Introducing LloydsPharmacy Clinical Homecare
Discover more about clinical homecare and how it can benefit you.Watch video
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.Watch video Read full 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.Watch video Read full 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.Watch video Read full 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.Watch video Read full story
If you have a question about any aspect of our service, you can call our Patient Services Team on 0345 2636 123 *Monday to Friday, 8.00am to 5.30pm.
If you’re calling in Scotland, 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.
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.
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.
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.
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.
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.
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.
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 Quality and Governance Department:
LloydsPharmacy Clinical Homecare
Quality and Governance Department
In the event that you are not satisfied with our response to your complaint, you can escalate your concerns by writing to the Director of Pharmacy and Quality requesting further investigation and 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:
You can call the Care Quality Commission (CQC) directly on 03000 616 161 or email email@example.com, or the Care Inspectorate (in Scotland) on 0345 600 9527 or email firstname.lastname@example.org. Both can provide advice and support on quality of care and safety issues. If you are an independent patient, the final stage of the complaints process is managed by ISCAS (Independent Sector Complaints Adjudication Service).
For NHS patients please visit the following websites:
www.ombudsman.org.uk (England and Wales)
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.Watch our video to find out more
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.
of patients told us the overall quality of the delivery service is “excellent” or “very good”.
satisfaction rating for our nursing service.
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:
LPCH are obviously delighted with the areas where we have improved or maintained scores.
Click here to read our Patient Satisfaction Survey 2020 report.
We understand the important role that frontline healthcare professionals can play in providing advice and support around the coronavirus outbreak. This is a constantly evolving situation that we are monitoring every day, but our priority remains ensuring that our patients and employees are protected.
Our teams have been briefed in line with the latest guidelines from Public Health England and we have also shared information with our colleagues about how they can protect themselves and their families from the virus.
It is important for all of our patients to continue to take their regular medicine as prescribed. Not taking medication can lead to exacerbation or flare-ups of existing conditions without the appropriate medical advice.
Our frontline colleagues are being supported by being provided with additional personal protective equipment such as face masks, gowns and aprons where required as well as sanitisers. As an additional precaution, which also minimises cross contamination with patients, our drivers will not be asking for a signature from patients and their representatives.
Used personal protective equipment will be left safely with you to dispose of in your domestic waste. This change has been approved and is supported by the NHS until the foreseeable future.
As things develop, we are committed to working with hospital clinical teams to ensure we provide smooth and co-ordinated care. We have a plan to identify and actively manage all issues arising from the impact of the coronavirus to best maintain our service to you.
Our Patient Services Team is experiencing a high volume of calls which means it might take us a little longer to answer. Our Co-ordinators are not medically trained so if you feel unwell and/or have concerns or questions about coronavirus, please visit www.nhs.uk/coronavirus
With the recent and ever-changing news about the coronavirus, we understand you may be concerned about your medication and nursing service. We are continuing to deliver your medication as normal and we are working very closely with the NHS and the wider homecare industry for a coordinated approach that is focused on maintaining your care.
We’ll continue to monitor the situation daily. This may mean a change in how we communicate with you. We will be using a mixture of e-mails, phone calls and text messages where possible to keep communication channels open and respond to any Government guidance. If we do not have your e-mail address, please tell your Co-ordinator when they contact you to book your next delivery.