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Frequently asked questions
Will my products be delivered automatically?
Your deliveries are not repeated automatically. We have a Ring Back Service and you must phone to reorder your products. If you do not phone to reorder, the products will not be delivered. There is a delivery note on your orders. Please keep this safe because it contains details of when your next delivery is due and the telephone numbers you will need to use to reorder.
How do I reorder my products?
When you have two week’s supply left, call the Ring Back Service on 0151 295 3994. Please leave your name, date of birth and full address including your postcode. A delivery will be activated for you.
What happens if I miss my delivery?
If you miss your delivery, the driver will leave a card informing you that a delivery has been attempted. Your order will then be delivered within 72 hours.
Can I ask for a particular day or time for my delivery?
We can give you a date of your delivery but cannot give specific times. Your delivery will be made between the hours of 7am and 5pm.
Can my delivery be left elsewhere if I am not at home?
We can put an alternative delivery address on your records; this must be in the same road or close by. It is your responsibility to ensure that there will be somebody at the address to accept your order. The delivery can be left outside your property, for example in an outhouse or porch at your request; however they are left there at your own risk.
Delivery company
Your products are delivered by a third party supplier employed by the home delivery service. Both of these companies are separate to your NHS Bladder and Bowel Service. All deliveries will be made in an unmarked van. Drivers will have appropriate identification.
Your privacy
We have to provide the delivery company with your name, address and products required for you to have deliveries from our service. No medical or personal information is passed to the delivery company. The drivers can put the boxes inside for you if needed.
Delivery drivers will not take back pads that are no longer required. However, if you need unwanted products to be collected, please call our Ring Back Service and they will be happy to arrange this for you. Before calling, please have the details ready about the name of the product and the number of packets you wish to be collected.
The products will not be left with a neighbour should the driver be unable to get any answer when calling, unless this has been specifically requested by you.
Our patients matter
Mersey Care NHS Foundation Trust listens and responds to patients and their carers to help improve the services we deliver. If you have any comments, compliments or concerns you can speak with a member
of staff or contact our Patient Advice and Liaison Service (PALS) and Complaints Team.
Telephone: 0151 471 2377 or 0800 328 2941
Email: palsandcomplaints
Mersey Care NHS Foundation Trust
V7 Building
Kings Business Park
Prescot
L34 1PJ
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