COVID-19: Message to patients receiving medicines via homecare services

We want to reassure you and your carers as concern grows around the impact of the COVID-19 situation.  We are working extremely hard to ensure that you continue to receive essential deliveries of medicines, while also protecting you and our colleagues from exposure to the virus.

The actions we are taking

We are working closely with homecare service providers and with NHS partners to ensure deliveries can continue to operate as normal and to ensure availability of stock of medicines across the country.  Homecare service providers have also made changes to delivery procedures to minimise direct physical contact during the doorstep delivery process and to reduce any risk of cross-contamination for you and for the delivery driver.  You will not need to sign for your delivery.

How you can help

  • Make sure you always have enough buffer stock by keeping at least two to four weeks’ worth of your medicines, as advised by your clinical team, and request repeat prescriptions well in advance of this supply running out.  This will give your homecare service provider enough time to deal with your request. 
  • We kindly ask that you do not request more medication than you would normally receive, as we are closely managing stock with our suppliers to ensure all patients can receive the medicines they need.
  • Please be patient when trying to get in touch with us or our homecare provider colleagues during this exceptionally busy period.  Many staff are working remotely, therefore the use of emails or e-portals where possible is the preferred means of contact.  If you must call by phone, be prepared for longer queues and waiting times.
  • Continue to take your medication as prescribed.  If you do show any symptoms of COVID-19, you should immediately self-isolate and visit NHS 111 Online, and ask your clinical team for further advice.

If you have any concerns

We are in unprecedented times at present; however, the NHS has tried-and-tested ways of making sure you get medicines you need, even under difficult circumstances.

If you have any further concerns, please contact the pharmacy team via our medicines helpline by email – – or by calling 020 7351 8901 between 10am and 5pm, Monday to Friday.  Outside these hours, a voicemail service is available for you to leave your contact details and the team will contact you the next working day.