COVID-19 Home Deliveries – FAQs

For Fresenius Medical Care the health and safety of our patients, colleagues and partners is our main priority. We take the current situation caused by COVID-19 very seriously and are closely monitoring the situation to ensure that our practices are adequate and appropriate in view of the evolving events.  As we take care of some of healthcare’s most vulnerable patients, we are keeping a close eye on this situation and have reinforced infection control practices already in place to protect them.

Please read our FAQ guide below which outlines how we are working to ensure we can continue with deliveries to home patients during COVID-19.

Will my deliveries continue as normal?

Yes, we are working hard to maintain our service.  We are following all Government guidance to ensure the safety or our staff and our patients.

Please be assured our Customer Care team will continue to contact you as arranged and confirm stock and deliveries.  At this time, please try not to contact us unless you have a query directly relating to an upcoming delivery in order to allow our teams to continue with our service.

What if I am self-isolating?

During all phone calls, Customer Care will ask questions regarding self-isolation and symptoms including; since our last conversation has anything changed, and have you, or anyone within your household been advised that you are COVID-19 positive. Please contact us if there any changes to anyone’s health prior to your delivery.

Will district nurses still be attending to administer medicines?

Please liaise directly with your GP surgery or Hospital as this will be arranged by them.

How long will the virus remain on any packaging?

There is little evidence to say how long the virus can remain on packaging so please follow strict hand hygiene guidance when in contact with any packaging.

Please be assured that our drivers are working to a strict protocol and will be using alcohol gel before picking up your package and again after delivering your package to minimise the risk where possible.

What if I am in the vulnerable group of patients and do not want to open the door to delivery drivers?

We are happy for the driver to make a delivery to an appropriately agreed area whereby the patient remains at least 2 metres from the driver.

As we are delivering medication it is important for us to complete checks to ensure we are delivering to the correct person.  Our driver will ensure they maintain their distance however, they will still need to confirm details with you before leaving a delivery and can not under any circumstances leave medication unattended.

My delivery is large and needs to be brought into the house, how will this delivery take place?

We are happy to continue with over the threshold deliveries at this time. Upon entering the home, the driver will perform hand hygiene and you must always allow a 2-metre minimum distance from the driver, this may include moving in to a different room if necessary whilst your delivery is being made. The driver will effectively hand wash/sanitise on leaving and clean any equipment used to deliver in the home. i.e. trolleys with antiseptic wipes and discard wipes into appropriate waste bag.

Will the drivers be wearing Personal Protective Equipment?

They will only be wearing PPE if there is a suspected or confirmed case due to the current shortages we are experiencing.  Please ensure you inform your driver if anything has changed when they arrive with your delivery. If the proof of delivery or the patient confirms that they are COVID-19 positive, then the driver will ask the patient to retreat to another room at the property then perform hand hygiene and put on PPE. Upon leaving, the driver will complete delivery