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Welcome to HealthNet Homecare

Your Homecare Service Welcome Guide

Working in Partnership with the NHS

Welcome

This Welcome Guide gives you an overview of how our homecare service will work for you.

We know each patient is unique, and therefore we work hard to tailor our service to your specific needs.

For some patients we simply deliver your medicine to a location of your choosing, however other patients may also require nurse training, nurse administration or even a Homecare Support Programme.

HealthNet Homecare work closely with your hospital clinical and homecare teams, to ensure your medicine and care is delivered safely and in accordance with your prescriptions and care plan.

About Us

Established in 2015, HealthNet Homecare works in partnership with the NHS to provide home delivery options and nurse support for your ongoing use of prescribed medicines.

Supporting over 180,000 patients with different medical conditions, our leadership team have more than 100 years combined experience and expertise.

Our aim is to make your life easier by taking the stress out of managing your medicine, so you can focus on you.

By delivering services that empower people, we aim to improve the way healthcare is delivered to patients.

You can be confident you are in safe hands with HealthNet Homecare.

Care Inspectorate

HealthNet Homecare is registered with the Care Inspectorate in Scotland.

Care Quality Commission (CQC)

HealthNet Homecare is registered with the Care Quality Commission, and following an inspection in 2022 has been rated ‘Good’ across all areas.

General Pharmaceutical Council (GPC)

HealthNet Homecare’s pharmacies are registered with and inspected by the General Pharmaceutical Council; registration number 1113506 (Featherstone) and 9011236 (Swadlincote).

National Clinical Homecare Association (NCHA)

HealthNet Homecare is a member of the NCHA, who maintain and support the highest standards in patient-led homecare services across the UK.

Medicines and Healthcare products Regulatory Agency (MHRA)

HealthNet Homecare holds a Wholesale Distribution Authorisation.

National Pharmacy Association (NPA)

HealthNet Homecare is a member of the National Pharmacy Association.

NHS England

HealthNet Homecare holds an NHS Community Pharmacy Contract to provide primary care services.

Regulation and Quality Improvement Authority (RQIA)

HealthNet Homecare is registered with the RQIA who are responsible for the quality of health and social care services in Northern Ireland.

Contents

Click the links below to jump to the section you need, or simply keep scrolling to read on.

1

How the service works

Step 1 – Registration

A consultant, or specialist nurse at your hospital has sent us your contact information and a prescription. All your details are handled in the strictest confidence, and in-line with Data Protection and Information Governance requirements. To view our full policy, please click here.

Step 2 – Introduction

To arrange your first delivery, you will receive a secure link1 by email or text message (SMS). For those patients without an email and/or mobile phone, a member of the Patient Support Team will contact you by telephone to arrange your first delivery and talk through any questions or concerns you may have.

Your delivery will arrive on a date and to an address convenient to you. You will now also have a personal HealthNet Homecare patient account number called a ‘CT number’. This is printed on communications sent to you from HealthNet.

The CT number is the number you need to register on our Patient Portal1 and MyHealthNet app1, both handy ways to arrange future deliveries. The unique patient ID always begins with the letters ‘CT’.

Occasionally, if there is a change in the medicine you are prescribed, it may be necessary to issue you with a new CT number. You will be informed by email if this is the case.

Find out more about the Patient Portal1 and other digital tools here.

Step 3 – Deliveries

Future deliveries will be made to you according to the quantities and frequency specified on the prescriptions we receive.

You can arrange these deliveries via the MyHealthNet app1, Patient Portal1, or by calling our Patient Support Team. We will need you to confirm your current stock of medicine, in line with NHS requirements.

In most cases medicine should be taken regularly and continuously, so it is important you receive it promptly – therefore it is also important we can always contact you.

Please make sure HealthNet Homecare are kept up to date with your postal address, telephone number(s) and email address.

You can do this within the Patient Portal1, MyHealthNet app1, or by calling the Patient Support Team.

1Not available in Wales, Northern Ireland, or Scotland at the time of writing.

