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0345 2636 123
Scotland 0345 2636 135

Introducing LloydsPharmacy Clinical Homecare

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You may have questions

You may know us as Bupa Home Healthcare, and already receive our support. If so, we want to assure you that nothing has changed but our name.

Our services, our people and everyone supporting you remain the same. You’ll see and speak to the same people, your patient treatment plans remain unchanged, and of course, our commitment to you remains as strong as ever.

If you have any questions, take a look at our frequently asked questions. But you might prefer to call us. If so, we will be delighted to address your concerns on the telephone.

Call our Patient Services Team:
0345 2636 123
Monday to Friday
8.00am – 5.30pm

If you’re calling in Scotland:
0345 2636 135*
Monday to Friday
8.00am – 6.00pm

If you have an urgent enquiry relating to your LloydsPharmacy Clinical Homecare service at any other time of the day, please call 0800 3265 465* or 0345 2636 115*. An example of an urgent enquiry may include a problem with your equipment (such as your HPN fridge or infusion pump) which you are unable to fix.

*Calls to 0345 numbers are charged at the standard rate. Call charges to 0800 numbers from a mobile can vary depending on your network provider. Calls may be recorded and may be monitored.

Frequently Asked Questions

Click on a question to see the answer

How do I contact you?

If you have a question about any aspect of our service, you can call our Patient Services Team on 0345 2636 123 *Monday to Friday, 8.00am to 5.30pm.

If you’re calling in Scotland, call 0345 2636 135* Monday to Friday, 8.00am to 6.00pm

If you have an urgent enquiry relating to your LloydsPharmacy Clinical Homecare service at any other time of the day, please call 0800 3265 465* or 0345 2636 115*. An example of an urgent enquiry may include a problem with your equipment (such as your HPN fridge or infusion pump) which you are unable to fix.

*Calls to 0345 numbers are charged at the standard rate. Call charges to 0800 numbers from a mobile can vary depending on your network provider. Calls may be recorded and may be monitored.

What should I do if I feel unwell?

Your hospital or consultant will still have overall responsibility for your care. So if you have any concerns about your health, you should continue to contact them in the usual way. Don’t forget you should always call 999 if you are seriously ill or injured and require immediate medical attention.

How often will I receive a delivery?

The clinical team at your hospital will prescribe your medicines according to your individual needs, and this will determine the frequency of your deliveries to your home. We’ll call you to make arrangements for your first and subsequent deliveries of medicines and the necessary medical supplies such as plasters and dressings.

We take patient security and confidentiality very seriously. All of our drivers wear a uniform and they also carry photographic identification.

How should I store my medication?

Not all medicines are stored the same way so check the instructions on the label or packaging. It’s important that your stock of medicines in used according to its expiry date. Each time you receive a delivery, make sure that the oldest stock is used first.

Some medicines must be kept in a refrigerator. If this applies to you, the label will read ‘please store at 2–8°C’ and you may be supplied with a fridge and a thermometer.

Medicines that do not need refrigeration should be stored in a cool, dry place away from direct sunlight or sources of heat such as radiators or fires.

What should I do if I have a problem with my medication or equipment?

Please contact us immediately if you think any of the equipment or products that we have supplied are faulty and we will replace them. We may need to return the faulty product to the manufacturer, so please do not throw it away. We will arrange for our driver to collect the faulty product.

How is confidentiality treated?

Lloyds Pharmacy Clinical Homecare Limited, a member of the Celesio UK group of companies whose parent company in the UK is Admenta UK Limited (“our group”), is committed to protecting your personal information. We use appropriate security technology to safeguard your data and have procedures in place to ensure it remains confidential and is protected against unauthorised disclosure, use or loss.

More information can be found in our Patient Guide.

Who should I contact if I wish to make a complaint?

We take great care to provide a professional, high-quality service. However, if for any reason something does go wrong, our Patient Services Team will be able to help. Feedback from patients is crucial in helping us provide the best quality care and service. We would like to hear from you at any time with your concerns, suggestions or comments – favourable or otherwise.

Passionate about patient care

The patient really is at the heart of everything we do at LloydsPharmacy Clinical Homecare. Whether it’s our drivers, our nurses, our patient services coordinators or our support teams in the office, we’re all committed to one common purpose – supporting patients with their treatment at home. It’s why we’ve built a truly end-to-end service and why we only use in-house teams to guarantee the levels of safety and quality expected of us. Our patients rely on us to make a positive difference. It’s a responsibility we take very seriously. It’s why we are here.

Watch our video to find out more

What our patient survey said.

We asked our patients to tell us how we're doing. The results speak for themselves and we're proud to achieve outstanding results across all areas of our business.

Overall Quality92%

of patients said they are “extremely likely” or “likely” to recommend LloydsPharmacy Clinical Homecare to friends and family if they needed similar care or treatment.

Home Delivery94%

of patients told us the overall quality of the delivery service is “excellent” or “very good”.

Nursing Service93%

of patients said the training provided, the clarity of instructions and professionalism of our nurses was “excellent” or “very good”.

How are we doing?

We’re always looking to provide the very best treatment in your home. Tell us how you think we’re doing.

Complete Questionnaire

Online Questionnaire

How likely are you to recommend LloydsPharmacy Clinical Homecare to friends and family if they needed similar care or treatment?

If you would like us to contact you to discuss your feedback, please complete the following details and a member of our team will be in touch ASAP:

Talk to Us Today

If you’re a patient, carer, clinician or business partner, and you’re looking for more information, complete the form provided and we’ll direct your enquiry straight to the relevant team. They’ll get right back to you.