mandmchemists.co.uk: Online pharmacy and chemist

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Customer Service Information

Your health is our concern

Here are a few of the more commonly questions of the mandmchemists.co.uk prescription service.

If we haven't covered your query here please email us or phone us on 01913 784 964.

Can I send my prescriptions to M and M Chemists?

We can dispense most NHS and private prescriptions, as long as they are written by a UK-registered prescriber eg. Doctor, Dentist, Nurse or Vet. We aim to deliver your prescription medicines to you within 1-2 working days of receipt of your prescription in the post. For more details about our prescription service, call our pharmacy team.

Do I need to send a new prescription each time I need medication?

Yes at the moment we will need a new prescription form each time for NHS prescriptions. The NHS is in the process of developing a new service which will mean that GPs will have the ability to send prescriptions electronically to whichever community pharmacy the patient chooses. When this happens we will be able to offer you a paperless service.

At the present time only Private prescriptions can state a number of repeats which allows us to dispense medicines over a number of months. If this applies to your prescription we need no further documentation other than your approval to repeat dispense each time (see next question).

Can you remind me when my repeat prescription is due?

If you send us a repeatable private prescription, we can call or email you when your next instalment is due, or you can contact us when you want more.

If you receive a regular repeat NHS prescription from your GP we can e-mail you to remind you to order your prescription.

I have to pay for my prescriptions. How much will it cost?

For NHS prescriptions, each medicine listed on your prescription is usually a separate item. You pay £6.65 for each one, unless you hold a pre-payment certificate or are exempt for one of the other reasons stated on the back of the prescription. Occasionally, a single item is classed as more than one fee.

For Private prescriptions, the cost varies depending on the value of the medicine prescribed; we can quote the cost of a private prescription when you have one.

How much do I have to pay for delivery?

Prescription items are normally delivered free to any address within the UK. For goods bought on-line we charge a standard fixed rate of £2.50 for packaging and delivery to any destination in the UK for all orders under £40. Orders of £40 and above are free of delivery charges to any UK destination. Deliveries outside the UK are charged according to the weight of the goods. The exact amount will be confirmed at the checkout.

How do I pay for my products?

You can pay for your products online via credit/debit card by simply selecting the pay by direct credit card entry option. All your credit card information is encrypted using SSL (secure socket layer) provided by Verisign. Please view our security page if you would like more information about how we protect your details.

Alternatively, you can place your order over the telephone; please call us on 01913 784 964.

Are credit card transactions over the Internet safe?

The credit card area on our site is secure. M and M Chemists utilise industry standard Secure Sockets Layer (SSL) technology to allow the encryption of all credit card information. This means information passed between your computer and our web site cannot be read by any third party.

SSL encryption technology, used by many Internet stores similar to ourselves, virtually eliminates credit card fraud on the Internet.

What happens if I forget to enclose payment with my prescription or complete the back of the prescription form incorrectly?

We will contact you and try to sort out the problem, on the telephone or on-line. We can keep your order until we receive the missing information. Or if you wish we can return your order.

Why can you only dispense prescriptions signed by prescribers from the UK?

UK law prevents us from dispensing prescriptions from practitioners registered outside of the UK.

Why do you ask for evidence of NHS Fee exemptions?

This is now an NHS requirement carried out by all registered pharmacies.

I live in Wales and I usually pay only £4.00 for my NHS prescription. How much should I pay?

The NHS in Wales has decided on a lower prescription tax than the one operated in England. Unfortunately, as our pharmacy is located in England we have to charge £6.65. NHS exemption entitlement can also differ eg under 25 year olds can get their prescriptions free in Wales whereas the age is restricted to under 16s in England.

Why can't I see how much a private prescription would cost before I get a prescription?

It is illegal to advertise prescription medicines and to display the price before a patient has the prescription could be construed as advertising. We can only quote and give prices once a customer has a prescription. Click here if you wish to be quoted for a price for your private prescription.

Why don't you supply refrigerated medicines or controlled drugs?

For safety reasons we cannot deliver them by Royal Mail, and the cost of sending them by specialist carrier would be prohibitive.

