LloydsPharmacy Clinical Homecare - Ratings and reviews
Reviews
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Review titled Lost keys
Rated 1 star out of 5
by Anonymous - Posted on 03 January 2024
They lost the keys to mine and other patient's homes and didn't tell anyone despite being audited and having it brought to their attention weeks ago. Only found out from driver who said that mine and other patient's keys haven't been seen for weeks. Lloyds clinical home care may have lost your or your loved ones' keys and someone might have them and the address they belong to, by not telling it's patients they are putting their lives in danger! Is this the sort of company that NHS contracts should go to? incompetence is putting it mildly.!
Visited December 2023
Review titled LloydsPharmacy Clinical Homecare
Replied on 04 January 2024
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 details to allow us to do this for you. Kind regards, Clinical Governance and Patient Experience Team
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Review titled Duty of care failure.
Rated 1 star out of 5
by Catherine Robinson - Posted on 02 January 2024
Was swapped from another medication and script sent in September 2023, finally for my new medication from them in Nov 2023. No call from a nurse as I was told it was done by a ‘different team’ so had to go through my own Rheumatology team to get a call to arrange a nurse visit on the 11th Dec. Nurse called in sick and alternative booked for 20th Dec. No show on that date, had no idea why when I called helpline and still waiting for a call to reschedule by nurse as promised. That was 2 weeks ago. I have since administered 2 injections myself due to worsening of conditions and extreme pain. Complete failure of duty of care to a patient allowing them to suffer unnecessarily. For an ‘experienced provider of clinical Homecare in the uk’ they have seriously failed here.
Visited December 2023
Review titled LloydsPharmacy Clinical Homecare
Replied on 03 January 2024
Dear Catherine 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 Very disappointed
Rated 2 stars out of 5
by Anonymous - Posted on 27 December 2023
So I sat in all day to receive an important delivery. Apparently a failed delivery, despite being at home all day. I rang to get a next day delivery to be told I had to wait 48 hours. I was home. I am furious that the delivery was designated failed despite being at home. I appealed for help but was told despite it not being my fault they had to wait 48 hours. No compassion or thought for my wellbeing for something that was not my fault. I rang and ask to speak to a manger but apparently that was not possible. Come on Lloyds up your service and response.
Visited December 2023
Review titled LloydsPharmacy Clinical Homecare
Replied on 28 December 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 Bad company with kaftrio
Rated 1 star out of 5
by Anonymous - Posted on 08 January 2024
Had impossible struggles with the comp y since 2020. Battle to get life saving drugs. Always have an inadequate supply. Have destroyed my mental health. I wish I could just get the drugs from a pharmacy instead. Important: my drug does not come up on GP system which is a problem as my drug interacts with many other drugs. GP doesn’t even know what kaftrio is - most don’t So when prescribing me antibiotics I almost ended up at toxicology unit in London after being. Just let us have this drug from pharmacy via GPs not through Lloyds who are now dangerously rubbish. Has reduced me to tears so many times I have lost count.
Visited December 2023
Review titled LloydsPharmacy Clinical Homecare
Replied on 09 January 2024
Dear patient 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 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