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Healthcare firm told to improve medicine work

By Burton Mail  |  Posted: July 07, 2014

Healthcare at Home

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A BURTON-based healthcare giant has revealed that changes have been made to address concerns that people across the country had not been receiving vital medicines.

Healthcare at Home, which is based in the Centrum 100 business park, confirmed to the Mail that improvements had been put in place after a visit by the General Pharmaceutical Council found that a massive increase in patients and work with a new transport firm saw people missing out on medicines.

Bosses at the firm have insisted that changes now in place have resulted in marked improvements.

Ruth Poole, group clinical director, said: “We are totally committed to the recovery of our service and extremely focused not only on returning back to the high standards of the past, but also to build a service that is better than before for our patients.

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“The inspection highlighted areas that they believe can be improved. These are all areas that Healthcare at Home’s improvement plan has been focused on.

“Service improvement initiatives are in progress across all departments of the company, focused on ensuring all medication and clinical supplies orders are dispensed, dispatched and delivered to patients in full, to the right patient, at the right time.

“Our teams in Burton and across the country are committed and working hard to achieve this.

“Throughout June we have seen encouraging improvements in the main patient experience areas.”

A spokesman for the council said: “We received a number of queries and complaints from patients and members of the public in relation to Healthcare at Home.

“The similarity and frequency of the complaints – late and failed deliveries of medication along with an inability to contact the company – meant there was a need to identify whether the systems and processes that Healthcare at Home had in place were adequate to meet the standards for registered pharmacies.

“The inspection found that Healthcare at Home was insufficiently prepared for two significant changes - firstly, taking over responsibility for an increased number of patients and, secondly, the transfer of distribution arrangements to another provider.

“As a result, a proportion of patients did not receive their medicines at the scheduled time.

“Healthcare at Home have accepted the findings. The inspection team will conduct a follow-up visit in three months to identify whether the necessary improvements have been made.”

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