Is anyone else had Sciensus delivery issues over the last month?
I've had deliveries from HaH/Sciensus since August 2015, usually Saturday deliveries but now they advise these have stopped but I can have a 6-9pm evening slot. However, so far this year since this changed, they've delivered once but were short of injections so arranged a subsequent delivery a month later (normally every 2 months). That's when the fun has started. They failed to deliver on Monday 28th when they gave me a 19:58-21:58 slot, just sent 3 text messages at 6am the next morning advising they couldn't deliver. Thankfully my phone was on silent or I'd have been livid if they'd woken me up. Tonight the re-arranged delivery from the 28th has failed to materialise between 20:20-22:20. I've had to put text alerts on silent so they don't wake me tomorrow morning as I suspect I'll get 3 text alerts. I'm on call work this week for work so can't put the phone on silent. What I don't understand is why they say 6-9 and then organise deliveries that extend past the timeslot. It's almost like they've booked too many deliveries and they're just paying lip service to the booked deliveries by giving you a time that they are unlikely to meet. This has all started since the Hospital moved me to a biosimilar from Humira, up until then apart from the normal pre Christmas insist on weekday delivery, I've never had delivery issues with them.
Anyone else experience recent issues? If it wasn't for the fact I'm sitting on a couple of spare injections, I'd be in real trouble. They seem to think that you can just wait another 2 weeks for them to re-arrange deliveries. I can't have daytime deliveries because of work so up until recently I've had Saturdays, but now not possible but their evening deliveries appear somewhat unreliable.
I shall be phoning them in the morning rather than wait what is a week before they contact me again to re-arrnage, which is a joke for a failed delivery. I think I'm also going to make the hospital aware of the issue. If this is going to continue, I just wish the injections could be delivered to a local pharmacy and then I could collect at a time convenient to me.
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NicolaP
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I tried searching on the site before I posted but all that appeared was one post from 8 months ago. I'm well aware of issues on and off with them for years. Having been lucky up until now, was just wondering if I was just unlucky or it's back being a major issue again.
Yes, I had failed delivery a few weeks ago which was already a week over due. Like you I luckily had a lower dose available (from a previous error delivery not Sciensus fault) otherwise I would have had no meds for 2 weeks 🫤
I’ve been having issues for months, like you I need an evening delivery as I work and this seems to be the problem. Despite being aware that I’m not home until 6 they constantly try to deliver during the day. I’ ve made numerous complaints to no effect. Last month I had a hospital appointment so I mentioned it to the nurse and she said she’s had lots of patients telling her the same. She then complained to Sciensus herself for me and last months delivery was an evening delivery as agreed. I’m due my next delivery on Thursday but I’m not convinced it’s going to be in the evening. Definitely complain and also let the hospital know so they can complain as well. I’ve actually got a box of injections that I don’t tell them I’ve got, from when I had to miss doses due to Covid , otherwise I would have been unable to inject on several occasions
After writing to NHS England, my CCG as well as raising a formal complaint with Sciensus, I wrote to my MP....
From:
Sent: 29 December 2022 12:26
To: POULTER, Daniel
Subject: Parliamentary Investigation needed
Dear Dr Poulter
I am writing to make you aware that people with rheumatology conditions are missing doses of vital medicines because of problems with the Homecare Medicine Delivery Service called Sciensus (formerly Healthcare at Home), in England and Scotland.
Biological medications to treat incurable conditions like Arthritis, Lupus and axSpA give children and adults back their quality of life. They’re usually prescribed when other treatments have not worked or when the side effects of other medicines are unmanageable. The medicines help to bring about remission or better manage moderate to severe symptoms, enabling people to learn, work or raise families, as well as reduce pain and fatigue. The efficacy of the medicines depends on them being taken at regular intervals. Delays in taking medication can affect how well they work or increase the likelihood they may stop working.
People in England and Scotland are experiencing delays to receiving their planned medications or when starting a new course of treatment. Patients are also experiencing difficulties in reaching the companies responsible for delivering these services when problems do arise. This is causing increased anxiety and inconvenience for those who rely on this vital service. In turn, this has increased pressures on rheumatology hospital outpatient services, already at breaking point, as they field calls and emails from concerned patients, both about delays to their deliveries and the implications of missed doses.
