Prescriptions
General
What is the difference between an NHS prescription and a private prescription?
How can I tell if I have an NHS prescription or a private prescription?
What is a veterinary prescription?
What is the difference between a repeat prescription and a one-off prescription?
Do you dispense prescriptions from the European Economic Areas?
How do I speak to a pharmacist?
Prescription Charges
Do I need to pay for my prescription?
What are the current NHS prescription charges?
I pay for my prescription; at what stage is my payment card charged?
What are the current prescription exemptions in England?
Who can get an exemption certificate?
What is a Prescription Prepayment Certificate (PPC)?
Where can I get a Prescription Prepayment certificate (PPC) from?
How do I claim a refund for a prescription charge?
Do I need to complete the back of the prescription form?
What are the current prescription charges in Scotland, Wales & Northern Ireland?
How much will my private prescription cost?
How much will a veterinary prescription cost?
Ordering
Why don't I need to enter my prescription quantities?
Do I need to order my prescription from my prescriber?
I want to change the quantity that I receive; what should I do?
How will you notify me when my prescription is ready to re-order?
How will you notify me when my medication is on its way to me?
Is it safe to send my personal information to you?
I have placed an order and want to make some changes; what should I do?
I am going on holiday and require my prescription earlier; what should I do?
I have forgotten to order my medication and am running short what should I do?
Deliveries
Where do I send my prescription to?
Why do you require my prescription?
Can you deliver my medication to another address? Do you deliver medication that needs to be stored in the fridge? How will my medication be delivered? When will my medication be delivered? Do I need to sign for my delivery? I have missed the courier, what do I need to do? Is there a delivery charge for prescriptions?
Can I collect my medication from one of your branches? I have a problem with my delivery what should I do? How do I return a prescription item? How do I return medication I no longer need? What is the difference between an NHS prescription and a private prescription? 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. 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 £4.50. How can I tell if I have an NHS or private prescription? An NHS prescription will have the NHS logo clearly visible on the front (see images below). On the reverse of the prescription will be a form to capture details of any exemptions applicable. Please select the links below to view PDF documents of an NHS prescription. England Scotland Wales 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. What is a veterinary prescription? A veterinary prescription is a private prescription issued by a veterinary surgeon to treat an animal. What is the difference between a repeat prescription and a one-off prescription? 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: 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. Do you dispense prescriptions from the European Economic Area (EEA)? It may be possible to supply medication requested on a prescription issued by a doctor or dentist in an EEA country or Switzerland. You will always need to make a payment if a supply is made. 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. Find your nearest Co-operative Pharmacy branch. How do I speak to a pharmacist? If you contact our Customer Care Team on 0844 262 9992 you will be able to speak to a pharmacist during our trading hours (9am to 6pm, Monday to Friday). Alternatively, you can e-mail care@co-operativepharmacy.co.uk with your contact details and our pharmacist will ring you back. If you wish to speak to a pharmacist in person, you can find your nearest Co-operative Pharmacy branch here. Do I need to pay for my prescription? If you have an NHS prescription you may be exempt from payment if: What are the current NHS prescription charges? 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 the 1st April 2012 each NHS item in England costs £7.65. 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. See further details on items which carry more than one charge. If you are still unsure and require further guidance please contact our Customer Care Team either by e-mail care@co-operativepharmacy.co.uk or ring 0844 262 9992. I pay for my prescription; at what stage is my payment card charged? Your payment card is charged at the point at which your order is processed. What are the current prescription exemptions in England? You are entitled to free prescriptions in England if you meet any of the following criteria: If you are entitled to free prescriptions, you must complete the declaration on the back of each prescription and sign it before posting Who can get a prescription exemption certificate? 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). People who have certain medical conditions Although there are many conditions requiring regular medication, only the following qualify for an exemption certificate: 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 low income you can apply for help 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: HC1 claim forms are available from: What is a Prescription Prepayment Certificate (PPC)? 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 1 April 2011: Once you have a PPC all your prescriptions during that period are included in the one-off fee. 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. Where can I get a Prescription Prepayment Certificate (PPC) from? There are four ways you can buy a Prescription Prepayment Certificate (PPC): How do I claim a refund for a prescription charge? If you have to pay for a prescription and want 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 contact our Customer Care Team either by e-mail, on care@co-operativepharmacy.co.uk, or by ringing 0844 262 9992. 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. Do I need to complete the back of the prescription form? 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. Completing the back of your prescription correctly will ensure that you receive your medication promptly. If you need any further assistance please contact our Customer Care Team either by e-mail customercare@co-operative.coop or ring 0844 262 9992 who will be happy to help.General
Prescription Charges
If you have a Maternity Exemption Card all your prescriptions are free, whatever the medication is for.
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).
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.
If you are using our online service contact our Customer Care Team either by e-mail care@co-operativepharmacy.co.uk or by ringing 0844 262 9992 (9am to 6pm, Monday to Friday).
