How we handle items that need to be ordered in
Our large pharmacy network helps us minimise medication delays. Some items still need to be ordered in.
Unless it's a special line item, most medications reach the pharmacy by the next morning. If you issue the prescription in the morning, the item can often reach the pharmacy that same afternoon.
🗒️ Note: Special line items are pharmacy specials, custom-made or imported unlicensed medicines prepared for a specific patient when no suitable licensed alternative exists. These are regulated under the MHRA guidance on specials.
🗒️ Note: Patients only see delivery slots on their scheduling link that fall after the time the medication is expected to arrive at the pharmacy. This means they can only book slots that reflect a realistic delivery timeline.
How split delivery works
If part of an order is in stock, or one item on the prescription is available and the patient needs it urgently, we offer split delivery.
The patient receives whatever items are currently available as soon as possible.
The remaining items are sent once the ordered stock arrives at the pharmacy.
💡 Tip: We keep the patient informed by SMS, call, or email if there are any further delays to the remaining items.
🗒️ Note: Split delivery comes at no extra cost to the patient.
What happens when an item is out of stock
Out-of-stock items are flagged automatically at the time the order is accepted.
If the item is unavailable across our entire pharmacy network, here's what happens:
We email you asking for an alternative item. This happens before the patient is notified, so the two of us can resolve the issue first. The patient can't proceed to scheduling their delivery until an alternative has been prescribed.
🗒️ Note: This holds the entire order, not just the affected item. If you'd rather the rest of the order proceed while you sort an alternative, let us know and we can release those items separately.
🗒️ Note: There's no time limit to respond. The order stays with you until you do.
🗒️ Note: This process works the same for Schedule 2-5 controlled medications. No new FP10 is required for an out-of-stock/sourcing delay, since a prescriber should only post the FP10 once the pharmacy has accepted the prescription - and an out-of-stock flag happens before that acceptance, so the FP10 shouldn't have been posted yet at this stage.