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title: "Frequently Asked Questions | Healistic"
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> Index of every page on this site: [llms.txt](https://healistic.net/llms.txt)

# **Frequently Asked Questions**

## **General**

###

Healistic is a digital e-prescribing platform with medication fulfilment built in, that connects clinics, pharmacies and patients in one place.

Once a prescription is issued through the platform, Healistic handles the fulfilment and delivery, helping patients receive medication quickly, often within 24 hours.

###

- **Free to use** - no setup costs, subscription fees or ongoing platform charges.
- **50+ UK pharmacy partners** - giving patients more choice and reducing the risk of medication stock shortages.
- **Delivery in 2 hours in London, Manchester and Birmingham, and next-day delivery UK wide** - helping patients receive medication quickly.
- **Schedule 2-5 controlled drug support** - fully compliant prescribing and fulfilment for controlled medications.
- **One platform for the entire prescribing journey** - prescriptions, payments, pharmacy fulfilment and delivery tracking in one place.
- **Transparent medication pricing** - patients see costs before paying, with no hidden surprises.
- **Less time spent on admin** - no more managing pharmacy relationships or chasing prescription queries. Our customer service team handles this for you.
- **A better patient experience** - real-time updates, flexible delivery options and prescription tracking from start to finish.

###

Yes. Healistic is built with safety at its core.

The platform includes clinical safeguards like dosage checks, medication interaction checks, allergy tracking and online prescription records. This not only keeps patients safe, but also gives prescribers an extra layer of protection.

It is also fully GDPR compliant, meaning patient and clinic data is highly secure.

Prescriptions are all fulfilled through a regulated network of licensed UK pharmacies.

###

We take privacy and security seriously. Healistic is fully GDPR compliant and uses secure systems to protect patient and clinic data. You can read more in our [Privacy Policy](https://healistic.net/legal/privacy-policy).

###

Most clinicians can be onboarded in just a few minutes. Once your account has been verified, you'll be able to issue prescriptions through Healistic straight away. If you want to book a 10 minute demo, our team would be happy to talk you through all the features of the platform too.

## **Prescribers**

###

Yes. Healistic is designed to fit into how your clinic already works, helping you issue prescriptions and manage fulfilment without creating extra work for your team.

###

Absolutely. Through your clinic account, you can invite anyone with a prescriber level account to prescribe on behalf of your clinic.

This makes it easy to manage multiple prescribers across an entire clinic.

###

No, Healistic already has a nationwide network of over 50 licensed pharmacies in place. We manage the pharmacy side of the process so you don't need to spend time sourcing partners or coordinating fulfilment.

###

Once a prescription has been issued, Healistic manages the fulfilment process from start to finish. Our customer services team also handles pharmacy and delivery-related patient questions for you, reducing the number of calls and emails your team needs to deal with.

###

Healistic works with a nationwide network of more than 50 pharmacies, meaning if one is unable to fulfil the medication request, another can step in. This significantly reduces the risk of any stock shortages.

###

Yes. If your clinic would like to cover the cost of a patient's medication, you will need to set this up in your account settings and then select the 'clinic payment' option when issuing the prescription.

###

For Schedule 2 and 3 controlled medications, UK regulations require the original paper prescription to be received and validated by the pharmacy before dispensing the medication.

FP10 prescription forms can be sent to Healistic using a free Royal Mail prepaid returns label, generated in under a minute via the Royal Mail Returns Portal. Once you have your label, you can print it and post from any Royal Mail drop-off point, or use the QR code sent to your email if you don't have access to a printer.

Healistic's platform also allows clinicians to attach a digital version of the script when the prescription is issued, so pharmacists can see it ahead of time. Once the physical prescription arrives, the pharmacy will be able to legally dispense the medication.

## **Patients**

###

Patients in Greater London, Manchester and Birmingham can receive medication within as little as two hours. Across the rest of the UK, delivery can occur within 24 hours.

###

No, patients' medication is delivered directly to their chosen address, meaning they don't have to worry about going to a pharmacy in-person.

###

Private prescription prices work differently from NHS prescriptions, which means the cost of your medication can vary between pharmacies. This is because prices are based on the current cost of sourcing the medication, which can change due to things like supply shortages or manufacturer pricing.

At Healistic, we agree clear, standardised pricing with all of our partner pharmacies, so you'll pay the same price no matter which Healistic pharmacy dispenses your prescription. If you're ever unsure why a medication costs what it does, just ask, we're always happy to explain.

###

Because Healistic works with more than 50 pharmacy locations across the UK, we can often source medication from elsewhere within our network if one pharmacy is having stock issues.

