Frequently asked questions

Being in the industry for more than 15 years, Personal Homecare Pharmacy has worked alongside patients, families, and healthcare professionals to deliver trusted homecare services. Under the leadership of superintendent pharmacist Sophia Suleman, our work is regulated by the MHRA and GPhC, ensuring the highest standards of safety and care. Learn more about us.

We help support patients across a range of therapies, including gastroenterology, rheumatology, dermatology, ophthalmology, oncology and fertility treatments.

Our services are typically funded by the NHS or private insurance, this means there is no direct cost to patients.

If you haven't logged in to our portal before, press 'Forgot Password?' and enter your email to receive a link - allowing you to set a password. You can then use these details in future to log in. If you do not receive a link, please contact our customer support team for personal assistance.

To reset your password, press 'Forgot Password?' on the portal page. Then, enter your email to receive a link to reset your password. Follow the link on your email to finish resetting. If you do not receive a link, please contact our customer support team for personal assistance.

If you no longer wish to use our Portal, you may contact us in order for us to deactivate your account. Please let us know if you would like us to reactivate your portal access.

We are in the final stages of developing our patient app and expect it to go live soon. Patients will be notified as soon as it is available to download

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.

Ancillaries such as syringes, needles and alcohol wipes will be provided with your medication. Sharps bins are provided upon request. If you are still unsure, please check your treatment plan or ask your healthcare professional.

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 your prescribing clinician as soon as possible. They are best placed to support you and ensure you receive the right care.

You can request a replacement sharps bin through the patient portal or by contacting our customer support team, who will be happy to help.

If your sharps bin is full, it can be collected with your scheduled delivery. If you don’t have a delivery due, please contact our customer support team and they will arrange a collection for you.

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.

To change your delivery date or time, please contact our support team at least 24 hours before your scheduled delivery.

You can cancel a delivery through the patient portal or by contacting our support team, who will confirm the cancellation with you.

If someone else will be collecting your medication on your behalf, please provide their details through the portal or contact our support team so we can update your records.

If your delivery has been missed, please contact us as soon as possible so we can arrange a new delivery date.

If you are not at home, the courier will return your parcel to their depot. We will then contact you to rearrange delivery at a convenient time.

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.

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.

Yes. We can arrange collection of unused medication that we have supplied, or you can return it to your local pharmacy if that is more convenient.

If there is a problem with your order, please let us know within 24 hours of receiving it. We will investigate promptly and put things right.

You can track your order on our shipping and delivery page. If you need any help, our support team will be happy to assist you.