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Who to contact and service confidentiality

Who to contact and service confidentiality

Who do I contact for support? Hide

If you have any queries about the service you are receiving from Bupa Home Healthcare, your patient services co-ordinator should be your first point of contact.

Your dedicated patient services co-ordinator is based at your regional office. Contact them with any queries you may have about any aspect of Bupa Home Healthcare's service. Questions or concerns you have about your health should be directed to your consultant or referring unit.

Our office hours are Monday to Friday 9.00am - 5.30pm.

Who do I contact in an emergency? Hide

For non-medical urgent enquiries outside office hours, contact our out-of-hours advice line on 08457 573100.

Please note that this number is only for urgent enquiries specifically relating to your Bupa Home Healthcare service that cannot wait until the office re-opens.

If you have any urgent health concerns speak to your doctor, the hospital or clinical unit responsible for your care.

How is confidentiality treated? Hide

Patient security and confidentiality are of paramount concern to us. All our drivers wear a uniform and carry photographic ID, and for patient discretion and sensitivity, all our vans are unmarked.

We are committed to maintaining your personal data in accordance with the requirements of the Data Protection Act 1998 and will take all reasonable steps to ensure that your personal data is kept secure against unauthorised access, loss, disclosure or destruction.

Who do I contact if I am unhappy about the service I am receiving? Hide

We take great care to provide a professional, high-quality service. However, if something does go wrong, your patient services co-ordinator will be able to correct most problems. If you wish to speak to someone other than your patient services co-ordinator about our service you can contact the customer services manager.

What if I am unhappy about the outcome of my complaint? Hide

In the event that you are not satisfied with Bupa Home Healthcare's response to your complaint you can contact our senior team to request further investigation. Please write to our governance manager via email feedback@bupahomehealthcare.com, or send a letter to our head office:

Governance Manager
Bupa Home Healthcare
Scimitar Park
Roydon Road
Harlow
Essex CM19 5GU

Who do I contact if I want to complain to an independent body? Hide

If you continue to be dissatisfied with the result of our investigation you can contact the Healthcare Commission directly on 0207 448 9200, who can provide advice and support on quality of care and safety issues.

If you wish to make a formal complaint to our external regulatory bodies regarding our nursing service, you can call the Care Quality Commission's helpline on 03000 616161 or the Scottish Commission for the Regulation of Care on 08456 030890.

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Deliveries

How often will I receive a delivery? Hide

The clinical team at your hospital will prescribe your medication according to your individual needs and this will determine the frequency of your deliveries. Your patient services co-ordinator will telephone you to make arrangements for your first and subsequent deliveries.

How do I receive future deliveries? Hide

The delivery dates are scheduled in advance. Your patient services co-ordinator will contact you to:

• confirm your next delivery date
• confirm the delivery address
• check your delivery requirements
• check your stock levels

If you are receiving Nordicare medication you can complete an ancillary order form online. Deliveries will be scheduled two working days after submitting your order.

What happens during the delivery? Hide

Deliveries are made by a uniformed Bupa Home Healthcare driver who will carry a photographic ID card which they will be happy to produce upon request. With your agreement our drivers will:

• unpack your delivery
• place it in your fridge, if appropriate
• rotate your stock
• take away the packaging and dispose of it for you

The driver will ask you to check the delivery and sign the delivery note.
 

What time will my delivery arrive? Hide

 

We try to keep to the same route each time we make deliveries; however this is not always possible. You can obtain an estimated time of arrival on the day of your delivery by calling 08458 800634 (Monday – Friday between 9am and 5pm).

 

Please note this phone line is not available at weekends.

If you are based in Scotland please call your patient services co-ordinator who will be able to assist you.

What if I am not at home to receive my delivery? Hide

Our drivers will not leave deliveries on your doorstep. Please ensure that a named person is available to receive and sign for the delivery, if you are going to be out. You might find it helpful to provide an alternative address, however we need a named person to sign for the delivery.

For the convenience of our patients we are able to make deliveries when they are not at home or are unable to answer the door. For more information please contact your patient services co-ordinator.

