Frequently asked questions

We have been in the industry for over 15 years, we have developed our understanding and technologically advanced business systems to provide an industry-leading “customer” experience to all of our patients and their referring clinical teams. Our promise is to provide exceptional pharmaceutical homecare services delivering a reliable and modern personal experience.

We have implemented modern e-commerce business systems to bring new ideas to homecare services. We are constantly looking to innovate and apply our expertise to new therapy areas catering for both NHS and private patients.

We're a fully regulated and registered online pharmacy who follow strict ethical guidelines. Our dispensing and dispatch facilities are located in Leicester, UK.

Our superintendent pharmacist is Sophia Suleman whose details can be verified on the GPhC website.

We hold an MHRA license and follow GDP guidelines, we also use an ISO 9001 QMS system for peace of mind.

Learn more About Us.

Our services support various therapies, including gastroenterology, rheumatology, dermatology, and ophthalmology and fertility ensuring that patients receive timely access to vital treatments in the comfort of their homes, we are continually looking at expanding our offering.

Your clinic will send us your prescription via secure email or through our electronic prescription portal.

Once your clinic has emailed your prescription and your order has been placed, our team will carefully check your prescription and you will receive a One Time Link that will allow you to select a suitable delivery date.

We can deliver to any address in mainland UK*, in some cases a signature may be required for the delivery. Currently we can only offer full day delivery slots between 8am-6pm. All deliveries must be received by the named recipient or another authorised party, they cannot be left unattended or in a safe place.

Deliveries can be made to a home or work address (Please note we cannot deliver to large institutions where deliveries are likely to be lost such as universities or hospitals).

*Deliveries to Northern Ireland, Scottish Highlands and offshore islands may take slightly longer, in most cases they are a 2-day service. We can advise on exact details when we arrange your delivery.

Due to Brexit we can no longer delivery outside of the UK. If you are travelling out of the UK on holiday we can still help with providing a letter to assist with travelling with your medication in most cases your prescription copy and packing note will be sufficient. shipping page.

After your prescription has been received by our team, we will check it and process it according to your clinic's instructions.

Next you will receive an email or text where you can access the secure patient portal to arrange your delivery for a convenient day. You will be asked for your DOB in order to access this portal.

You will receive a text message close to your delivery date with a narrower delivery slot so you can arrange your day accordingly.

For medication required urgently, a member of the Personal Homecare Pharmacy Team will call to arrange delivery. If you require medication for the following day and have not heard from our team, please call us on 01827 438775.

Please note all prescriptions for your order must be electronically signed and completed by your clinic before 12pm, 1 working day before your expected delivery date. In the event your prescriptions has not been received in time a member of our team will contact you to rearrange a suitable delivery date.

Yes. Your medication is delivered in unmarked and secure packaging. All deliveries are made using discreet packaging so that the contents or sender details are unknown until the parcel has been opened.

1. For ambient(room temperature) medication, this will arrive in a black parcel or a brown box.
2. For cold chain(refrigerated) medication, this will arrive in a blue bag or white box.

All items that require refrigeration will be in refrigerated packaging or stored in refrigerated conditions by the courier.

The items will have a “Fridge sticker” on the bag and a “Keep Refrigerated” sticker on the outer packaging.

Always follow the temperature-specific storage instructions marked on the delivery invoice sent with the delivery.

It is important to open the contents of your cold chain parcels and store the medication inside a fridge between +2°C and +8°C. Never put your medication in the freezer and ensure your medication does not touch the sides or back of the fridge to avoid frost/moisture forming. Always keep medication or parcels away from heat sources or direct sunlight.

Where deliveries are made to a workplace, please ensure your parcels are stored correctly. Where deliveries arrive in refrigerated packaging, and you do not have access to a fridge, do not open the white box. Medication can be kept in the sealed white box until the end of the day.*

If they are delivered without refrigerated packaging, ensure they are stored in a fridge as afore mentioned.

*For deliveries made on a 2-day service (see "What are the delivery options section?"), the cold chain medication must be stored in a fridge as soon as you have received it and then stored in refrigerated packaging when transporting it to your home.

Our pharmacy offers a convenient and environmentally friendly service for the collection of unwanted medication that has been dispensed by us. Simply contact us to arrange for one of our drivers to collect your unused medicines at your convenience.

or take it to your local pharmacy.

See our full returns policy.

Some local pharmacies may be able to dispose of unused medication or ancillaries if that is a convenient option. In the event your local pharmacy does not participate or able accept certain products such as sharps bins or needles, please contact your local council who can help you arrange the appropriate disposal of these items.

You can track your order from this page using the tracking details which would have been sent to you after dispatching your order.

You should also receive a notification from the courier with a 2 hour time slot once they have organised your order for delivery.

If you require any further assistance please contact us on 01827 438775 where a member of our team will be more than happy to assist you.

If you have a large amount of medication on the prescription but do not require them all at the same time, we can hold on to the prescription and dispatch the medication to you at a later stage.

In most cases, deliveries are made between 8 am and 6 pm and a 2-hour time slot are provided by SMS on the day of delivery.

If you are not at home when delivery is made, our couriers will fail the delivery and it will not be able to delivered the same day. They will take your parcel back to the nearest hub and you will need to re-arrange another delivery date and time with us.

We aim to respond to all email queries within 1 working day.

If you have an urgent query, call us on 01827 438775, Monday to Friday 9:00 am to 5:00 pm.

Further contact details are available on our Contact Us page.

We should be informed of any incorrect orders or damaged medications within 24 hours of the date they are received. Should you come across such issues, please contact our customer service team straight away or call us on (+44) 01827 438775.

We aim to provide the highest possible standards of service to our customers and thrive to improve at every opportunity. We can appreciate that there may be times where you may want to share your feedback, suggestion or complaints. If, for any reason you are dissatisfied by our service please contact us where a manager will fully investigate the issue and you will receive a detailed response to your complaint. We focus on making improvements and therefore we will ensure a prompt response and a quick resolution to your complaint.

If you feel the issue you wish to complain about can be resolved with us please contact us and ask to speak to the duty complaints pharmacist.

Alternatively, we also operate a complaints procedure as part of the NHS system of dealing with complaints. Our procedure meets national criteria & our pharmacist can give you further information.

You can also raise your concerns by getting in touch with regulatory bodies, such as the General Pharmaceutical Council. https://www.pharmacyregulation.org/content/how-do-i-make-complaint-about-pharmacy-or-pharmacist

Alternatively, please write to: Personal Homecare Pharmacy, Complaints Department 9-11 High View Close Hamilton Office Park Leicester LE4 9LJ

Click here for more information regarding complaints

Please see our dedicated page on how to dispose of your needles and sharps bins safely.