Step 4 – Nursing

Nurse support may have been requested by your healthcare professional as part of your homecare service. Nurse support can involve either training you to administer your medicine yourself, or a nurse’s ongoing assistance and administration every time you are due a dose. Whatever your requirements, a member of our HealthNet Clinical Team will be in contact to arrange an initial nurse visit once your first medicine delivery date has been confirmed. Please note, if you have not been contacted by the clinical team by the time your first delivery has arrived, please contact them on 0800 083 3060.

Homecare is not a replacement for your hospital appointments, and you must attend your regular hospital and G.P. appointments so that your health is monitored effectively, and the hospital can ensure the treatment and homecare service provided is appropriate for you.

Good to know

Your personal information will only be accessed by those who are involved in your homecare service, and who have a justified reason to access your data. The confidentiality of patient information is very important to HealthNet Homecare, and we take all reasonable care to ensure your personal data is kept secure against unauthorised access, loss, or destruction. You can read more about how we handle your data in our Privacy Policy here.

2

Managing your medicine deliveries

Managing your medicine deliveries is straightforward, with our safe easy-to-use digital tools:

HealthNet Patient Portal

The Patient Portal is available here: my.healthnethomecare.co.uk. It is also accessible through our website: www.healthnethomecare.co.uk. and works well with PCs, laptops, and tablets. It is a secure, easy to use platform that enables you to manage your medicine deliveries 24/7.

Benefits include being able to:

  Book and confirm deliveries electronically.

  Change or update delivery addresses.

  Check what is on an order.

  Add the agreed non-medicine items (ancillaries) such as needles, wipes, and sharps bins to your delivery.

  Tell us how much medicine you have in stock.

  Check orders have been dispatched.

Many patients use a secure link which we send as an SMS from the moment they are first enrolled onto our service. This allows them to access the Patient Portal to arrange a delivery online at a time to suit them. One-time links are sent when our pharmacy has a valid prescription and where we calculate you have two weeks or less of medicine in hand.

To access the Patient Portal at other times, you can log-in here: my.healthnethomecare.co.uk.

It is also available on our website www.healthnethomecare.co.uk using your CT number and password.

When your next delivery becomes due, we will send you a secure link by email or SMS prompting you to log into your account on the Patient Portal1 and confirm arrangements for your next delivery. During the process you will be asked to tell us how much medicine you have left.

If relevant to your treatment, you can add a new sharps bin and any other non-medicine items you need such as needles or swabs (this is subject to your current stock levels).

The secure link is sent when we calculate you have 2 weeks’ or less of stock remaining and only where our pharmacy has received a valid prescription for you from your hospital team.

Once you have finalised your next delivery on the Patient Portal1, you will receive an email notification confirming everything has been booked successfully.

The HealthNet Patient Portal1 does not replace the need to attend appointments. You must attend your regular hospital and G.P. appointments so that your health is monitored effectively, and the hospital can ensure the treatment and homecare service provided is appropriate for you.

MyHealthNet Patient App

MyHealthNet1 is our patient app, where you can log in securely with your unique HealthNet Homecare patient CT number, to arrange deliveries quickly and easily. You can find your CT number on previous communications sent to you from HealthNet Homecare.

The MyHealthNet1 patient app is free to download through Google Play and Apple App stores onto any smart phone.

Benefits include being able to:

  • Book and confirm deliveries electronically.
  • Change or update delivery addresses.
  • Check what is on an order.
  • Add non-medicine items (ancillaries) such as needles, wipes, and sharps bins to your delivery.
  • Tell us how much medicine you have in stock.
  • Check orders have been dispatched.
  • Automatically add delivery dates to personal calendars.
  • Create in-App reminders, so you never miss a delivery.

We want to make managing your homecare deliveries as easy as possible, so you can focus on you.

The MyHealthNet App1 does not replace the need to attend appointments. You must attend your regular hospital and G.P. appointments so that your health is monitored effectively, and the hospital can ensure the treatment and homecare service provided is appropriate for you.

If you have any questions about the Patient Portal or the MyHealthNet App1 we have a range of user guides available here.

If you still require help, please email: enquiries@healthnethomecare.co.uk

Why is it important to know how much stock I have?

Understanding how much medicine/s you have in stock will ensure you do not run out before your next does is due and, where appropriate, make sure you have a suitable amount for the storage space in your fridge. We aim to maintain two weeks’ worth of ‘buffer’ stock as this allows contingency time to re-arrange any deliveries in the event of a delay.