Although NHS bodies such as the National Homecare Medicines Committee and NHS Scotland are working with the private sector companies responsible for the system, I am informed by the British Society for Rheumatology that their interventions are yet to deliver the excellent standard of service all patients and clinicians should expect. As such, it is my belief that parliamentary scrutiny is urgently needed on the performance of the system as a whole. As more medicines become available and are delivered at home, these issues will only increase if problems continue and the capacity to deliver a sustainable homecare medicine delivery system are not in place.
Yet again, they failed to deliver my medication yesterday which has left me with none in stock. Getting through on the phone is difficult with calls taking a long time to be answered. Then I was told I would be phoned back, but no one did, necessitating another long, difficult attempt.
I have previously written to NHS England and my local CCG with my concerns re Sciensus but they both say it's nothing to do with them.
I am therefore writing to you as my representative to ask that you call for a Parliamentary investigation into the underperforming Homecare Medicine Delivery Service Sciensus and for you to back measures which will improve standards and deliver a system which works for all who need it. I look forward to receiving your response.
Your sincerely
J
I got this reply..
Your Ref: DP42096
PO-1434248
Dr Dan Poulter MP
By email to: daniel.poulter.mp@parliament.uk
15 February 2023
Dear Dan,
Thank you for your correspondence of 18 January on behalf of your constituent, Ms J, about Sciensus.
I am grateful to you for raising Ms J’s concerns.
NHS England’s Commercial Medicines Unit is aware that Sciensus has suffered some
performance issues and, along with the National Homecare Medicines Committee and
regional homecare leads, has raised these issues in a number of meetings with Sciensus
following NHS feedback over the past few months. Engagement between the various
stakeholders remains ongoing and the aim is to establish the root cause of the issues,
mitigation plans and timelines for resolution with Sciensus.
Sciensus has acknowledged the challenges and failings that it has faced over the last nine
months, and is taking action to improve its services.
In October, Sciensus made changes to its NHS phonelines to streamline and improve how
NHS queries are handled. An improvement in services should already be noticeable, and
the service will be monitored to ensure continuous improvement.
Sciensus has recognised that it still has further improvements to make. Its collaboration
with the NHS will continue to ensure effective services for NHS patients.
Should Ms J remain dissatisfied with the services that Sciensus provides, it would be
most appropriate for her to use the NHS complaints service, which is in place to resolve
concerns and to help local NHS organisations learn from the experiences of their patients.
I would therefore encourage Ms J or you on her behalf, to contact her local
integrated care board (ICB), which is responsible for commissioning effective health
services for its population. The contact details for Suffolk and North East Essex ICB can
You are certainly not alone, my December delivery took 3 attempts even though I was sitting waiting for them on each occasion! Took a picture of a field and said no one in!!!!! You have to laugh (difficult at times) February shortchanged by 1/2 so waiting in on Monday for the shortfall, fingers crossed 🤞
I'm totally fed up with them. When I moved house it was nearly a year before they could get my new address into their heads. I was getting texts saying they'd deliver to my old postcode then one later same day for a delivery to my new address on a different date! I keep getting booked for morning deliveries. I work part time and don't get home until after midday. I've told them this on numerous occasions. Last time I was changed to evening delivery which failed to turn up then rebooked for a morning again. Been getting Saturday delivery a couple of times. They once told me they can only deliver when they happen to be in the area! What a load of crap. The Imraldi shortage made them worse.
Ooh yes read my previous post about them in profile history as I wrote to mp and got a reply from her and gave a copy to NRAS. Same thing, it’s supposed to have been changing …….. you can pm me later today.
this has been going on for years. I was so relieved when I moved house in 2019 and hence hospital/health authority to an area which uses the Boots chemist located in the hospital to organise deliveries. Why the NHS in some areas continue to use them dumbfounds me. Keep up the pressure and official complaints.
Anyone know any journalists or Panorama employees; isn’t it about time there's a more open public investigation. People’s health is being damaged, there’s too much shuffling responsibility and promises of of improvement which lead to nothing in the long term.
