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Welcome to HealthNet Homecare

Everything you need to know about your homecare service

Working in Partnership with the NHS


This Welcome Hub gives you a brief overview of how our homecare service will work for you. 

We believe that each patient is unique, and our service is tailored specifically to your requirements. For some patients we will simply deliver your medicine to a location of your choosing, however some patients may also require nurse training, nurse administration or even a homecare support programme. Naturally, HealthNet work closely with your hospital team, to ensure your medication and/care is provided to you safely and in accordance with your prescription and care plan. 

About Us

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

Working with over 100,000 patients across numerous different therapy areas, our dedicated team offer support to patients with rare and orphan diseases right through to more common conditions.

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

By delivering services that empower patients and enable clinicians to take control, we aim to improve the way healthcare is delivered in communities.

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

We hold an NHS dispensing contract and a Wholesale Distribution Authorisation.

HealthNet Homecare is a member of the National Pharmacy Association.

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

We are also registered with Care Quality Commission and Care Inspectorate Scotland, to provide nursing services.


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


How the service works

Step 1 – Registration

Your consultant, or specialist nurse at your hospital has sent us your registration details and a prescription for you. Don’t worry, all your details are handled in the strictest privacy, and in-line with Data Protection and Information Governance. To view our full policy, please click here.

Step 2 – Introduction

In order to arrange your first delivery you will receive a secure link via email or SMS. For those patients without an email and/or mobile phone, a member of the customer care 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, time, and place that is convenient to you. You will now also have a personal HealthNet Homecare account number called a CT number. This can be found on communications sent to you from us. If you have not yet received it, we will inform you of it during your first customer care introductory call.

This is the number you need to register on our Patient Portal, a handy way for you to arrange any future deliveries at the touch of a button.

Step 3 – Deliveries

Future deliveries will be made to you regularly according to the quantities and frequency specified on your prescription. You can schedule these deliveries via the Patient Portal, or via our Customer Care Team. We will need you to confirm your current stock of medication, in line with NHS best practice.

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

Please make sure HealthNet are kept up to date with your address, telephone number(s) and email address. You can do this within the Patient Portal. Or via the Customer Care Team (Visit our Contact Us page for more details).

Good to know

Your personal information will only be accessed by those who are involved in your homecare service, and who have a justifiable reason to be accessing your data.

The confidentiality of patient information is of great importance to HealthNet, and we will 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 Statement at the end of this Welcome Hub.

It is also available on here: Privacy Policy

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


Our Customer Care Team

Our Customer Care Team is made up of pharmacists and customer support advisors, and they are on hand to arrange your prescription delivery and to be the first point of contact for any concerns or issues you may have.

If you have no concerns or queries, should you wish to, you can arrange for access to our Patient Portal where you can arrange deliveries online at a time convenient to you.

You can give us details of any additional people such as a spouse or son/ daughter you authorise us to contact to arrange your home deliveries.

When the Customer Care Team call you, they will ask you how much of your medication you have in stock and will use this information to arrange your next delivery date with you.

Please note, we cannot, under any circumstances leave deliveries of medication 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, such as a partner or adult son/daughter, that you have given us your permission to discuss your home deliveries with.

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.

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

Patient Portal

You can register for access to our Patient Portal where you can arrange deliveries and update your details online at a time convenient to you. Alternatively, you can continue to receive a telephone call from a member of our Customer Care Team each time a delivery is due.

Log in to your Patient Portal here

MyHealthNet App

Manage your medication delivery through our secure MyHealthNet patient app at a time that is convenient to you. Available to download through Google Play and Apple App stores onto any smart phone.


For certain medications, and where requested by your hospital team, you may need additional items for your treatment. These are called ancillaries and include things such as dressings, wipes, and needles. The Customer Care Team will ask you about these additional items when arranging your delivery.

If you need extra supplies of your medication or other ancillary items before your next delivery is due, please contact the Customer Care Team using the contact details below. They will liaise with your hospital and do their best to make arrangements, so you have a continuous supply of medication. However, please note that medication cannot be supplied to you by HealthNet unless we have a valid prescription from your hospital team.

Contacting the Pharmacy Customer Care Team


Holly is our automated chatbot that can assist with queries. This can be found in the bottom right of your screen.

08000 833 060

Call anytime 8:00am to 6:00pm Monday to Friday

and 9:00am to 5:00pm on Saturdays.

Email us, quoting your full name and patient ‘CT’ number and we will get back to you as soon as possible.




Your hospital will write a prescription for you and send it to us. It will specify the quantity of medicine they want us (HealthNet) to send in each delivery, the number of deliveries to be made and the interval to be observed between each delivery.

