Pharmacy FAQ’s

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Pharmacy FAQ’s 2017-05-19T09:49:37+00:00

Frequently Asked Questions

If you have any questions about any of the services offered from Murrays Pharmacy, our list of Frequently Asked Questions should help you find the answer below.

General

An NHS prescription is issued by a National Health Service (NHS) prescriber on an NHS prescription form. If you carry an exemption then the prescription is free. Alternatively, you can purchase a Prescription Pre-payment Certificate. If neither of these applies to you then you must pay a set fee per item in England (currently £8.40 per item). The prescription charge is a tax contribution to the NHS and is paid to the Department of Health. It is not a payment to the pharmacy nor does it bear any relationship to the cost of the medicine.

A private prescription is issued by a private prescriber or by your NHS prescriber if your treatment is not available under the NHS. The prescriber may also charge you for writing a private prescription. You will always be charged for a private prescription as it is not covered by any of the NHS exemptions. The charge will include the cost of the medicine. Our minimum private prescription charge is £5.10.

An NHS prescription will have the NHS logo clearly visible on the front. On the reverse of the prescription will be a form to capture details of any exemptions applicable.

/img/englishprescription.png[/fusion_image] Back of a English NHS prescription
A private prescription can be hand written or typed and has no standard format. Most private prescriptions will have a different look and feel to the normal prescriptions your prescriber will issue.

A veterinary prescription is a private prescription issued by a veterinary surgeon to treat an animal.

A repeat prescription is issued by a prescriber when you are taking regular medication for conditions like asthma, diabetes or high blood pressure, or when you’re taking a regular contraceptive etc.

If you are on repeat medication your GP will usually issue a prescription to you without seeing you each time. This may be a batch of prescriptions covering several months or you may be ordering your prescription by:

  • completing a repeat order slip each time.
  • contacting your surgery.
  • using your current pharmacy, who will be checking with you and ordering on your behalf.

Periodically your GP will then ask you to make an appointment to review your medication.

A one-off prescription is issued by a prescriber for a specific medical condition where you will only be taking the medication for a short period of time. This might be to provide some pain relief or antibiotics to treat an infection.

Our online pharmacy is based in England and therefore the prescription charges and rules in England will apply to NHS prescriptions from all parts of the UK (England, Scotland, Wales and Northern Ireland) unless the patient has a valid exemption.

If you are not entitled to free prescriptions under the exemptions mentioned above and do not live in England you will find it cheaper to obtain your medication from a local pharmacy.

You can e-mail online@pharmacy.murrays.co.uk with your contact details and our pharmacist will ring you back.

Alternatively you can contact the Pharmacy Team on 01384 900138 during our trading hours (9am to 5:30pm, Monday to Friday)

Prescription Charges

If you have an NHS prescription you may be exempt from payment if:

  • One or more of the exemptions on the reverse of the prescription apply to you
  • You have a valid prescription payment certificate
  • If neither of these applies then you will need to pay for your prescription.
  • If you have a private prescription you will always need to make a payment.

If you are still unsure and require further guidance please contact our Pharmacy Team by email: online@pharmacy.murrays.co.uk

Our online pharmacy is based in England and therefore the prescription charges and rules in England will apply to NHS prescriptions from all parts of the UK (England, Scotland, Wales and Northern Ireland) unless the patient has a valid exemption.

As of 1st April 2015 each NHS item in England costs £8.40.

The prescription charge is a contribution to the NHS and is paid to the Department of Health. It is not a payment to the pharmacy nor does it bear any relationship to the cost of the medicine.

Some prescription items carry a dual charge due to the manufacturers combining multiple products into one box. For example. two different tablets may be in the same box or a capsule and a cream may be packaged together.

Our Pharmacy Team will be able to advise you on the number of charges when you contact us to have your payment processed.

Your payment card is charged at the point at which we take your payment via the telephone.

You are entitled to free prescriptions in England if you meet any of the following criteria:

  • You are aged 60 or over.
  • You are aged under 16.
  • You are aged 16, 17 or 18 and in full-time education.
  • You are pregnant, or have had a baby in the previous 12 months, and have an exemption certificate (see below).
  • You have a listed medical condition and have an exemption certificate (see below).