However, in the very rare scenario that medication is out of stock, the pharmacy will reject the order before the patient pays, so they will never be charged for out of stock items. From there, the platform will let them know when the stock may become available again, so they can decide whether to wait or go elsewhere.

We also have a 'self-collect' function where patients can request an e-script code for them to take to their local pharmacy if needed.

###

We keep patients updated throughout the process via email and text message, including payment confirmation, fulfilment updates and delivery information.

###

For questions about side effects, dosage or treatment plans, patients should contact their clinician directly. If they have questions about the delivery of their medication, Healistic's customer service team is here to help.

###

Repeat prescriptions should be requested through the clinic or prescriber. Once the prescription has been issued, we'll take care of the fulfilment and delivery.

## **Payment**

###

Once your prescription is ready, we'll send you a secure payment link by email and text message to pay.

###

We accept all major credit and debit cards, including Visa, Mastercard and American Express. Apple Pay and Google Pay are also available.

![American Express](https://static.healistic.net/website/icons/american-express.svg)

![Mastercard](https://static.healistic.net/website/icons/mastercard.svg)

![Visa](https://static.healistic.net/website/icons/visa.svg)

![Google Pay](https://static.healistic.net/website/icons/google-pay.svg)

![Apple Pay](https://static.healistic.net/website/icons/apple-pay.svg)

###

The total price includes the medication itself, the pharmacy dispensing fee and delivery.

## **Delivery**

###

Delivery costs vary between £3.50-£5.50 depending on your location and chosen time slot. Any delivery charges will be shown clearly before payment.

###

For next-day delivery, you'll receive a one-hour time slot indicating when the driver is expected to arrive on the day of your chosen delivery.

###

With Healistic, your medication will always be delivered using a secure, tracked service. The delivery process varies slightly depending on the courier you choose, but each option is designed to make sure your prescription reaches you safely.

- **DPD:** You'll receive a 1-hour delivery slot and a unique 4-digit PIN by text and email, which must be given to the driver before your medication can be handed over.
- **Royal Mail:** You'll receive a delivery time slot and can choose a safe place or alternative delivery option through Royal Mail using your tracking details.
- **Healistic Same-Day Delivery:** Available across Greater London, Manchester and Birmingham in 2-3 hour delivery windows. If you miss your delivery, we'll help you reschedule it.

For all delivery methods, please add any delivery instructions when placing your order, as delivery addresses cannot be changed once your prescription has been dispatched.

###

We deliver your prescription in plain, tamper-proof packaging. If there are any visible signs of damage to the external packaging, please do not accept delivery and immediately contact us.

###

This depends on the delivery service you've chosen:

- **DPD:** If you miss your delivery, DPD will automatically attempt delivery again the next day. You'll receive a new delivery window, and someone aged 18 or over will need to provide the 4-digit PIN to accept the parcel.
- **Royal Mail:** If delivery isn't successful, Royal Mail will automatically try again the following day. If the second attempt is missed, your medication will usually be returned to your local Royal Mail delivery office for collection.
- **Healistic Same-Day Delivery:** If you miss your delivery, your medication will be returned to the pharmacy and you'll receive a link to reschedule your delivery.

For the best chance of a successful delivery, make sure any delivery instructions are added when placing your order, and provide a UK mobile number if you're using our same-day delivery service in London, Manchester or Birmingham.

## **Order Support**

###

In many cases, yes. Please email us at [hello@healistic.net](mailto:hello@healistic.net) or call us on [020 3695 6288](tel:02036956288), and we'll be happy to amend this for you.

###

Once you have paid, you are able to login and see the progress of your order using your order number (GP0..) and your date of birth.

If you have any problems with your order, simply contact our support team with your order number and we'll be happy to provide you with an update.

###

Medication shortages can occasionally affect availability across the UK. If this happens, we'll keep you fully informed, explain the reason for the delay and work to source your medication as quickly as possible.

###

Please check that the item you were expecting to receive is on your prescription - if it is not, the pharmacy has dispensed according to the prescription and this can be raised with your clinic.

If the item is on the prescription and you have not received this - please send us a clear photo of the items you received, including the label, and your order number (GP0...).

We will investigate this with the pharmacy and upon confirmation, we can reach out to you to arrange delivery of any missing items.

###

You can reach our team by email at [hello@healistic.net](mailto:hello@healistic.net) or by phone on [020 3695 6288](tel:02036956288).

