Notice from Abbvie regarding Healthcare at Home service disruptions for Humira (adalimumab) patients

18 April 2014

We are writing to you regarding the recent challenges your members and callers to your helpline may have faced with one of our homecare service providers, Healthcare at Home Ltd.  Healthcare at Home, an independent supplier, is contracted by many organisations including AbbVie, to ensure the delivery of medicines to patients at home.

In the last few months, we are aware that supply and delivery of several products from Healthcare at Home, including Humira®(adalimumab), have been impacted.  We want to reassure you that we are working closely with Healthcare at Home to rectify the issues that are affecting the service and that they have increased their delivery capacity and extended their hours of work to deal with late or missed deliveries. They have also increased the number of call centre operatives and the capacity of the phone lines.

We have put a system in place whereby patients affected by non-delivery are prioritised by Healthcare at Home, we have a dedicated team logging and processing complaints which are then escalated and actioned by Healthcare at Home.

What can patients do if they have not received their medication:

•    Contact the dedicated Healthcare at Home customer service number on 0870 333 2834 or emailrocs@hah.co.uk.  
•    Contact the AbbVie customer service number on 01628 774920  and press 9 (this will go to a new dedicated number).
•    If there are concerns regarding medication or a patients health, patients should consult their doctor or healthcare professional.

For AbbVie, patient care is our number one priority and we again apologise for the distress and inconvenience that this situation may have caused. 

We thank you for your ongoing understanding and patience.

Reporting of side effects

If a patient has any side effects, they should talk to their doctor, pharmacist or nurse. This includes any possible side effects not listed in the package leaflet. Patients can also report side effects directly via the Yellow Card Scheme at www.mhra.gov.uk/yellowcard.  By reporting side effects patients can help provide more information on the safety of this medicine.