Frequently Asked Questions
I have questions about the products I will be receiving.
You can access the Supplier's FAQ (gi.ui.mediatype.powerpoint) [2MB] (opens new window) which answer Frequently Asked Questions about your continence products.
My order has not arrived?
If your delivery of pads has not arrived within 2 weeks after you have requested or your Urology order is not at the Pharmacy please contact the Continence service on 01506 280101 or e-mail inco@westlothian.gov.uk
What if there is a problem with the delivery I have received?
If you receive the wrong products please inform the continence service on 01506 280101 or e-mail inco@westlothian.gov.uk
What happens if I am not at home when my delivery arrives?
You will be asked to provide a safe alternative delivery drop point, such as back doorstep, garage, or shed.
What happens if I do not require my next delivery?
You will only need to phone when you need more products, you do not need to
phone every 8 or 12 weeks if you have enough products to last.
However, if you do not ring for an order for over 9 months you will be removed from the service and will need to be reviewed again by your Nurse.
What happens if I need more or less products or my need changes?
The Continence Service Team are not authorised to change your products, or process an order 1 week earlier than due. Your quantities are calculated by the number of products you need daily, so if your order is not meeting your needs please contact your District Nurse or Health Visitor/School Nurse.
What happens if I move house?
If you are remaining in West Lothian please advise the Continence Service who will update your new home address. The usual day for delivery may change if you move to another area of West Lothian.
If you are moving out with West Lothian, please contact your Nurse or Health Visitor/School Nurse to arrange with new service provider.
What happens if I no longer wish to receive products?
Please advise the Continence Service who will remove your name from the service.
How should I dispose of used continence pads?
It is preferable that this type of waste is 'bagged' before being put into your domestic bin. Do not flush disposable pads down the toilet.
The service does not provide bags for this purpose.
Can I return unopened packets or boxes of continence pads?
Yes, if you no longer require your products, unopened packets and boxes of pads can be collected, please contact the Continence Delivery Service 01506 280101 or e-mail inco@westlothain.gov.uk and they will arrange for the products to be collected.
Do not share pads with others as it's an individual prescription pad
Can I return unopened packets or boxes of Urology Products?
The Continence delivery service cannot accept Urology products but they can be handed into the community Nurses at your health centre.
Do not share products with others as it's an individual prescription.