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Statement From Healthcare At Home Regarding Homecare Services

17 January 2014

Over the past few months, Healthcare at Home has experienced a period of significant disruption and backlog of deliveries due to a substantial and unexpected rise in demand for homecare services. This has caused inconvenience, and in some instances considerable stress, to patients as they have experienced poor service and care levels. 

Healthcare at Home sincerely apologise for this and would like to reassure you that they are doing everything they can to rectify this.

From Mike Gordon, Chief Executive of Healthcare at Home:

As an organisation we have heavily invested in increasing capacity and capability in all areas. This means that we now have more nurses to treat patients in their homes; more pharmacists to dispense medicines; more people in customer services to help out; and more vehicles on the road to deliver medicines.  Recently however, we have been hit by a number of operational issues, not all of which we have been able to foresee or avoid.

It pains all of us deeply to think that we have in any way let down one, let alone several, of our patients.  I can assure you that the team are working round the clock to resolve these issues and we will endeavour to keep our patients and our colleagues updated on progress.  We remain as committed as ever to supporting our patients who have for so long relied upon our service and entrusted us with their care. We want to be transparent and open with our patients and colleagues, so over the last couple of days we have set up dedicated support lines manned by our therapy operations managers for people to channel questions through.

Mike Gordon

If you’d like to raise a concern or complaint

Patients and colleagues who have issues and concerns and cannot get through to Healthcare at Home on their usual numbers, should contact hahenquiries@hah.co.uk  and this will be treated as urgent and escalated as a matter of priority to the Therapy Operations Managers who will make sure their queries are managed.

Healthcare at Home would like you to know that any issue you raise will be personally handled and responded to.  You can give formal feedback or raise a complaint with the Quality Department by email or by post.

Email:  hahenquiries@hah.co.uk

 Healthcare at Home Quality Department
Fifth Avenue
Centrum 100
Burton upon Trent
Staffordshire
DE14 2WS