Healthcare at HomeReviews 

Obviously rushed off their feet and dealing with the most ill patients in the country who are often worried, fearful, frustrated and lonely! Until recently I too could not find the chat button - this was caused by some conflicting software on my computer. I put that down to HAH using a proprietary chat bot instead of having an in house technical team. The delay when trying to contact them at any time of day and by any method is ridiculous and gets worse every time. Not sure if this is due to shortage of staff or them not being interested. I suspect that most staff ARE keen to help but some enjoy being downright unhelpful - you can almost hear them smirking under their breath. "Oh you have no drugs, well why didn't you contact us sooner? Because YOU promised to deliver them last week."
I had a very urgent and justified reason to contact them in an evening and was just left hanging on for over an hour when I was dropped off the system when they closed. So someone put going home on time above helping a seriously ill pensioner. Understandable, yes if they need to get a bus but this IS lifesaving healthcare and you wouldn't get many nurses just walking out of the ward if a patient was lying there waiting for treatment! I suspect the staff get a lot of complainers and get fed up. This is healthcare not normal call centre work selling cheap mobile phones! Perhaps someone could be booked to work on until 22:00 to clear all the left overs at the end of the day?!
In this case someone had to driver 200 miles on a Saturday just to give me my drugs. Appreciated of course but cost the Health Service a fortune!
Three stars as I do usually get what I need but it can be hard graft to get things sorted out. Why, as someone else says can't some patients (especially those on a regular regime) just collect their medicine from a local chemist? In fact why does it all need delivering anyway?
Delivery people are usually OK except some temporary people one who thought he was delivering pizzas not cancer drugs and left them to get warm on the doorstep. £1500 of ruined drugs in the bin! On this point why not give patients small battery backed up fridges for their drugs during power cuts? I have had to buy a generator.

Impossible to get in touch. God forbid you miss a phone call during working hours and need to call them back - I don't have half an hour to spend hoping to get through to barely capable service reps. I've tried the online chat, no reply from them at any time. I frequently have to go days without crucial medications because I just can't get through to them. Asking my clinic to cancel the service!

I called them on the phone. After 11 minutes the line was disconnected. The recorded message kept telling me to use on line chat. She spelt out the new name of the organisation so quickly I couldn't get it down. But I really wanted to speak to someone. And why on earth would I want to follow them on social media channels? All I want to do is to change my delivery day. 14 minutes later I finally got through!!!! Hooray!

It is no wonder this organisation has been placed in special measures by the CQC. Wrongly booked appointments for nurse visit. Multiple incorrect medicine deliveries. I encourage everyone who has a bad experience to lodge a complaint with the CQC. It is the only way to get the contract cancelled and moved to a company that can deliver a good service.

Unlike everyone else, I have been having fortnightly deliveries when they should be monthly. As of this week, they are being delivered weekly!! I now have 6 months supply. I keep messaging to say, I don’t want the delivery but they just ignore me and keep on delivering. It’s ridiculous. As for the chat bot, I can’t even find it.

Very poor communication, no verification of suitability of delivery & unable to re-arrange deliveries to suitable address ie home or work address. Currently on my 4th attempted delivery. Not when or where is preferable but dare not try to rearrange again & risk another failure as my drug supply will have ran out.

If the new name 'Sciensus' is just a rebranding of HAH I don't understand why the service has gone downhill in a spectacular fashion. There doesn't seem to be any effective communication between departments at all. It's very frustrating...

New name but sadly the same poor service..As is the normal they aren’t proactive and you always have to chase them to get your medication.

I gave up after trying the online chat 3 times and nobody answered after 10 minutes , just a message saying waiting for an agent.

Called and spoke to an agent who didn’t instill any confidence they knew what they were doing… They put me on hold for ages before agreeing to sort out delivery.

Still waiting for meds after numerous contact they promise it would be here today no sign as yet have been in contact again was told he would ring back still waiting very incompetent no satisfaction whenyou ring them don't bother to agree to them delivering as you will have to wait indefinitely useless service

Three weeks without my injections. Sounds like a very similar story to everybody else. Have been in contact on line and over the phone but same explination that they are chasing a prescription..awful service. Not sure where to go from here?

