Answering your most frequently asked questions

10th June 2019

Our mission is to help patients have their best day, every day. Part of that means giving you as much information about our service as possible, whether you’re new to Healthcare at Home or have been a customer for years.With this in mind, we’ve identified the questions most commonly asked by our patients, so we can make the answers readily available to you. It’s not an exhaustive list, so, please get in touch with our Patient Services Team with your query.

When can I speak to someone at Healthcare at Home?

You can reach our Patient Services Team on 0333 103 9499 from 8:00 am to 8:00 pm Monday to Friday and 8:00 am to 4:30 pm on weekends and bank holidays.

 

Do I need to contact Healthcare at Home to arrange my delivery?

No, we’ll contact you approximately 2 weeks before your delivery is due to arrange a convenient delivery date, providing your referrer has sent us a correct prescription in time. Please note, by law we need a valid prescription to make a delivery, so if this is not on file, we cannot arrange a delivery.

Don’t worry, you won’t need to contact the hospital to chase your prescription. We have a dedicated Prescription Management Team who will do that for you. They request and chase prescriptions in a timely manner from designated contacts at your referring hospital, or your GP practice if we have been told to do so. 

 

Who can accept my delivery?

Any named person on your account who is 16 years or older can sign for your delivery. We can also keep an alternative address on file, such as a neighbour or other family member, and deliver to this address if it’s within 1 mile of your delivery address.

Please remember, anyone who accepts a delivery on your behalf should know how to store the drug correctly and have access to a fridge if the drugs require. They should understand that storing your drug incorrectly could impact its effectiveness.

 

Where can I find out information about where my delivery is?

You can find information about your delivery by logging in to the Treatment Tracker using your Healthcare at Home account number. You’ll find this on most of the letters and delivery notes we send you.

If your deliveries are made by a Healthcare at Home driver, you can find out your 2-hour delivery time slot on the day your delivery is due, or after 8pm the night before. However, this service is not valid if your delivery is made using Royal Mail or a courier.

Our drivers sometimes hit traffic delays, but if we expect a long delay we’ll contact you and let you know. Please let us know if your contact details change.

 

What should I do when my sharps bin is full?

We’ll collect your sharps bin at the same time as your delivery from a Healthcare at Home driver. Be sure to lock your sharps bin and hand it to the driver when they arrive. Please note that this service is not available if your delivery is made using Royal Mail or a courier; in these cases you will be advised of alternative options, such as disposal via a local pharmacy or hospital.

 

When will I have my nurse visit?

If your treatment includes a nurse visit, we’ll confirm this with you and let you know a date on your first call. If you’ve registered for text message notifications, you’ll receive a text message pre 6pm on the day before your visit, indicating your ‘2-hour time window’. If you’d like to register for text notifications or check your delivery time, please call our Patient Services Team.

 

Who can I speak to if I have a medical concern?

If you have any questions or concerns, our Patient Services Team can connect you to one of our fully-trained pharmacists who will be able to help. They’re available from 8:00 am to 6:00 pm Monday to Friday. If it is more convenient, the Patient Services Team can arrange for the pharmacist to call you back within 24 to 48 hours.

 

What if I am travelling and need a special delivery?

When you are travelling, consider how this may affect your medication delivery and treatment pathway. Any additional or double deliveries outside your normal delivery cycle would need to authorised by your Consultant. We can help you by requesting this from your referring centre.

Our Patient Services Team can also provide you with customs forms if you are traveling abroad. Should you need advice on traveling with your drug, including whether you need special equipment to store your drug, we can put you in touch with our pharmacists. Please make sure you contact us as soon as you know your travel plans, ideally at least two weeks before your departure date. This will make sure we have enough time to order and provide anything you may need to travel.  

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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)

Email us at:

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

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

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