Service and delivery

Delivery timescales 1. Appropriate stockholding to ensure delivery will take place within two working days from receipt of prescription, unless otherwise specified (e.g. in an emergency with agreement of the patient).

2. It is expected that all items dispensed will be delivered at a time agreed and convenient to the patient.

Couriers 1. Discreet delivery vehicles and parcels that have no indication of contents.

2. Clear instructions visible on parcels as to alternative delivery options.

3. Deliver to correct address.

4. Allow sufficient time for patient/ carer to answer the door.

5. Avoid damage to parcels.

6. Proof of delivery where appropriate.

7. Driver to contact dispenser if delivery is not carried out.

Discretion/Confidentiality Service and delivery should be provided with discretion and in accordance with the Data Protection Act 2018 including GDPR.

Out of stock communications 1. Telephone calls to patients/ carers advising of out of stocks and an offer to signpost to at least two alternative dispensers

2. Delivery timescale advised to patient or carer and the

Prescriber.

3. Obtain stock from alternative suppliers to prevent delay.

Record of transaction Maintain a robust and auditable record system of all deliveries. Essential services 1. Free wipes and disposal bags to be provided with all deliveries unless otherwise directed.

2. Complimentary items relevant to the patient’s care (e.g. night bag stands) can be provided, but are not part of a dispensing contractor’s NHS terms of service.

Advanced services Customisation and Appliance Use Reviews 1. Correct template of stoma shape and size (measurement undertaken by the HCP or the patient).

2. Efficient storage of templates for repeat orders.

3. To offer patients an Appliance use review (when available).