BioScrip Infusion Services

The Norfolk branch of Option Care has been great for my husband’s at-home antibiotics. They’ve been flexible & prompt, even when his Dr has made changes. They’ve consistently communicated & kept us updated & answered questions. We’ve received deliveries on Sunday, evenings & same day orders so that my husband had what he needed. The staff is knowledgeable, helpful, and seems to genuinely care.

My experience with option care heath has been nothing but completely awful and a nightmare from start to finish . The only good thing I have to say about this company is people who answer the phone from the enteral team are usually nice and friendly and do it seems try to be helpful however most of the time probably about 99% are not helpful. Very long waits on hold, the employs do not call you back when they say are going to have extremely poor communication with the rest of the staff. And they tell you conflicting things every time you try to call to get something sorted out or get your questions answered. My level of frustration with this company is huge. My experience has been truly awful and terrible the worst experience ever with any company in my whole life. The level of stress this company has caused me unfortunately has been beyond huge. A simple switch of feeding tube formula or a minor change to my supply ordered by my doctor is always no matter when a complete nightmare and awful experience and feels like a federal case and takes for forever to actually get the new supplies or formula delivered to you therefore delaying important and urgent patient care needs. During the holidays or for that matter anytime when are they are more busy than usual the level of care gets far worse which to some degree is understandable but also patients should still be able to get care on a timely orderly fashion without so much stress and added delay. However even when not during busy times the care is still beyond awful and unacceptable when using this company to get your medical supplies. I cannot say enough bad things about company truly I mean it. I would advise anyone who is considering using this company for any reason to stay far away if at all possible. This company is dangerous and so harmful too so many patients and their caregivers and it’s also hard on the providers and large hospitals who then do business with this company in Order to get their patients the medical supplies they need. This company has caused so much havoc and stress for me it’s truly unbelievable and a disgrace. (Edited later to add) These problems have not been improved upon since leaving this review and respectfully expressing my concerns and complaints to the company. Also the wait times on hold are worse than ever and take up so much of day. I truly dread placing my re fill orders or calling this company for any reason as I always spend half my day on hold or fixing issues and it ruins my day and I’m left unable to get done anything else during my day. I have also asked multiple times to be added to the “newly enhanced virtual ordering program” and never been actually opted into it and it has never worked properly so I always end of calling to place my re-fill orders. Also as of late I’ve noticed more mistakes in my enteral supply orders than before. ( edited to add) just when I thought option care couldn’t even get any worse of company I’ve been waiting days to try and get my pump replaced and have gone a day with any of my enteral nutrition. They have tried multiple ways to be able to get me the new pump delivered all with no success. I was told a supervisor would call me to go over my concerns and completes and multiple requests have been put in all with no success. I have spent all day today on the phone trying to get the issue sorted all without any success or hope of be able to get my pump replaced or any process being made. This is beyond frustrating and a poses a huge risk to patients health and safety who use option care health as their home health care company. I would urge anyone who is considering using option care health for any services to at all possible avoid this company at all costs. This company continues to be more frustrating and impossible to deal with every time I have to call them for any reason. ( to be clear this not the nutrition care coordinators fault at all they have been doing there best despite a system that doesn’t work to resolve the issue and to try to get the new pump to me as soon as possible)

My son gets services through this company. I highly do not recommend! They were taken over by option care health a little over a year ago and everything has gone downhill. They don't send anything out on time, I'm constantly getting calls they can't get a hold of the doctor for orders so I end up having to do all the work to get it. They have had to have a third party company with nurses come in because they can't keep nurses. When I call usually weeks ahead to confirm if they need anything insurance or doctor wise they say we are good to go when they aren't. They have tried to bill me because they didn't make sure(even though I called yo verify and I got a good confirmation) they had an up to date referral for insurance. I don't understand how every single time they need a doctor order "they can never get a hold of a someone and no one calls us back". Every single time. This is just a quick overview I have lots of detailed complaints and anytime I call it doesn't change anything.

Do NOT go here! Avoid this place like the plague, unless you like dealing with rude receptionist, unreliable staff and people who will straight hang up on you on the phone. My doctor sent me here for my infusion treatment that I desperately needed. My only scheduling conflict is that I work 4 days a week and am only off on Thursdays. Apart from that I never ask for anything else. Trying to get the 1st appointment was a NIGHTMARE. No one would answer the phone or call me back after I left a voicemail. Three days later I was finally able to get through, then they said they could only schedule me 2 whole weeks from today. Once I finally got to my appointment things went rather smoothly. The receptionist (while rather flighty) seemed nice and my nurse was caring as well. The issue that really grinded my gears was when I explained very carefully and clearly that I was only available on Thursdays the nurse went ahead and scheduled me on a Friday instead! I again explained that I was only available on Thursdays so the nurse said she would change my appointment to the correct day. Well guess what? Nope! My appointment was still on Friday, so not only did they lie to me, they also jeopardize my health with their carelessness. I came in on the Thursday that was supposed to be my appointment day and caught a nasty attitude from the receptionist. Guess she was having a bad day, which I can understand. The nurse I saw previously apologized for not moving up my appointment and was able to care for me, but the fact of the matter is that they failed to care for their patients and lost all my respect. I can't believe this practice is still in business with such incompetence. I truly believe these people do not care about your well being. I normally never leave a review on anything, but I felt the need to share such a horrible experience.

My experience has been pleasant. I always receive a call asking if I'm having any problems and what supplies will I need before my delivery which is always on time with confirmation of pick up and delivery.