Scencious delivery! The bad! The worse! My advise to all NEVER AGREE TO HAH SERVICE WHEN YOUR DOCTOR PURSUED YOU! They dont take any instruction of your availability they will attemp to deliver when you told them you ate out or at work!
For me if i hv to stay n wait for my medication at the Pharmacy Yes I will!! None of them is care if you get your medi or not! Just make yourself way to pharmacy at the end your get what you want! Please someone open petition to get rid of this pathetic HAH

I have an ongoing issue with my prescription renewals. I am made to miss an injection every time a delivery is expected.

I have reiterated that each time I miss an injection, I risk developing resistance to the treatment. My consultant has confirmed the prescription is on a rolling basis and does not require renewal. I refuse to act as a go between the hospital and Hah/Sciencus. I cant tell you how stressful this situation is!!!

Please get your act together. Your reviews on google don’t inspire much confidence. And I am contemplating making the NASS society and Healthunlocked forums aware of the common themes of failed delivery and poor communication.

The automated chat function is of little help other than to provide the same statement that the matter will be looked into and I will be kept informed. Is the chat function actually manned? Or is it a bot? The replies are very scripted and seem automated. Its pretty frustrating making any progress!

...and FYI its not possible to send an email to ptcomms@sciensus as all the replies suggest. that says everything really doesn't it?

HAH/Sciensus is playing with peoples lives. Please see the warning signs with the feedback on here before someone is put at serious risk.

I am now overdue my injection by 10 days. I have made contact several times with no reply/response to try and resolve.

Not the 1st time issues with delivery but the issues appear to be getting worse. With no response I am guessing challenges with staffing.

The service is in crisis. Please resolve.

Supposed to deliver my injections and new sharps bin and take away the full bin, driver left new supplies with one of the staff , never collected the full bin. I rang the company straightaway and collection arranged for Friday between 1&6, changed appointments so I could be at home, rang them at 4.30 to ask for update, told collection had not been booked, asked to speak to a manager, none available but someone will ring me before 8pm, Guess what no one has rang me!!!, Not the first time this company has let me down.They are a disgrace, and should be held accountable.

I haven't used a swear word for many years, but HAH/sciensus (or haaaaaaahhhhhhh as its known in my family) have lost me many hours of work with late or early and non existent deliveries. 🤬 Month after month I phone to arrange a time that I can be in, just to get a text saying it will be delivered when I'm not in. There must be people dying because of the incompetence of this badly run service. Can I not just go to the chemist and collect it??????

Have lost faith in messages stating when delivery date will be and promises for a manager to call me back…..this didn’t happen! Received two messages on 2nd. August confirming delivery on 16th August. This dated and appointments arranged to could be in for delivery. Then I received another message on 11th August reminding me of delivery next day!! - 12th! Where did that come from? When I phoned customer support it was as if I was speaking to a robot, maybe that would have been more understanding, he completely ignored my complaint and inconvenience of having to cancel appt. to be here if it did arrive, and denied any trace of of message sent on the 2nd. so where did that go? I now do not trust this system, and after that frustrating call, that should have started with an apology! I asked to speak to a manager, of course busy at present, he would ask one to call me back, that hasn’t happened and please don’t bother yourselves, I’m just another customer, please remember without customers you are out of a job!!! Sincerely Mrs. C. Fielden.

I waited in for a delivery, received a text saying I was next on the route, but twenty minutes later I received another text advising me that delivery had failed due to the route being cancelled. This is a becoming a regular occurrence and despite a request from CQC for an urgent plan of action to address failings following a rating of Inadequate, it seems HAH (now rebranded as Sciensus) still can't manage to get it right. As an ex healthcare professional I'm appalled at the poor service provided by this company.

I have been a patient of healthcare at home for 8 years. I have always received my medication on time. But today I want to particularly thank ‘Hassan’ who was super. He managed to arrange a same day delivery for me which I appreciate isn’t easy, especially on a Friday. He was attentive and resolved my issue in good time when I spoke to him over the phone.
Many Thanks

Poor Service
After being given assurances on how I was to be given a healthcare at home , they only provided delivery via royal mail of new medication. Then on receipt of parcel then to be told a nurse would not be available to administer the meds. I now have to carry the meds to my local hospital to have them administered there. 9 days later.

My wife has been trying to organise a delivery of her injections.Sh rang last Thursday and was told as she had 1 left to ring today 24th June so rang today no injections for next week was told to ring back on Saturday then they could ask the hospital for an emergency script.What a way to treat patients this is very stressful for my wife.
By changing their name isn't going to make things better its still the same company.
Instead of the CQC rating of inadequate I think it should be closed down.