Issuing the prescription
Once you issue a prescription, the pharmacy receives it, checks stock, and accepts it.
Pharmacy acceptance and dispensing
The pharmacy picks and packs the items and keeps them aside. Each item is marked as it's packed and labelled with a unique order number.
Controlled drug prescriptions (Schedule 2 and 3)
If a prescription contains a Schedule 2 or 3 controlled medication, the pharmacy needs the FP10 (the physical prescription form) before any contact is made with the patient.
The pharmacy picks and packs the order while the FP10 is in transit.
The patient is informed we're fulfilling the prescription, but told they can't schedule delivery until the FP10 arrives.
Once the FP10 arrives at the pharmacy and is checked for compliance, the process continues as normal.
🗒️ Note: For all other prescriptions, the process picks up from here without this extra step.
How the patient books their delivery
The patient receives a link by text and email to access their prescription. From this link, they can:
See the items on the script and the price of each
View delivery slots based on the delivery address you entered
Amend the delivery address before dispatch, for example if it's incorrect or they'd like the medication delivered somewhere else, like a workplace. Once the order has been dispatched, the address can no longer be changed — see How to Update a Patient's Delivery Address for what happens if this is needed after dispatch.
Same-day delivery
If the patient chooses a same-day slot, the order is picked up during that slot and dropped off directly to the patient.
🗒️ Note: If the patient isn't available to accept the delivery, the order is returned to the pharmacy. The patient is sent an SMS and email, and can rebook through a new scheduling link at no extra cost or delay. There's no cap on how many times a same-day delivery can be rescheduled this way.
Next-day delivery
If the patient chooses a next-day slot, they choose their courier (Royal Mail or DPD) at the time of booking. Our partner courier collects the order the evening before, and it's out for delivery the following day. The patient is sent a time slot, along with a PIN code if the delivery requires one.
🗒️ Note: Courier choice is restricted for orders containing Schedule 2-5 controlled medications, which can only be delivered via DPD. See Controlled Drug Deliveries for details.
🗒️ Note: If a next-day delivery is missed, it's automatically reattempted. The number of reattempts depends on the courier and how long they've had possession of the parcel, typically 2 to 3 attempts in total before the order is treated as delayed. If the order is with Royal Mail, the patient also has the option to collect it or choose a safe place for delivery.
Keeping the patient updated
The patient receives email updates at every stage so they can track their delivery. Once delivered, they're sent an itemised invoice by email.