FAQs

For the latest Coronavirus (COVID-19) updates and frequently asked questions. Please click here.

Updated message 22/10/20: We would like to extend our sincere apologies to any patients that have been impacted by the operational issues experienced over the last two weeks. Whilst these issues initially affected the scheduling of deliveries for only a limited number of patients, these in turn, however, have impacted on our current service levels, call waiting times and live chat availability. We are pleased to confirm that the underlying operational issues have now been rectified but we are continuing to experience some variability in our service, very high call waiting times and live chat demand. We are very sorry for any concern or inconvenience that this may has caused our patients when trying to get through to us. To help reduce the volume of calls into the business, and to allow us to prioritise those patients in most need of support at this time, we would respectfully ask that you note the following: If you are a patient that is not expecting a delivery in the next 7 days, one of our team will be in touch as normal and there is no need to contact us. If you are a patient that is expecting a delivery within the next 7 days, we will be in touch with you directly if we need to adjust your delivery date.

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Healthcare at Home is the UK’s leading full service, clinical provider of healthcare out-of-hospital, wherever you are, at home, at work and in communities.

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People increasingly expect choice in all things. Healthcare is no different.

As a team of specialists, we’re committed to enhancing people’s healthcare experience by providing exceptional clinical services that allow people greater and smarter options for access to healthcare

Recent news

Our commitment to supporting mental health and wellbeing

In this blog, our health and wellbeing business partner, Jess Bell, explains Healthcare at Home’s commitment to supporting the mental health and wellbeing of our colleagues and others in our local community.

Supporting and promoting the mental health and wellbeing of Healthcare at Home’s colleagues is something we, as an organisation, take very seriously. In 2018 we signed the Time to Change Employer Pledge to demonstrate our commitment to changing the way we all think and act about mental health in the workplace.

As part of this pledge, we have adopted the Time to Change Employer Action Plan and follow its seven core standards that include developing mental health awareness, encouraging conversations around mental health, and promoting effective people leadership.

In addition, we are committed to supporting our local community and we have extended our work in training colleagues as mental health first aiders to others in the local area.

Mental health and wellbeing support for colleagues

We understand that stress, anxiety, depression and other mental health issues can be commonplace, and we believe it is essential to ensure that our colleagues have the support they need to do their work effectively, for the benefit of themselves as well as the patients we treat.

That’s why we work hard to implement the Time to Change standards throughout the organisation from working with executives, educating our leaders, and making our policies user friendly to implementing tools to help our colleagues function at their best.

These tools include Wellness Action Plans (WAP) to give those who are experiencing mental ill health the confidence to ask for help. The plans include questions that help colleagues understand what support would benefit them and how they can ask their leaders for the help they need.

We educate our leaders to support their team members by asking what they can do to help and to direct them to our online referral process for mental health and wellbeing support should they need it. Up to 10% of our colleagues have received support in this way and we continue to promote this service across the organisation.

This year, in response to the Covid-19 crisis, we have also implemented wellbeing surveys to understand our colleagues needs and provide the most effective support during this time.

Mental health first aid training

Our mental health first aid training can be applied for by all Healthcare at Home colleagues. To date, training has been delivered to 76 team members both face to face and, since the Covid-19 crisis began, through online sessions.

The sessions give team members the skills to provide initial help to a fellow colleague showing symptoms of mental ill health. They are trained to know what symptoms to look out for and to support others after first keeping themselves emotionally safe. Mental health first aiders encourage and support people to get help if they want it from professionals, family, friends, charities, online forums or through other appropriate avenues.

Supporting the local community

Healthcare at Home is dedicated to giving back and supporting our local Burton upon Trent community as part of our corporate social responsibility. We work very closely with charities, the local YMCA, and local schools and we offer free mental health first aid training to enable support workers and teachers to help others.

We are currently supporting two local multi-academy trusts that operate between them up to 30 schools. We contribute to the wellbeing award for schools by speaking at assemblies, running wellbeing workshops and training staff.

Teachers and support workers join the mental health first aid training sessions with Healthcare at Home’s team members, which gives all participants the chance to understand about mental ill health and wellbeing from different professional perspectives. The training has been well received and our plan is to work with more schools over time.