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The entire Healistic team is very professional, responsive and friendly, standing ready to support my staff and me at any moment."},{"@type":"Review","author":{"@type":"Person","name":"Dr. Alex Pavlovic","jobTitle":"Psychiatrist"},"reviewRating":{"@type":"Rating","ratingValue":5,"bestRating":5,"worstRating":1},"reviewBody":"The platform is intuitive and easy to use, the team is highly responsive to feedback, and they are always very helpful. My patients are extremely satisfied with the service and consistently provide very positive feedback. I would highly recommend Healistic."},{"@type":"Review","author":{"@type":"Person","name":"Visha Trotman","jobTitle":"Practice Manager"},"reviewRating":{"@type":"Rating","ratingValue":5,"bestRating":5,"worstRating":1},"reviewBody":"Healistic is a very convenient way for clinics to create prescriptions for their patients. 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Thank you"},{"@type":"Review","author":{"@type":"Person","name":"Jack","jobTitle":"Product Practice Manager"},"reviewRating":{"@type":"Rating","ratingValue":5,"bestRating":5,"worstRating":1},"reviewBody":"Once I ordered, super speedy delivery - to be honest, I hadn't read that the delivery USP was so quick with emphasis on the same hour/day… with that my mental model was different and therefore my expectations were blown out. Really nicely executed; packaging was nice and simple too."},{"@type":"Review","author":{"@type":"Person","name":"Tiffany","jobTitle":"Finance Professional"},"reviewRating":{"@type":"Rating","ratingValue":5,"bestRating":5,"worstRating":1},"reviewBody":"I really enjoyed using the service, it's very convenient and easy, the delivery is also usually quick. It's perfect for those lazy days where you don't feel like running around getting your products but also when you're really sick, it's essential to have someone able to deliver your medicines on-demand. 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If you want to book a 10 minute demo, our team would be happy to talk you through all the features of the platform too."}},{"@id":"https://healistic.net/faq#/schema/question/6","@type":"Question","inLanguage":"en-GB","name":"Can I use Healistic alongside my existing clinic software?","acceptedAnswer":{"@type":"Answer","text":"Yes. Healistic is designed to fit into how your clinic already works, helping you issue prescriptions and manage fulfilment without creating extra work for your team."}},{"@id":"https://healistic.net/faq#/schema/question/7","@type":"Question","inLanguage":"en-GB","name":"Can multiple prescribers use the same clinic account?","acceptedAnswer":{"@type":"Answer","text":"Absolutely. Through your clinic account, you can invite anyone with a prescriber level account to prescribe on behalf of your clinic. This makes it easy to manage multiple prescribers across an entire clinic."}},{"@id":"https://healistic.net/faq#/schema/question/8","@type":"Question","inLanguage":"en-GB","name":"Do I need to manage pharmacy relationships myself?","acceptedAnswer":{"@type":"Answer","text":"No, Healistic already has a nationwide network of over 50 licensed pharmacies in place. We manage the pharmacy side of the process so you don't need to spend time sourcing partners or coordinating fulfilment."}},{"@id":"https://healistic.net/faq#/schema/question/9","@type":"Question","inLanguage":"en-GB","name":"How does Healistic reduce administrative workload?","acceptedAnswer":{"@type":"Answer","text":"Once a prescription has been issued, Healistic manages the fulfilment process from start to finish. Our customer services team also handles pharmacy and delivery-related patient questions for you, reducing the number of calls and emails your team needs to deal with."}},{"@id":"https://healistic.net/faq#/schema/question/10","@type":"Question","inLanguage":"en-GB","name":"What if medication is out of stock?","acceptedAnswer":{"@type":"Answer","text":"Healistic works with a nationwide network of more than 50 pharmacies, meaning if one is unable to fulfil the medication request, another can step in. This significantly reduces the risk of any stock shortages."}},{"@id":"https://healistic.net/faq#/schema/question/11","@type":"Question","inLanguage":"en-GB","name":"Can clinics pay for patient prescriptions?","acceptedAnswer":{"@type":"Answer","text":"Yes. If your clinic would like to cover the cost of a patient's medication, you will need to set this up in your account settings and then select the 'clinic payment' option when issuing the prescription."}},{"@id":"https://healistic.net/faq#/schema/question/12","@type":"Question","inLanguage":"en-GB","name":"How are controlled drug prescriptions handled?","acceptedAnswer":{"@type":"Answer","text":"For Schedule 2 and 3 controlled medications, UK regulations require the original paper prescription to be received and validated by the pharmacy before dispensing the medication. FP10 prescription forms can be sent to Healistic using a free Royal Mail prepaid returns label, generated in under a minute via the Royal Mail Returns Portal. Once you have your label, you can print it and post from any Royal Mail drop-off point, or use the QR code sent to your email if you don't have access to a printer. Healistic's platform also allows clinicians to attach a digital version of the script when the prescription is issued, so pharmacists can see it ahead of time. Once the physical prescription arrives, the pharmacy will be able to legally dispense the medication."