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Further information about Coronavirus (COVID-19)

With the current ongoing situation around Coronavirus (COVID-19) many patients and their families will have questions about their homecare service.
 

We are receiving a high volume of calls, so the call wait time may be long. Please review our FAQs for help with your enquiry.
 

Additionally the National Clinical Homecare Association, of which LPCH is a member of, have created a page on their website with helpful further information. The FAQs and responses will be updated daily as the situation develops. Please click here to access the information on the NCHA website.


Thank you

We would like to take this opportunity to thank you as Patients for your messages of support and thanks at this unusual time. Our teams are working really hard to ensure your care continues to be delivered to the highest standards possible. Your messages of support and thanks have been really welcomed by our teams – thank you.

Please click here to read our FAQs

Following the Government’s latest announcement to Stay at Home, we wanted to update you as to how we are managing the Covid-19 (Coronavirus) Pandemic at LloydsPharmacy Clinical Homecare.

Firstly, and most importantly, we will continue to make your deliveries as planned
As a healthcare provider we have an exemption which allows us to continue to deliver to you during a ‘lockdown’ and we will be using increased personal protective equipment to keep you and our frontline colleagues safe. We provide an essential service and understand that you rely on the safe and regular delivery of your medication.

What can you do to help us?
Our Patient Services Team is receiving a high volume of calls, and so it may take you a long time to get through to speak to a member of the team. We would ask you not to call us unless there is something urgent that you need to tell us.

We are having to make a few changes to how our service is delivered

  • We won’t be able to check your fridge and rotate your stock as we would have previously – we want to minimise direct physical contact with our patients and our frontline colleagues to reduce risk of contamination for both you and them. However, where there is a need our colleagues are trained and equipped with the right personal protective equipment to do so.
     
  • We won’t be asking you to sign for your delivery – as a precautionary measure, to reduce the potential risk of infection, our frontline colleague will sign the device on your behalf, as agreed and instructed by the NHS.

Some extra reassurance
We use hand sanitiser before and after every delivery we make. We are committed to keeping you and our workers safe by taking additional precautions. We also have stringent reporting processes in place to ensure we follow a strict delivery protocol issued under guidance from the NHS which reduces the risk of cross contamination.

Communication changes
We’ll continue to monitor the situation daily. This may mean a change in how we communicate with you. We will be utilising a mixture of e-mails, phone calls and text messages where possible to keep communication channels open and respond to Government guidance.

As mentioned, please only contact us if urgent
If you have any queries, we would encourage you to e-mail enquiries@lpclinicalhomecare.co.uk and one of our colleagues will get back to you as soon as they can.

Our Coordinators are not medically trained so if you feel unwell and/or have concerns or questions about coronavirus, please visit www.nhs.uk/coronavirus


Frequently Asked Questions

We have created a Frequently Asked Questions (FAQs) document which provides answers to common questions received. The situation and updates with COVID 19 are changing on a daily basis so the information in this document, may not always, be up to date so do always check the latest online Public Health Guidance.

Click on a question to see the answer

LPCH business and employees

How is LPCH affected by the virus?

It’s been challenging for the business and we are working hard reviewing all risks and threats. We have multiple calls on a daily basis to review situations across all departments, but we remain focused on serving our patients with their required deliveries. We are supported and working closely with all business areas across McKesson UK, which is a real strength in these situations.

If an employee of LPCH tests positive for the virus will we be notified? What is the timeframe for notification?

We are all bound by employer and patient confidentiality, which will be respected at all times. If there is a need to inform you of any details that pose additional risk to your wellbeing, then we will take the necessary action. All suspected and confirmed cases of COVID 19 are monitored and tracked by management on a daily basis so we are aware of environmental and people risks as soon as they are reported.

What precautions are you taking in the office?

Across the LPCH office, there is an increased provision of sanitisers, more frequent office deep cleans, instigating a clear desk policy, reducing colleagues working in the office (wherever possible), promoting good hand washing technique and stopping non-essential external visitor attendance. We are taking this seriously and will introduce all necessary measures in line with Government guidance.

Stock

Are your stocks affected?

We are reviewing and responding to demand as normal. We carry sufficient stocks to support patient need. These are reviewed daily as the situation develops and we are in dialogue with the homecare industry (including other homecare providers) to work together but also the NHS centrally to ensure there is alignment on the demand and pressure created on us.

Delivery

Are LPCH going to be able to continue making my deliveries?

Yes, we will endeavour to make deliveries regularly unless we are instructed otherwise by Government/NHS hospitals or your referring clinician. Patients rely on the service we provide and as a Healthcare organisation we will best serve this essential professional duty.

How will deliveries continue to be made within locked down areas?

As a healthcare provider we will get exemption to continue to deliver in these areas with increased PPE (Personal protection equipment), advice will be issued on a one by one basis with clear communication for our drivers. The NHS has accepted that homecare services is an essential provider of care and we will be authorised to make our deliveries and send in nurses. We are awaiting official confirmation of this shortly from the Government and will keep you informed.

What precautions are you taking before delivering to me as a patient?