You (or your partner) gets one of the following:

  • Income Support.
  • Income-based Jobseeker’s Allowance.
  • Income-related Employment and Support Allowance.
  • Pension Credit Guarantee Credit.
  • You are entitled to, or named on, a valid NHS tax credit exemption certificate.
  • You are a war pensioner–and your treatment is connected with the pensionable disability.
  • You are entitled to, or named on, a valid NHS Tax Credit Exemption Certificate.
  • You have low income and have a valid HC2 certificate (see below).
  • You are prescribed a free–of-charge contraceptive

If you are entitled to free prescriptions, you must complete the declaration on the back of each prescription and sign it before posting

Pregnant women or women who have had a child in the previous 12 months.

You need to apply for a Maternity Exemption Card, using form FW8. The form is available from doctors, nurses, midwives and health visitors. You are required to complete the form and your doctor, nurse, midwife or health visitor will also sign the form to confirm that the information given by you is correct.

You will be sent a card which will last until 12 months after the expected date of the birth (you can apply for an extension if the baby is born late).
If you have a Maternity Exemption Card all your prescriptions are free, whatever the medication is for.

Although there are many conditions requiring regular medication, only the following qualify for an exemption certificate:

Treatment for cancer; (including treatment for the effects of cancer, or treatment for the effects of a current or previous cancer treatment)

A permanent fistula requiring dressing.

Forms of hypoadrenalism such as Addison’s disease.

Diabetes insipidus and other forms of hypopituitarism

Diabetes mellitus except where treatment is by diet alone

Hypoparathyroidism.

Myxoedema (underactive thyroid) or other conditions where thyroid hormone replacement is necessary.

Myasthenia gravis.

Epilepsy requiring continuous anticonvulsive medication

A continuing physical disability which means you cannot go out without help from another person

If you have one of the specified conditions ask for an application form (FP92A) from your doctor’s surgery. You need to fill it in and your doctor (or an authorised member of the practice staff) will sign to confirm that the information you’ve given is correct. You will then be sent a Medical Exemption Certificate.

If you have a Medical Exemption Certificate all your prescriptions are free, whatever the medication is for.

Further information is available from the NHS Business Services Authority (NHS BSA).

If you are on a low income you may qualify for help with prescription charges. Your entitlement to help is based on your individual circumstances, such as your level of income, savings, etc. You will have to fill in an HC1 form ‘Claim for Help with Health Costs’ and then send it off in the prepaid envelope provided.

If you qualify for help, you will be sent an HC2 Certificate for full help, or an HC3 Certificate for partial help. The certificate will detail who is covered and how long it lasts.

If your circumstances:

change for the better – you can continue using the certificate until it expires.

change for the worse – you should make another claim.

remain unchanged – then make a new claim before the current certificate expires.

HC1 claim forms are available from:

Your JobCentre Plus office.

An NHS hospital.

The NHS Formsline, which can be reached by phone on 0845 610 1112 or textphone on 08700 102 870.

Department of Health Publications Orderline, which can be reached by phone on 0845 610 1112 or textphone on 08700 102 870.

Some GP surgeries, pharmacies, dentists or opticians may stock them.

If you have to pay for more than 4 prescriptions items in 3 months or 14 items in 12 months, you could save money by buying a PPC.

From 1st April 2016:

A 3-month PPC costs £29.10

A 12-month PPC costs £104.00

Once you have a PPC all your prescriptions during that period are included in the one-off fee.

Your PPC will be valid from the date you buy it, unless you ask for a different start date. The start date can be up to one month earlier or one month later than the date you buy the PPC.

If you’re buying a 12-month PPC, you can pay over 10 months using a direct debit payment scheme. This will help you to spread the cost.

If you have to pay for a prescription before your PPC arrives, you can claim a refund of this charge at a later date. When you pay for the prescription, ask your pharmacist to give you an NHS receipt (FP57). It’s important to remember to get an FP57 at the time, as your pharmacist can’t give you one later.
Keep your FP57: it tells you how to claim a refund. You can claim a refund of prescription charges up to three months after you pay them.

