Fiona's Story
“For the first time in 10 years, it just works!”
Fiona Kerr is 30 years old and lives in Glasgow with her husband Martin. Not currently working due to her disability, Fiona enjoys knitting and sewing, she currently gives teddy bears medical devices and loves anything with thread!
Prior to her stoma surgeries, Fiona had bladder failure, so she has been using delivery companies since 2015. With her last delivery service Fiona experienced repeated instances of incorrect items arriving and what she describes as “a challenging order process”. She now has a urostomy and colostomy.
Following her stoma surgery in 2021, Fiona continued to receive incorrect products, so she discussed this with her stoma nurse who made the move to Medilink® on Fiona’s behalf. Fiona had a very real fear of moving delivery services in case this should cause even more issues, but she needn’t have worried!
What’s important to you in a delivery service?
“It’s so important that all my supplies come on time and that the branch staff know the products.” Previously, Fiona would have to spend around 15 minutes on the phone, reading out her product codes, confirming sizes and quantities, yet she still received incorrect products. However, Fiona explains that with Medilink®, it’s very different. “It takes me just 2 or 3 minutes on a call, and the team know what I need. It’s so much easier!”. The simplicity and speed of the Medilink® service has eased a lot of the mental burden for Fiona as she was finding it increasingly stressful to reel off codes repeatedly.
The prescription service in Scotland is slightly different, with no electronic prescriptions (EPS), so Fiona’s prescriptions go directly into Medilink from her GP surgery, which has been seamless. The team in Edinburgh are all so friendly and knowledgeable. “They all just establish what I need and get the job done!”.
What makes Medilink® different?
Having a local office is so important to Fiona. When she phones the team, they understand the Scottish system and it makes the entire process so straight forward and much less frustrating. “Everyone I speak to in the Edinburgh Medilink office just understands my personal situation, my location and the limitations we can often face in Scotland”.
Fiona no longer dreads the ordering process. In the past she would receive a text message asking her to reorder but she would have to build up the courage to pick up the phone, with her husband constantly reminding her. “Medilink® just works... for the first time in ten years it just works”. Fiona now feels she can simply call the team, place her order and her supplies arrive on time without causing any unnecessary worry or stress. “There is just so much flexibility within the team, anyone can take my order for me”.