Why haven't I received all of my delivery? Hide

Very rarely we may experience problems with supply of a product. However, we will ensure that you have sufficient stock to administer your medication. If you are concerned, please contact your patient services co-ordinator. Never let your stocks fall below three days' supply.

Can you deliver to another address? Hide

Provided you inform us in time, we can arrange for your delivery to go to an alternative address. However, a named person must be there to sign for the delivery on your behalf.

How do I check my delivery? Hide

Each delivery comes with a delivery note. Make sure that you have received all the items that appear on this note. You should also ensure that your name appears correctly on all labels and check the expiry date of medicines.
When you are happy that the delivery is correct, sign the delivery note and hand it to the driver or, if the delivery was made while you were out, return the acknowledgement to us by post immediately.

What happens when I travel (including travelling abroad)? Hide

If you want to go on holiday, or visit family or friends for a period of time that may affect your treatment, you should first discuss your plans with your consultant or GP. Provided your consultant and GP are happy for you to travel, we will do everything we can to make sure that you are well prepared for your journey, whether in the UK or overseas.

Holidays in the UK

We can deliver supplies to your holiday destination, provided that a named person is there to check and sign for the delivery. While we try to make holiday deliveries using our own drivers, we may need to use approved couriers during the peak holiday period.
We require written confirmation of the full address, phone number of your destination and a contact name.

Holidays abroad

We can deliver to UK air or seaports provided that a named person is there to check and sign for the delivery. Contact your tour operator to discuss any specific needs. For example, airlines, train or ferry operators may need to know in advance the number of boxes and their exact weight (some airlines may charge for this service).

To facilitate the delivery arrangements for your holiday, Bupa Home Healthcare requires the following information in writing:

• airport / seaport name
• terminal, if applicable
• flight number or sailing reference
• name of airline, ferry company or cruise line
• departure date
• time of arrival at airport or seaport

We can provide you upon request with special identification labels to attach to the boxes containing your medicines or equipment, and supply a letter or documentation to assist your passage through customs.

Please note that all of our medical products can go through film safe X-ray machines.

If you are flying, remember to pack one to two days' worth of emergency medical supplies in your hand luggage in case of delays. We also suggest you contact your airline to check security arrangements specifically in relation to hand luggage and the new rules regarding the transport of fluid. Ice packs which are used to keep your drugs at the correct temperature contain more then 100mls fluid and therefore may be restricted by security. Give yourself plenty of time before your departure date to check the procedure and ensure you have the correct documentation.

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Medication and equipment

What do I do if I experience difficulties with any of the equipment or products that Bupa Home Healthcare has supplied? Hide

Please contact us immediately if you think any of the equipment or products that we have supplied are faulty and we will replace them urgently. We may need to return the faulty product to the manufacturer, so please do not throw it away. We will arrange for our driver to collect the faulty product on your next scheduled delivery.

How do I store my medication? Hide

Storage instructions appear on all medication dispensed by Bupa Home Healthcare. This is either on the dispensing label or the box itself. If your medicine needs to be stored in a fridge, the label will read "please store at 2°C-8°C".

You may be provided with a fridge and thermometer, if you medication requires refrigeration and it is a bulky item. Please speak to your patient services co-ordinator if you are in any doubt. Other medication, equipment and ancillaries should be kept in a dry, cool place away from direct sunlight, radiators and fires.

What do I do with clinical waste? Hide

You may be supplied with a sharps bin for the disposal of needles, glass vials and syringes; do not use the bin for packaging. Please ensure that the sharps bin is only used for clinical waste generated by the clinical supplies delivered by Bupa Home Healthcare.

We will advise you when we will be collecting and replacing your sharps bin. Please give the full sharps bin to the driver for return to Bupa Home Healthcare ensuring that the lid is firmly closed. The bin must be properly sealed before collection. If it is left open or is too full to close your Bupa Home Healthcare driver will be unable to take it away.

As sharps bins are classified as clinical waste that requires special incineration only Bupa Home Healthcare drivers are licensed to collect sharps bins, not couriers.

Alternatively you can contact you local council to arrange sharps bin collection.

How do I get my equipment serviced? Hide

Medical equipment such as pumps may require a service every six to 12 months. We will contact you when a service is due and make the necessary arrangements on your behalf.

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