The Service is committed to the following standards:

• Enquiries will be dealt with promptly and courteously.
• We will deliver what we say we will to the best of our ability.
• We are always attempting to get it right first time.
• The Service accommodates home deliveries to one designated property within NHS Lothian geographical area and alternative delivery arrangements within a close proximity of that location.
• Routine deliveries are made to all NHS Lothian geographical locations once per week on planned days.
• Delivery staff will carry out reasonable delivery instructions.
• Products are boxed in discreet packaging, bagged if unboxed as per patient's preference.
• New referrals are administered within 7 days and planned on the next available route.
• Routine delivery requests are arranged by phone and delivered following 10 working days notice. 12 days notice around Public Holiday dates. (Deliveries must be placed by the first Friday of December to be guaranteed delivery before the New Year.)
• Emergency requests will be prioritised and delivered appropriately depending on stated urgency. If requested products are not available an alternative product may be provided.