Holly

Holly is our secure chat bot that allows you to update delivery details, or request changes to orders instantly. Holly is located in the bottom right of our website: www.healthnethomecare.co.uk or, if you prefer, you can speak to a member of our Patient Support Team on 0800 083 3060 to arrange your delivery.

We also have an extensive FAQ section on our website.

Additional non-medicine Items

For certain medicines, and when requested by your hospital team, you may need additional items for your treatment. These are often referred to as ancillaries and include things such as dressings, wipes, and needles. You will be sent a supply with your first delivery. Thereafter, you can add these items to your order via the Patient Portal1 or the HealthNet app1 when you need them.

If you have any concerns or questions about what you need, please contact the Patient Support Team on 0800 083 3060.

Call anytime 8:00am to 6:00pm Monday to Friday, and 9:00am to 5:00pm on Saturdays.

Similarly, if you need your medicine, or other non-medicine items early, or haven’t heard from us when you are expecting to, before your next delivery is due, please contact the Patient Support Team on 0800 083 3060 call anytime 8:00am to 6:00pm Monday to Friday, and 9:00am to 5:00pm on Saturdays. They will liaise with your hospital and do their best to make arrangements, so you have a continuous supply.

Please note that medicine cannot be supplied to you by HealthNet Homecare unless we have a valid prescription from your hospital team.

3

Contacting the Patient Support Team

Our Pharmacy and Patient Support Teams are made up of Pharmacists and Patient Support Advisors, they are on hand to assist with your prescription delivery should you need it, whilst also being the first point of contact for any concerns or issues you may have.

Our Pharmacy and Patient Support Teams are made up of Pharmacists and Patient Support Advisors, they are on hand to assist with your prescription delivery should you need it, whilst also being the first point of contact for any concerns or issues you may have.

The Patient Support Team can help with any questions about your service including, but not limited to:

  Arranging or changing a delivery.

  Letting us know you are running short of medicine or other items.

  Informing us of a change of details.

  Travel advice, including travel letters.

  Informing us of a problem with your delivery, medicine, or ancillary items.

When arranging your deliveries with Patient Support:

Normally our Patient Support Team and Pharmacists will only speak to you personally. However, you can give us details of any other people such as a spouse, or adult son/daughter (aged 16+) you authorise us to speak to about your home deliveries. When the Patient Support Team call you, they will ask you how much of your medicine you have in stock and will use this information to arrange your next delivery date with you.

It is important that you or your nominated authorised person is available to accept the delivery at the time arranged. If nobody is available, then the delivery will fail, and the medicine will be returned to the pharmacy.

We will confirm the delivery address each time we contact you to arrange a delivery.

Homecare is not a replacement for your hospital appointments, and you must continue to attend your clinic appointments as required.

How to get in touch:

Call us:

0800 083 3060.

Call anytime 8:00am to 6:00pm Monday to Friday, and 9:00am to 5:00pm on Saturdays.

Email us:

enquiries@healthnethomecare.co.uk

Quote your full name and patient ‘CT’ number and we will get back to you as soon as possible.

The Pharmacy is closed on Sundays and Bank Holidays.

A voicemail service is available outside of these hours, where you can leave a message, and this will be picked up the next working day.

3

Deliveries

Deliveries

Your hospital will write a prescription for you and send it to us. It will specify the quantity of medicine we are to send you in each delivery, the number of deliveries to be made and the interval to be observed between each delivery. This prescription will be valid for a fixed period, when it has been fully used, we will prompt your hospital for a new prescription.

Each delivery will include:

  The medicine prescribed for you.

  A patient information leaflet.

  If your medicine is an injection, your delivery will include a sharps bin for your sharps waste and any other associated items for safe disposal.

  A delivery note, either in the package or emailed to you.

If it’s your first delivery, you will also receive:

  A copy of this Welcome Guide.

  Manufacturer medicine specific information where available.

We will contact you before each delivery is due, to check your stock level and agree with you an exact delivery date. Contact may be by telephone, SMS, or email. This contact only happens if we have

a valid prescription for you from your hospital.