Healthcare at Home team members are also actively supporting wellbeing in schools by volunteering to redecorate staff rooms to provide a calm, tranquil space for teaching staff to relax.

At Healthcare at Home we are dedicated to delivering the best possible care, and we are proud to be proactive in supporting our team and the local community in improving mental health and wellbeing.

 

How Healthcare at Home team coaches support excellent customer and patient service

In our latest blog, Customer and Patient Services (CPS) Team Coach Shauni Ellam’s role focuses on driving continuous improvement in all CPS standards. Here she tells us how she engages with her colleagues and why her role is so important.

I became a team leader with Healthcare at Home in 2014 and since then my role has developed into that of a coach – this sees me spending more of my time engaging positively with colleagues and supporting their development.

I coach them to further improve their performance, skills and knowledge on a day-to-day basis and I also hold monthly one-to-ones and personal development reviews 3 times a year. These help me to support their wellbeing, make sure they are getting the most out of their job and providing the best service to patients.

Keeping team engagement levels high

I coach colleagues within the company’s ‘outgoing’ customer and patient services teams, and the way we work has changed over the last few months due to the Covid-19 response. More team members are working remotely from home, so much of what I do in my coaching role is done virtually now.

The team’s main purpose is to call patients and arrange their medication deliveries. I try to create a range of events throughout the year that are fun to take part in, while driving productivity. For example, we ran an Olympics challenge across the whole of Customer and Patient Services, in which each team coach was given a country (ours was Sweden). We competed in a triathlon challenge, to see who could book the most patient medication deliveries during the target time.

We also run ‘power hours’ and ‘beat the boss’ hours, when I return to the coordinator role for an hour alongside the team to see if anyone can beat my success rate for booking deliveries.

The targets we set are all about improving the service we offer patients – that’s why they are related not just to the number of calls we make but to the outcomes for patients related to those calls, by way of deliveries booked.

Focusing on improvement

Another key element of my role is to maintain and improve standards, and develop team members into mentors and trainers.

It’s crucial that we all share the same ambition – a one call resolution and getting things right first time. I support colleagues by listening in on calls to give them ‘live’ feedback on the rapport they build with patients to help build their skills and support their development.

With the training offered by Healthcare at Home plus the support of team coaches, we can be confident that we have a customer and patient services team that puts our patients first, is motivated to deliver on their individual needs in the most efficient way, and works together with colleagues across Healthcare at Home to deliver the best service we can.

Healthcare at Home provides a straightforward system for cancer patients and their referring consultants

In our latest blog, Dr Ashraf Azzabi, who is a referring consultant, describes his experience of working with Healthcare at Home and explains how the service has enabled him to ensure patients receive treatment, especially during the COVID-19 pandemic.

I’ve found working with Healthcare at Home extremely efficient with a very straightforward system to use that I’ve been very impressed with. The streamlined processes are easy to work with and don’t add to my workload which allows me more time for my patients.

I switched to Healthcare at Home from another provider during the COVID-19 pandemic as I had a patient who needed to have treatment at home, but the other provider couldn’t continue.

Thanks to the weekly availability spreadsheet I was able to check if there would be capacity ahead of starting another patient on treatment. It’s really useful to receive this weekly update detailing nurse availability by postcode. Continuity of care is a big factor in cancer treatment and patients prefer to have the same nurses treating them so they don’t need to build a rapport with a new person every time.

“Healthcare at Home’s streamlined processes are easy to work with and don’t add to my workload which allows me more time for my patients.”

Having treatment at home means patients don’t need to spend time travelling or finding a parking space and don’t have to plan their lives to the same extent they would if they came to hospital. It is hugely convenient and in the COVID-19 era it helps them reduce exposure to other people.

Find out more
To contact one of our Consultant Engagement Managers and find out more about how we can support you to offer your patients a choice of cancer treatment at home, please email cancerservices@hah.co.uk

Dr Ashraf Azzabi
Consultant medical oncologist

Click here to download the PDF case study.

We partner with public, pharmaceutical and private providers to deliver services for patients that are essential for sustainable healthcare.

More options to help you manage your health

We’re transforming how you experience healthcare by providing better ways to help you manage your health at any time, in any place.

