First the good - when deliveries work as they should, the drivers are great and the tracking ability on the app is really helpful.Now the bad - this morning a delivery failed because it had not been properly scheduled from Sciensus’ end, despite me having received confirmation of the delivery via email and it showing on my app until the early hours of today. It’s then taken me 30 minutes to sort out a redelivery via the chat option - something that would have taken less than 5 minutes if you could actually speak to someone.This isn’t even remotely the first time I’ve had a problem with a delivery failing at the last minute. I am lucky enough to be able to work at the moment, but every non-delivery means having to make last minute changes to days at home to receive medication which impacts on colleagues and erodes my sense of control and independence. The customer service reps are always apologetic but there seems to be a training issue if staff can’t schedule deliveries correctly.Sciensus claim to have a 94% customer satisfaction rating but the questionnaires at the end of contact don’t give any scope for registering the issue being dealt with and you can’t go back to register dissatisfaction when you find out that the person you were speaking to hasn’t done their job.The net result is that you’re left feeling that you’re dealing with a company that is very much run for their convenience with little understanding beyond hollow apologies for the impact their lack of care has on their users.
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Sciensus is a proven life sciences solutions partner with more than 30 years’ experience in navigating and unlocking the complex European healthcare ecosystem.
We have an ambitious new vision – to become the global leader in helping each and every patient make the most of their medicine. To make it happen, we’re using knowledge and insights developed over nearly three decades of patient care – as well as cutting-edge research that gives us unparalleled learnings from millions of patient touch points.
Together, those strengths mean we can focus every service, intervention and innovation we offer on the unique and individual needs of patients, giving people greater knowledge, choice and convenience than ever before. We can use intuitive technology to put the practical, emotional and clinical support they need, right at their fingertips. And we can empower them to take control of their health, achieving better outcomes, long term. See more
