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Having major problems with my DMD's delivery HELP!

Hi, I started on rebif back in September and I have my drugs delivered by Healthcare at Home. I am having really bad problems with my delivery’s such as late notice cancellations and they are not calling me to arrange delivery. I have not received a welcome pack despite requesting this three times and when I call them I have had to wait 1 and a half hours to get through on their customer number. I have sent numerous emails to them with no response! All this whilst getting to grips with the new drugs! I feel that I shouldn’t have to be calling them or chasing my delivery’s! Has anyone else had any problems with this company? Thanks for reading J x

Hi,

I can confirm the service is getting worst and worst. I started last June and initially I was very happy with them, but now it is just a joke. Hours waiting on the phone and they always forget to send something (i.e.needles). I have already complained with the Rebif support, hopefully they will sort things for us.

Maria

I don’t buy their line of experiencing a high volume of calls due to Christmas - service users do not use more medication on Christmas Day. (OK, they probably do, but of the type bought at the off license.)

Yesterday I was on hold for an hour, left phone messages, sent emails and they called me back this morning. They are having problems with the phone lines (ie lines not working) that are causing chaos on top of rejigging deliveries around forthcoming bank holidays.

All the messages that people are leaving are then a backlog for them to work through. It is not the fault of the staff who take calls, so it is not right to be cross with them - I suggest directing complaints to the top brass - see http://www.hah.co.uk/about-us/meet-the-team or use the advanced search facility on LinkedIn, searchiong on the company name and postcode. The head of IT is probably very busy at the moment…

I don’t buy their line of experiencing a high volume of calls due to Christmas - service users do not use more medication on Christmas Day. (OK, they probably do, but of the type bought at the off license.) Yesterday I was on hold for an hour, left phone messages, sent emails and they called me back this morning. They are having problems with the phone lines (ie lines not working) that are causing chaos on top of rejigging deliveries around forthcoming bank holidays. All the messages that people are leaving are then a backlog for them to work through. It is not the fault of the staff who take calls, so it is not right to be cross with them - I suggest directing complaints to the top brass - see http://www.hah.co.uk/about-us/meet-the-team or use the advanced search facility on LinkedIn, searching on the company name and postcode. The head of IT is probably very busy at the moment…

Well, this is ironic - I posted a comment here about HAH and it disappeared into the ether when I pressed ‘post’, so they are not the only ones with IT wierdness going on!

I too spent ages yesterday on hold, left messages and sent emails. Someone called this morning to sort out my order. Apparently they are having problems with the phonelines and have for a little while. It is not right to vent one’s spleen on the kind ladies who take/make the phonecalls; missives are better sent to the directors. There is a ‘meet the team’ page on their web site; to find people like the head of IT (probably a busy chap at the moment) use LinkedIn’s advanced search facility.

Thanks for your replys, I will certainly be writing to the top brass as the service (or lack of it!) they are providing is disgraceful. X

I have used this company for 2 years and they have always been great-no problems with delivery,orders etc… Last week there was a message on my phone re arranging my next delivery date. I called back and couldn’t get through, so the next day I tried again and it took an hour to speak to someone. My delivery is due next Monday so I hope it turns up as I am away in holiday next Thursday. Fingers crossed

Hello,

The only 2 probs i have had with HaH is that they never have sharps bin’s for avonex pens (needs to be a large bin), and they sometimes turn up well before the 5 hour window they set.

I too have a delivery on the 23rd, will be interesting to see if any problems with being so close to xmas.

Darren

Update! Well after a very long wait in today and several phone calls to check that they were delivering today, they rang me to say that my drugs hadn’t been loaded onto the van!! You can imagine my response to the poor lady on the phone, I totally lost it. So I now have to cancel my plans for Saturday as they will be delivering at some point. I have contacted my MS nurse and told him of my situation he is going to speak with merco ( the supplier or rebif) and put some pressure on from his side! I have written a stinking complaint and hope this gets me somewhere ( I also copied the complaint and messaged it to the CEO of HAH via linked in! I hope that no one else has to fight so hard for their delivery’s! J x

There must be something going on with either, the lack of or maybe untrained untrained staff as the service has definitely got worse. When I used them from August last year they were so efficient, no blips whatsoever but the last few months have been iffy.

They always turn up outside the times they say, I wanted a different delivery day one week and they said fine but they turned up the day before! luckily i had just got home a few minutes before he arrived. Another week they forgot my needles and new sharps bin.