I must just live in a good area as I haven’t had any problems with them, they have just changed my delivery from two monthly to monthly but still always on time.
I've not had an issue with them in 7 and a half years until recently. Hoping its just a glitch but well aware of this time about their reputation with deliveries unfortunately.
Patients in the Mid Yorks area have been asked to report any problems to them so they can sort it out as I understand they are collecting data on the service.
Last month my delivery slot was booked for 2pm to 4pm on a Monday, I get home from Chair yoga at 1.45 so thought this would be fine ! At 1.40 the driver calls and says he’s outside, I was in a queue of traffic, however I would still have been home in time, as not very far away. He said they shouldn’t give a time!!!! Luckily my neighbour was in and took it. I phoned the company and they said the time is just a guidance, I have had other problems trying to move time slots, so I said the service wasn’t like it used to be, she said in a sarcastic tone ‘sorry you feel that way’ and ended the call. I have been receiving deliveries for 16 years. My rheumatology department are well aware, as they have received many complaints, but nothing changes. Their app is a waste of time, it’s so confusing, giving you an estimated date, you agree and they book a different date !!! I’ve been suffering from a bad stomach and bladder issue’s so have a couple of Humira injections in hand, luckily. X
They asked me to be part of the trial for their app. All you could do at the time was accept the delivery slot which for me was incorrectly always a weekday so didn't bother. Now my account for it just doesn't work, I understand that some more functionality may have been added but can't see. Anyway I just call them and sit on hold as works out easier.
I was’t able to use the app until recently, as it wouldn’t let me in or let me change my password as other accounts do. I’ve had a few ‘oops something has gone wrong’ it’s badly designed and not user friendly. The company seems to have very weak management, without proper procedures in place, it just limps along. I wish the NHS would find another more reliable company. X
thankfully I’ve not had a problem with them, been using them for 6yrs. I think certain areas are worse. I’ve only had one failed delivery in that time. The injections apparently weren’t at the sisiarch area, and there was an argument who should inform the patient, H@H or the driver. The result nobody informed me and I waited in all day. That was a few year ago. When I first started getting deliveries you could arrange to have them delivered to your work address if you could refrigerate.
I don’t have deliveries from Sciensus anymore but had deliveries by HAH and Sciensus since 2006. During a bad period with HAH deliveries I spoke to my consultant during an appointment. He told be to contact the transplant coordinator at the hospital, who organised deliveries and prescriptions. She must have got in touch with HAH and I didn’t have any more trouble.
Sorry you’re having these troubles with Sciensus. I have periods where delivery is fine and then when you hit a snag they are awful and can’t seem to sort things out .
I’ve had two spots of bother with them in last few months about whether I’ve had a valid prescription and have had to resort to the pharmacist in my local hospital who seems to spend a lot of time making complaints about them.
Hate ringing up and having to listen to how they’re delivering great service ( great my foot!) and why not try their excellent app 😂😂
Yes, lots of problems screwed my delivery up, changed my address to Essex from Buckinghamshire this delayed my treatment starting by 7 weeks, add to that all the failed deliveries what a joke, I contacted the customer service manager and complained, I received a written apology, they are a BSI 9001 registered company, so I reported the problem to them and they are investigating the problem, so yes not impressed at all.
I’ve had to wait for 10 weeks for my first delivery from them and then that took two attempts. The first time I waited in all evening to then get a text the next day to say they were unable to deliver. Makes me very worried as I am only just changing from oral mtx to injection
I had issues with Sciensus a few months ago. Got really fed up and wrote to the CEO. The result was that my meds were sent via courier on a Saturday having failed to deliver on Friday.
Thanks to all for the comments, in a sad way I'm glad it's not just me but knowing how long this has been going on for (an having never had an issue in 7.5 years until now) it's a bit frustrating. Just as an update I phoned them early Tuesday and was advised the first failure was listed as dispensing issue relating to the 2 injections they'd not been able to supply the previous month. She believes it was probably the same on Monday. If that's the case why not let the patient know they're not going to appear. Anyway order was cancelled and rebooked for Thursday week, I shall wait with bated breath to see if they turn up that day in the evening.
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