Changing your delivery partner

For those on the front line of patient care, the decision to switch to a new homecare and critical drugs delivery partner is a difficult one. There is a real fear of disrupting supplies to patients, or burdening specialist clinical staff with added paperwork. But Sylvie Hurst, MS Specialist Nurse based at Kent’s Medway Maritime Hospital, has recently gone through the process.

Here’s why she’s glad she chose Evolution Homecare:

Removing the fear
“One of the things that seemed different when I sat down with Evolution Homecare was that they understood my concerns, and really took them on board.” At the earliest stage, the Key Account Manager for the Patient Services Team developed a strategy that outlined all key tasks and responsibilities in conjunction with the specialist nursing team.

Great communication
The strategy encompassed communication between the Primary Care Trust and the existing home delivery company, communication direct with patients, and built-in failsafes to ensure that all patients were comfortable with the new arrangements before and after the first home delivery. Patients were reassured of the seamless nature of the transition, and full contact details of the Medway MS Team were provided to answer any questions.

Seamless switch
“What made it very easy for us was the approachability of our Key Account Manager, and the entire Patient Services Team,” says Sylvie. “If my team and I felt comfortable with them, we knew our patients would, too. The patients we spoke with found the Patient Information Packs helpful and informative. And we were delighted at the amount of administration they completed on our behalf.”

Happy patients
“There were probably three key things that most impressed the patients. The facility for them to call a dedicated number manned by a member of the Patient Services Team, and find out where the driver is and when he/she will deliver, has been a revelation. It has reduced the number of calls we receive here too.

Familiar faces
“The fact that they call the patients to confirm details such as forward delivery dates, any notified changes in medication and current stock levels held at home – rather than the patient having to initiate the call – has also impressed. The politeness and attentiveness of the delivery drivers has been refreshing. The named driver policy, with the same driver making the delivery each time, has allowed our patients to develop a real rapport with them. It is also very reassuring for many of them to see a familiar face at a set time each week,” says Sylvie.

Painless transition
“The whole process really did go as seamlessly as promised,” says Sylvie. “From my perspective, a lot of the worry and stress was taken off our shoulders which, to be frank, we didn’t expect. And the regular contact from them was exactly what we needed. Not only was it reassuring, but we knew exactly what was going to happen at every stage, so we were able to answer any questions from the PCT or our patients immediately.

More nursing, less admin
“Our ongoing administration has also been considerably reduced with the Patient Services Team dealing direct with the patients on all matters relating to delivering their medication to them. It feels like we are spending far more of our time nursing than being administrators, which is great for the team here, our patients, and the PCT,” concludes Sylvie.