What updates will I get on my orders?
Once your order has been placed, it will be sent to your pharmacy. If it is your first time placing an order, your pharmacy will need to confirm your nomination before sending to the GP. Any subsequent orders will be sent to the GP as soon as you place them.
Once your GP has approved your prescription request, your pharmacy will need to update their system to notify you via the Healthera app, that your order is ready for collection or delivery. You will also receive an email notifying you.
If the pharmacy has not updated your order within 4-5 working days, you will receive an email prompting you to contact your pharmacy, to see if your order is ready.
You may also receive a notification that your order is 'Flagged'. This is a way the pharmacy can notify you of a delay on your order e.g. the item you have ordered is out of stock, or your pharmacy have not received your prescription from the GP.
You may also get a notification that your order has been declined. For NHS prescription requests, this may be that the GP has declined your order request as you have ordered too early. In this case, we would advise contacting the pharmacy or GP directly.
What should I do if my order is late or missing?
We can appreciate it can be stressful when things don't go to plan; whether your order is running late or their has been an issue with your delivery.
If your request is urgent, and falls under any of the following issues, we recommend contacting the pharmacy directly:
Your order is late
You are missing a prescription item
You have received the incorrect prescription item
Your delivery has not arrived.
The support team will be able to view the status of your order in the Healthera app, but will not be able to see why it has not been updated to 'Ready' by the pharmacy.
You can send us a Help Request via the Healthera app, by going to the 'Orders' tab and clicking 'View all' next to your current orders. From here, select the order you need help with. This may be listed under the 'Current' tab or the 'History' tab.
Once you have selected the order, click 'Order help'. You will then need to select a help option from the drop down, and tell us more about the issue. We strongly encourage providing as much information as possible in the 'Tell us more' section, so that we can help get a resolution for you as soon as possible.
If we feel like the pharmacy is best placed to help with your query, we will allocate your Help Request to them directly. If this is the case, you will receive an email notifying you that your Help Request has been sent to the pharmacy.
If for any reason, you do not hear from your pharmacy in regards to your issue, please contact the support team at support@healthera.co.uk.
I tried to collect my prescription, but the pharmacy doesn't have it. What do I do now?
If the pharmacy have informed you that they do not have your order, please contact the support team to look into.
If your pharmacy has received your order, it may be that they have not yet had approval from the GP for your request. In this case, we would advise contacting your GP surgery to see why your prescription has not been issued.
What delivery options are available?
The delivery options available to you will be dependant on what your pharmacy offers via our app.
Your pharmacy may offer the following:
Collection
Local delivery
Postal delivery
If your pharmacy offers local delivery via the app, it will be set up for a mile radius determined by the pharmacy. If you normally have your order delivered, and this is not showing as an option on the app, please contact your pharmacy directly to arrange this.