Deliveries

What’s Included in Each Delivery

Every delivery will contain:

• Your prescribed medicine.

• A patient information leaflet.

• If your medicine is an injection, you’ll also receive:

• A sharps bin for safe disposal.

• Any other items needed for safe administration.

• A delivery note will be emailed to you.

First Delivery?

You’ll also receive:

• A copy of our Welcome Guide.

• Manufacturer-specific medicine information (where available).

Before Each Delivery

We’ll contact you to:

• Check your stock levels.

• Agree on an exact delivery date. This contact may be by phone, SMS, or email - but only if we have a valid prescription from your hospital.

Who Delivers Your Medicine?

Your medicine will be delivered by:

• A HealthNet driver trained in handling medicines, or

• One of our trusted courier partners.

Deliveries can be made to:

• Your home or work address.

• A trusted neighbour, friend, or relative (aged 16+). You can change the delivery address each time if needed.

Delivery Times & Notifications

Deliveries are made between 7am and 6pm.

If we have your mobile number, you’ll receive an SMS the evening before with your 2-hour delivery window. On the day, simply click the Track-Your-Driver link in the message to track your delivery in real time.

If you don’t receive a message, call our Patient Support Team for an update.

Important:

We cannot leave medicines unattended or with anyone not authorised by you. You can set up authorised contacts permanently or for one-off deliveries.

Confidential & Secure

• Outer packaging will not indicate the contents.

• Drivers do not know what’s inside - only that it’s an important healthcare item.

• Drivers carry photo ID and wear a uniform.

Delivery Methods

1. Temperature-Controlled Vehicle
   Medicines are kept at the correct temperature throughout transit.
   This service may be provided by LF&E Temperature Controlled Logistics.

2. Approved Overnight Courier
   Medicines are packed in temperature-controlled packaging.
   Services may include LF&E, APC Overnight or Royal Mail Guaranteed Next Day.

If You’re Not Home

If you or your authorised person are not available:

• The driver will wait while we try to contact you.

• If unsuccessful, the delivery will be returned to our pharmacy.

• We’ll contact you to reschedule once the medicine is checked back in (this is usually the following day).

Alternative Addresses & Holidays

• Deliveries can be made to any UK address with notice.

• For holidays, let us know at least 4 weeks in advance.

• We cannot deliver outside the UK, but we can advise on travelling with medicine.

When Your Delivery Arrives

• Please check all items against the delivery note sent to your email.

• Ensure your name is correct on all labels.

• Inspect for damage or missing items.

• Store you medicine according to the guidance on the pack. To find out more about storing your medicine click here.

If anything is missing or damaged:

• Contact Patient Support immediately:

  • Phone: 0800 083 3060

  • Email: enquiries@healthnethomecare.co.uk

• Include a photo if possible.

• Do not dispose of damaged items.

What to Do If There’s an Issue with Your Delivery

We understand how important your medicines are, and we do everything we can to make sure your delivery arrives on time.

Here’s what to do if something doesn’t go as planned:

Delayed Delivery

• Check your Track-Your-Driver link first - this gives you real-time updates on your delivery.

• If you’ve requested a before 1 PM or after 1 PM slot, we’ll always try to honour it, but sometimes this isn’t possible due to route planning or unforeseen delays.

• If your driver is delayed because of traffic or other issues, we’ll contact you by SMS, email, or phone to keep you informed.

• In very rare cases, such as extreme weather, we may need to cancel a delivery route. If this happens, a member of our team will contact you as soon as possible.

Missed Delivery

• What to do if you miss your delivery.

• If you’re not home when the driver arrives, they will wait for a short time and try to contact you via our logistics team.

• If we can’t reach you or you’re unable to get to the delivery location, the delivery will be returned to our depot for checking.

• Once everything is checked back in, a member of our team will contact you to reschedule. This usually happens the day after your original delivery date.

• If you haven’t heard from us by the following day, please contact Patient Support.

Did you know? If you won’t be home for your delivery, you can let us know by calling 0800 083 3060 anytime up to 5pm the day before it’s due. We’re here to help and will always do our best to keep you informed and minimise any disruption.