After my complaint I thought you may be interested in the response I received via my MP this morning. So thank you Kelly Tolhurst who has taken up my issues and done something. This is part of a very long letter from the CQC and it would appear I really hit a nerve straight on the top..... I've already got an apology from Sciensus who copied in the RA Consultant so things are being taken seriously and I was far from alone in experiencing difficulties.
"We are aware of a number of service delivery challenges Sciensus has experienced since May 2022 and have met monthly with senior leaders to monitor the service recovery plans provided. We continue to work closely with Sciensus to ensure safety and quality in the service provided to patients. Where patients have contacted us with feedback about the service they have received, we have sought permission to share the feedback directly with Sciensus and support resolution of the concerns identified.The British Rheumatology Society (BRS) have more recently reached out to us with concerns about some clinical homecare providers serving their members. Sciensus is one of the providers identified by BRS. Unfortunately, the experience of your constituent is echoed in the feedback of BRS members. In response to these concerns we have commenced a specific piece of work to engage NHS Trusts for operational feedback and determine any actual or suspected harm to patients in receipt of a service from Sciensus. The outcome of this piece work will assist us to determine our further action with Sciensus. We would be happy to keep you updated with the progress of the work."
I feel that I've made a difference and so anyone else who experiences difficulty should write to Sciensus and their MP's as things can only ever improve if peoples voices are heard in the right place. x
If NRAS are reading this I'll gladly forward copies to you direct but not on this site as I can be identified.
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medway-lady
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Well done. It was past time Sciensus had a fire put under them. Considering the number of complaints made for their pitiful performance I find it shocking that nothing has been done before this.
this is wonderful! I also wrote to my MP last year about the terrible care I’ve been receiving at my rheumatology dept & with Sciencus. There was a long investigation but really all I got was a set of apologies. Not worth much when all the problems still exist & are ongoing. But this is GREAT! Well done & thank you! Wonderful response. Hurrah!
excellent news. I was aware BSR had contacted parliament re the allocation of these contracts, and poor performance. Good that they are going to keep you updated. I look forward to the next chapter 👍
Well done for raising this and having your complaint dealt with seriously. Sadly this company has been officially investigated and monitored in the past, it never learns lessons, just makes temporary fixes. previously it was called “healthcare at Home” , changes to name and CEO, and it’s still appalling. The business model is very simple, distribution. It is hard to understand why they are so poor at providing this basic service. Profits before service and incompetence.
I am waiting for the third day for my Sciensus delivery of idacio. If it doesn’t arrive today I think I will have to go down the same route of complaining. I missed your initial post and wondered where you started? Was it with your rhuemy team or sciensus directly?
I screenshot their texts and then wrote to them giving specific details of waiting in etc. I then wrote to my MP and don't use the template on the BRS as they ignore the ones that are simply copied into. It has to be with direct comments I suggested that the NHS use Amazon as they are reliable ! I copied into hospital too. I was livid as they told me fibs ! and then changed their story. At one point they had none of my medication in stock. I can't put on here because the letters give personal information. I admit I keep records as my AKI was caused by a medication so at some point might be used in court so its a habit of mine to always note serial numbers etc. Your welcome to PM me
Well done medway-lady....I too have had issue with Sciensus last year, the first time was April 2022 when I didn't get my medication and I had to travel a 36 mile round trip to receive an injection...Then again in November 2022, I contacted Sciensus to order a delivery of my medication, email received from them telling me that they couldn't deliver medication because they were waiting for my prescription from the hospital Rheumatology Dept.!!Contacted via email, Rheumatology Specialist Nurses, a clerical worker informed me they would arrange an urgent prescription be sent, this was a Monday by Thursday I had not heard a thing so contacted Rheumatology again who said they were awaiting blood test results ( bloods taken in October, I have them 3 monthly ) I was due to have an injection the next day, I had to ask to have an injection at the hospital, another 36 mile round trip!!
I did complain to the Hospital Patients Experience Dept. who said they would investigate with management of Rheumatology Dept...the clerical officer was not exactly truthful in her responses!!
I am unsure who is at fault here with my deliveries, pre 2022 I never had a problem with Healthcare at Home...
No me neither with Healthcare at home. On time and answered the phone quickly too. I know Covid has changed a lot of things but in my case it wasn't anything to do with covid or even lack of staff but fibs. I hope you keep a record of them letting you down as its vital if something does go wrong and also get names too. Because my kidney failure was caused by a medication I keep records and names, and dates etc. The medication was not an RA one though. lol x
Thank you for all you have done medway-lady. I had my first telephone conversation with Siensus yesterday as I am changing from Methotrexate tablets to injections next week. I was unaware of these problems so I’m glad I found your post.
I'm also having problems. Spoke to someone from Company couple of months ago who told me that the problem was with the Pharmacists who thought they were Gods. He also said that all that had changed was the name of the Company. Everything else is the same as it was with Healthcare at Home. Due delivery next week which had been set up by telephone when I was assured everything was OK and they have changed the date and keep sending emails that you can't reply to asking me to confirm etc. I have tried via the App which doesn't always work, email and mobile (which shows their telephone number as 'Suspected Spam'). I have given up for today as I am sick of holding on for someone to answer call.
I'd urge you to write to them and put in writing what has gone wrong and supply them with dates and names or the customer service advisor you spoke to and also tell them how long you've spent on the phone. Always get the name of the person you speak to as they seem to me to be a bit slippery to deal with. I've got a record button on the phone but I do tell the person I'm recording this conversation for my records too. I had the can't reply to to them on their App too and told them that it was not fit for purpose, they did say it had problems but tbh its been like that for a long while. Don't give up but put in writing as then you can keep a record especially if you've had problems before.
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