LloydsPharmacy Clinical Homecare
Scimitar Park, Roydon Road, Harlow, Essex, CM19 5GUPatient ratings and reviews
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Reviews
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Review titled Late again
Rated 1 star out of 5
by Nicoleta Larisa - Posted on 09 November 2023
It s happened that delivery to be late again. I have to phone and email every single time to find out whats happening to my delivery, then i am late taking my meds because they will change the delivery date. I am sick and tired of having to be late without my meds and panicking and stressing about this! And it's not the first time! Visited October 2023
Visited November 2023
Review titled LloydsPharmacy Clinical Homecare
Replied on 10 November 2023
Hi Nicoleta, Thank you for taking the time to post your review. We apologise for the poor experience you’ve had with your service. Providing excellent patient experience is very important to us and we’d like to discuss this matter further with you. Please email us at PatientFeedback@lpclinicalhomecare.co.uk as soon as you can. We apologise for any upset caused and hope we can discuss this with you to ensure you see an improvement in future. Clinical Governance and Patient Experience Team
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Review titled Poor customer service
Rated 1 star out of 5
by Jean duff - Posted on 30 October 2023
Background I have been prescribed a biological medicine Sterara for crhon’s disease, by Forth Valley Hospital, taken by injection at home every 8 weeks. This is managed and delivered by Lloyds pharmacy clinical home care . They deliver the prescription which is refrigerated and then I/we administer the injection at home one week later. I was expecting a text from Lloyds to say what time my Medicine delivery would be w/b 16/10/23. I received no notification and when I finally did get through to the customer services delivery team that week after many attempts they were not able to reassure me that the delivery would be made that week. I received conflicting answers from different staff And even though some promised to call me back I received no calls. I was due to take my injection on Friday 27//10/23 and that did not happen as I did not receive the delivery. Myself and my husband spoke to numerous staff at both Lloyds and Forth Valley Hospital during this two week period and were only reassured that the prescription had been sent in time for delivery to Lloyds. Finally on Friday 27/10/23 a member of staff from Lloyds pharmacy clinical home are called at 5.45pm to say the delivery will be made on Tuesday 31/20/23 and I have received a text to confirm this. My treatment is now five days late and I feel extremely stressed regarding the whole experience of no one knowing what was happening with my prescription and no empathy at all from anyone regarding the situation I was in. I have been prescribed this injection every 8 weeks and I sincerely hope I do not have this experience again, I hope this incident is investigated and new procedures are put in place especially to keep the patient informed if there is an issue with delivery as it is the not knowing that created the dissatisfaction and stress. I would also like the option if it is late again of attending the hospital Forth valley royal who prescribed the injection for them to administer it on site on the date prescribed. Regards jean duff
Visited October 2023
Review titled LloydsPharmacy Clinical Homecare
Replied on 31 October 2023
Hi Jean, Thank you for taking the time to post your review. We apologise for the poor experience you’ve had with your service. Providing excellent patient experience is very important to us and we’d like to discuss this matter further with you. Please email us at PatientFeedback@lpclinicalhomecare.co.uk as soon as you can. We apologise for any upset caused and hope we can discuss this with you to ensure you see an improvement in future. Clinical Governance and Patient Experience Team
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Review titled Never on time!!
Rated 1 star out of 5
by Anonymous - Posted on 30 October 2023
I have no choice but to get my meds from Lloyds homecare as apparently its the only place allowed to deliver my meds from fvrh!! Every single time i am due my medication to keep my illnesses at bay it is late. I have to phone and email every single time to find out whats happening to my delivery, then i am late taking my meds because they will then change the delivery date and say it was never set for the original date! I am sick and tired of having to be weeks without my meds and panicking and stressing about this!
Visited October 2023
Review titled LloydsPharmacy Clinical Homecare
Replied on 31 October 2023
Hi there, Thank you for taking the time to post your review. We apologise for the poor experience you’ve had with your service. Providing excellent patient experience is very important to us and we’d like to discuss this matter further with you. Please email us at PatientFeedback@lpclinicalhomecare.co.uk as soon as you can. We apologise for any upset caused and hope we can discuss this with you to ensure you see an improvement in future. Clinical Governance and Patient Experience Team
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Review titled Disgraceful Service
Rated 1 star out of 5
by R Lennon - Posted on 12 October 2023
Have waited since August, it is not October for Lloyds Clinical Homecare Team to contact me and give a delivery date for medication which I require to control and progressive and debilitating illness. Nobody can actually help or arrange a delivery date with me on the phone as it needs to be a certain team. I find it rather concerning the NHS is putting patients at risk by opting them into this service for refrigerated medication to be delivered when you actually look at the reviews, the bad unfortunately outweigh the good. If this is my initial review and the medication has even been delivered yet, I dread to think what it will be like when I have the regular service in place.
