This article was created on 24/03/2020 and will be updated frequently. Last updated 27/03/2020.
We are seeing an increased demand for our service at present and are working around the clock to make sure patients get their medication. Check back here daily for the latest updates.
Orders and processing
- For those ordering their medication, it may take up to 10 days for us to process your order so please bear with us.
- Once your GP has approved your prescription, we’re generally dispensing and dispatching orders within 5 working days.
- Royal Mail are currently operating as usual to deliver our parcels to you. They are also classed as an essential business by the Government. You can find their latest updates here: Coronavirus update
- We have good availability across the majority of medicines, with our suppliers continuing to deliver to us as normal. There are certain medicines that are temporarily running short across the country, and so we urge patients not to over order or stockpile medication.
- Temporary medicine shortages like this have been common in recent years; not just during this pandemic. We expect that there will be enough medicines for everyone, as long as patients don’t order more than they need.
- When items are out of stock, we will do our best to inform you of delays and provide the options available to you.
- If you require a supply of your medication urgently, you should contact your GP in the first instance to issue an emergency prescription. Your GP surgery may be very busy at the moment so you may have to wait longer than usual to speak to someone.
- The GP may write you a prescription for a shorter supply than normal, to tide you over.
- You may wish to ask your GP for a paper prescription just on this occasion, rather than an electronic prescription, so you can take it to the most convenient local pharmacy near you; and to make it easier for you if one pharmacy is out of stock of one or more of your medicines.
- Your local pharmacy might be able to offer an emergency supply of medication, without a prescription. There may be a cost for this service. Please read the NHS advice about this here: Where can I get an emergency supply of medicine?
- GPs are currently issuing prescriptions within their normal timeframes.
- You may experience a delay in getting through to us on the telephone which we are working hard to reduce. We are experiencing more incoming calls than normal. Please see below for the best ways to contact us at the moment.
Although it may take us an extra few days to process your order, we’d like to assure you that we’re putting special measures in place and doing everything we can to ensure that our patients get the medication they need with minimal disruption.
While we deal with these extremely high volumes of orders, we kindly ask that you only contact us if your query is urgent, or you have less than 4 days medication before you run out.
Here are the best ways for you to get answers to your queries during this period.
Before you contact us:
There are a number of resources available which should be able to answer most queries.
Visit our dedicated coronavirus hub
In response to the spread of the virus, we’ve established a dedicated coronavirus hub on our website to give you the most up-to-date information regarding the virus and our service. You can read a statement from our CEO about how we’ll be continuing to serve our patients and look after our staff.
Read our frequently asked questions
Before contacting us, we’d always recommend taking a look at the frequently asked questions area of our website. It contains practical information such as:
- Delivery options
- How to check the status of your order
- How to change your delivery address or other account information
Use NHS services to learn more about the coronavirus
If you’d like to learn more about the coronavirus then you should head directly to the dedicated NHS website. There’s also an online symptom checker you can use to help identify if you may have been infected by the virus. NHS 111 have also set up an online service which is packed with important information.
If you still need to speak to someone:
There are multiple ways to contact us if you’re still unable to find what you’re looking for, but please be aware that our response times are currently longer than usual.
We also kindly ask that you are considerate of our teams during this stressful time. They are doing all that they can to help you. We are sorry for the delays and understand your concerns. If you can please be prepared with your account details before you contact us, this will speed up things up a bit and we can deal with as many patients as possible.
Contact us via email
If necessary, you can email us. Please note that right now, the average waiting time for an email response is approximately 30 hours.
- Email: firstname.lastname@example.org
Contact us via live chat
‘Live chat’ is available on our website throughout the day, but please note chat will not be available when the chat team is busy helping people.
- Live chat on our Help & Support page
Contact us via phone
Due to increased demand, we’re asking patients only to call us if you have less than 4 days of medication left, or in an emergency. If your call is to place your order or check on its progress then please use our automated phone service to do this, so our staff are free to handle urgent queries. You’ll need your account number to use this.
If you know your prescription hasn’t been approved yet, please try to contact your GP first.
- Our telephone number is 0113 265 0222
Contact us on social media
You can send us a direct message on either Twitter or Facebook, which we will do our best to answer as soon as we can.