My Medilink Journey: Elliot's Story

Elliot is 34 years old and lives in Birmingham with his girlfriend. He works as a Marketing Manger in a Tech company and enjoys cycling and playing hockey.

Prior to having his stoma in 2023, Elliot did a lot of research, predominantly on social media. He was already used to having medication delivered, but wanted to know exactly what life with a stoma was going to be like for him and how the delivery service would work.

Elliot joined Medilink, Birmingham Branch, when he was discharged from hospital and says he has never looked back.

What’s important to you in a delivery service?

One of Elliot’s initial fears was that he would run out of bags as he didn’t know how many he would need on a weekly or monthly basis. He didn’t even know the process for placing his orders – it was all so new to him. However, as soon as he spoke to the Medilink team in Birmingham, they explained the process in a very informal and informative way. Keeping the process simple and transactional was perfect for Elliot and allayed his earlier fears.

It was so important that the products Elliot needed were delivered on time and this has always been the case with Medilink. In the early stages, Elliot would receive a text, phone call and email reminders; “it’s been great to choose which reminder to respond to, allowing me to place my order at a time that suits me”.

What do you like about Medilink and why have you stayed with us?

Elliot has never needed to consider leaving Medilink, he explains “It’s the sort of thing in life, when it’s working you don’t worry about it. It’s like changing your phone contract or broadband provider: the change comes with an element of risk to the high value of the service you’re receiving – you don’t change it”.

Elliot has built a trust in Medilink, which is key – he now takes for granted that the service will just work and do what he needs.

What are the things which make a difference?

Elliot appreciates that his deliveries arrive unbranded and look like any other delivery – which is very comforting and reassuring.

He also says “The complimentary Medilink washbag which I received in hospital is extremely useful at home, and knowing I have a travel certificate for when flying abroad makes me feel more at ease at the prospect of those longer journeys.”

What are the top 3 things you expect from a delivery service?

1. “Having full transparency and clear information on what will be delivered and when would be number 1.” Clear communication on items that are available to Elliot, and having options and solutions provided to him, is a priority.

2. Elliot says the actual delivery service journey itself is so important as well, for example; receiving the text to say it’s coming tomorrow. “We have such high expectations on delivery services nowadays, with companies like Amazon constantly updating you and showing you where your goods are. It’s just what’s expected, so these texts are really reassuring”.

3. Reminders! These are so important to Elliot; he knows he doesn’t have to do anything unless he’s prompted. He says the team in Birmingham prompt more frequently than Elliot needs to check, which is one less thing to do. This takes away any anxiety for him around running out of any of his products.

On the Birmingham Branch…

Wearing Confidence BE® for over a year now, Elliot drives past the large Salts sign (on the production and distribution hub) on his way home from work and Salts feels a real part of his life. He says Medilink operates more “behind the scenes”: he has such trust in the team, the product knowledge they all have and the way they can resolve any issue he may have has been priceless.