I arranged for my latest delivery for last week and whilst on the phone they pre arranged the xmas supply. Hope it all comes ok. Fingers crossed.

Like Amy S, I replied to this thread with a link to the Rebif manufacturers - why chase the delivery firm when you can go to the top - and that message sems to have vanished as well.

Geoff

mmmmm, i was due a del last fri before 6pm 7 pm came so i called HCH,to be told my avonex was with a courier but for some reason which she cant tell me, i wont be getting my del!!! untill the following week,

Suprise suprise !!! NOT !!! I was supposed to get my copaxone delivered this morning. I checked online on the Healthcare at Home website last night and yes it was due today between 8am and 10am. BY 10.30 it had not arrived so I checked online again and it said no delivery for my account number. I rang the customer number and explained it should be today etc… The response was oh the delivery has been aborted-no explanation. It has been arranged for Wed between 8 and 6pm. I have a problem though that I am off on holiday abroad on Thursday so if my delivery is messed up again I don’t have enough medication to take with me. I even rang the company back to ask where my medication was cos I was prepared to collect it myself from a regional depot-only to be told I can’t.

Not sure what has happened to this company as they have always been very reliable. I will keep my fingers crossed but if they don’t arrive on Wednesday I will be rather miffed to put it politely and will let them have a piece of my mind.

Cathy

My delivery arrived this afternoon - exactly when they said it would.
What I did notice was that it had come from a depot that used to handle my delivery - but has not done so for the last couple of months.
For me that’s good, 'cos I was down to just 7 days left.

Geoff

For the past 5 years ive had not one problem with my sons delivery of Rebif until this year and its been a nightmare,ive to chase up all the deliveries and they never arrive when im told,last time it was a monday,it didnt arrive,then i was told sorry no deliveries on a monday so its now wednesday,it didnt arrive,i called at 4.30pm and was told it didnt go on the van! So now it would be the friday between 8am and noon,it arrived at 2,50pm,the driver said they had been taken over by a different firm but still being called Healthcare at Home,he said it was a disaster,i said well i hope its teething problems and he said “im afraid not” im now needing to chase them up for the next delivery as im down to 6 days left of rebif and ive heard nothing about sams delivery date plus i need a box of needles so god knows how they will cope with supplying a box of needles…so who is the best bet to complain too?

wow i didnt know that healthcare at home delivered copaxone too.

i have my copaxone delivered by evolution and have never had a problem with them.

is it due to where you live?

carole x

Ive triedfor over an hour today to get someone on their phones, ive no ms nurse for my son…I will need to get complaining at the top as ive read the site on NHS and ive far from the only one not happy…yip my plan is my sons neuro in Edinburgh and then my MP, if my son relapses cos hes not injections then im contacting BBC news and not backing down.Im really stressed.

Just a quick addition to the suggestions made by May98

When you start complaining, do it with a letter to the delivery company.
At the bottom, put:
copy to [hospital contact]
copy to [Dr XXX, CCG]
copy to [xxx MP]
copy to [your local radio]

and so on. Then they know that everyone will know.

Yes, Carole, HaH deliver Copaxone. They are due to deliver to me on Monday - and I run out on Tuesday. Obviously, Wednesday will do, but after that, I start taking my own advice. I don’t really care, in that I will get a fresh Dx of SPMS in August, and I can stop injecting any time I want. I was going to wait the few extra months, but I don’t have to - but they don’t know that.

Geoff

Hi, since my complaint to HAH and copying my MS nurse into this email, I have been having an ok (ish) service. I stated on the complaint that I was very unhappy with their service and what I would like them to do, e.g to call me to arrange delivery two weeks before I run out, for them to deliver my drugs on time and to provide me with a welcome pack. I do get a telephone call now and a delivery date, however they are supposed to deliver between 8-1pm and so far they have been delivering when they like on that day. This is not great as I have a young child who needs picking up from school and I’m worried all day long about the delivery. I have had to call them numerous times to establish if my delivery is on the day given as their treatment tracker is not working online. I am appalled to hear of these reports from everyone and think it’s an unnecessary stress we really shouldn’t have to go through. So I think I will be writing another letter, I may even contact Watchdog/ press/my Ms nurse and CCG. Watch this space…

Ive recieved an email to say a delivery will be on monday, funny that as his last delivery was supposed to be a monday and it didnt arrive, when i spoke to them they said they dont deliver on a monday so im not expecting it to arrive! Ive contacted the BBC health journalist, he might not reply but i will try again…its not acceptable at all.