|
|
|
Rank: Administration
Groups: Registered, Administrators
Joined: 3/20/2012
Posts: 87
|
Dear all Healthcare at Home have asked NRAS to share the following statement attached. If you have an urgent enquiry and cannot get through on the H@H phone lines, then please email your details to hahenquiries@hah.co.uk and one of the team will contact you. With kind regards Emma NRAS Membership Supervisor
|
|
|
Rank: Advanced Member  Groups: Registered
Joined: 4/24/2013 Posts: 703 Location: Hexham
|
Thanks Emma I don't see any commitment to removing premium rate numbers? Paul Barrett
Hexham - Northumberland - Loads of spectacular walks - all I need now are the joints to go with them! :)
Enthesitis (2012)
Ulcerative Colitis (1990)
|
|
|
Rank: Advanced Member  Groups: Registered
Joined: 8/25/2010 Posts: 1,289 Location: Buckinghamshire
|
well when i emailed them just after Christmas,
i never got a reply .. so doesn't fill me with joy i'm afraid.
|
|
|
Rank: Advanced Member  Groups: Registered
Joined: 12/3/2009 Posts: 1,689 Location: Durham
|
I'm still waiting for a reply to an e-mail I sent two weeks ago, and one I sent last week, so e-mail clearly doesn't't work. When I got through on the phone I was told they can't keep up with all the mails they get, so they pile up in the inbox. They are still floundering, and they will say anything to try and dispute that. Kathleen x
|
|
|
Rank: Member  Groups: Registered
Joined: 12/4/2009 Posts: 28
|
Perhaps if they gave the mobile phones back to the drivers, so that they could call people if they are going to be late, they might not be flooded out with phone calls about late deliveries. I am extremely sceptical about the "online tracking system that provides patients with live updates of latest delivery times" from people who can't provide a driver with a mobile phone. If the vans are fitted with trackers, the only information you will get is that they're currently miles away. And there are no scheduled deliveries any more, a fact they gloss over in their statement. They outsourced the service to Movianto. This is a quote from the Movianto website:
Temperature sensitive products, special handling, security requirements, and regulatory compliance are just some examples of challenges the pharmaceutical industry is facing today. Healthcare dedicated providers like Movianto are offering strategic supply chain management to overcome these hurdles with best in class logistic solutions.
My last "best in class logistic solution", ie delivery, scheduled for 8-12, arrived at 12.20.
I am seriously thinking of going to Radio 4, to ask them to investigate the whole issue of how patients can complain about poor service from privatised aspects of the health service. Many people must be affected.
Helen
|
|
|
Rank: Advanced Member Groups: Registered
Joined: 12/3/2009 Posts: 1,689 Location: Durham
|
When your promised delivery is cancelled for that day "due to a system error" all the trackers in the land won't help, as your drugs are stuck in Staffordshire while you're at home beating your head against a brick wall. Kathleen x
|
|
|
Rank: Advanced Member Groups: Registered
Joined: 4/24/2013 Posts: 703 Location: Hexham
|
"best in class logistic solution" = "least worst" Paul Barrett
Hexham - Northumberland - Loads of spectacular walks - all I need now are the joints to go with them! :)
Enthesitis (2012)
Ulcerative Colitis (1990)
|
|
|
|
Rank: Administration
Groups: Registered, Administrators
Joined: 3/20/2012
Posts: 87
|
Dear all,
NRAS are meeting with Healthcare at Home later this week so we will do our best to pass on your concerns to them and let you know if there are any further developments or statements from them.
Kind regards
Emma
|
|
|
Rank: Member Groups: Registered
Joined: 12/4/2009 Posts: 28
|
Kathleen, Paul,
Thanks for making me laugh.
Emma - perhaps NRAS should serve coffee at the meeting, in mugs with an ATOS logo? Might remind HAH that what the government gives, the government can also take away.
Helen
|
|
|
Rank: Advanced Member Groups: Registered
Joined: 4/24/2013 Posts: 703 Location: Hexham
|
One thing I would love to know is what service level agreement has been included in the contract. I'll lay good money that it is not 100% delivered on time, in which case there will always be people who get delayed delivery and H@H will be able to smugly claim that they are fully compliant with their obligations. These weasel worded statements that they keep putting out just make me want to hurl. Do you know what the best solution would be? Hand it over to Amazon - they really have got logistics nailed. Paul Barrett
Hexham - Northumberland - Loads of spectacular walks - all I need now are the joints to go with them! :)
Enthesitis (2012)
Ulcerative Colitis (1990)
|
|
|
Rank: Advanced Member Groups: Registered
Joined: 12/3/2009 Posts: 1,689 Location: Durham
|
h@h sent me a two page letter yesterday, saying they had received a complaint on my behalf,( the hospital, I suspect) and were very sorry that my drug delivery was not as scheduled - this was all down to a "system error" naturally. So no-one`s to blame except " the system." There was no mention of my missing sharps bin, no mention of non-replies to my e-mails - but they are going to work weekends to do some "catching up." It doesn`t work - I was phoned on a Sunday afternoon re my delivery, and then "the system" broke down. Even working weekends they can`t get it right. Kathleen x
|
|
|
Rank: Advanced Member Groups: Registered
Joined: 4/24/2013 Posts: 703 Location: Hexham
|
Kathleen_C wrote:h@h sent me a two page letter yesterday, saying they had received a complaint on my behalf,( the hospital, I suspect) and were very sorry that my drug delivery was not as scheduled - this was all down to a "system error" naturally. So no-one`s to blame except " the system." There was no mention of my missing sharps bin, no mention of non-replies to my e-mails - but they are going to work weekends to do some "catching up." It doesn't work - I was phoned on a Sunday afternoon re my delivery, and then "the system" broke down. Even working weekends they can`t get it right.
Kathleen x More weasel words from H@H. It's as if the system that keeps failing is somehow independent of the company. Let's be clear - it is H@H's system that keeps failing, a system they chose or they had built and that they run or is run on their behalf. If they fail to invest in adequate systems whose fault is that? Ours or theirs? It's like that airport announcement that '... we're sorry for the delay in departure. This is due to the late arrival of the inbound aircraft.' Or in other words, 'We're sorry that we have let you down but it's the fault of the company who operate the incoming flight. Oh, no wait, that would be us.' These are reasons but they are not excuses. You cannot excuses the late or non delivery of critical medicines. If Amazon can delivery non critical goods as regular as clockwork, why can't H@H deliver critical goods on time? It's all about having a superb fulfilment system.. Superb not adequate. And your system should have fail-over capabilities. This stuff is routine. The problem is it costs money and H@H are clearly not interested in making the investment,. Paul Barrett
Hexham - Northumberland - Loads of spectacular walks - all I need now are the joints to go with them! :)
Enthesitis (2012)
Ulcerative Colitis (1990)
|
|
|
|
Rank: Administration
Groups: Registered, Administrators
Joined: 3/20/2012
Posts: 87
|
Quick update from Healthcare at Home: NRAS has been made aware of the many issues that patients have been experiencing recently with their Healthcare at Home deliveries. As a way of better communicating with patients the most up to date information, Healthcare at Home have launched a new website specifically to address the most frequently asked questions etc. Here is the link to the new website http://www.hahsupport.co.ukKind regards Emma
|
|
|
|
|
|
|
