How do I book, change, or track my delivery?

You can manage deliveries using:myHealthNet AppPatient PortalOne‑Time Secure Link (sent via SMS/email)If you prefer, you can also call our team.

Where is my delivery?

You’ll receive:A text when your order leaves the pharmacyA 2‑hour time slot the evening before deliveryYou can also track your delivery in the myHealthNet app or Patient Portal.

Don’t worry! Once your medicine is back at the pharmacy, you’ll get a text to reschedule (usually next day). Delivery time slots: AM: 7:00am – 12:00pm PM: 12:00pm – 6:00pm We’ll try our best to meet your preference.

I haven't received my 2-hour delivery window SMS. What should I do?

We understand how important it is to know when your medicine delivery will arrive. Occasionally, although we've sent your 2-hour delivery window SMS, it may not be successfully received.To help ensure you receive delivery updates and can plan your day with minimal disruption, please check the following before contacting us:Is the mobile number on your patient record correct?Have you checked your spam or junk message folders?Have you saved the LF&E SMS number to your phone contacts? The number is 07700000000.Are SMS notifications enabled on your mobile phone?Does your phone have sufficient signal and available storage to receive messages?Have you recently changed your mobile number?If you've checked the above and still haven't received your delivery notification, please contact our Patient Support Team, who will be happy to help.

Can someone else sign for my delivery?

Yes - We can deliver to a friend, a neighbour, your workplace, or another named (adult) person at your address, as long as we have your confirmed consent prior to delivery. You can update this via the myHealthNet app, in the Patient Portal, or by emailing enquiries@healthnethomecare.co.uk at least 2 days before your delivery is due to inform the team of the named person signing for the delivery on your behalf. If you need to let us know of another named person with less than 2 days notice, please call the team on 0800 083 3060.

How do I store my medicine?

Rotate your stock - Use packs with the shortest expiry date first. Non-refrigerated medicines - Store in a cool, dry place below 25°C, away from sunlight, radiators, or fires. Refrigerated medicines - Put in the fridge immediately when you receive them. Check instructions - Always read the box, label, and leaflet for storage details. Read more on storage here.Safety first - Keep medicines out of sight and reach of children. If you’re unsure how long before administering you should take your medication out of fridge, contact our Nursing Team on 0800 083 3060 (option 3).

What time is my nurse coming?

Your nurse visit will take place on the date you were given when your appointment was booked.Your nurse will usually contact you the evening before or on the morning of the visit with an estimated arrival time.

I’m having a virtual appointment – where is my link? Is it a real nurse?

All virtual appointments are carried out by a real, qualified HealthNet nurse.Links are usually sent shortly before the appointment.If you haven’t received yours, please contact us.

Should I take my medicine out of the fridge before the nurse arrives?

Most refrigerated medicines need to reach room temperature before use.Unless you’ve been told otherwise, take your medicine out of the fridge 30 minutes before your appointment.If you’re unsure, please call our Nursing Team.

The nurse may need parking information – how do I tell you?

Please call us so we can add any parking instructions or permit details to your appointment notes.

Can I take my medicine if I’m unwell (cold, flu jab, antibiotics, etc.)?

If you’re unwell or have recently had a vaccination or course of antibiotics, you may need clinical advice before taking your medicine.Please call us and we’ll arrange for a nurse to advise you.

How do I cancel or rearrange a nurse appointment, or change the address?

Please contact us and we will update your appointment details.

I tried to inject but something went wrong - what should I do?

This is more common than you might think.If you missed the skin, dropped the syringe, your fridge failed, or you're simply unsure what to do next, please contact us so a nurse can give you clinical advice.

I want to decline nursing support.

That’s absolutely fine. Please call us so we can update your record. You can opt back in at any time.

How do I update my address, phone number, or email?

You can update your details using:myHealthNet AppPatient PortalOr you can call us and we’ll update everything for you.

Can I request an interpreter for my appointment?

Yes - please call us and tell us your preferred language.

What do I do with any waste?