We will deliver enough of everything to administer your medicine as prescribed, but please contact us if anything is not as you were expecting.

Each delivery will come with a delivery note either in the package or emailed. As soon as possible, please check you have received all the items listed. You may also wish to check your name appears correctly on all the dispensing labels.

Equipment

Some medicines need special equipment to enable you to receive treatment. In this case, your first delivery will usually include the equipment needed, for example an infusion pump. Please keep the equipment in good working order, as you will need to return it when you no longer need it. HealthNet Homecare may ask you to return or exchange equipment from time to time for servicing and maintenance. You will be given instructions for returning equipment at the appropriate time.

Who will deliver my medicine and where can it be delivered to?

Your medicine will be delivered either by, one of our specially trained HealthNet Homecare delivery drivers, or by one of our trusted courier partners on a convenient date agreed with you in advance.

Deliveries can be made to home or work addresses or to a named neighbour, friend, or relative’s address. The address does not have to stay the same and can be varied from delivery to delivery depending on your circumstances each time.

Deliveries are made between 7am and 6pm. For most deliveries and so long as we have a mobile phone number for you on record, you will be sent an SMS message the night before your delivery day, giving a 2-hour time window during which to expect the delivery. This helps reduce the amount of time you need to stay at home awaiting your parcel. If you don’t receive a message or haven’t provided HealthNet Homecare with a mobile phone number, you can contact the HealthNet Homecare Patient Support Team on the day of your delivery to be given a more precise time to expect your delivery.

Please note, we cannot, under any circumstances leave deliveries of medicine unattended, or with any person who has not been authorised by you to receive them. Don’t worry, you can give us details of any authorised additional people that you have given us your permission to leave your home deliveries with. Your authorised person can be anybody you trust over the age of 16 years of age. This can be set as a permanent arrangement or a one-off.

Good to know

To protect your confidentiality there will be nothing on the outer packaging of the parcel to indicate its contents and the delivery driver will not know himself what is included in the parcel(s). Our own delivery drivers will just know it is a precious and valuable healthcare item.

Deliveries will be made in one of two ways:

1. By a trained homecare driver in a temperature-controlled vehicle, specially designed to keep medicines at the required temperature throughout their time in transit. This service is currently provided on behalf of HealthNet Homecare by LF&E Refrigerated Transport. Items needing to be stored in a fridge with a specific temperature range, must be placed in a fridge as soon as they are received. Deliveries made by LF&E Refrigerated Transport will be in plain, unmarked vans, to ensure a confidential service.

The drivers wear a uniform and carry photographic identification, which can be shown on request.

2. Using an approved nationwide overnight courier company. Items needing to be stored in a fridge will be packed in packaging specially designed to keep them at the correct temperature during their travel time. Once the box is opened, the items must be placed into a fridge immediately. This service is provided by APC-Overnight and in some remote parts of the UK by Royal Mail using their Guaranteed Next Day and Tracked service. Some deliveries may come in two parcels, one with products for storage at room temperature and one with items that must be kept in a fridge.

What happens if I am not in to receive the delivery?

When arranging a delivery, we will agree a suitable date with you. It is very important you, or your ‘authorised additional person’, are in to receive and sign for the delivery to avoid delays in you receiving your medication(s) and potentially additional costs to the NHS.

If you are not available to receive the delivery, the driver will wait while our Logistics Team attempt to contact you. If the Logistics Team are unable to get hold of you, or if there is no alternative contact to leave the delivery with, it will be classed as a failed delivery. Once the items from the failed delivery have been received back at our pharmacy and checked, you will be sent an SMS/Email/phone call to arrange a new delivery day and time. Please note, we cannot reschedule a delivery until we have received your medicine back at the pharmacy and it has been checked back in.

Deliveries to other addresses

We can arrange for a delivery to be made to an alternative address, providing you give sufficient notice to enable us to make the change.1 An authorised adult must always be available to accept the delivery on your behalf. Please ensure there is safe and appropriate storage available for your medicine at the confirmed delivery address.

Please note, if your medicine is being delivered to your workplace, we will request a signature from the authorised adult accepting the delivery on your behalf.

