CoronaVirus Update: No Processing Delays

Frequently Asked Questions

Got questions about the Peak Pharmacy Online NHS Electronic Prescription Service? Then you've come to the right place.

Why trust the team TravelPharm and the team at Peak Pharmacy Online?

Because we are the same company.  The Manor Drug Company (Nottingham) Limited owns and operates several brands these include TravelPharm and Peak Pharmacy Online.  All the great 5* Trustpilot reviews reflect the service you will get from our NHS offering.  If this wasn't enough to convince you then our parent company PCT Healthcare own and operate over 100 community pharmacies across the midlands dispensing the nations NHS prescriptions every year!  

This page should help you with most of your frequently asked questions on our service, but nothing is one size fits all so if you have a question don't hesitate to get in touch. Please use the contact us button at the bottom of the page.  

 

General Questions

Q. Who is this service suitable for?

A, Our NHS delivery service is available to everyone in England who needs an NHS prescription fulfilled.  You will need to be comfortable managing your own medicine ordering but one of the friendly team can always advise you if you get stuck or have a question.  We are a small business just like your local pharmacy, so you can count on great service and advice just the same.

Q. Is there anyone who can't use this service?

A.  The service is currently only available to individuals who live in and use GP practices in England.  So, unfortunately, the service is not available if you live in Wales, Scotland, Northern Ireland, Channel Islands or the Isle of Man  

Q. Do you have a privacy policy? How will my sensitive data be processed?

A. We do have a privacy policy.  This can be viewed at our Peak Pharmacy Online section of the Peak Pharmacy website.  In a nutshell, we will not use your sensitive health data for marketing purposes.  We will use your contact information, where appropriate, to inform you of services that the Manor Drug Company offer through non-intrusive marketing, eg email on an irregular basis.  You have the option to opt-out/unsubscribe with just one click from within every email.    

Nominating a Pharmacy

Q. How do I select you as my nominated pharmacy?

A. You do not need to do this. Once you have completed the sign-up form online and told us you wish for us to process your prescriptions, we will nominate ourselves for you.  This process is usually carried out the same day if we receive your nomination request during our standard business hours.  Please do not order any medicines before you have been nominated as it may cause confusion over where your prescription is sent.  If you want to check your nomination, just use the NHS app to see your nominated pharmacy.  

Q. I want to be nominated at two pharmacies, how can I do this?

A. Unfortunately, the NHS nomination service only allows you to have one "nominated" pharmacy.  This pharmacy should be the pharmacy you plan to use most of the time. It is possible if, for example, if you go see your doctor for them to print you a paper prescription.  We call these tokens.  These paper tokens allow you to visit any pharmacy to get your prescription dispensed, great if you need your medicines in a hurry.  

Q. I want to leave Peak Pharmacy Online (the NHS part of our business), how do I do this?

A. Easy.  We obviously don't want you to leave, but we realise this service may not be for everyone.  Thankfully the NHS has made the process of moving/switching your nomination really easy leaving you in complete control.  If you use the NHS app you can select another pharmacy (but not distance selling pharmacies like ourselves) direct from the App.  Easy!  If you don't use the NHS App simply ask your GP to change your nomination, or pop into your local community pharmacy and they can get you nominated in just a few moments.  Want to move to a different pharmacy?  Whilst we would appreciate a call or email to inform us, this is not necessary. 

Ordering

Q: How do I order my prescription?

A: You must order your prescription with your GP surgery in the usual way. Some people like to use the designated NHS app on Android or iOS to do this for convenience.  

Q. Do I have to use the NHS App?

A. No, please order how you may have ordered previously.  The NHS app will simplify the process of ordering your prescriptions and booking appointments, but we appreciate that not everyone may want to use it.  We know many people who send their repeat requests into their GP in person, some people post them, some use email and others even fax them!  Basically do what works for you and your GP surgery as it won't change how we obtain your prescription. 

Q. I've ordered my prescription, what happens next?

A. Your GP will assess your request and if appropriate will authorise (electronically sign) your prescription.  It will then be sent to us for dispensing.  It will take your GP several days from the point your prescription is generated to the point is authorised and sent.  The time frame varies from surgery to surgery and is dependant on their workload. 

Q. How will I know you have received my prescription safely?

A. Once we have received your prescription we will send you an email.  This email will confirm safe receipt of a prescription and that we are processing your order.  You will hear from us again when we despatch your medicines.  Despatch is usually 1-2 business days from us receiving your prescription.

