Bladder and bowel - Home delivery service guide (Sefton)

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?

Each delivery is for a 12 week order and on each delivery note it shows the date when your next order is due. Please phone to reorder seven to 10 days before this date.

The number to call is 01704 387276. This an automated service and you will not receive telephone confirmation. To reorder your products, please leave your name, date of birth and full address including your postcode.

Your 12 week order will be delivered on your delivery due date which was on your previous delivery note.

If you have missed this date and are late placing your order, we will arrange delivery as soon as we possibly can. Please note this can take up to seven to 10 working days.

If you need a reassessment, you can leave a message giving brief details of the issue. Please include your contact details. This message will be passed onto the continence nursing team who will contact you to arrange a review to discuss your needs. Please note there is a waiting list, and this can take up to six weeks.

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 8am and 5pm.

Can my delivery be left elsewhere if I am not at home?

We can put an alternative delivery address on your records, which must be in the same road or close by. It is your responsibility to ensure 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.

Return of products

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 on 01704 387276 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 Freephone: 0800 328 2941 Email: palsandcomplaints@merseycare.nhs.uk