Why controlled drugs require a specialist courier
Prescriptions containing Schedule 2, 3, 4, or 5 controlled medications can only be delivered via DPD. This is the only carrier we work with that meets the highest possible standard of legal and compliance requirements:
PIN code handover confirmation
Photo proof of delivery, taken at the point of handover
Location data capture at the exact moment the delivery photo is taken
'Challenge 25' age verification protocols
All other courier options are automatically excluded for controlled drug orders.
What the recipient can expect on delivery day
A 1–3 hour delivery time slot is sent on the day of delivery. The patient will receive this by text and email.
A 4-digit PIN code is sent the day before delivery and again on the day itself. The PIN is sent only to the contact details provided by the clinic for that recipient. The recipient must give this code to the driver at the point of handover. Without it, the delivery cannot be completed.
Someone must be present at the delivery address. The driver will take a photo and record the location at the point of handover. The delivery cannot be left unattended.
The driver may request an ID. All deliveries follow 'Challenge 25' age verification policy. The driver may ask for proof that the recipient is aged 18 or over.
🗒️ Note: Delivery addresses cannot be changed once an order has been dispatched. If specific delivery instructions are needed, the recipient should add these to the delivery notes at the time of payment.
Authorising someone else to accept the delivery
Your patient can authorise another person to accept the delivery on their behalf by sharing their PIN code with that individual. The nominated recipient must:
Be aged 18 or over
Be present at the delivery address
Have the PIN code
Be able to confirm the recipient name
🗒️ Note: The PIN code is only ever sent to the contact details provided by the clinic. It is the patient/carer's responsibility to share it with their chosen recipient.
Delivery tracking and chain of custody
DPD is required to record a date, time, and location scans at every stage of the parcel's journey - including collection from the pharmacy, arrival at a sorting depot, movements onto every vehicle and arrival at delivery hubs. This creates a full chain of custody log for every controlled drug delivery.
What happens if a delivery is missed, damaged, or lost
If a delivery attempt is unsuccessful, it will be automatically reattempted. The number of reattempts depends on how long the courier has had possession of the parcel, typically 2 to 3 attempts in total before the order is treated as delayed. No action is needed from the patient or the clinic.
If a parcel is reported as damaged or lost by the carrier, Healistic will trigger an escalation. Both the dispensing pharmacy and your clinic will be notified directly. Each party has its own protocol to follow from that point.
🗒️ Note: A replacement for a lost or damaged Schedule 2 or 3 controlled medication is only possible once a new FP10 has been issued.
Delivery options that are not permitted
The following arrangements are not available for controlled drug orders, regardless of patient preference:
Safe place delivery
Letterbox delivery
Collection from a parcel shop or locker