}},{"@id":"https://healistic.net/faq#/schema/question/13","@type":"Question","inLanguage":"en-GB","name":"How quickly can patients receive their medication?","acceptedAnswer":{"@type":"Answer","text":"Patients in Greater London, Manchester and Birmingham can receive medication within as little as two hours. Across the rest of the UK, delivery can occur within 24 hours."}},{"@id":"https://healistic.net/faq#/schema/question/14","@type":"Question","inLanguage":"en-GB","name":"Do patients need to visit a pharmacy?","acceptedAnswer":{"@type":"Answer","text":"No, patients' medication is delivered directly to their chosen address, meaning they don't have to worry about going to a pharmacy in-person."}},{"@id":"https://healistic.net/faq#/schema/question/15","@type":"Question","inLanguage":"en-GB","name":"Why are Healistic's medication prices different from other pharmacies?","acceptedAnswer":{"@type":"Answer","text":"Private prescription prices work differently from NHS prescriptions, which means the cost of your medication can vary between pharmacies. This is because prices are based on the current cost of sourcing the medication, which can change due to things like supply shortages or manufacturer pricing. At Healistic, we agree clear, standardised pricing with all of our partner pharmacies, so you'll pay the same price no matter which Healistic pharmacy dispenses your prescription. If you're ever unsure why a medication costs what it does, just ask, we're always happy to explain."}},{"@id":"https://healistic.net/faq#/schema/question/16","@type":"Question","inLanguage":"en-GB","name":"What if medication is out of stock?","acceptedAnswer":{"@type":"Answer","text":"Because Healistic works with more than 50 pharmacy locations across the UK, we can often source medication from elsewhere within our network if one pharmacy is having stock issues. However, in the very rare scenario that medication is out of stock, the pharmacy will reject the order before the patient pays, so they will never be charged for out of stock items. From there, the platform will let them know when the stock may become available again, so they can decide whether to wait or go elsewhere. We also have a 'self-collect' function where patients can request an e-script code for them to take to their local pharmacy if needed."}},{"@id":"https://healistic.net/faq#/schema/question/17","@type":"Question","inLanguage":"en-GB","name":"How can patients track their orders?","acceptedAnswer":{"@type":"Answer","text":"We keep patients updated throughout the process via email and text message, including payment confirmation, fulfilment updates and delivery information."}},{"@id":"https://healistic.net/faq#/schema/question/18","@type":"Question","inLanguage":"en-GB","name":"Who should patients contact if they have questions about their medications?","acceptedAnswer":{"@type":"Answer","text":"For questions about side effects, dosage or treatment plans, patients should contact their clinician directly. If they have questions about the delivery of their medication, Healistic's customer service team is here to help."}},{"@id":"https://healistic.net/faq#/schema/question/19","@type":"Question","inLanguage":"en-GB","name":"How do patients request a repeat prescription?","acceptedAnswer":{"@type":"Answer","text":"Repeat prescriptions should be requested through the clinic or prescriber. Once the prescription has been issued, we'll take care of the fulfilment and delivery."}},{"@id":"https://healistic.net/faq#/schema/question/20","@type":"Question","inLanguage":"en-GB","name":"How do I pay for my prescription?","acceptedAnswer":{"@type":"Answer","text":"Once your prescription is ready, we'll send you a secure payment link by email and text message to pay."}},{"@id":"https://healistic.net/faq#/schema/question/21","@type":"Question","inLanguage":"en-GB","name":"Which payment methods do you accept?","acceptedAnswer":{"@type":"Answer","text":"We accept all major credit and debit cards, including Visa, Mastercard and American Express. Apple Pay and Google Pay are also available."}},{"@id":"https://healistic.net/faq#/schema/question/22","@type":"Question","inLanguage":"en-GB","name":"What does the price include?","acceptedAnswer":{"@type":"Answer","text":"The total price includes the medication itself, the pharmacy dispensing fee and delivery."}},{"@id":"https://healistic.net/faq#/schema/question/23","@type":"Question","inLanguage":"en-GB","name":"How much does delivery cost?","acceptedAnswer":{"@type":"Answer","text":"Delivery costs vary between £3.50-£5.50 depending on your location and chosen time slot. Any delivery charges will be shown clearly before payment."}},{"@id":"https://healistic.net/faq#/schema/question/24","@type":"Question","inLanguage":"en-GB","name":"How do I know when my medication will arrive?","acceptedAnswer":{"@type":"Answer","text":"For next-day delivery, you'll receive a one-hour time slot indicating when the driver is expected to arrive on the day of your chosen delivery."