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FAQs

What are personalised medicines?

A personalised medicine, also known as a Special, is an unlicensed medicine prescribed to meet the individual clinical need of a patient when a suitable licensed medicine is not available.

Who needs a personalised medicine & why?

Many people aren’t served by mass-produced medications. You may not be able to tolerate a standard dose or may need a different concentration or strength. You might have an allergic reaction to common drug excipients (the inactive parts of a medication like a colouring agent, preservative, or filler), or you may be unable to swallow pills. A personalised medicine can provide a solution.

Where do the bioidentical hormones come from?

Bioidentical hormones are derived from diosgenin, which is sourced from yams or soy and then converted into hormones which are chemically identical to those the human body produces.

 

Do I need a prescription to order?

Yes, all our personalised medicines need a private prescription.

How long is my prescription valid for?

A written prescription is valid for 6 months unless the prescription is for a controlled drug where it is only valid for 28 days.

 

How do I find a doctor in my area?

Click here to find a doctor near you who can advise you on personalised medication.

Find a Doctor

How do I order my prescription?

After your appointment with your prescriber, you or your doctor will send your prescription to us. Once our onsite Pharmacy receives your prescription, we will automatically send you a text informing you we have your prescription.

 

How, do I pay for my medication?

You can pay via the link sent to you by text, or alternatively you can contact our dedicated patient care team on 0800 035 3078 to pay for your prescription. Once processed and on receipt of payment we will email you your receipt and order confirmation, along with an expected delivery date.

 

Why do you need my e-mail and phone number?

We offer a text service, making ordering your prescription easy and efficient. To use this service please ensure you keep your contact details up to date including mobile number and e-mail.

 

 

What is the cost of medication?

Depending on the personalised medication that has been prescribed for you, each prescription usually averages £1.50 – £3 per day. For more detailed pricing, please call the patient care team on 0800 035 3078.

What kind of payment do you accept?

Payment can be made by debit or credit card; we accept Visa, Mastercard and Maestro.

 

How do I order a repeat?

If we are holding your original prescription, please call us on 0800 035 3078 or email us on pharmacy@pccarx.co.uk to request the repeat to be issued.

How long does it take to receive my medication?

Please allow up to 2 working days for delivery of stock items and up to 3-5 days for made-to-order items, after having received both the original prescription and payment.  Should there be a stock issue, we will notify you and provide an approximate date for delivery or offer an alternative, where appropriate.

How will my medication be delivered?

All our personalised medicines are delivered via our approved delivery partners, ensuring compliance and a flexible service.

Can I track my delivery?

Yes, we will send you a text informing you that your prescription is on its way, including a track and trace link. (Track and trace information for orders containing Schedule 2 controlled drugs, will be sent directly from our couriers and not the PCCA text service for extra security).

My medication has not arrived, what do I do?

You can track your parcel using the tracking number sent to you when your order was dispatched. In the first instance contact the delivery partner or if you need further advice, you can call our patient care team on 0800 035 3078 or email on pharmacy@pccarx.co.uk we would be happy to help you in any way we can.

Can my medication be delivered to an alternative address?

Yes, we can deliver you medication to an alternative address, with your approval.

 

Can I get a refund for my medication?

We do not offer refunds on medication, in line with the General Pharmaceutical Council guidance. If you think your product is faulty then please call the patient care team on 0800 035 3078 or email on pharmacy@pccarx.co.uk, stating your concerns and one of our patient care team or Pharmacists will be in touch with you to discuss further.

How do I apply my cream, lozenge or pessary?

We provide a how to use leaflet with your first prescription, please follow the instructions provided. Should you have any further questions you can call our patient care team on 0800 035 3078 or email on pharmacy@pccarx.co.uk we would be happy to help you in any way we can.

How do I store my medication?

Please store your medication as instructed, you will find this information on the product label.

Looking for a doctor?

Our personalised medicines are available via private prescription by a doctor. Click here to find a doctor near you who can advise you on personalised medication.

Find a doctor near you