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Frequently Asked Questions

Patient Portal

Your unique account number begins with the letters ‘CT’ and can be found on all correspondence from us (HealthNet Homecare). If you have an email or text message from us, you can locate your CT number here. If you are struggling to locate your CT number, please click here.

It’s really easy to register for the patient portal, all you need is the following information: 

  • Your unique ‘CT’ account number – this can be found on your welcome email from HealthNet Homecare 
  • Your Date of Birth 
  • Your Home Postcode 

Click here for the patient portal registration screen. Click the ‘Register’ button to begin your registration. This handy guide will help you through the process: How To Set Up Your Patient Portal

Don’t worry, its super easy to reset your password, all you need to provide is; 

  • Your unique ‘CT’ account number 
  • Your email address (the one we have on file) 

Please note if we don’t have an email address for you, you’ll be unable to reset your password. In this instance please contact the customer care team here.

The reset password page is here: https://webportal.healthnethomecare.co.uk/forgotpassword

Here is a user guide to help you through this process: How To Reset Your Patient Portal Password

Let’s see if we can help with this. We should have sent you some helpful information when we first registered you in our system. If you’d like us to send them again that’s not a problem. 

Please click here to browse our Portal and App user guides

MyHealthNet App

MyHealthNet is a free to download app, available from the Apple App or Google Play Stores. It allows you to update your details, as well as change, book, or cancel a delivery. You can also order non-medicine items, known as ancillaries, such as sharps bins, wipes, and needles if you need them.

Click here to download the MyHealthNet app from the App Store or Google Play.

It’s really easy to register for the patient portal, all you need is the following information: 

  • Your unique ‘CT’ account number – this can be found on your welcome email from HealthNet Homecare 
  • Your Date of Birth 
  • Your Home Postcode 

Click here to download the MyHealthNet app from the App Store or Google Play. 

Here is an in-depth guide to walk you through: Get Started with the MyHealthNet App

Don’t worry, its super easy to reset your password, all you need to provide is; 

  • Your unique ‘CT’ account number 
  • Your email address (the one we have on file) 

Please note if we don’t have an email address for you, you’ll be unable to reset your password. In this instance please contact the customer care team here.

We have created this useful guide to help with using the MyHealthNet app. Please click here: Get Started with the MyHealthNet App

Deliveries

You can edit your delivery up to two working days before it leaves our pharmacy. After this point you won’t be able to edit the delivery online and you will need to call us to rearrange.

We typically send you a reminder 2-3 days before we prepare your order, the reminder contains a One Time Link which you can use to amend the delivery date (or address).

With the portal, any order showing as ‘confirmed’ can still be amended to another delivery date or address. Just click on that order and you can update as required.

To change your delivery date or address, please use the MyHealthNet* app, or log onto the patient portal (if you’ve already registered): my.healthnethomecare.co.uk

Or

Via the One Time Link we may have sent you as a text and/or email.

Click here to download the MyHealthNet app from the App Store or Google Play.

Please read this handy user guide: How To Edit Your Delivery

If you need to book a delivery you can do this via the MyHealthNet* app of the Patient Portal (if you’ve already registered): my.healthnethomecare.co.uk/

Or  

Via the One Time Link we may have sent you as a text and/or email. 

Any problems with the accessing the portal, please contact us here.

Click here to download the MyHealthNet app from the App Store or Google Play.

Typically, the courier will send you a two-hour time window the evening before your delivery is due. We also send you a text to confirm that your order has left our pharmacy and handed over to the courier. If you have access to the Patient Portal, you can also check that your next delivery is with the courier for peace of mind. The status of the order should show as ‘in transit’. 

You can access the Patient Portal via this link: my.healthnethomecare.co.uk

Click here to download the MyHealthNet app from the App Store or Google Play.

If you have any other questions please contact the customer care team here.

Sometimes a scheduled delivery fails. Please don’t worry, it’s really simple to get a new delivery date arranged.  

What happens once your delivery has been failed:

Your medication will be returned to the pharmacy by the driver and booked back in with us. Once this is done, you will receive a text message with a link enabling you to reschedule the delivery.  

This usually happens the day after it has failed.  

We are unable to reschedule the delivery until the medication has been booked back in with us. If you have any concerns or if you haven’t received a text the day after to reschedule, please contact the customer care team here.

Once your delivery date has been confirmed you will be given a morning or afternoon slot. The night before your delivery is due, you will receive a message from our delivery partner LF&E confirming a 2-hour time slot. Our morning (AM) delivery slots are classed as 7am – 1pm, and our afternoon (PM) delivery slots are classed as 1pm – 6pm Monday – Friday

Non-Medicine Items, also known as Ancillaries

The term ancillaries refers to the additional equipment you may require in order to administer your medication. For example, this could be sharps bins for the disposal of syringes, dressings, wipes, or needles. If you have any questions regarding the ancillaries you may need for your medication, please contact us here.

You can add a sharps bin (and other non-medicine items/ancillaries) to your delivery through the MyHealthNet App or Patient Portal

MyHealthNet App: Simply select your active order, then using the drop-down menu select the item you wish to add to your order. Then input the quantity you require then click continue. This handy guide will talk you through the process: Get Started with the MyHealthNet App

Patient Portal: Login into the portal here and then select the ‘My Deliveries’ tab on the left-hand side menu. Select ‘edit’ on the delivery you would like to add items to. Then using the drop-down box select the items you would like to add. Then select ‘continue’. This handy guide will talk you through the process: How to Add a Sharps Bin to Your Delivery

The waste from your treatment needs to be disposed of carefully, to protect the environment and other people. Once your sharps bin is full, you can pass it to our driver delivering your next lot of medication. Please note that 99% of our drivers are licensed to remove medical waste, however if your driver is within the 1% who does not carry a waste carrier license, please contact us here to arrange a collection as they will not be able to remove it for you.

About HealthNet Homecare

Clinical homecare is the provision of specialist medication for you to administer yourself in the comfort of your own home. HealthNet Homecare offers you the option to have a specialist nurse visit you in your home. Our nurses can assist you in the administration of your medication or train you to enable you to administer it yourself. Our nurses are also available to offer support and guidance over the phone. 

Clinical homecare support does not cost you (the patient) money. In fact, it could save you money, as the number of required visits to the hospital will hopefully decrease, therefore saving you money on travel and parking. 

No. HealthNet Homecare works closely with pharmaceutical companies to ensure all additional costs associated with the delivery of your medication is covered by the pharmaceutical company that produces the medication and not the NHS or you as the patient.