COVID-19: Patient Information

COVID-19: Patient Information

Our priority at Baxter is to ensure that we continue to deliver a safe service during this period of uncertainty.

Coronavirus (COVID -19) and Baxter’s Homecare Services [updated 24 April 2020]

With the recent and ever-changing news about the coronavirus, we understand you may be concerned about your medication, nutrition or dialysis supplies and/or, your nursing service. We are continuing to deliver your medication with changes which are needed to keep you and your family safe.  We are working very closely with the NHS and the wider Homecare industry for a coordinated approach that is focused on maintaining your care.

Our Patient Services Team is experiencing a high volume of calls which means it might take us a little longer to answer. Our Co-ordinators are not medically trained so if you feel unwell and/or have concerns or questions about coronavirus, please visit www.nhs.uk/coronavirus, or contact your healthcare team.

Communication changes

We’ll continue to monitor the situation daily. This may mean a change in how we communicate with you. We will be using a mix of e-mails, phone calls and text messages where possible to keep communication channels open and respond to any Government guidance. If we do not have your e-mail address or up to date mobile number, please tell your Co-ordinator when they contact you to book your next delivery.

The NHS has published guidance which is update regularly and can be found here, https://www.nhs.uk/conditions/coronavirus-covid-19/.

For regular updates on Clinical Homecare updated guidelines please visit the National Clinical Homecare Association site here, https://www.clinicalhomecare.org/wp-content/uploads/2020/03/Covid-19-delivery-procedure_NCHA-Guidance_updated-200326_v2.2_Final_approved.pdf

Frequently asked questions

Will I experience any change in my homecare service?

If you are a registered patient on a Baxter Homecare service, you should have received a communication from us describing all the steps we are taking to maintain a safe service for all our patients.

If you have not received this communication, please contact Baxter patient services in the usual way. Please be aware that we are experiencing a high number of calls at this time and are doing are best to respond as soon as possible.

Where possible we are prioritising door step deliveries where the driver will ask you to step away from the door to a distance of at least 2 metres and they will place your products on the door step.

If you do not have the appropriate capability to manage a door step delivery, then an over the threshold delivery will be agreed and the stock placed in its usual location within your home.   If you would prefer your products to be placed in an alternative location to usual (such as garage, suitable outbuilding or hallway), this can of course be accommodated as well. 

All direct access deliveries currently to garages or other suitable outbuildings remain unaffected.

The type of delivery you require (door step or over the threshold) will be scheduled into the driver’s route, so please be aware that if a different type of delivery is required at point of arrival, the driver may have to return with the stock and book in an alternative delivery time.

Please contact Baxter patient services if you have concerns regarding the approach being taken for you delivery.

I have heard about a shortage of dialysis supplies; will this impact my home or hospital dialysis treatment?

Peritoneal Dialysis (PD) and Haemodialysis (HD) are being used to support a small number of patients in the Intensive Care Unit (ICU).  Please be assured, Baxter has enough supplies of your PD and HD products to ensure we are able to support both patients in ICU and patients receiving dialysis at home and in hospital as usual.

What if the driver or nurse has Coronovirus (Covid-19)?

All Homecare Staff are aware of the need to keep you and others safe. A business continuity plan (safety plan) is in place so that all our delivery and nursing staff are not allowed to work in direct contact with patients if the staff member has symptoms of Coronavirus (Covid-19) or are recommended to be in quarantine. This may mean that the delivery driver or nurse may be different from your usual team.

If I am in self-isolation or quarantine will I still receive my delivery and/or nursing service?

Yes, we are working closely with all our staff to ensure that we can safely deliver your medicines and nursing service to you. We may need to take extra precautions, such as additional protective clothing or door step deliveries. We will ask that during the time that if the delivery driver needs to come into your home to unpack your medicines that you and other family members should not be in the same room. This is for your protection.


Baxter is committed to working with the NHS to support patients to manage their treatment and therapies at home and empowering self-care.

Baxter has two residential education training centres, one in Swinton, Manchester and the other in Kew, London. The Baxter Education Centres offer a dedicated, purpose built space where patients who require renal dialysis or intravenous nutrition are educated, trained and supported by specialist nurses to be able to independently carry out their home-based therapies.

Working in partnership with the NHS we can support you or your loved ones to self-care in your own home and manage your long-term condition.