Sciensus Intouch 17+

I have used this app a few times to confirm delivery. Great if you don’t want to change anything. Today the date offered I couldnt make, said I wanted to change it, went through a Q and A and was offered earlier dates. Great so far. I picked a date but was told it couldn’t complete the process and I need to contact Sciensus. Their online chat seems to be non existant. I was given an option to click here to call the team directly. A telephone number would have been useful since I was using an iPad with no SIM card.
Found the number and rang them, answered after 20mins. This is the third time in the last three months I’ve had to resort to ringing them because the app wouldn’t allow me to change a delivery date. They are very efficient on the phone and the delivery date was changed. Got a text message immediately to confirm. Did this new date appear in the app… no. Not until I logged out and back in.
So far I haven’t been able to get anything useful out of this app.

Hey there, sorry to hear you've not been able to edit your delivery with the app so far. If medication stock levels are too high or too low, the app will prompt you to call us so we can ensure you have the right amount of medication. We're always looking to improve the app experience and really appreciate the feedback, thank you.

I hate this app. When it was Healthcare at Home I got a phone call every time, arranged delivery, sorted. Now it’s a text & if I need a new sharps bin or to rearrange delivery, forget it. I order a large sharps bin, which I’ve always had, not any more. I cancelled my last delivery as I had an infection & wasn’t allowed to inject. Got woken up by the delivery driver with my injections! Asked the driver why he was here as I’d cancelled it over a week previously & he told me they are never informed. I am running low on injections, nobody has been in touch. Spoke to my consultant yesterday & he asked why I am no longer being prescribed or having deliveries & asked me to contact the company. Went into the app, had to choose zero stock, got an email today telling me that they had stopped delivering because I refused the delivery due to excess stock & they were querying with the hospital as to whether I was continuing with the medication! Absolute lies! I had told them I couldn’t inject due to infection when I cancelled. And do you think I can get a new injection diary? Forget it. Useless. Useless. Useless! And no, do not ask me to contact you. Go back to calling people to arrange delivery, new sharps bins & injection diaries. Actually speak to people. And your reply to my email reply? Told me to go to the app or call! And wait an hour to speak to someone? Employ more call centre handlers
ETA - I write ‘do not ask me to contact you’ & what do you do? Ask me to contact you!

Hi Lilac lady, thanks for your feedback. We sincerely apologise for the issues you have experienced. In order to help you further, please email us at ptcomms@sciensus.com, with your date of birth, contact details and post code, and a member of team will be in touch as soon as possible to assist. Thanks, Grace

Being asked every time you start the app whether you’re achieving your health goals is either creepy, or patronising. Bedside manner it is not. Fortunately you can ignore this.
If you so much as glance away from the app (for example to check your calendar when confirming proposed delivery dates) then the app insists you must log back in (either TouchID/FaceID or app-pin) even though you looked at another app for barely a nanosecond.
Three times now I have set up and confirmed delivery dates using the app (which seems now to be the only official published route as there is no web-page), only for the app to assure me confidently but uninformatively that something went wrong and to try later. The only way to be sure whether anything truly went wrong is to wait to see what the app shows tomorrow. The status shown in the app is neither up to date, nor idempotent. Maybe all app confirmations are just sending an email to the office to update the database… who knows!
Strange app… like that rusty car from your youth, it’s idiosyncratic and unreliable, but when it’s working it seems to do the basics OK.
It is an blown-up phone app: it does not allow side-by-side or overlay etc, which would be handy to have a calendar open alongside it.

Hi Mike, thanks for your feedback. We sincerely apologise for your experience with the app. Please reach out to us at ptcomms@sciensus.com and a member of the team will be in touch to work on a resolution. Thanks, Grace