There are four ways you can buy a Prescription Prepayment Certificate (PPC):

Online: complete and submit a PPC (FP95) application form on the NHS Business Services Authority website and pay by debit or credit card.

By phone: order your PPC by calling the NHS Business Services Authority order phone line on 0845 850 0030 and pay by debit or credit card.

By post: pick up an FP95 application form from any GP surgery or pharmacy or download and print the form. Send the completed form with your cheque, postal order, credit card or debit card details to the address shown on the form.

At certain registered pharmacies in England: to check if your local pharmacy is registered either ask in your local Murrays branch or call the NHS Business Services Authority advice phone line on 0845 850 0030.

If you have to pay for a prescription and want to claim a refund for the charge at a later date, you must ask your pharmacist to give you an NHS receipt (FP57) at the time of payment. It’s important to remember to get an FP57 at the time, as your pharmacist can’t give you one later.

If you are using our online service, bring this to the attention of Pharmacy Team, when you are making payment for your prescription.

Keep your FP57: it tells you how to claim a refund. You can claim a refund of prescription charges up to three months after you pay them.

If you have a NHS prescription you will need to fully complete the back of every prescription before posting this to us, even if the same exemption applies to them all.

You will also need to complete and sign the back of every prescription if you are paying for your prescriptions, before posting this to us.

Completing the back of your prescription correctly will ensure that you receive your medication promptly e-mail online@pharmacy.murrays.co.uk leaving your contact details and one of our Pharmacy Team will call you back.

The NHS has different policies on prescription charges across the UK:

Scotland
NHS prescription charges were abolished in Scotland on the 1st April 2011. You are now entitled to free prescriptions in Scotland if you are a patient:

  • registered with a Scottish GP and you receive your prescription from a Scottish pharmacy
  • who lives in Scotland and have an entitlement card and you receive your prescriptions from a Scottish pharmacy
  • patients with Welsh, Northern Ireland or Isle of Man prescriptions

Wales

  • NHS prescription charges were abolished in Wales on the 1st April 2007.

You are now entitled to free prescriptions in Wales if you are a patient:

  • registered with a Welsh GP and you receive your prescription from a Welsh pharmacy
  • who lives in Wales and have an entitlement card and you receive your prescriptions from a Welsh pharmacy

Northern Ireland
NHS prescription charges were abolished in Northern Ireland on the 1st April 2010.

All patients (including visitors from England, Scotland and Wales) are entitled to free prescriptions.

The price of a private prescription is based on the actual cost of the medicine. We are not currently able to provide you with a price online.

If you are planning on using our online pharmacy, contact our Pharmacy Team by e-mail online@pharmacy.murrays.co.uk leaving your contact details and a member of our Pharmacy Team will call you back. We will be happy to calculate the price for you.

The minimum price for a private prescription is currently £5.10 plus any delivery costs. The VAT element will be automatically deducted.

The price of a veterinary prescription is based on the actual cost of the medicine and also includes VAT. We are not currently able to provide you with a price online.

If you are planning on using our online pharmacy, contact our Pharmacy Team by e-mail online@pharmacy.murrays.co.uk leaving your contact details and a member of our Pharmacy Team will call you back. We will be happy to calculate the price for you.

Ordering

Unless your prescriber has given you a batch of prescriptions in advance you will need to request a prescription from your surgery. Only on receipt of this prescription will we be able to supply you medication.

We can only supply you with the quantity that your prescriber has issued on your prescription. If you want to make a change to this you will need to speak to your GP’s surgery directly. The surgery staff will be able to help you further once you provide them with the reason for your change.

You will receive an e-mail from our Pharmacy team confirming that your prescription order has been dispatched.

Murrays Healthcare adheres to stringent policies and procedures that ensure the highest possible level of data and physical security. The details you provide are stored securely on our systems.

The personal information you provide will only be visible to our staff who are involved in the dispensing of your prescription.

Further details are available in our Privacy Statement here

You will need to contact your prescriber immediately to arrange for a prescription. If this is not possible you should visit your nearest pharmacy and ask to speak to the pharmacist. If the pharmacist is satisfied it may be possible to make an emergency supply to you at his/her professional discretion. You may be charged for the cost of the medicines.

Alternatively you may be able to visit a local NHS Out of Hours facility. Further details available at www.nhs.uk.

