I haven’t posted in a while (too busy, weirdly enough). But I wanted to describe my recent experience with Healthcare at Home (drug delivery company) and see whether anyone has had anything similar with them.
I get Fampyra delivered by Healthcare at Home (HAH) every four weeks. They rang me a couple of weeks ago to arrange a delivery. The first day I was going to be in was last Thursday so we agreed they would deliver between 8am and 12 noon on that day. I’ve been on Fampyra for more than a year and they’ve always delivered when they said they would. This time however, when 12 came there had been no delivery so I rang to find out what was happening. The person I spoke to told me that they had a record that I should get a delivery but the drug had not been loaded on any of their delivery vans so I would not be getting it. They had no explanation for this but they said they would reshedule the delivery for Monday (yesterday).
I was much more nervous about the delivery this time, so at 8am yesterday I rang the number where you can find out what time your delivery will be. I was on hold for twenty minutes and then I gave up and rang the customer service line. After about ten minutes on hold there, I got through to Elaine who told me that they had a record that I should get a delivery but the drug had not been loaded on any of their delivery vans. I was very upset about this and started to cry (demonstrates that I am not always calm and philosophical when things go wrong). Elaine said she would try to arrange a courier to get the medication to me. She said I wouldn’t be charged for this but she couldn’t promise she would be able to get hold of a courier.
Four hours later I had heard nothing so I rang HAH to see what was happening. I spent quite a long time on hold and then the person I spoke to couldn’t get in touch with Elaine but promised to find out what was happening. A couple of hours later, no-one had got back to me so I rang HAH again. I was on hold for quite a while and then spoke to a third person, who was able to tell me that the Fampyra had been ‘checked out’ but couldn’t get in touch with Elaine and couldn’t tell me if a courier had been booked. They promised to find out what was happening and ring me back. I agreed that I wouldn’t keep ringing them. However, a couple of hours later I still had heard nothing and by now it was 5pm and I was scared they would all go home. I rang HAH again and was put on hold for at least ten minutes. While I was on hold the doorbell rang and it was the courier with my Fampyra.
HAH seem like a drug company delivery company that can’t deliver drugs and I’m changing my supplier to Bupa Homecare. I would be very interested to hear whether other people have had these kinds of experiences with either company.