Frequently asked questions

How easy is it to join SIA Healthcare?
What is the SIA Healthcare product range?
Can I get complimentary items with my order if I use SIA Healthcare?
Can I use SIA Healthcare to deliver my urology/stoma products and use my local pharmacy for my medication?
Does it cost the NHS more if I use SIA Healthcare than if I used a local pharmacy?
Is contact with SIA Members controlled by SIA?
Who do I contact about SIA Healthcare questions?
Is the SIA Healthcare service open to non-SIA members?
What does SIA do with the money raised from the SIA Healthcare service?
Who will manage customer feedback and how?
Who regulates SIA Healthcare?
How big is SIA Healthcare?

How easy is it to join SIA Healthcare?

Signing up to SIA Healthcare is simple. All you have to do is tell SIA Healthcare what you need and we will do the rest, including contacting your GP.

What is the SIA Healthcare product range?

SIA Healthcare supplies a very wide range of products and is completely independent of all the manufacturers. The choice of products used is down to you and your clinician. You can continue to use your existing products when you join and SIA Healthcare will not try to change any of your products.

There is also a range of complimentary items available to SIA Healthcare customers.

Can I get complimentary items with my order if I use SIA Healthcare?

Yes. SIA Healthcare supplies complimentary bags and wipes as part of their terms of service with NHS England. Additionally, a further range of complementary items from hand sanitisers to mattress protectors, mirrors to radar keys are supplied, appropriate to members’ prescription needs.

Can I use SIA Healthcare to deliver my urology/stoma products and use my local pharmacy for my medication?

Yes. There are two options:

  • Get both your urology/stoma products and medication delivered at the same time by SIA Healthcare.
  • Get just your products delivered by SIA Healthcare and continue getting your medication from your local pharmacy.


Does it cost the NHS more if I use SIA Healthcare than if I used a local pharmacy?

No. The costs to the NHS are broadly the same.

The cost of both products and medication are set by the NHS and are the same for SIA Healthcare as all other home delivery companies and pharmacies.

SIA Healthcare (and other home delivery companies) receives an infrastructure payment from the NHS whereas a local pharmacy receives two structured establishment and practice payments plus additional payments which home delivery companies are unable to claim.

Is contact with SIA Members controlled by SIA?

Yes. SIA’s database retains all membership information. Your data is only used by Bullen Healthcare if you say that you want to use the SIA Healthcare service. The information passed to Bullen Healthcare only contains names, addresses and phone numbers and no sensitive data that may be held by SIA for other reasons. You can read more about how SIA looks after your personal data in our Privacy Policy.

Who do I contact about SIA Healthcare questions?

The dedicated SIA Healthcare telephone number is 0800 023 8841. This number is always staffed between 9am and 5.30pm. You can also email [email protected]

Whilst SIA Healthcare strives to offer a very high level of service, sometimes things can go wrong. SIA Healthcare takes these issues very seriously and encourage anyone experiencing a problem to firstly contact their SIA Healthcare Personal Advisor. If the problem is not resolved to your satisfaction, please contact [email protected]

If you want to raise an issue directly with SIA, contact our Supporter Care Co-ordinator on 01908 208541 or [email protected]

Is the SIA Healthcare service open to non-SIA members?

Yes, anyone can sign up to the SIA Healthcare, not just our members.

What does SIA do with the money raised from the SIA Healthcare service?

SIA uses the income to help fund its services for spinal cord injured people such as Peer Support. You can read more about our plans to support SCI people in SIA’s strategic plan: Fulfilled Lives

Who will manage customer feedback and how?

Every SIA Healthcare delivery includes details of how to raise customer service issues and customers can give feedback on-line after every order. Bullen Healthcare provide monthly service reports to SIA.

All enquiries made directly to SIA are logged and followed up by our Supporter Care Co-ordinator. This in turn is fed back to SIA’s Senior Management Team and there is regular contact with Bullen Healthcare.

Who regulates SIA Healthcare?

NHS England and The NHS Pharmaceutical Regulations 2013 are responsible for regulating and controlling SIA Healthcare, all other home delivery companies, all pharmacies and dispensing doctors.

How big is SIA Healthcare?

SIA Healthcare is the largest dedicated home delivery service for spinal cord injured people in the UK. By the end of April 2018 over 2,500 spinal cord injured people have registered to join SIA Healthcare since it launched in April 2014. From April 2017 to March 2018 we dispensed 256,732 individual stoma / urology items to SIA Healthcare members.