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Introducing LloydsPharmacy Clinical Homecare

Discover more about clinical homecare and how it can benefit you.

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Kate’s Story

Katherine (Kate) Day is from Stock, Essex, where she lives with her husband and three children, and three Labradors. Since October 2020, Kate has been undergoing chemotherapy treatment with LloydsPharmacy Clinical Homecare (LPCH) for two reoccurring tumours.

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Watch Brian’s story

In 2010, Brian was at the pinnacle of his career, as managing director of a multi-national construction company. One morning he woke up, and something didn’t feel quite right. He went to the doctors and after several hospital visits, was diagnosed with prostate cancer.

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Watch Aldwyn’s story

Professor Aldwyn Cooper is CEO and Vice Chancellor of Regent’s University London. He has had an illustrious career in academia which has taken him all over the world, as well as a stint in television production. Aldwyn suffers from Pompe’s disease, which affects the body’s ability to process glycogen.

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Watch Gary’s story

In 2004, Gary was leading a successful life as a marketing manager for a bank in London. One evening, whilst preparing for a big presentation due the next day, Gary suffered a perforated bowel. This incident came as a shock and changed the course of Gary’s life significantly.

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Watch Caleb and Daniella’s story

In 2010, Caleb was diagnosed with a very rare metabolic condition called MPS II Hunter Syndrome. The disorder means that his body lacks an important enzyme required to break down the body’s natural waste, with symptoms including physical illness and learning difficulties.

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Frequently Asked Questions

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How do I contact you?

If you have a question about any aspect of our service, you can call our Patient Services Team (if you live in England or Wales) on 0345 2636 123 *Monday to Friday, 8.00am to 5.30pm.

If you live in Scotland or Northern Ireland, call 0345 2636 135* Monday to Friday, 8.00am to 6.00pm

If you have an urgent enquiry relating to your LloydsPharmacy Clinical Homecare service at any other time of the day, please call 0800 3265 465* or 0345 2636 115*. An example of an urgent enquiry may include a problem with your equipment (such as your HPN fridge or infusion pump) which you are unable to fix.

*Calls to 0345 numbers are charged at the standard rate. Call charges to 0800 numbers from a mobile can vary depending on your network provider. Calls may be recorded and may be monitored.

What should I do if I feel unwell?

Your hospital or consultant will still have overall responsibility for your care. So if you have any concerns about your health, you should continue to contact them in the usual way. Don’t forget you should always call 999 if you are seriously ill or injured and require immediate medical attention.

How often will I receive a delivery?

The clinical team at your hospital will prescribe your medicines according to your individual needs, and this will determine the frequency of your deliveries to your home. We’ll call you to make arrangements for your first and subsequent deliveries of medicines and the necessary medical supplies such as plasters and dressings.

We take patient security and confidentiality very seriously. All of our drivers wear a uniform and they also carry photographic identification.

How should I store my medication?

Not all medicines are stored the same way so check the instructions on the label or packaging. It’s important that your stock of medicines is used according to its expiry date. Each time you receive a delivery, make sure that the oldest stock is used first.

Some medicines must be kept in a refrigerator. If this applies to you, the label will read ‘please store at 2–8°C’ and you may be supplied with a fridge and a thermometer.

Medicines that do not need refrigeration should be stored in a cool, dry place away from direct sunlight or sources of heat such as radiators or fires.

What should I do if I have a problem with my medication or equipment?

Please contact us immediately if you think any of the equipment or products that we have supplied are faulty and we will replace them. 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.

How is confidentiality treated?

Lloyds Pharmacy Clinical Homecare Limited, a member of the Celesio UK group of companies whose parent company in the UK is Admenta UK Limited (“our group”), is committed to protecting your personal information. We use appropriate security technology to safeguard your data and have procedures in place to ensure it remains confidential and is protected against unauthorised disclosure, use or loss.

More information can be found in our Patient Guide.

Who should I contact if I wish to make a complaint?

Giving feedback

We take great care to provide a professional, high-quality service. However, if for any reason something does go wrong, our Patient Services Team will be able to help. Feedback from patients is crucial in helping us provide the best quality care and service.

We would like to hear from you at any time with your concerns, suggestions or comments – favourable or otherwise.

Making a complaint

If you’re unhappy with the service you have received and wish to make a complaint, please contact our Patient Services Team in the first instance. Your complaint will be logged and investigated in line with our complaints policy. 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 Clinical Governance and Patient Experience Team:

LloydsPharmacy Clinical Homecare
Clinical Governance and Patient Experience Team
Roydon Road
CM19 5GU

If you’re still unhappy

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

Your complaint and its initial investigation will then be reviewed and the findings of the investigation will be communicated to you. If you continue to be dissatisfied with the result of our investigation, you can raise your concerns with the following organisations:

For NHS patients please visit the following websites: OR Telephone 0345 015 4033 (England and Wales) OR Telephone 0800 377 7330 (Scotland) (Northern Ireland)

If patients are not satisfied, then they are also encouraged to use their HSCNI Complaints Procedure via their local NHS trust.

Passionate about patient care

The patient really is at the heart of everything we do at LloydsPharmacy Clinical Homecare. Whether it’s our drivers, our nurses, our patient services coordinators or our support teams in the office, we’re all committed to one common purpose – supporting patients with their treatment at home. It’s why we’ve built a truly end-to-end service and why we only use in-house teams to guarantee the levels of safety and quality expected of us. Our patients rely on us to make a positive difference. It’s a responsibility we take very seriously. It’s why we are here.

We’re always looking for new ways to support you and your patients, which is why we offer a Remote Nurse Training Service. The service provides remote nurse-led training to patients for them to self-administer their medication.

Respect our staff

We ask that you respect the nurses and healthcare centre team who are supporting you with your treatment. Our staff are courteous and professional at all times, and in return we expect them to be treated with courtesy and respect by patients, carers and family. Where appropriate, we may exercise the right to withdraw services in the case of inappropriate behaviour. Don’t forget, we’re here to help with your health, so please take the advice of our highly-skilled team. Any instances of unacceptable behaviours displayed towards our staff will be managed in accordance with our Zero Tolerance Policy.  

What our patient survey said.

We asked our patients to tell us how we're doing. The results speak for themselves and we're proud to achieve outstanding results across all areas of our business.

Overall satisfaction92%

of patients said they are “extremely likely” or “likely” to recommend LloydsPharmacy Clinical Homecare to friends and family if they needed similar care or treatment.

Home delivery95%

of patients told us the overall quality of the delivery service is “excellent” or “very good”.

Nursing service93%

satisfaction rating for our nursing service.

Find out more about our latest patient survey results

2020 Patient Satisfaction Results

LloydsPharmacy Clinical Homecare (LPCH) are delighted to be able to share the results of the LPCH Patient Satisfaction Survey 2020.

Over 30,000 surveys were distributed to patients and we had 3647 completed surveys returned, providing valuable feedback on our service.

The overall survey results are strong, showing that 89% of LPCH patients would be ‘highly likely’ or ‘likely’ to recommend our service to a friend or family member. Our overall satisfaction rating across all departments is 92%.

Some of the key stats from the survey are below:

  • 3647 respondents (up from 2351 v 2019)
  • 93% satisfaction rating for our patient services team
  • 95% satisfaction rating for our deliveries
  • 93% satisfaction rating for our nursing service

LPCH are obviously delighted with the areas where we have improved or maintained scores.

Click here to read our Patient Satisfaction Survey 2020 report.