Deliveries to holiday or temporary addresses

If you are going on holiday, wherever possible, please let us know at least 4 weeks before you go away, so HealthNet Homecare can work with you and the hospital team to make sure your treatment is not affected. Your medicine can be delivered to any address in the UK. This can be done in the normal way through the MyHealthNet app1, Patient Portal1 or by informing the Patient Support Team member when arranging your delivery by phone.

We cannot usually make deliveries outside of the UK but can give advice. Please ask to speak with one of our pharmacists, who will be able to offer the most up to date information about travelling with a medicine.

For the purpose of travel, you are responsible for obtaining appropriate medical insurance which will allow you to receive medical advice and treatment locally, and to cover any unplanned event.

What should I do when I have received my delivery?

Please check your delivery each time, as soon as possible after receiving it, to assure yourself it contains all the items you were expecting. If you think anything is missing, please check the packaging carefully as some items and packets are very small.

Check there is no obvious damage to any of the items themselves.

The parcel will either include a delivery note listing all the items and quantities on your order, or it may have been emailed to you. You have the right to refuse a delivery that is obviously damaged or incomplete.

If you have any concerns about missing, incorrect or damaged items please contact our Patient Support Team immediately on 0800 083 3060 or at enquiries@healthnethomecare.co.uk

If you think anything is damaged, or not as you were expecting, it may be helpful to include a photograph. Please do not dispose of any items you think may be damaged.

5

How to store your medication

Store your medication in a safe place away from the sight and reach of children.

Please make sure you rotate your stock and use the packs with the shortest expiry date first. If you are unsure or have any questions, you can contact our Patient Support Team, who will be pleased to help you. However, any queries about your medical condition and treatment should be directed to your hospital team.

Medicine not needing refrigeration should be kept in a cool dry place away from direct sunlight, radiators, or fires, below 25°C.

What about items that need to be refrigerated?

Medicine that needs refrigeration should be put in the fridge immediately on receipt. This will either be sent to you packed in special packaging to keep it at the right temperature during transit or will have been delivered to you in a refrigerated vehicle. When you receive a delivery, unpack it as soon as possible and immediately put in a fridge at a temperature between +2°C and +8°C. It is very important that the medicine is not frozen.

Not all medicine is stored and handled in the same way, so please check the storage information on the product box, label, and patient information leaflet.

If you think equipment failure (e.g. your fridge has broken) may have affected your medicine, please contact our Patient Support Team immediately on 0800 083 3060 or at enquiries@healthnethomecare.co.uk for advice.

6

What do you do with any waste?

Where your treatment generates waste, this needs to be disposed of carefully, to protect the environment and other people.

Types of waste and how to dispose of them:

Injectable products

If your medicine is an injectable product, you will be given a “sharps bin” for the waste. This should be used for needles, injection devices, and other equipment such as empty ampoules and syringes. Your sharps bin will typically be collected by a HealthNet Homecare delivery driver. Please make sure it is securely closed and sealed ready for collection before the delivery driver arrives.

Unused oral medicines

Unused medicine can be handed back to your HealthNet Homecare delivery driver or returned to most local community pharmacies for disposal. If you have any questions about how to dispose of your medicines correctly, speak to your local community pharmacist or contact us directly.

Medicine should never be disposed of in the ordinary household waste.

To help us and the NHS save on costs, please only return your sharps bin when it is full, or your treatment is complete.

7

Our Nursing Service

Some patients require a nurse visit when they are first prescribed a medicine, to show them and/or a carer how to use the product. Other patients need a nurse to visit and administer their medicine each time they receive a dose.

HealthNet Homecare nursing services include:

Face to face nurse appointments in the comfort of your home to administer your medicine or train you to administer it yourself.

Virtual nurse appointments, where one of our trained nurses will offer training or support to administer your medicine via a video call.

Patient support calls – one of our trained nurses will talk you through any concerns or queries that you may have around your medicine.

Which medicine you are on will determine the type and number of nursing visits you will receive. This is based on your prescription and request from your Healthcare Professional.

How your nursing appointment is arranged:

  You are registered with HealthNet Homecare and your first medicine delivery is arranged.

  Once a medicine delivery date has been confirmed, a referral is sent through to the Clinical Team.