Visited October 2023
Review titled LloydsPharmacy Clinical Homecare
Replied on 13 October 2023
Dear Mrs Lennon, Thank you for taking the time to post your review. We apologise for the poor experience you’ve had with your service. Providing excellent patient experience is very important to us and we’d like to discuss this matter further with you. Please email us at PatientFeedback@lpclinicalhomecare.co.uk as soon as you can. We apologise for any upset caused and hope we can discuss this with you to ensure you see an improvement in future. Clinical Governance and Patient Experience Team
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Review titled Late again
Rated 1 star out of 5
by John Chaytor - Posted on 22 September 2023
After a telephone conversation from a very apologetics lady about my taltz injections been late yet again, by three weeks , promised me I would get them next day , have to be signed for by me so I had to cancel a plastering job I had booked in ,loss off a days wage and a inconvenience for my customer, phone call at 2:30 , guess what not coming again , going to be tues 26th now , another wasted day and loss off wages , not the ladys fault who rang she couldn't be more apologetic , terrible service from a giant off a company.
Visited September 2023
Review titled LloydsPharmacy Clinical Homecare
Replied on 26 September 2023
Dear Mr Chaytor, We are sorry to learn of your poor experience with our service, which is not a good example of the values we as a company strive to uphold. We would like to learn a little more about this so it can be appropriately investigated and to resolve this issue for you. Please contact us via patientfeedback@lpclinicalhomecare.co.uk with your patient details to allow us to do this for you. Kind regards, Clinical Governance and Patient Experience Team
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Review titled Poor customer service / Lpch lie about a lie
Rated 1 star out of 5
by Stephen - Posted on 16 September 2023
The only reason I have to use Lpch is because they hold the contracting my hospital to deliver medicines to myself. I want to share with everyone that reads this review how shoddy amd unprofessional this supposedly company is. For many years I have had to have regular medical deliveries to myself so that I can control a condition I have. Before I moved to my new address the service from Lpch got so bad that instead of delivering to my home the hospital and the go had to come to the solution that my medicines where delivered to the surgery who would then contact me for my Injections. The reason being was that Lpch kept failing to delivery to me and then using the excuse that it was my fault and I was to blame whereas the truth came out once the gp started taking deliveries and it was found that it was Lpch that were responsible for missing my deliveries not just on the odd occasion but on a continual regular basis. Now that I have moved to a different area, I still need my medication but I have had to move Gps as I am now out of the boundary. Its outstanding that since I have moved the only time my Injections have been delivered to me correctly is on the first occasion. On the second occasion they delivered to my old address and again blamed me for this! Even though they was told by the hospital and myself that I had moved and that they already have my new details on there system, otherwise how would I have had my first I hection to my new address. Then most recently they sent me a text saying they will deliver on a certain date and that if its not convenient to phone or email them. So having past negative experience with them I wrote an email therefore leaving a paper trial so that they could not deny anything. I wrote asking for the date to be changed as I would be away on holiday. I then receieve a text from them a few days after that said as I hadn't contacted them they would not deliver to me. I attach the message they sent me Lpch have made two unsuccessful attempts to contact you to arrange your next delivery. Please contact us on 0345 2636 123 or email to confirm your next delivery. We are unable to arrange deliveries at short notic e, please contact us at least 5 days before you are due to run out of medication. Even though I'd sent them an email. I still got this message. I therefore rang them amd explained the situationto them. The customer service advisor lied to me saying that they do not sent text messages out with a delivery date. When I explained they do, again they denied it happens. Then when I said I'd sent an email they said they couldn't find it. Even though I'd had a receipt saying it had been read. Lpch again lied to me saying it was my fault amd denied I'd contacted them. Its no use complaining about the service as they ignore you and don't do anything. It took a phone call to the hospital to Complain about Lpch to get them to deliver to me. I'd give zero rating if I could!
