FAQs

Keep ambient (room temperature) medicines in a cool, dry place. Refrigerated medicines should be stored between +2°C and +8°C, and must not touch the sides or back of the fridge. Please do not freeze any medication.

For most patients, your clinical team sends your prescription directly to us, so there's nothing you need to do. We'll contact you to arrange delivery once it has been received and approved.

If you feel your injection device is not working, please contact your nurse or pharmacy team for guidance. Your nurse or pharmacy team will advise you on what to do, and will contact us to deliver a replacement if necessary. Please also make us aware if possible.

If you feel unwell, please reach out to the clinician who prescribed the medication as soon as possible. They are best placed to support you and ensure you receive the right care.

Any ancillaries you need to administer your medications, such as syringes, needles and alcohol wipes, will be provided. Sharps bins are provided upon request. If you are still unsure, please check your treatment plan or ask your healthcare professional.

Most of our deliveries arrive at UK addresses the next day between 8am and 6pm. All deliveries can be expected no later than three working days after dispatch, subject to stock availability and prescription approval.

We’ll send you a reminder 2-3 days before your medication is prepared, which includes a one-time link sent by SMS and email. By accessing the link, you’ll be able to check the details and make any changes to your delivery date or address.

Once we receive your prescription, we will send you a link to book your delivery at a time that works best for you. If you have less than two weeks of medication left and have not heard from us, please contact our support team so we can arrange your delivery without delay.

Yes, if you won’t be available, you can update your delivery details before your order is dispatched by clicking on the one-time link we send via email and SMS. By rescheduling your delivery date, you can help avoid delays and ensure your medication arrives when and where you expect it.

If a delivery attempt is unsuccessful, your medication will be returned to our pharmacy. Once we’ve processed it (usually the following day), we’ll send you a text message with a link to arrange a new delivery date. If you haven’t received a message, contact our support team.

If you are planning to travel, please speak with both your clinical team and our support team so we can ensure you have enough medication. We can also provide a letter to support you when travelling. If you need to keep refrigerated medication cool, you may wish to purchase a travel bag from a pharmacy or online retailer, as we do not supply these.

Most deliveries are handled by LF&E Transport, a specialist medical courier. In the rare case that a UK postcode is outside the coverage area, we use DPD. Deliveries to the Isle of White and other offshore areas are made via Royal Mail Special Delivery.

Yes, homecare prescription delivery is available across Scotland. Delivery arrangements are set up through your prescriber, hospital or care team.

Yes, a signature is required when your medication is delivered to ensure it reaches the correct person and is handled appropriately on arrival.

If your medication has been dispatched with LF&E Transport, it will arrive in bags. Blue bag contents must be refrigerated immediately, and black bag contents can be stored at room temperature.

Yes, our personal medication delivery service is available across the UK, including the Isle of Wight. The courier partner we use may vary depending on the area, but tracking information and delivery updates will always be provided.

If this happens, please contact our support team immediately so we can investigate and rearrange your appointment as quickly as possible.

We welcome and value all feedback from our patients. You can share your experience through the portal or by contacting us directly. Your comments help us to continually improve the quality of our service.

We take all concerns seriously. If you would like to make a complaint, please contact our Quality & Complaints team or refer to our Complaints Policy. We will investigate thoroughly and work with you to resolve the issue.

Our services sit alongside existing programmes rather than replace them. We work with you to align delivery, patient communication, and support so everything feels consistent from the patient's perspective.

We operate within GDP guidelines and hold the relevant MHRA and GPhC licences, with structured processes in place across dispensing, handling, and delivery.

You can access updates on prescription status, delivery progress, and patient engagement through our reporting and dashboards, so you can see how your programmes are running.

Yes. We work with healthcare companies to shape services around the needs of each therapy, including communication, delivery requirements, and patient support.

We manage all medication in line with GDP requirements, including temperature-controlled handling where needed. Full traceability is maintained throughout the delivery process to protect product integrity.

Yes. We work in partnership with you to review performance and make adjustments where needed, so the service continues to support your programme goals.

Adherence is supported through a combination of reliable delivery, patient education, and ongoing communication. By helping patients understand and manage their treatment, we reduce the risk of missed doses or drop-off.