  You will then be contacted by the Clinical Team to arrange your first nursing visit. This can be in the form of a phone call, an email, or an SMS message.

  A date will be scheduled for your nursing visit – please note that this will not normally be the same day as your medicine delivery. Nursing appointments can be arranged for a location of your choice such as school or work.

  The day before your nursing visit, you will be sent a 2-hour time slot via SMS.

If you haven’t heard from the HealthNet Homecare Clinical Team by the time your first medicine delivery has arrived, and believe that you require nursing support, please call 0800 083 3060, selecting option 3.

If for any reason you need to change your nursing appointment, please contact the HealthNet Homecare Clinical Team on 0800 083 3060, selecting option 3, Monday to Friday 0800 -1800hrs, excluding Bank Holidays.

Contacting Our Clinical Team

You can contact the Clinical Team on 0800 083 3060, selecting option 3.

8

Side Effects and Product Issues

As part of your homecare service, HealthNet Homecare is required to collect and record product safety information of all kinds while you are taking your medicine and sometimes afterwards too. This includes any symptoms or events not seemingly related to the condition for which you are being treated and any problems you encounter with the delivery device or packaging (e.g. an injection pen or syringe that may not have operated as you expect). These are collectively known as ‘Adverse Events’ or ‘Adverse Drug Reactions’.

What should I do if I experience any side effects?

You should report any suspected medicine side effects to the healthcare professional looking after you at the hospital or your General Practitioner.

You can also report side effects directly via a government website or app known as the Yellow Card Scheme at www.mhra.gov.uk/yellowcard. By reporting side effects, you are helping to provide more information on the safety of your medicine for everyone.

What are product quality complaints and how do I report them?

A product quality complaint is any issue that you identify with your medicine and can be related to the packaging (the box the medicine is supplied in, the patient information leaflets provided with the medicine and the information printed on the medicine), the medicine itself, or the device used to administer the medicine (injections, needles, syringes, pens, etc).

If you feel that there may be an issue with your product, please store the medicine in a safe place and according to the storage conditions and contact our Patient Support Team immediately on 0800 083 3060 or email us at enquiries@healthnethomecare.co.uk They will arrange for the medicine to be collected.

Please do not dispose of the medicine or the device.

Once we receive the medicine back from you, we will send the sample to the pharmaceutical company responsible for its manufacture. They will investigate the issue that you have reported. This ensures that high manufacturing standards are maintained and, if necessary, improvement opportunities are identified.

9

Quality Care

We welcome all aspects of feedback as this enables us to continuously improve our service.

Our robust Quality Management System ensures your views and opinions are shared with the right people at the right time.

If you have any feedback, please email our team at: feedback@healthnethomecare.co.uk

From time to time, you may receive a Patient Satisfaction Survey. We would be grateful if you could take the time to complete this and return it along with any compliments or suggestions for improvement.

Everyone at HealthNet Homecare works hard to give you the best possible service. Please treat them with the courtesy and respect they deserve. We reserve the right to refuse to provide services to individuals who act in a violent, threatening, or aggressive manner.

For any questions about your treatment, please contact your hospital team directly:

  If you feel your condition is getting worse.

  If you want to discuss your condition and/or your treatment.

  If you experience an unexpected side effect.

  If you would like to discuss your homecare medicine.

10

Your Responsibilities

As someone who receives a homecare service, your responsibilities include, but are not limited to:

Being contactable to arrange deliveries; returning calls to the Patient Support Team if you are not available to speak at the time of contact or confirming your delivery arrangements when prompted to do so via the Patient Portal1 or MyHealthNet app1.

Being contactable by the HealthNet Homecare Nursing Team; returning calls if you are not available to speak at the time of contact.

Ensuring you, or an authorised recipient, are at the agreed location for the delivery at the pre-arranged time.

Ensuring you are at the agreed location at the pre-arranged time for any nurse visit, virtual visit or prearranged clinical support call.

Reporting any Adverse Event or product quality complaint to HealthNet Homecare.

Telling HealthNet Homecare, and/or your referring hospital about any errors/problems with your medicine supplies, to ensure you continue the prescribed medicine at the correct dose and frequency.