Why can't I get the morning-after pill from mandmchemists.co.uk?

The morning-after pill is only available without a prescription if a consultation in person with a pharmacist is carried out. For this reason, we are unable to provide this product.

Can you deliver to another address eg. Where I work?

We can deliver to where you work as long as it has a standard UK postal address. And there will be someone there to sign for the delivery. Please fill in the delivery address box on the prescription request form.

Will you let me know when my delivery has been sent out?

We will send you an email to confirming dispatch and the name of the pharmacists responsible for dispensing your medication. Your medicines should arrive within 2 working days of the date of this email. If you have not received your medicines after 3 working days, and Royal Mail has not left a card, please email us or phone.

Can someone else sign for my delivery?

You, or another adult (not a child), will need to sign for your delivery. For safety reasons it cannot be posted through the letterbox or left in a secure area.

How will my medicines be delivered?

Delivery is normally by Royal Mail 1st class, Recorded Delivery or, for bulky items parcel force. Sorry we cannot state an exact delivery day or time with these services.

Can you send medicines abroad?

Sorry, we are only able to supply customers in the UK with prescriptions issued by UK registered prescribers. However we are able to supply goods purchased from our on-line shop.

Who provides this service?

M and M Chemists, Phoenix House, 4 Sawmill Lane, Meadowfield, County Durham DH7 8BJ dispenses and sells prescription and pharmacy-only medicines from the mandmchemists.co.uk website. This address is the registered premises with the Royal Pharmaceutical Society of Great Britain. For further information please click here.To check the registration details of our pharmacy and pharmacists please visit Royal Pharmaceutical Society of Great Britain website then click on "Registers" on the left hand side of the page and follow the instructions given.

Will my patient information details be kept confidential?

We keep all information you give securely in our pharmacy. No private medical information or your prescription history is kept on the Internet. We do not use any information for marketing purposes unless requested by you to do so. We request your daytime and telephone number only to use if we need to contact you should there be a problem with your prescription.

Who should I contact if I have a question about the service or I don't understand something about the ordering procedure?

If you have any questions we haven't covered above, please email us or phone. The best times to speak to a pharmacist is between 8.30am and 3.30pm on Monday to Friday.

Can I speak to a Pharmacist if I want to?

Yes you can telephone and speak to a pharmacist between the hours of 8am and 4pm. Or you can email a question and a pharmacist will reply to you.

What is the easiest way to find the items I am looking for?

The quickest and easiest way to find a product you are already familiar with, is to type the first 3 or 4 letters of a product name or the whole name in the search box on the left hand side of the screen.

For example: If you want to add "Paracetamol" to your basket, then typing para in the search box will bring up paracetamol products.

Can I see my previous orders?

Yes by clicking on the link "Your account", on the navigation panel and then on the "Order History" tab.

What happens if I'm not at home when you deliver?

We use Royal Mail and Business Post services for the majority of our deliveries. Depending on the nature and value of your order, we may use an enhanced service such as Recorded or Special Delivery, which will require a signature on delivery - if you are not in, you will be left a note to say that delivery was attempted, which will also contain full instructions about how to obtain your parcel - either by rearranging a delivery time, or by collecting the parcel from a local delivery office.

If I use this service will I receive unsolicited post or e-mails?

No, we strongly object to spam and unsolicited post, so we will not pass your details to any third party.

If I need something straight away can you help me?

If you need medicines immediately, we are not best placed to help you - in this situation you should consult a local pharmacist or doctor, or call our pharmacy team on if you need advice about what to do. We do aim to send medicine-only orders to you for delivery on the next working day in the UK, if you order before 11:00am Monday to Friday.

Who should I contact if I have a complaint about your pharmacy service?

In the first instance you should contact the pharmacist who dealt with your order, their details will be included in our e-mail. If they cannot resolve your complaint please contact Mrs Patricia King, Superintendant Pharmacist, M and M Chemists 172 - 174 Newgate St, Bishop Auckland, Co. Durham DL14 7EJ. If you are still not satisfied with the response you may wish to contact your Health Authority (refer to your local telephone directory for their contact details or if you email us we will find the contact details and send them to you).