Abatercept seems to be less common. But that is just a quest it might be simple incompetence?
Although very new to Sciensus I must say I am full of trepidation. I have only had one delivery so far but was inundated with texts and phone calls saying they wanted to arrange a delivery date even though they had already given me one. Admin is total shambles and call centre is not good. I did get the delivery albeit a few hours late. Have attempted to download the app a few times but it doesn't want to work. I do wonder why the NHS spends so much money on a multi million £ company that doesn't step up to the mark. I guess it's a question of watch this space - my next delivery yet to be confirmed is the week before Christmas
isn’t it funny how we all have very different experiences. I’ve never had any issues with them. The opposite in fact. I had to change a delivery at very short notice and messaged them on Live chat and it was sorted quickly and no drama.
The delivery people have all been very friendly and helpful too. I’ve probably talked this up and the next one will be a disaster now 😂😂😂
I’m the same, they’ve been nothing but helpful - especially when I moved areas.
(I hope that hasn’t jinxed it now!!)
Haha! When I moved areas it took 12 months and loads of phone calls, online chats and emails before they stopped delivering to my old address. I would get phone calls from the delivery driver standing outside my old house. And STILL on my account they have my old address as my home address and my new address as the delivery address 🙄. Absolutely hopeless.
hahaha. Fingers crossed it hasn’t 😂😂😂
You must be talking a about a few months ago as live chat hasn't been available for nearly a year ?
No. Recent. I also use the app. Just checked and it's available right now
No thats a virtual agent so a computer generated bot not Live Chat which is a real person.
Not sure what the difference is if it's set up correctly
Quite a lot when it doesn't or isn't able to answer the question why is it not being delivered as specified today? or when will it be delivered?. If you'd stayed in on a day in Sept to get a text the day it was supposed it arrive, but they didn't turn up and now in November the delivery failed again you'd know how a bot cannot cope with the why and what now questions. And to then spend over 45 minutes one day and 30 the next trying to get through to respond to their error you might understand and I'm not alone in these issues, just how stressful it is. Sorry but there is a huge difference.
I know how bots work as my company sets sequences up. It should work absolutely fine in the majority of cases. I understand it must have been frustrating and I'm sure the people that work there find it equally frustrating. But sometimes things happen and no one deliberately wants to make errors. Systems fail, IT fails. Nothing is ever foolproof and occasionally out of anyones control. Particularly when they will also be relying on third party suppliers, staff absence and along with every company I know, challenges with recruitment.
Knowing the challenges businesses face currently, personally, I'd forgive most things as it's really tough out here.
Yes I do understand I also worked as the Senior Revenues Manager of a huge local authority so am very familiar with systems failing etc. and it can be difficult however if the NRAS and the British Rhuem.y Society have set up a link to complain to MP's to get it debated in parliament how NHS contracts are awarded to companies then this is a well known issue and a lot of people are involved. If you read the actual reason of the getting it to MP's then you would see that they left thousands without medication and have a lot of real issues so whilst I do think one off errors do happen this is accompany with a history of poor performance. the CQC rated it in need of special measures when it was HaH so same director ( I checked ) and a rename. I more than a lot of people know mistakes happen but unless people complain then nothing is done. So forgive yes if it was a single and minor mistake but this is not it is the second time I've failed to get a delivery as advised both times X3 it was due then coming then didn't. I could add a lot more but this is not frustrating its actually a waste of time, a waste of public resources and my reasouces too. This company has an NHS contract and an obligation to get medications to people so are accountable they are not delivering Pizza . lol
Haha. The pizza would probably be cold 🙂🙂
as they are registered as a pharmaceutical company would a complaint to the Royal Pharmaceutical Comoany be worth considering? Looking the website of Siensus though they appear to be a glorified delivery company and nothing more.
I think its a delivery service and will look at that too.
I've had deliveries from them for over 3 years and never had any problems whatsoever. I have moved address as well and all went smoothly. There must be local issues rather then everywhere.
I believe patients from all over England have experienced problems with Sciensus and formerly H@H. I didn’t think it was just a certain area of the country. I remember having Willow healthcare before H@H about 15 years ago and they were excellent for me.
I can only speak of my personal experience and so far, Sciensus and HaH have been absolutely brilliant over the years . Sorry that some of you are having problems.
I’m not having issues to be of concern at the moment apart from getting them to take my used bins, but the aggression of a dellvery driver is never good as you’re not sure if he’s going to return at some point. Hopefully not!
H@H were a wonderful service for me but this rebranding to Sciensus has been dreadful. Bad service, terrible to contact, utterly useless admin. I'm dreading the next delivery
I thought Sciencis were renamed, previously known as Healthcare at Home who were a shambles!? No wonder they changed their name!! I had difficulty getting deliveries from them after 4.30pm as they said they didn't deliver any later. I worked until 5pm, so asked them what time they worked til in the office & they said 5pm! So "what would you do" says I if you couldnt take time off???? It was ludicrous & my Doctor or Pharmacy wouldnt take it, as they suggested as an alternative drop off & neither would I ask my neighbour! The girl I was trying to sort out a delivery time with got quite angry with me & put the phone down on me! Not at all professional or helpful. So now we still have them but in a different guise as Sciencis!! Complain & report them to you're Rheumatology Hospital dept cos they can pass on all the misdemeanors & I think maybe influence the contract? My Rheumatology nurse asked me to tell her what problems I was having with them when they were Healthcare at Home!? I had a missed delivery cos they reported I wasnt home when I had waited in all day so I wouldnt miss it too! Touch wood, so far I havent had a problem with them as Sciencis,so fingers crossed that continues, but I'm retired now, so home when its scheduled usually. Good luck with you're letters.
So far over 3 years (fingers crossed) I’ve had good service from them with no probs. Sorry you’re having so many issues.
I'm so sorry about this. I wonder if there is a PALS (Patient Liaison) person in your hospital. It *might* be worth touching base there, too.
I assume you bird watch too ? lol yes that might be worth looking into and I'm there next week so might call into their office after seeing RA consultant and I'm going to advise her as well. Especially as they are no longer allowing a dose in the fridge as a safty net now. Cutting it too fine if anything goes wrong as it did this week for me. I have no meds at the moment so hopefully it arrives tomorrow..
They used to be called Healthcare at Home. I was one of their customers a few years ago before I moved to a different part of the country. I put in complaints about them. They were being monitored following investigation which was the result of numerous complaints. It is disgraceful this is still happening. The NHS needs to stop using this company. The stress they cause is totally unnecessary. The bulk of their business is the delivery service and this is so disorganised and unreliable. The changes in management and name over the years has not sorted out this basic service.
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