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, text or email depending on your preference. This contact only happens once we have a valid prescription for you from your hospital.

Each delivery will include: 

  • The medication prescribed for you
  • A patient information leaflet
  • If your medicine is an injection, a sharps bin for your clinical waste and any other ancillary items you may have used
  • A delivery note listing all the items in your delivery

For first deliveries: 

  • You will have been sent a copy of this welcome pack
  • Your parcel will include manufacturer medication specific information if appropriate

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

Each delivery will include a delivery note, for you to check and confirm you have received all the items listed. You should also check your name appears correctly on all the labels.


Some medications need special equipment to enable you to receive treatment. In this case, your first delivery will 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 may request that you return or exchange equipment at regular intervals 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 medication will be delivered by either, one of our specially trained HealthNet 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 can be changed when your next delivery is arranged if you intend to be in a different location at that time.

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).

Deliveries will be made in one of two ways:

  1. By a trained homecare driver in temperature-controlled vehicles, specially designed with ambient and refrigerated chambers to keep medications at their required temperature throughout their travel time. This service is currently provided on behalf of HealthNet by LF&E Refrigerated Transport. Items needing to be stored in a fridge below a certain temperature, must be placed in a fridge as soon as they are received.
  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.

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.

Deliveries can be made anytime 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 delivery. If you don’t receive a message or haven’t provided HealthNet with a mobile phone number, you can contact the HealthNet Customer Care Team on the day of your delivery to be given a more precise time to expect your delivery.

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.

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. The Customer Care Team will always check the address for the next delivery, each time they contact you to arrange your deliveries.

An authorised adult must always be available to sign for the delivery on your behalf.

Please ensure there is safe and appropriate storage available for your medicine at the confirmed delivery address.

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 can work with you and the hospital team to make sure your treatment is not affected.

Your medication can be delivered to any address in the UK. This can be done in the normal way through the patient portal or please inform the Customer Care Team representative when arranging your delivery.

We cannot usually make deliveries outside of the UK but can provide advice. Please ask a member of our Customer Care team, who will be able to offer the most up to date information about travelling with a medication.

For the purposes of travel, you are responsible for obtaining appropriate medical insurance which will allow you to obtain 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 that there is no obvious damage to any of the items. The parcel will include a delivery note listing all the items and quantities on your order. You have the right to refuse a delivery that is obviously damaged.

If you have any concerns about missing, incorrect or damaged items please contact our Customer Care Team immediately on 08000 833 060 or at If you think anything is damaged, or not as you were expecting, it may be helpful to include a photograph.


Managing your deliveries

Managing your deliveries is easy, with our safe, easy to use, secure digital tools:

HealthNet Patient Portal

Many of our patients can use a secure one-time link that is sent to them in an SMS text message from the moment they first join our service. This enables you to access the Patient Portal so you can arrange your deliveries online at a time to suit you. Alternatively, if initially you arrange your deliveries over the telephone with our Customer Care Team, they can arrange to sign you up to our Patient Portal enabling you to manage your deliveries yourself online at any time. Simply email your name, date of birth and address to putting ‘Please sign me up to the Patient Portal’ in the subject line. You will receive a welcome email explaining how to log-on and access the service.

When your next delivery becomes due, we will send you an email or text message prompting you to log into your account on the Patient Portal 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 also request a new sharps bin and add any other ancillary items you might need such as needles or wipes.

Once you have successfully completed these steps on the Patient Portal, you will receive a confirmation email.

MyHealthNet Patient App

MyHealthNet is our new patient app, where you can log in securely with your unique HealthNet patient reference known as a CT number, to arrange deliveries quickly and easily.

The MyHealthNet patient app can be downloaded through Google Play and Apple App stores onto any smart phone.

Manage your medication delivery through our secure MyHealthNet patient app at a time that is convenient to you. Available to download through Google Play and Apple App stores onto any smart phone.

Benefits include being able to: 

    Book and confirm deliveries electronically   

    Change/ update delivery addresses    

    Check what is on an order

    Check order have been dispatched    

    Automatically add delivery dates to personal calendars   

    Turn on 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 App does not replace the need to attend appointments with your clinician. If you have any questions about the Patient Portal or the MyHealthNet App, please email:   

The HealthNet Patient Portal does not replace the need to attend appointments with your clinician.


Managing your deliveries

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 Customer Care Team, who will be pleased to advise you. However, any queries about your clinical condition and treatment should be directed to your hospital team.

Medication not needing refrigeration should be kept in a dry place away from direct sunlight, radiators, or fires, ideally between +15°C and +25°C.

