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Frequently Asked Questions
General
If you have a query about your order status, please contact us at hello@healistic.net or call us on 020 3695 6288 with your order ID and we'll provide you with an update as quickly as possible.
Prescribers
Yes, any GP can utilise the Healistic e-prescriber web interface as long as they have been onboarded onto our platform. Once onboarded, they can issue an e-prescription during an in-person consultation within just a couple of clicks. After which, we will then fulfil the prescription order to get it delivered to the patient as quickly as possible.
When you issue an e-prescription on our platform you can write your own name / staff member, clinic address, contact information etc. and then tick the "Payment by clinic" checkbox so that the order is invoiced to the clinic. Our partner pharmacies are then legally able to fulfil such requests.
Press the Invite User button in Settings on the platform and type in their email address. They will then receive an onboarding link accordingly, and can pick between choosing to onboard as a "prescriber" account or an "assistant" account.
Our operations team will send a bulk supply of pre-paid envelopes for placing FP10PCD scripts into. You may place as many scripts into each envelope as you wish.
We typically send whatever is required for 2-3 months of prescribing at a time. Re-order directly by notifying the team at hello@healistic.net when the need arises.
Always inform the Healistic team when your supply of pre-paid envelopes is running low in order to be replenished quickly. If you have run out of pre-paid envelopes while waiting for replenishment then you can send envelopes via a tracked Royal Mail service: sharing with us the tracking code. The pharmacy address which is servicing any given script containing schedule 2 or 3 medications is always sent via email to the prescriber, at the point the pharmacy processes the script.
Our pre-paid postal service for physical pink scripts is Royal Mail 1st class, with a next-working-day delivery expectation from the point of posting.
Step 1) The clinician creates the digital script via the Healistic system. There is an option to attach a photo or scan of the physical document at this stage, which is optional but helps prevent delays as the pharmacy can validate the script ahead of receiving it.
Step 2) You will receive an email confirming the script has been accepted by the pharmacy, confirming that meds are in stock and that the script can be posted. The patient is also notified at this point and will be notified again once the physical document arrives at the pharmacy.
Step 3) Once the physical script arrives, the patient receives communication via text and email with a secure link to pay for and schedule delivery. Current government guidance prohibits dispensing of CD 2 & 3 medications before the physical document has arrived and been validated. Our process is designed to remove as much friction as possible for both clinician and patient, while remaining fully compliant with regulations.
Patients
Unfortunately, we are unable to assist with clinical-related queries. We recommend contacting your clinician directly, as they are best placed to support you.
These must be requested through your clinic. Once we receive the prescription from them, we’ll be happy to dispense it for you.
Payment
Please confirm the strength, form & pack size you require for the medication, if it is known. You can also find the live prices for generics medications on the Healistic platform itself when selecting one from the drop-down list.
A secure payment link will be sent to you via text message and email.
We can only accept credit card payments at the moment. Supported cards include Visa, Mastercard and American Express. Payment via ApplePay and GooglePay is possible as well for these cards.
The amount charged for the prescription consists of: Cost of the medications prescribed + pharmacist dispensing fee + £3.50 delivery fee
Delivery
Yes, we charge £3.50 per delivery for prescription orders and £5.50 for orders via our app, which helps us to pay riders above the living wage for the region they are working in.
On the day of your chosen delivery, you’ll receive a one-hour time slot indicating when the driver is expected to arrive.
If you miss your scheduled delivery, a redelivery will be automatically attempted the following day. A new one-hour time slot will be sent to you the next morning via text and email.
Please email us at hello@healistic.net or call us on 020 3695 6288, and we’ll be happy to amend this for you.
If anything is incorrect or missing, please email us at hello@healistic.net or call us on 020 3695 6288, and we’ll resolve it as quickly as possible.
We deliver your prescription in plain & tamper-proof packaging. If there are any visible signs of damage or tampering to the external packaging, please do not accept delivery and immediately contact us.
Patient safety is our highest priority, so we will not be able to hand over medication without receiving a delivery confirmation code from you in-person. We can alternatively accept any form of valid ID providing the named individual matches the addressee details on the prescription order.
Medication delays
Please contact us at hello@healistic.net with the strength, form and pack size you require, if known, and our team will respond within 24 hours, Monday to Saturday.
For prescriptions that include controlled substances, we are unable to dispense until the original paper script has been received and validated at the pharmacy. Once it arrives, we will confirm with you and arrange delivery at your convenience. We offer next-day delivery and operate 7 days a week, so we'll be in touch as soon as the script is ready to be dispensed.
Certain medications can at times be very scarce, so will take us a bit more time to source. This isn't a frequent occurrence, but when it does happen the pharmacy will let you know the exact number of hours of delay. The pharmacy then gets to work to source your medication and, in the meantime, we will always try to reach out personally, ensuring you're kept fully in the loop.