Sciensus Avis 4 813

As always great staff, nothing is to much trouble for them. Of all the companies l deal with these are way ahead in empathy, expertise and everything else you need when you have a sick child. Love them.

First the good - when deliveries work as they should, the drivers are great and the tracking ability on the app is really helpful.
Now the bad - this morning a delivery failed because it had not been properly scheduled from Sciensus’ end, despite me having received confirmation of the delivery via email and it showing on my app until the early hours of today. It’s then taken me 30 minutes to sort out a redelivery via the chat option - something that would have taken less than 5 minutes if you could actually speak to someone.
This isn’t even remotely the first time I’ve had a problem with a delivery failing at the last minute. I am lucky enough to be able to work at the moment, but every non-delivery means having to make last minute changes to days at home to receive medication which impacts on colleagues and erodes my sense of control and independence.
The customer service reps are always apologetic but there seems to be a training issue if staff can’t schedule deliveries correctly.
Sciensus claim to have a 94% customer satisfaction rating but the questionnaires at the end of contact don’t give any scope for registering the issue being dealt with and you can’t go back to register dissatisfaction when you find out that the person you were speaking to hasn’t done their job.
The net result is that you’re left feeling that you’re dealing with a company that is very much run for their convenience with little understanding beyond hollow apologies for the impact their lack of care has on their users.

Poor service not really want to help customer

Easy to order online through the app.
Reminders to let you know when your delivery is. Then the day of your delivery the driver texts to let you know he is so many stops away, then a further text to say you are the next stop.

Good and reliable service

Worst experience ever. Customer service incompetent, careless and lies about patients as a constant to cover their own shortcoming. Avoid these morons at all cost.

Tried to contact them, just to be told they don't care.

Very helpful and convenient

I had to unfortunately chase the prescription myself after requesting help 3 times.
It seems to happen each time I need the injection. I'm sure it's the hospitals issue as much as Scientus but the process seems broken and the required follow up ineffective.

Medication arrived within the time slot. Very pleasant delivery driver.

From processing the order to delivery is easy and straight forward, if you are unsure of anything there is a telephone helpline and you actually get to speak to a real person! Well done Sciensus.

The new tracking sysytem is pretty rubbish. I like to track delivery as my dog gets excited when anyone comes to the door so I like to shut him away if I know I have a caller. However on the last 2 visits the tracker tells me the driver is several stops away when they are knocking on my door! On the first instance they were earlier than the advised time window. I tried to discuss this with them but was basically told not to rely on it. Not sure why they’ve got it if that’s their expectation .

I only recently had my regular at-home injections transferred to Sciensus from another company that had been responsible for doing them for years.

In the past nurses from this other company were friendly, reliable and professional. They tended to be aware that a significant number of patients suffer from pre-injection anxiety and did their best to put me at my ease so that I was able to relax and make having the injection easier.

My last experience of an injection from Sciensus gave me cause for concern.

I saw the nurse arriving and walking down the drive and so I was by the front door by the time she rang the bell. The bell was still ringing as she hammered on the door glass. I opened the door immediately; the bell was still sounding... her comment... "Isn't your door bell working?" My immediate thoughts... "How rude!".

She stepped in, looked at the light cream carpets said "Shall I take my shoes off? And without waiting for a reply "No, I won't bother." A total lack of respect... didn't even wipe her feet on the mat!

Once inside the lounge, after a very cursory, "How are you?" I felt that she was brow beating me to self-inject.

It was exactly the same questions as on the last visit three weeks previously with a different Sciensus nurse but with an added sense harrying that increased my anxiety levels.

She took my pulse rate and within seconds "diagnosed" that I was, "missing a heart-beat." I know the implications of "missing a heart-beat" and told her that I was very surprised.

She looked at me from above very "knowingly" until I explained that because of the possible effects of my underlying condition, my heart was very closely monitored by one of the leading cardiac specialist teams in the country. I has recently had a MRI scan in one of the most advanced scanners in the county, and had been examined by one of the leading doctors in the country. I had the results by the consultancy team, a consultation by a specialist cardiac consultant and had discussed that in a face-to-face with the senior consultant treating my underlying illness.

I explained that they had found an occasional extra beat but that my heart was unaffected by underlying condition, strong with no cause for concern.

When she asked who the cardiac team lead was and I told her... she asked if he was based at one of the UK's leading cardiac hospitals that she named... I confirmed that he was... she went pale. She couldn't wait to finish and leave as quickly as possible.

Just before she left, she asked me to sign on her electronic tablet. I asked what I was signing for and was cursorily told..."Just to confirm that I was here."

That all left me feeling very anxious. I later completed a feedback for Sciensus... they didn't come back to me.

I'm now so worried and concerned that I will have a witness with me for the next visit but... I shouldn't need to do that. Sciensus should not cause me anxiety... especially when that is very likely to exacerbate my underlying condition.

Sciensus need to respect their patients in they same way that, in my experience over several years, other companies do.

Fairly reasonable company. Deliveries prompt. Only issues are that tracking on the app for deliveries is poor. There is also far too many emails and texts pestering you to arrange your next delivery minutes after you've just received one.

Have been let down so many times by this company, that once resorted to my having to go and use inpatient pharmacy services at local hospital because of the persistent unreliability. The NHS commission this group to provide additional services, whereby the logistics partnership with whomever is totally untrustworthy.

Excellent service delivered within the time

Regular updates on delivery time slot
He allowed me time to answer the door!
Reminded me to put my delivery in the fridge.

Always a good experience talking with the staff

Deliveries are always well organised by professionals

Great in every way