Our delivery company employs highly trained, professional drivers who offer a reliable and courteous homecare delivery service. All drivers undergo a Disclosure & Barring Service (DBS) check before making home deliveries.

All compounded PS bags will arrive in plain boxes and be transported in refrigerated vans.

• It is your responsibility to be available to accept your delivery as arranged
• Alternatively, you can give us consent to use the Calea Key Holding Service for times when you are not at home to receive your delivery - you may wish to have a key safe installed and provide Calea with the code
• Our standard deliveries are fortnightly, unless otherwise stated by your hospital nutrition team

Occasionally, deliveries may need to be made outside your normal schedule, due to changes in your treatment or travel service use. We might also use a dedicated courier, who will have the same DBS checks as our regular drivers.
We understand the unexpected may happen, so if you have an unplanned hospital admission please contact Calea as soon as possible or have someone call on your behalf. We can then make alternative arrangements with your hospital nutrition team. Please also inform us as early as possible about your return home to organise your deliveries.

Please use the sharps bin for items from Calea's clinical supplies only.

• Discarded syringes
• Needles
• Broken glass or vials
• Any sharp instrument
• Giving sets (removed or cut from the fluid bag)
• Any pharmaceutical vial, plastic or glass
• Needle-free connector

• Dressing packs that are not contaminated with blood
• Plasters and dressings
• Sterile towels
• Gloves
• Empty saline bags with the infusion set cut of

If you have a complaint about your PS, or believe that it is unsuitable for use, please contact your Calea homecare co-ordinator and keep the unsuitable bag until it has been collected.

Please contact your local council for disposal of other waste.

Our Calea homecare team are available 24 hours a day, 7 days a week, to provide support and advice to our service users. If you have any concerns or queries relating to your HPS, please call the advice line on: 0800 121 8300

Calea works hard to promote the dignity and respect of everyone who uses our services. We comply with the Company’s standard operating procedure for Complaints Management and our Nursing Team meets the requirements of the Care Quality Commission.

If however, you feel that you have not been treated with dignity and respect, or that mistakes have been made, we want to know. If you are not happy with action taken, we can investigate this as a formal complaint so that we can try to put things right and make improvements.

You may also have some positive experiences or general comments about the service you have received from us. We’d like to hear from you and for you to share these experiences with us. You can do this by completing and returning the form sent with your welcome pack, using the pre-paid envelope or email info@calea.co.uk.

You will be provided with a fridge to store your parenteral support (PS) if required. The temperature of the fridge should be checked daily. It is important you follow the guidelines below to ensure your PS is stored correctly.

• The fridge should only be used for the storage of your parenteral support
• The temperature should be between 2˚C and 8˚C. If the temperature falls outside the normal temperature range, your PS may not be suitable for use. Contact Calea as soon as possible on Freephone 0800 121 8300
• Ensure the products do not touch the back or sides of the fridge as this may cause them to freeze. If your PS does freeze, it is no longer suitable for use
• Please contact Calea regarding any queries about storage, as correct storage is vital to your health and wellbeing
• Ensure the fridge is kept switched on and plugged in at all times and that the door is always closed

• Remove the next bag from the box or fridge and complete the same steps as above
• Contact Calea on the 24-hour advice line to provide details of the product that needs replacing along with details of when you are due your next bag
• Please let Calea know that it needs to be collected and keep the unsuitable bag until it is collected. Your driver will then collect it and return it to Calea for further investigation

Calea's nationwide team of highly trained nurses work alongside your Hospital Nutrition Team to provide the support you need. Our nurses are selected for their people skills, experience, and professionalism, and are registered with the Nursing and Midwifery Council, adhering to their Code of Professional Conduct. Calea is regulated by the Care Quality Commission (CQC).

Upon your discharge from hospital, a Calea nurse will help set up your Parenteral Support (PS) and equipment at home, and train you and/or your carer to administer it. Nursing support may continue as needed following discussions with your hospital team. You can contact the Calea Homecare team via a our 24-hour helpline (0800 121 8300) if you have any problems with your PS whilst at home.

All Calea nurses undergo a Disclosure & Barring Service (DBS) check and also carry photo identification at all times.

• Hear more from our Calea nurse Alex about her administration training.

  

Your parenteral support (PS) is administered directly into your blood stream through your Central Venous Catheter (CVC). This is placed in a large vein which leads to your heart. People with a CVC line are at increased risk of developing an infection. Therefore, your PS will be administered using a strict aseptic technique to minimise your risk of infection.