Sciensus - Burton-on-Trent

Robert P.

Their new app is also a mess, total absolute mess which is made for profit, certainly not for patient’s care. Imagine ordering pre injection wipes and daily needles singly, one at a time. Typical American company who bought out Healthcare at Home who were just as bad.

Gavin B.

If I could I would rate the service a minus - The service I receive from this company is appalling.

I require medication to use on an emergency basis. I ran out of my stock due to using all of my treatment over a weekend.

First of all they didn't have my prescription and they said they would call be back in 24 hours - they didn't! I called them 4 days later. They had still not received my prescription.

I then receive a routine monthly call asking for my stock levels (It looks like they don't record call conversation or read notes as they would of just arranged a delivery)

A week later I call them and arrange a deliver. They give me a time slot with order number of so I arranged for a family member to be present to receive the delivery. The time window I was given had passed and no delivery received so I contacted them to chase and I spoke to a gentlemen who informed me there was no order arranged for delivery. I asked to speak to a senior person of which he said he couldn't however he could arrange for a call-back for in 24 hours. I then explained 3x that my that medication is emergency treatment and I've now been waiting 2 weeks. He then put me on hold and came back and said he could arrange an emergency delivery for Saturday (very interesting so he could speak to a senior person?). I said yes please however I would still like to receive a call from a senior person within 24 hours.

I then received a request to call back.

I called back and I requested to be put through to the gentlemen I spoke to of which I was informed they couldn't I asked them to look over my notes and see if there was any problems with my emergency delivery of which I was advised they have arranged the delivery.

On the Saturday I received a missed call and whilst on hold trying to connect through I received another missed call. Within 5 mins of that call I connected to an advisor who informed me the call was to check if I was available (of course I was I've been waiting 2 weeks!!!!!) I was now informed that because I missed those calls they will not be completing my delivery. They said they would arrange for delivery today Monday 6th march however I've not received any notification so I'm not holding my breath.

So from 20th Feb to now 6th March No delivery received. I have zero stock levels for my medication which I use in emergencies. I'm awaiting a call from a senior manager of which should of been 24 hours is now 3 days. Not being able to speak to a manager/senior person straight away however telephone advisor can. And this is to serve someone who requires emergency medication for a condition which could cause a fatality. I hate to think what the service is like for others. Why are the NHS using such a poor service?

Update...

So after my first post above. I've spoken to an advisor who arranged for an emergency courier to deliver my medication I explained that I couldn't arrange for anymore family members to wait in for the delivery as they had let me down too many times so we set up the arrangement to deliver to my work address if before 5pm and to my home address if after 5pm.

Later that day I received a missed call and voicemail from a supervisor (the expected call from a manager which was stated would be 24 hours has taken 3 days). On voicemail the supervisor confirmed that my delivery had been arranged with a courier to be delivered.

You won't be shocked to hear...

The delivery didn't happen and so far up to 9.40 on 7/3/23 I've not received a phone call as to why it didn't happen. So it's now been 15 days and 3 so called arranged deliveries not happened with no sign of any service.

Throughout the day I have had to call my nurse, and them twice to finally receive an emergency delivery which I received at 6pm. This company shows no customer care what so ever (if its wasn't for me calling them it would still be going on!) and all the way through this nightmare I've not once received an apology nor a reason why its happened.

John K.

Since this lot took over from HAH they just deliver when it suits or try to ! Always had Friday delivery due to work commitments so get text yesterday saying my delivery slot is between 8.14 and 12.14 acceptable before 1pm am cut off , but as soon as the office is closed today I get another update my delivery is now 11.54 to 13.54 not acceptable as you make plans accordingly . Like every other outsourced company working for the NHS they are clueless.if you get a choice who to use give the others go can’t be any worse than sciensus

Joanne C.

For four consecutive days I've tried to reschedule my delivery for next Monday. I was on hold for 40 minutes at a time without getting through. There is nothing to inform me of my place in the telephone queuing system. I'm not even convinced anyone is available to pick up. The live chat isn't working. The app doesn't work either. It directs patients to the telephone number that doesn't get answered. My email has been ignored. Terrible service.

Carole G.

I just want to say thank you for the wonderful service you provide. A lovely young man has just delivered my medication. You have always been on time and I so I never have to worry about my medication. It's Bank Holiday Monday and your team are out working . Thank you again and to your team and drivers.

Jack B.

Avoid at all costs.

They have never delivered on time or without being proactively chased by the patient despite two formal complaints and promises made to increase buffer stock. Seemingly unable to learn from previous mistakes despite the same mistakes being made time and time again over several years.

This is company that delivers vital medicines, yet consistently display a level of incompetance that is frankly dangerous.

K H.

SCIENSUS is a shambles. For the second time they have left my vulnerable grandmother without vital medication. They never return calls or respond to emails.

Joanne T.

I wouldn't give any stars if I could!! This company is a shambles. For the second time they have left my vulnerable mum without vital medication. They never return calls or respond to emails. I will be taking this further as this is now venturing into safeguarding territory