}},{"@id":"https://healistic.net/faq#/schema/question/25","@type":"Question","inLanguage":"en-GB","name":"How do I know my medication won't be delivered somewhere else by mistake?","acceptedAnswer":{"@type":"Answer","text":"With Healistic, your medication will always be delivered using a secure, tracked service. The delivery process varies slightly depending on the courier you choose, but each option is designed to make sure your prescription reaches you safely. DPD: You'll receive a 1-hour delivery slot and a unique 4-digit PIN by text and email, which must be given to the driver before your medication can be handed over.Royal Mail: You'll receive a delivery time slot and can choose a safe place or alternative delivery option through Royal Mail using your tracking details.Healistic Same-Day Delivery: Available across Greater London, Manchester and Birmingham in 2-3 hour delivery windows. If you miss your delivery, we'll help you reschedule it. For all delivery methods, please add any delivery instructions when placing your order, as delivery addresses cannot be changed once your prescription has been dispatched."}},{"@id":"https://healistic.net/faq#/schema/question/26","@type":"Question","inLanguage":"en-GB","name":"How is my medication packaged?","acceptedAnswer":{"@type":"Answer","text":"We deliver your prescription in plain, tamper-proof packaging. If there are any visible signs of damage to the external packaging, please do not accept delivery and immediately contact us."}},{"@id":"https://healistic.net/faq#/schema/question/27","@type":"Question","inLanguage":"en-GB","name":"What happens if I miss my delivery?","acceptedAnswer":{"@type":"Answer","text":"This depends on the delivery service you've chosen: DPD: If you miss your delivery, DPD will automatically attempt delivery again the next day. You'll receive a new delivery window, and someone aged 18 or over will need to provide the 4-digit PIN to accept the parcel.Royal Mail: If delivery isn't successful, Royal Mail will automatically try again the following day. If the second attempt is missed, your medication will usually be returned to your local Royal Mail delivery office for collection.Healistic Same-Day Delivery: If you miss your delivery, your medication will be returned to the pharmacy and you'll receive a link to reschedule your delivery. For the best chance of a successful delivery, make sure any delivery instructions are added when placing your order, and provide a UK mobile number if you're using our same-day delivery service in London, Manchester or Birmingham."}},{"@id":"https://healistic.net/faq#/schema/question/28","@type":"Question","inLanguage":"en-GB","name":"Can I change my delivery slot?","acceptedAnswer":{"@type":"Answer","text":"In many cases, yes. Please email us at hello@healistic.net or call us on 020 3695 6288, and we'll be happy to amend this for you."}},{"@id":"https://healistic.net/faq#/schema/question/29","@type":"Question","inLanguage":"en-GB","name":"Where is my order?","acceptedAnswer":{"@type":"Answer","text":"Once you have paid, you are able to login and see the progress of your order using your order number (GP0..) and your date of birth. If you have any problems with your order, simply contact our support team with your order number and we'll be happy to provide you with an update."}},{"@id":"https://healistic.net/faq#/schema/question/30","@type":"Question","inLanguage":"en-GB","name":"What happens if my medication is delayed?","acceptedAnswer":{"@type":"Answer","text":"Medication shortages can occasionally affect availability across the UK. If this happens, we'll keep you fully informed, explain the reason for the delay and work to source your medication as quickly as possible."}},{"@id":"https://healistic.net/faq#/schema/question/31","@type":"Question","inLanguage":"en-GB","name":"What should I do if something is missing or incorrect?","acceptedAnswer":{"@type":"Answer","text":"Please check that the item you were expecting to receive is on your prescription - if it is not, the pharmacy has dispensed according to the prescription and this can be raised with your clinic. If the item is on the prescription and you have not received this - please send us a clear photo of the items you received, including the label, and your order number (GP0...). We will investigate this with the pharmacy and upon confirmation, we can reach out to you to arrange delivery of any missing items."}},{"@id":"https://healistic.net/faq#/schema/question/32","@type":"Question","inLanguage":"en-GB","name":"How can I contact Healistic?","acceptedAnswer":{"@type":"Answer","text":"You can reach our team by email at hello@healistic.net or by phone on 020 3695 6288."}},{"@id":"https://healistic.net/#logo","@type":"ImageObject","caption":"Healistic","contentUrl":"https://static.healistic.net/shared/Healistic_Purple_Logo.png","inLanguage":"en-GB","url":"https://static.healistic.net/shared/Healistic_Purple_Logo.png"}]}
```

## Sitemap

See the full [sitemap](https://healistic.net/sitemap.md) for all pages.