We’ve ordered hand sanitisers; extra PPE (Personal protection equipment), such as aprons, gloves, and masks which we will use if instructed to. All drivers follow the NHS guidelines for hand hygiene, with increased hand washing and using hand sanitisers and we do so before and after each delivery. Below is what will happen when a driver delivers your medication to ensure the safety of yourself and the driver:

  1. The Driver will knock on your front door or ring the bell.
  2. The Driver will step 2 metres back from your front door.
  3. The Driver will then read you a delivery script and politely ask you to step away from the door, maintaining the minimum 2 metre distance.
  4. The Driver will place the delivery on the doorstep or in your doorway. Please note: the driver CAN NOT hand the delivery directly to you.
  5. The Driver will step 2 metres back from your front door to give you a safe amount of space to collect your delivery.
  6. The Driver will then visibly observe the product being picked up/collected by yourself and remind you of any storage instructions.
  7. You won’t be asked to sign for the delivery at any point.
  8. The Driver will then use hand sanitiser after completing the doorstep procedure.

Do you have hand sanitisers in your van? Are you using them?

Yes, as mentioned above Drivers are issued with hand sanitisers and PPE (Personal protection equipment). We use them before and after every delivery we make. We are committed to keeping you and our workers safe by taking additional precautions.

What if I cannot collect my delivery from the doorway due to weight or health reasons?

In exceptional circumstances and where you are unable to pick up the product due to weight or health related reasons and you have no other means of safely storing the delivery then the Driver will gain your consent to enter your home.

How do I know you haven’t just been to someone who is infected?

There are reporting processes in place to ensure we follow a strict delivery protocol issued under guidance from the NHS which reduces the risk of cross contamination. Patients are being reminded to report any symptoms as per Government guidance.

Have you delivered to anyone with the virus?

We are all bound by employer and patient confidentiality, which will be respected at all times. If there is a need to inform you of any details that pose additional risk to your wellbeing, then the management teams will take the necessary action. All suspected and confirmed cases of COVID 19 are monitored and tracked by management on a daily basis so we are aware of environmental and people risks as soon as they are reported.

Why can’t you come in / rotate my stock / check my fridge like you used to?

We want to minimise direct physical contact with patients and drivers to reduce risk of contamination for both the patient and driver. Where there is a need, our drivers are trained and equipped with the right PPE (Personal protection equipment).

Why can’t I sign for my delivery, as I’m the patient?

As a precautionary measure, to reduce potential risk of infection, drivers will sign the device on your behalf, as instructed by the NHS.

Patient returns and collections

Are LPCH going to be able to collect my sharps bin?

Yes. If your yellow or purple lidded sharps bin is filled to the recommended level and you require a collection please ask your driver to take the bin on your next planned delivery.

Are LPCH able to collect medicines, medical devices or medical equipment?

LPCH will continue to make collections as required. Please contact Patient Services to book a collection.

Why are you double bagging or shrink-wrapping collections?

The process of double bagging or shrink-wrapping is introduced to all patient collections to reduce the chance of cross contamination between people and surfaces. This is a measure to protect yourself as well as drivers in reducing the chance of virus spread.

Nursing

Are LPCH Nurses going to be able to continue making visits?

Yes, we will endeavour to make visits as usual unless we are instructed otherwise by Government/NHS hospitals or your referring clinician. Patients rely on the service we provide and as a Healthcare organisation we will best serve this essential professional duty.

How will Nurse visits continue to be made within locked down areas?

As a healthcare provider we will get exemption to continue to visit patients in these areas with increased PPE (Personal protection equipment), advice will be issued on a one by one basis with clear communication for our nurses. The NHS has accepted that homecare services is an essential provider of care and we will be authorised to send in nurses.

What precautions are you taking before completing a nurse visit to me as a patient?

Our nurses always practice good hygiene standards as a part of normal clinical practise, however we have now ordered additional hand sanitisers; extra PPE (Personal protection equipment), such as aprons, gloves, and masks. At every visit a nurse will be wearing gloves, an apron and a mask to ensure you are protected in the best way possible. All Nurses always follow the NHS guidelines for hand hygiene, with increased hand washing and using hand sanitisers and we do so before and after each patient visit. We are taking this seriously and will introduce all necessary measures in line with Government guidance.

Do the nurses have hand sanitisers in their car? Are you using them?

Yes, the nurses are issued with hand sanitisers and PPE (Personal protection equipment). We utilise hand washing and hand sanitisation before during and after visits as required. We are committed to keeping you and our workers safe by taking additional precautions.

How do I know you haven’t just been to someone who is infected?

There are reporting processes in place to ensure we follow a strict nurse protocol issued under guidance from the NHS which reduces the risk of cross contamination. Patients are being reminded to report any symptoms as per Government guidance.

Have you visited anyone with the virus?

We are all bound by employer and patient confidentiality, which will be respected at all times. If there is a need to inform you of any details that pose additional risk to your wellbeing, then the management teams will take the necessary action. All suspected and confirmed cases of COVID 19 are monitored and tracked by management on a daily basis so we are aware of environmental and people risks as soon as they are reported.