Not to throw away any medicine or ancillaries you think may be faulty – please store these safely until advised by HealthNet Homecare. We may ask to collect them for inspection and investigation purposes.

Provide a stock check when asked to do so by the Patient Support Team

Storing your medicine in the appropriate place and within the correct temperature range.

Informing HealthNet Homecare and/or your referring hospital of any travel plans you may have, so additional arrangements can be made when needed, to ensure you have enough medication whilst you are away.

11

What should I do if I want to make a complaint?

We understand that there may be times when our service doesn’t meet expected standards. If you are unhappy with the service you have received and want to make a formal complaint, please contact our Patient Support Team in one of the following ways:

Telephone: 0800 0833 060

Email:

enquiries@healthnethomecare.co.uk

Letter addressed to:

HealthNet Homecare (UK) Limited, Unit 1 & 2 Alfred Eley Close, Swadlincote, England, DE11 0WU

Please provide us with your name, CT number and details of the issue.

We operate a complaints procedure that is aligned with the NHS complaints procedures and meets national standards.

We will acknowledge receipt of your complaint within 3 working days, undertake an investigation of the issue and respond fully within 30 working days.

What happens if I am not satisfied with the response?

In the event of any complaint response from us, including those about our nursing services not meeting your expectations, we would ask that in the first instance you to contact Patient Support on 0800 083 3060 or reply to the email. You may also wish to contact your NHS clinical team or pharmacy homecare team for advice.

However, should you require further assistance, the following bodies may help:

Patient Advice and Liaison Services (PALS)

You can also seek advice from your local Patient Advice and Liaison Service (PALS). PALS offers confidential advice, support, and information on health-related matters. You can find your local PALS office online here.

PALS are not part of the complaint’s procedure itself, but they might be able to resolve your concerns informally or they can tell you more about the complaint’s procedure and independent complaints advocacy services.

An independent complaints advocacy service (ICAS) is available to provide advice and support for people who wish to complain about the NHS.

Your local ICAS service can be contacted on: 0300 330 5454

For complaints in England and Wales contact:

Health Service Ombudsman*

www.ombudsman.org.uk/making- complaint

Tel: 0345 015 4033

For complaints in Scotland contact:

Care Inspectorate

Compass House, 11 Riverside Drive Dundee, DD1 4NY

Tel: 0345 600 9527

Email: concerns@careinspectorate.com

For complaints in Northern Ireland contact:

The Regulation & Quality Improvement Authority

9th Floor Riverside Tower, 5 Lanyon Place, Belfast, BT1 3BT

Tel: 02890 517 500

Email: info@rqia.org.uk

*Please note, the Ombudsman is unable to investigate complaints against private or independent health services unless they relate to NHS funded care.

12

Privacy Notice

We know you value your privacy and the security of personal information held about you.

Our Privacy Policy describes how we look after and safeguard information about you and can be found here.

Our Data Protection Officer contact details are:

Email:

dpo@healthnethomecare.co.uk

Tel: 0800 083 3060

13

Contacting Us

There are many ways you can contact us:

Patient Support: enquiries@healthnethomecare.co.uk or call on 0800 083 3060.

The Nursing Team: 0800 083 3060.

Reporting side effects and/or adverse effects: discuss with your healthcare professional at the hospital or your General Practitioner.

Reporting a faulty device or medicine: enquiries@healthnethomecare.co.uk or call on 0800 083 3060.

Making a complaint: enquiries@healthnethomecare.co.uk

Data Protection Enquiries: dpo@healthnethomecare.co.uk or call on 0800 083 3060.

14

Our Regulators

Pharmacy & Prescription Services

General Pharmaceutical Council

25 Canada Square

London

E14 5LQ

Nursing Services & Quality of Care – Scotland

Care Inspectorate Scotland

Compass House

11 Riverside Drive

Dundee

DD1 4NY

Nursing Services & Quality of Care – England & Wales

Care Quality Commission

CQC National Customer Service Centre

Citygate Gallowgate

Newcastle upon Tyne 

NE1 4PA

Nursing Services and Quality of Care Northern Ireland

The Regulation and Quality

Improvement Authority

James House, 2-4 Cromac Avenue

Belfast

BT7 2JA

Updated May 2024