96

96% of people using our services would recommend Healthcare at Home1

Healthcare at your convenience

With Healthcare at Home, you get the treatment and care you need in your home, at your work or in your local community.

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24 hours-a-day, 7 days-a-week all-year-round support line, staffed by clinical experts, for people receiving care from Healthcare at Home. For Care Bureau contact information, please refer to your patient information booklet

Patient Welcome Booklet

How does it work? As a new patient at Healthcare at Home, we would like to take this opportunity to explain to you how our service works and the benefits is can offer.

Read our latest Patient Welcome Pack here

We take our responsibilities for your personal health information seriously. Learn more here.

Access to specialists

Our team of highly trained specialists work with thousands of patients, providing high quality clinical care that helps keep people out-of-hospital.

In the most recent review by the Care Quality Commission (CQC), patient reports included: “we always have confidence in whoever comes because they are so professional and know what they need to do”2

Passionate about transforming healthcare

For over 25 years...

...we have delivered the highest standard of clinical care, covering multiple specialities, consistently working smarter to meet your needs. We monitor and report our own performance regularly, requesting patient feedback.

Read our latest Patient Voice report here

We take our responsibilities for your personal health information seriously. Learn more here.

To Get in Touch

Give us a call on: 0333 103 9499

(Monday to Friday 8am to 8pm)

(Weekends & Bank Holidays 8am to 4:30pm)

Chat With Us:

Monday to Friday 8am to 8pm

Weekends & Bank Holidays 8am to 4:30pm

To start a live chat, simply click on the chat icon which can be found at the bottom right hand side of each page.

Email us at:

For general enquiries, email hahenquiries@hah.co.uk

Private Consultant Helpline

01283 501359

When the pharmacy is closed, if you urgently need medical help or advice, but it’s not a life-threatening situation, contact NHS 111, by calling 111. Information can also be accessed at www.nhs.uk

Send an enquiry

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References

  1. Patient experience survey results: Patient voice: we’re listening, Jan-May 2017. Access here.
  2. Care Quality Commission, Healthcare at Home (Bristol) Quality report, August 2016. Access here.

Important Notice – updated 29th September 2020

As additional national and local restrictions are now in place across the UK, we would like to remind patients to provide us with as much notice as possible if they are not going to be in to accept an important medication delivery, that has already been scheduled.

For those areas with lockdowns now, or about to be enforced, please be assured that your medicines deliveries from us will remain unaffected.

This means that if a delivery time which has already been arranged is now not convenient, it is very important that patients contact us with as much notice as possible to discuss the options. By contacting us as soon as possible, patients will be helping us to ensure our delivery teams don’t have unnecessary work by attending twice and we can continue to support as many patients as possible during this time.

How to rearrange a pre-scheduled delivery?

LIVE CHAT (the quickest way)- Patients can contact us on live chat (access is via the chat icon available on every page of this website) (Monday to Friday 8 am to 8 pm; weekends and bank holidays 8 am to 4:30 pm)

TELEPHONE – call us on: 0333 103 9499 – (Monday to Friday 8 am to 8 pm; weekends and bank holidays 8 am to 4:30 pm)

EMAIL – hahenquiries@hah.co.uk

For more information on deliveries, please see our Frequently Asked Questions page accessed on the yellow banner on this website.

It is very important that patients continue to take their regular medication as prescribed provided they are symptom-free. Not taking medication as prescribed could cause exacerbation or flare-ups of current conditions. We remain in close contact with the NHS and referring centres and at no point should patients who are symptom-free miss doses of medication. If this position changes, we will update patients as soon as possible.

Further guidance for patients is available by visiting https://111.nhs.uk/service/COVID-19/ and https://www.gov.uk/coronavirus

Patients who feel unwell and may have come into contact with the Covid–19 / Coronavirus should visit https://111.nhs.uk/ or their referring centre (consultant or clinical nurse specialist) for further advice. If patients are considering missing a dose this must always be agreed with the referring centre. Patients who are due to travel, please follow the advice of the Department of Health and Social Care for the latest travel advice, restrictions and border rules.

If patients are receiving treatment for cancer and feel unwell, they are asked to call 0800 756 7589 where your call will be dealt with by the cancer team.

There is coronavirus information for health professionals on the NHS England website.