Welcome. You’re in good hands.
Starting a new treatment can feel like a big step. Whether you're receiving medication deliveries, nursing support or clinic-based care, our team will guide you through the process and keep you informed about what happens next.
Your healthcare team refers you
Your healthcare team will discuss your treatment with you and, if appropriate, refer you to Pharmaxo Healthcare to support your care.
We'll get in touch
A member of our Patient Services team will contact you to introduce our service, confirm your details and answer any questions you may have. We'll explain what happens next and help ensure you have the information you need to get started.
We arrange your care
Once we receive the necessary information from your healthcare team, we'll work with you to arrange your treatment, nursing visit, clinic appointment or medication delivery, depending on the service you're receiving.
You receive treatment or support
Depending on your treatment plan, this may include:
A nurse visiting you at home
Attending one of our community clinics
Receiving medication deliveries
Virtual training and support to help you self-administer treatment
Ongoing patient support services
You’ll remain connected to your healthcare team along the way, who will explain exactly what to expect and answer any questions you may have about treatment.
Ongoing support
If you're receiving ongoing treatment, we'll continue to work with you and your healthcare team to coordinate appointments, nursing visits and medication deliveries.
Medication deliveries
If your treatment includes medication deliveries, we'll arrange delivery directly with you. Deliveries are made to an address agreed with you in advance, and you'll be provided with a delivery window, so you know when to expect your medication.
Coordinating your care
Our Patient Services team works behind the scenes to help ensure everything runs smoothly.
This may include:
Arranging medication deliveries
Coordinating nursing visits and appointments
Managing prescription fulfilment
Keeping your records up to date
Liaising with your healthcare team when needed
If your circumstances change, we'll do our best to make any necessary arrangements as simple as possible.
When we contact you
When a member of our Patient Services team calls, they will identify themselves as calling from Pharmaxo Healthcare.
To protect your privacy, we will ask two security questions before discussing your treatment or personal information. These may relate to your date of birth, address or telephone number.
If you would like a family member, friend or other trusted person to help manage deliveries or appointments, please let us know. We can discuss the options available to you.
Your medication delivery
If your treatment includes medication deliveries, we'll work with you to arrange a convenient delivery date and time.
Delivery arrangements
Medicines will be delivered to an address agreed with you in advance. You’ll be given a delivery window, so you know when to expect your delivery.
Your privacy
Your privacy is important to us. Delivery drivers do not wear Pharmaxo-branded uniforms and delivery vehicles do not display Pharmaxo branding.
Secure delivery
To ensure medicines are delivered safely, our driver will confirm your identity and ask you to sign for the delivery once it has been received.
If you're not at home
If nobody is available at the delivery address, we will try to contact you to discuss the next steps and rearrange your delivery.
If we are unable to contact you, we will leave instructions explaining how to arrange a new delivery.
Damaged deliveries
If you notice any damage to the packaging when your delivery arrives, please let the driver know immediately. The delivery will be returned and a replacement arranged as soon as possible.
If the driver has left before you notice any damage to your packaging, please contact Pharmaxo Healthcare Patient Services Team immediately you become aware.
If the medication is needed urgently, we'll work with your hospital or clinic to help ensure you receive the treatment you need.
Storing your medication
Always follow the storage instructions provided with your medication.
If your medication is stored at room temperature, keep it in a safe place away from direct sunlight, heat sources and out of reach of children or pets.
If your medication requires refrigeration, follow the instructions provided and avoid storing it in the fridge door where temperatures can fluctuate.
Travelling or going on holiday
If you need to travel within the UK, we may be able to arrange delivery of your medication to an alternative location.
If you are planning to travel abroad, we can also provide guidance on travelling with medication.
In either case, please contact us as early as possible so the appropriate arrangements can be made.
Unused medication
If you have unused medication, it can usually be returned to your local pharmacy for safe disposal.
In some circumstances, we may also be able to arrange collection. Please contact our team for advice.
Your privacy and confidentiality
We take the privacy and security of your personal information seriously.
Your information is kept confidential and is only accessible to authorised members of the Pharmaxo Healthcare team involved in your care.
From time to time, we may invite you to provide feedback about the service you have received. Any surveys are confidential and help us improve our services for future patients.
Frequently asked questions
Here to help
Your main point of contact at Pharmaxo Healthcare will be a member of our Patient Services team. They help coordinate your care, answer questions and keep you informed.