What about items that need to be refrigerated?

Medication that needs refrigeration should be placed in the fridge immediately upon receipt. This will either be sent to you packed in an appropriate cool box 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, the medication should be unpacked as soon as possible and immediately placed in a refrigerator at a temperature between +2°C and +8°C. It is very important that the medication is not frozen.

Not all medications is stored and handled in the same way, so please check the instructions on the label and patient information leaflet.

If you think that equipment failure may have affected your medicine, please contact our Pharmacy Customer Care team immediately on 08000 833 060 or at for medical information.


What do you do with your clinical waste?

The waste from your treatment needs to be disposed of carefully, to protect the environment and other people. Depending on who is making your delivery, you may be able to hand back waste such as sharps bins to the driver when they bring your delivery. Please check with our Customer Care Team.

Unwanted medication can also be returned to any local community pharmacy for disposal.

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

If your medication is an injectable product, you will be given a “sharps bin” for the waste. This should be used for needles, pre-filled devices, and other equipment such as empty ampoules and syringes.

Your sharps bin will typically be collected by a HealthNet delivery driver. Please make sure it is securely closed and sealed ready for collection before the delivery driver arrives. Please mention to our Customer Care Team or record on the portal, at the time of arranging your delivery, if you have a full sharps bin to collect.

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


Our Nursing Service

Some patients require a nurse visit when they are first prescribed a medication, to show them and/or a carer how to use the product. Other patients need a nurse to visit and administer their medication each time they receive a dose. Whatever your requirements are, we will tailor our services accordingly.

If your homecare service includes nurse visits, you will be contacted by a member of the HealthNet Nursing Team, or one of its partner nursing providers to arrange the first visit once we have arranged your first delivery.

Where required, we will arrange your next visit date at each visit. If for any reason you need to change your nurse appointment, please contact the HealthNet Nursing Team directly on 08000 833 060 Monday to Friday 0800-1800hrs, excluding Bank Holidays.


What should I do if I experience any side effects or have any product issues?

If you experience any side effects (also known as adverse events), talk to your hospital team, (doctor, pharmacist or specialist nurse) and tell us at HealthNet Homecare of your side effects. We want to know about all possible side effects and anything else unexpected that happens while you are taking your medicine, including those listed in the patient information leaflet.

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

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. These are collectively known as ‘Adverse Events’ or ‘Adverse Drug Reactions’.

Any medication adverse event or product complaint should be reported to HealthNet, so we can pass on the details to your hospital team and the company responsible for the manufacture of your medicine. This includes any symptoms or events not 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).

Information will be passed to the manufacturer pseudonymously and you will not be identifiable to them unless you give consent for HealthNet Homecare to share your details with the pharmaceutical company or for the pharmaceutical company to contact you or your hospital team to gather further information on

the side effect or adverse event you experienced. You can report side effects and adverse events

to us by using the contact information below

or you can write to us by e-mail at:


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

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 contact our Customer Care Team to ask for further investigation and escalation. However, should you require further assistance, the following bodies may help:

For complaints in England and Wales contact:

Health Service Ombudsman email: complaint Phone: 0345 015 4033

For complaints in Scotland contact:

Care Inspectorate Compass House,

11 Riverside Drive Dundee DD1 4NY

Phone: 0345 600 9527 email:

For complaints in Northern Ireland contact:

The Regulation & Quality Improvement

Authority, 9th Floor Riverside Tower 5 Lanyon Place Belfast BT1 3BT Phone: 02890 517 500


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


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:

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 improvements.


We operate a complaints procedure system as part of the NHS system, which meets national standards criteria.

If you are unhappy with the service, you have received and wish to make a complaint, please contact our Customer Care Team in the first instance. Your complaint will be logged and investigated in line with our complaint’s procedure.

If appropriate, we will let you know the outcome of the investigation and any actions taken.

You can also make a complaint by writing to our Quality Department:

Quality Department

Units 1 & 2 Orbit Business Park

Alfred Eley Close

Tetron Point


DE11 0WU

If you are still unhappy

If you are not satisfied with our response to your complaint, please follow the instructions provided in our response letter to request a further investigation, explaining why you are unhappy with the response you have received.

Your complaint and its initial investigation will be reviewed, and the findings of the investigation will be communicated to you along with next steps.

You can also seek advice from the local Patient Advice and Liaison Service (PALS). PALS are not part of the Complaints Procedure itself, but they might be able to resolve your concerns informally or they can tell you more about the Complaints Procedure and independent complaints advocacy services.