Delivery

You will need to post your prescription to us before we can dispense your order. If you are entitled to free prescriptions you must complete the declaration on the back of each prescription and sign it.

You will need to pay for the appropriate postage costs incurred.

The address to post your prescription to is:
Murrays Online Pharmacy
Glove House
Bradley Road
Stourbridge
West Midlands DY8 1UX

Our online pharmacy operates in the same way as a normal pharmacy. In order for us to supply your medication, we require an NHS or Private prescription that has been written and signed by a UK registered doctor or approved UK healthcare professional. Once we have received your prescription, we will complete your prescription order and send your medicines to you.

Orders that contain prescription medicines can be delivered to your home, place of work or to another specified UK address.

If you would like the delivery to be made at another address you must indicate this to us via email. Once your medication has left the Pharmacy it is not possible to make any changes.

The delivery cannot be signed for by anyone other than the patient or their nominated recipient or left with anyone else such as a neighbour or friend, posted through the letterbox or left in a secure area.

It is essential that the cold chain is maintained on any medication that needs to be stored in the fridge. For this reason, we use a courier service that specialises in deliveries of this nature. Depending on the type of prescription delivery charges may apply, and you will be advised of this by the Pharmacy Team, prior to processing of your prescription.

We are only able to make deliveries to customers in the UK who have prescriptions issued by a UK registered healthcare practitioner.

All deliveries for prescriptions placed online are made via Royal Mail Special Delivery, and will require a signature on delivery. The only exception to this is for prescriptions containing fridge items and/or controlled drugs, in which case a courier will be used. A signature from you or a nominated representative will be required. It cannot be left with a neighbour or in a secure location.

You will receive an e-mail notifying you when your order has been dispatched. We generally aim to have your prescription delivered to you the day following the receipt of your prescription at the online pharmacy. If you have a question or concern about the delivery of your medication, please contact our Pharmacy Team on online@pharmacy.murrays.co.uk and request a call back from us during working hours (9am to 5:30pm, Monday to Friday).

Prescription medicines always need to be signed for by an adult (over 16 years of age). Either you personally or someone who has your permission to accept the delivery on your behalf must sign for your medicines.

If you would like a nominated person to accept delivery on your behalf, you must indicate this to the Pharmacy Team either via email when ordering your prescription or verbally. The delivery will then be addressed for them. Once your medication has left the Pharmacy it is not possible to make any changes to the delivery address.

The delivery cannot be signed for or left with anyone else such as a neighbour or a friend, posted through the letterbox or left in a secure area.

If the postman/courier is unable to obtain a signature then a card will be left. This card will contain details about how to reschedule the delivery, or how you can arrange to collect your order.

The delivery cannot be signed for or left with anyone else such as a neighbour or friend, posted through the letterbox or left in a secure area.

Delivery charges will be advised, as appropriate, when payment is taken for the prescription.

Murrays Healthcare is fully committed to providing the highest standards of customer care and our aim is to ensure that you are fully satisfied with the service you have received.

If you have a problem with your delivery or are not satisfied with the service you have received please speak to our Pharmacy Team on 01384 900138 or email on online@pharmacy.murrays.co.uk

Alternatively you may prefer to contact us at our Head Office:

Pharmacy Superintendent
Murrays Healthcare
Head Office
P O Box 2256
Stourbridge
DY8 1WT

Email: dan.attry@murrays.co.uk
Telephone: 01384 445600
Our office hours are 9.00am to 5.30pm Monday to Friday
See our complaints policy above

For safety reasons, medicines cannot be returned for refund or returned once dispatched. For further information please ring our Pharmacy Team on 01384 900138

The postman/courier driver cannot accept any returns from you.

If you have any medication at home you are no longer taking please return it to any pharmacy.

If you live close to one of our pharmacies (see Pharmacies), we may be able to arrange the picking up of your returns. Contact the Pharmacy Team for further information.

Alternatively, you can parcel the medication in a secure sealed box and return this to the pharmacy. You will need to pay any postage costs required.

The address is:
Murrays Online Pharmacy
Glove House
Bradley Road,
Stourbridge,
West Midlands
DY8 1UX

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