Dispose of waste carefully to protect people and the environment. Types of waste: Injectable products – Place needles, syringes, and ampoules in your sharps bin. When the bin is full, ensure it is securely closed and sealed ready for collection. Your HealthNet delivery driver will usually collect it during a scheduled delivery.If the driver is unable to collect your sharps bin, you can take it to your local pharmacy for safe disposal.Unused medicines – Hand these back to your HealthNet driver or return them to a local pharmacy.Never dispose of medicines in household waste.Click here to read more about waste disposal.

What is clinical homecare?

Clinical homecare means receiving specialist medication at home instead of the hospital. HealthNet can also arrange for a nurse to: Assist with medication administration Train you to self-administer safely Provide support and guidance over the phone

Does homecare cost me money?

No. It’s free for patients and may save you money by reducing hospital visits and travel costs.

Does homecare cost the NHS more?

No. HealthNet works with pharmaceutical companies to cover all additional costs, so neither you nor the NHS pays extra.

CT stands for ‘contact’. It is a unique identifier linked to you and the medicine or service you receive from HealthNet.

Why is your CT number important?

Your CT number helps us accurately identify you and the specific medicine and/or service you are receiving. This ensures safe and efficient care.

Where can I find my CT number?

On most correspondence from HealthNet In emails or text messages we’ve sent you If you can’t find it, please contact our Patient Support Team:0800 083 3060enquiries@healthnethomecare.co.uk

Why does your CT number change when your medicine changes?

Your CT number reflects both your identity and the service linked to your medicine. When your medication changes - even to a different brand of the same medicine - you’ll receive a new CT number. If the change is planned, we’ll inform you in advance. Otherwise, your new CT number will appear on the electronic delivery note emailed with your first delivery of the new medicine. Need it sooner? Contact our Patient Support Team.

I’ve forgotten my password. What should I do?

Reset it easily with: Your CT number Your email address Your phone numberReset password hereNo email or phone number on file? Contact our patient support team.

I don’t know how to use the portal. Can you help?

Yes!Please contact us and we can send you our Patient Portal Guide.

A free app to manage deliveries and order ancillaries. Apple App Store Google Play Store

You’ll need: Your CT number Your Date of Birth Your email address or phone number

Forgot your password?

Reset with your CT number and email address. No email? Contact our patient support team.

Can I travel with my medicine? Can I get a travel letter?

Yes - we can provide a travel letter explaining your medicine and equipment.For advice on travelling with refrigerated medicines, please contact us.

How do I make a complaint or give feedback?

To make a formal complaint, visit our complaints page.Positive feedback is also welcome - we pass it straight to the nurse or team involved.

What are ancillaries?

Extra non-medicine items like sharps bins, wipes, dressings, and needles.

How do I add a sharps bin?

Via: MyHealthNet AppPatient Portal

How do I dispose of a full sharps bin?

Give it to your delivery driver. If they can’t take it, contact us to arrange collection.

How do I report an adverse event (AE)?

If you think you’re experiencing side effects, contact your hospital team or GP immediately.You can also report side effects directly via the Yellow Card Scheme.For product issues (e.g., damaged packaging or a faulty injection pen), please contact us.Read about Side Effects and Product Issues here

How do I add a sharps bin?

Via: MyHealthNet AppPatient Portal

How do I dispose of a full sharps bin?

Give it to your delivery driver. If they can’t take it, contact us to arrange collection.

Frequently Asked Questions | HealthNet Homecare

Welcome to our Help & Support page. Here you’ll find answers to the most common questions about your homecare service, nursing support, deliveries, digital tools, medicine storage, and more.

If you can’t find what you’re looking for, please contact our Patient Support Team:

Phone: 0800 083 3060

Email: enquiries@healthnethomecare.co.uk

Deliveries

Medicine Storage

Nursing Support

Appointments & Support

Waste Disposal

Clinical Homecare

CT Numbers

Patient Portal

myHealthNet App

Travel

Complaints & Feedback

Ancillaries (extra non-medicine items with your order)

Side Effects & Product Issues

Quick Links

Nursing Support
Managing Your Deliveries
Storing Your Medication
Digital Tools
Your Safety & Our Standards
Help & Support