You can find your local PALS office online at:

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

Everyone in the HealthNet team 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 e.g.:

    you feel your condition is getting worse

    you want to discuss your condition and/or your treatment

    you experience an unexpected side effect or

    you would like to discuss your homecare medication

How to contact us

For any questions about the service including:

    to arrange or change a delivery

    to let us know you are running short of medication or other items

    to tell us about a change of details

    travel advice

    to inform us of a problem with your delivery, medication, or ancillary items please contact our Customer Care Team on: Tel: 08000 833 060 or email:

The telephones are manned, and a pharmacist is on duty from 8:00am to 6:00pm Monday to Friday, and 9:00am to 5:00pm on Saturdays. 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.


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 Customer Care 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 Portal.

Being contactable by the HealthNet 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.

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

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

Provide a stock check when asked to do so by the Customer Care Team

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

Inform HealthNet 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 medicine while you are away. 


Privacy Notice

We know you value your privacy and the security of personal information held about you. This notice describes how we look after and safeguard information about you.

Pharmacy and Clinical Homecare Services

We receive your personal data when your clinical team refer you to us, so that we can provide pharmacy and clinical homecare services to you, and when they send your prescriptions to our pharmacy. We will update this personal data and add to it during the course of providing pharmacy and clinical homecare services to you. We are therefore classed as controllers of the data along with the hospital or clinic who prescribe for you.

How we use your data:

We process your personal data, which includes: your name, address, contact details, hospital number, NHS number, medical condition, prescribed medication and their directions for use, delivery address information, telephone calls, notes of contact made with you directly or with your clinic and details of the hospital or clinic whose care you are under. We process this personal data for the purposes of:

Your Care – providing a pharmacy and clinical homecare service to you and, when appropriate, sharing information with the homecare and clinical teams at your NHS or other treating clinic and our partner nursing service providers.

Your Deliveries – sharing your name, address or alternative delivery address, telephone number and, when appropriate, details of neighbours or other family members, with our partner logistics providers to enable deliveries at pre-arranged times to your chosen location.

Our Payments – for services that we provide on behalf of NHS hospitals, private prescribers and clinics, sharing your information in order to claim payment for the products and services we provide to you.

Where the homecare services are funded by pharmaceutical companies, sharing limited information which could not be used to identify you (pseudonymised data), however enables us to claim payment for the products and services we provide to you.

For patients prescribed medication on prescriptions issued by a GP, sharing your information with the NHS Business Services Authority and others in the wider NHS, and only limited information (pseudonymised data) to those external to the NHS who negotiate and check the accuracy of our payments.

For self-funding customers, sharing card payment information with our card processing service. HealthNet do not store any credit/debit card information.

Drug Safety – sharing limited information

(e.g., your HealthNet patient ID number,

initials and date of birth) with pharmaceutical companies to enable the recording of adverse events and the monitoring of drug safety.

Management – for patients prescribed their medication on prescriptions issued by a GP, sharing limited information with the NHS Business Services Authority and others in the wider NHS, and those external to the NHS who ensure we maintain appropriate professional and service standards and that your declarations and ours are accurate. We hold your information for as long as advised by the NHS or required by pharmacy law. You have a right to a copy of the information we hold about you without charge and within 30 days from the time of your request. You may seek to correct any inaccurate information.

We have a legitimate interest in processing your data, so we can provide pharmacy and clinical homecare services to you in support of your clinical team in the management of your condition and provision of healthcare.

We do not sell your data or use it for any marketing purposes. Your data will not be transferred outside of the United Kingdom.

Patient Support Programmes

Certain medications are associated with a Patient Support Programme. If you are eligible for inclusion in a Patient Support Programme, you will be asked if you are happy to participate and specifically consent to the sharing of your personal data before the service is provided. Details as to what data and how it will be used will be provided at the time you are asked for consent.  You may object to us holding your information. You may also lodge a complaint with the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF. Please ask if you want more information.

Our Data Protection Officer contact details are: Email:

Tel: 08000 833 060

HealthNet Homecare are regulated by the following agencies: 

Pharmacy & Prescription Services

General Pharmaceutical Council

25 Canada Square


Nursing Services & Quality of Care – Scotland

Care Inspectorate Scotland

Compass House

11 Riverside Drive



Nursing Services & Quality of Care – England & Wales

Care Quality Commission

CQC National Customer Service Centre

Citygate Gallowgate

Newcastle upon Tyne 


E14 5LQ

Nursing Services & Quality of Care – Northern Ireland

Regulation and Quality Improvement Authority

7th Floor Victoria House

15-27 Gloucester Street



© 2023 HealthNet Homecare. All rights reserved.

Last Updated January 2024

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