Q. How soon in advance should I order my medicines?

A. We would encourage you to order about 10 days before you run out of medicines.  You may want to order a few days earlier perhaps.  It will take your GP a couple of days to approve your request.  It will take us 1-2 days to process your prescription and then Royal mail 2-3 days to deliver your medicine on a Tracked 48 hour parcel service.  ordinarily, it should take less than 10 days to receive your medication but things do occasionally go wrong and our priority is ensuring you do not run out.  Please, therefore, help us by ensuring you order early enough.  

 

Payment

Q. Do I have to pay for this service?

A: No.  The NHS contract forbids us from charging for delivery or management services.  If you get your prescription FREE because you are exempt from charges then we will need to know your NHS exemption to claim on your behalf.  If you are not exempt then you will pay the same NHS tariff per item that you would at your local community pharmacy.

Q. Who is entitled to FREE NHS prescriptions?

A. The following groups of people are entitled to receive NHS prescriptions for FREE:

  • Age exemption.  These include those under 16 years and over 60yrs
  • 16,17, or 18 years and in full-time education 
  • Is named one of the following exemption certificates: Maternity, Medical, Prep-Payment, War Pension, HC2 charges
  • In receipt of Income Support, Employment Support Allowance, Job Seekers Allowance, Tax Credits or Pension Credit
  • Prescribed free of charge contraception

It is important to make sure any exemptions you claim are correct.  Failing to have the right exemptions in place can lead to a fine which is levied by the NHS.  If in doubt pay for your prescription and ask for an official NHS receipt so you can claim the charges back.  NHS receipts can only be issued when a prescription is dispensed, they cannot be obtained at a later date so please ensure you ask for one if you think may need one.  

Q: My exemption has changed since I signed up. How do I inform you?

A: We know that your exemption status may change at any time, simply use the contact us form on our website to notify us of any changes. Alternatively, you can email us on pharmacy.online@pcthealthcare.com. If we are in doubt over your exemption status we will contact you to discuss.  

Q. I pay for my prescriptions, how much is it?

A: If you are not in one the categories above then you will need to pay for your NHS prescription.  The price is charged part item and it usually increases every April.  As of writing (July 20), the current charge is £9.15 per item.  This fee is a bit like a tax.  It does not reflect the price of your medicine, indeed many medicines are significantly more expensive than this but the fee is paid directly to the NHS to fund NHS services.  The prescription charge above is only applicable for prescriptions in England.  The devolved administrations of Scotland, Wales and Northern Ireland have different regulations.  

Q: I am not exempt from prescription charges and will need to pay for my prescription. How do I pay?

A: We will contact you for payment upon receipt of your prescription from your GP by phone.   Your prescription will not be shipped until we have received payment. 

 

Unforeseen Issues

Q: What if there is a problem with my prescription?

A: For the vast majority of prescriptions, there is not likely to be any problems processing your medicines. If our pharmacists encounter a problem with your prescription, they will contact you via email or phone to notify you of any delays.

Delivery

Q: My GP has prescribed an urgent antibiotic, will you be able to deliver it the next day?

A: We will do our utmost to ship urgent antibiotics as soon as possible, however, in these circumstances, it is best to ask your GP to print you a paper token (it looks like a white prescription) or to send your prescription to a local community pharmacy on a one-off basis.

Q: Can I have my prescription delivered to work or another address of my choosing?

A: Yes, absolutely. Just indicate this on the signup form, or use the contact us form to update your delivery address.  Unless you notify us of an alternate delivery address we will despatch to the address on the prescription.  Where an alternate delivery address is provided this will be used in preference each time unless you contact us directly. 

Q: How will I know if my prescription has been shipped?

A: We will send you an email once your prescription has been dispatched with a tracking number for you to track the status of your parcel.

Q: What if I am not in when my parcel is delivered?

A: Controlled drugs and refrigerated medicines will require a signature for delivery.  Controlled drugs will be shipped Monday-Friday and Refrigerated medicines Monday to Thursday.  These will usually arrive the next day.  

Some smaller packages can be safely delivered through your letterbox and will not require a signature on delivery. Larger parcels may be taken back to your local sorting office. We would recommend having your parcels delivered to an address where someone will be in to receive the delivery.  When signing up to our service you will need to confirm that you agree to letterbox deliveries.  Letterbox delivery may or may not be suitable for you and it is particularly important if you are an animal owner.  If letterbox deliveries are not suitable for your property, unfortunately, we will not be able to provide NHS prescription delivery services for you. 

 

Top