Visited September 2023
Review titled LloydsPharmacy Clinical Homecare
Replied on 19 September 2023
Hi Stephen, Thank you for taking the time to post your review. We apologise for the poor experience you’ve had with your service. Providing excellent patient experience is very important to us and we’d like to discuss this matter further with you. Please email us at PatientFeedback@lpclinicalhomecare.co.uk as soon as you can. We apologise for any upset caused and hope we can discuss this with you to ensure you see an improvement in future. Clinical Governance and Patient Experience Team
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Review titled Poor customer service full of lies
Rated 1 star out of 5
by Stephen - Posted on 19 September 2023
The only reason I have to use Lpch is because they hold the contracting my hospital to deliver medicines to myself. I want to share with everyone that reads this review how shoddy amd unprofessional this supposedly company is. For many years I have had to have regular medical deliveries to myself so that I can control a condition I have. Before I m9ved to my new address the service from lpch got so bad that instead of delivering to my home the hospital and the go had to come to the solution that my medicines where delivered to the surgery who would then contact me for my Injections. The reason being was that lpch kept failing to delivery to me and then using the excuse that it was my fault and I was to blame whereas the truth came out once the gp started taking deliveries and it was found d thst it was lpch that were responsible for missing my deliveries not just on the odd occasion but on a continual regular basis. Now that I have moved to a different area, I still need my medication but I have had to move gp as I am now out of the boundary. Its outstanding that since I have moved the only time my Injections have been delivered to me correctly is on the first occasion. On the second occasion they delivered to my old address and again blamed me for this! Even though they was told by the hospital and myself that I had moved and that they already have my new details on there system, otherwise how would I have had my first I hection to my new address. Then most recently they sent me a text saying they will deliver on a certain date and that if its not convenient to phone or email them. So having past negative experience with them I wrote an email therefore leaving a paper trial so that they could not deny anything. I wrote asking for the date to be changed as I would be away on holiday. I then receieve a text from them a few days after that said as I hadn't contacted them they would not deliver to me. I attach the message they sent me Lpch have made two unsuccessful attempts to contact you to arrange your next delivery. Please contact us on to confirm your next delivery. We are unable to arrange deliveries at short notic e, please contact us at least 5 days before you are due to run out of medication. Even though I'd sent them an email. I still got this message. I therefore rang them amd explained the situationto them. The customer service advisor lied to me saying that they do not sent text messages out with a delivery date. When I explained they do, again they denied it happens. Then when I said I'd sent an email they said they couldn't find it. Even though I'd had a receipt saying it had been read. Lpch again lied to me saying it was my fault amd denied I'd contacted them. You should read the reviews on the trust pilot also
Visited September 2023
Review titled LloydsPharmacy Clinical Homecare
Replied on 16 October 2023
Hi Stephen, We are sorry to learn of your poor experience with our service, which is not a good example of the values we as a company strive to uphold. We would like to learn a little more about this so it can be appropriately investigated and to resolve this issue for you. Please contact us via patientfeedback@lpclinicalhomecare.co.uk with your details to allow us to do this for you. Kind regards, Clinical Governance and Patient Experience Team
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Review titled Follow up on my review from 22/09/23
Rated 1 star out of 5
by John Chaytor - Posted on 26 September 2023
Quick update on my review from fri , today is tues , after been let down twice already on my taltz injections and a loss off a days work waiting in for my meds , was promised I would get them Tuesday, got a text the monday saying they would arrive in the usual time slot off 9:30_11:30 , great at least I will only loose half a day's wage , no show again so phoned them up at 1:30 to be told that I wasn't booked in by some department off there's and won't be coming now till Wednesday, another days wage lost , not happy at all , shame we are not allowed to pic who delivers our meds ,
Visited September 2023
Review titled LloydsPharmacy Clinical Homecare
Replied on 09 October 2023
Dear John, We are sorry to learn of the further issues you have experienced with our service. We would like to learn a little more about this so it can be appropriately investigated and to resolve this issue for you. Please contact us via patientfeedback@lpclinicalhomecare.co.uk with your details to allow us to do this for you. Kind regards, Clinical Governance and Patient Experience Team
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Review titled Very poor service
Rated 1 star out of 5
by Anonymous - Posted on 17 August 2023
This company leave me waiting on the phone for ever. The answer message constantly says 'we are experiencing higher than normal volumes of calls' . That has been going on for more than two years. . What they really mean is 'we don't employ enough people to staff our lines to answer in a timely manner'' then you are told you are number 1 in the queue for over half an hour. I don't like being lied to. When I do manage to talk to someone they then offer a delivery slot of 24 hr period. Late the night before you get a 2 hr time slot. How is anyone supposed to organise a life with that sort of time frame? I have to take the whole day off work. I can't tell clients I'll let them know at 11pm the night before when i can see them. They are not offering any ability to get deliveries to a pharmacy/gp etc when it can be picked up conveniently. Agents often seem ill informed and a bit pushy. I am sure the NHs is paying through the nose for this bad service. I hope LLoyds loose their contract. They deserve to.
Visited August 2023
Review titled LloydsPharmacy Clinical Homecare
Replied on 21 August 2023
Hello, We are sorry to learn of your poor experience with our service, which is not a good example of the values we as a company strive to uphold. We would like to learn a little more about this so it can be appropriately investigated and to resolve this issue for you. Please contact us via patientfeedback@lpclinicalhomecare.co.uk with your patient details to allow us to do this for you. Kind regards, Clinical Governance and Patient Experience Team
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Review titled Let down again
Rated 2 stars out of 5
by Patricia abbott - Posted on 24 August 2023
Have rung many times to sort my delivery and nurse call should have happened last Thursday no show then rebooked Friday no show booked for today Thursday was told 8.30 to 10.30 not on the van nurse booked for Friday so no doubt that won't happen this is not the first time this has happened
Visited August 2023
Review titled LloydsPharmacy Clinical Homecare
Replied on 29 August 2023
Dear Patricia We are sorry to learn of your poor experience with our service, which is not a good example of the values we as a company strive to uphold. We would like to learn a little more about this so it can be appropriately investigated and to resolve this issue for you. Please contact us via patientfeedback@lpclinicalhomecare.co.uk with your details to allow us to do this for you. Kind regards, Clinical Governance and Patient Experience Team