England
Scotland
To see a pdf of the back of a Scottish prescription and get advice on how to fill it in please click here.Wales
To see a pdf of the back of a Welsh prescription and get advice on how to fill it in please click here.
What are the current prescription charges in Scotland, Wales & Northern Ireland
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.
How much will my private prescription cost?
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 Customer Care Team either by e-mail care@co-operativepharmacy.co.uk or ring 0844 262 9992 and they will be happy to calculate the price for you.
The minimum price for a private prescription is currently £4.50 plus any delivery costs. The VAT element will be automatically deducted.
If you are planning on visiting one of our branches you can find your nearest here. The branch team will be happy to calculate the price for you.
How much will a veterinary prescription cost?
How much will a veterinary prescription cost?
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 Customer Care Team either by e-mailing care@co-operativepharmacy.co.uk or ringing 0844 262 9992.
Every individual product on the prescription is classed as an individual item, i.e.: a prescription which contains two lots of medication will be classed as 2 items.
Some prescription items carry a dual charge because the manufacturers combine 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. Further details on items which carry more than one charge.
If you are still unsure and require further guidance please contact our Customer Care Team either by e-mail care@co-operativepharmacy.co.uk or ring 0844 262 9992.
Ordering
Why don’t I need to enter my prescription quantities?
We can only legally supply the quantity which your prescriber has stated on the prescription. Our pharmacy team will therefore obtain the quantity from the prescription to make the process as easy as possible for you.
Do I need to order my prescription from my prescriber?
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. If you need further assistance please contact our Customer Care Team either by e-mail on care@co-operativepharmacy.co.uk or by ringing 0844 262 9992, and they will be happy help.
I want to change the quantity that I receive; what should I do?
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.
How will you notify me when my prescription is ready to re-order?
If you have set up a Repeat Prescription then you will receive a prompt e-mail when it’s time to re-order. Follow the details provided in the e-mail.
How will you notify me when my medication is on its way to me?
You will receive an e-mail from our Customer Care team confirming that your prescription order has been dispatched.
You will need to go to 'My account' and select “order history” (you will need to sign in if you haven't already), where you will see an order number. You can use this number to track your order by clicking on the link to the courier's website and following the online instructions.
Is it safe to send my personal information to you?
The Co-operative Pharmacy 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 Security FAQ, or you can view our Privacy Policy here.
I have placed an order and want to make some changes; what should I do?
You will need to contact our Customer Care Team either by e-mailing care@co-operativepharmacy.co.uk or ringing 0844 262 9992 and they will be able to tell you if this is possible.
I am going on holiday and require my prescription early; what should I do?
You will need to contact our Customer Care Team either by e-mailing care@co-operativepharmacy.co.uk or ringing 0844 262 9992 and they will be able to tell you if this is possible.
I have forgotten to order my medication and am running short; what should I do?
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.
As this service is not covered by the NHS it will involve a charge for the cost of the medicines. You can find your nearest Co-Operative Pharmacy branch here.
Alternatively you may be able to visit a local NHS Out of Hours facility. Further details available at www.nhs.uk
Deliveries
Where do I send my prescription to?
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:
The Co-operative Online Pharmacy,
NDC,
Whittle Road,
Meir Park,
Stoke-on-Trent,
ST3 7UN
Why do you require my prescription?
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.
Can you deliver my medication to another address?
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 in the checkout basket. 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.
Do you deliver medication that needs to be stored in a fridge?
It is essential that the cold chain is maintained on any medication that needs to be stored in the fridge. For this reason, delivering fridge medication using a courier service is not possible. We currently only deliver fridge items in the following postcode areas:
- ST1
- ST2
- ST3
Alternatively you can have your medication dispensed at one of our local pharmacy branches. Find your nearest Co-operative Pharmacy branch.
We are only able to make deliveries to customers in the UK who have prescriptions issued by a UK registered healthcare practitioner.
How will my medication be delivered?
All deliveries for orders placed online are made via a courier. The courier will carry an identification badge and will obtain a signature on delivery.
We currently only deliver fridge items in the following postcode areas:
- ST1
- ST2
- ST3
Find out more about delivery of fridge items
When will my medication be delivered?
You will receive an e-mail notifying you when your order has been dispatched. We generally aim to have your prescription delivered to you within two working days of dispatch. In some parts of the country a special delivery, e.g.: before 12pm, may be available. If you have a question or concern about the delivery of your medication, please contact our Customer Care Team on 0844 262 9992 or care@co-operativepharmacy.co.uk (9am to 6pm, Monday to Friday). Click here for more details.
Do I need to sign for my delivery?
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 in the checkout basket. 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.
I have missed my courier; what should I do?
If the 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.
Is there a delivery charge for prescriptions?
For delivery charges please see our delivery rates
Can I collect my medication from one of your branches?
Prescription orders placed online cannot currently be collected in any of our branches. If you would like to use a local branch then please contact the branch directly.
If you are planning on visiting one of our branches you can find your nearest here. The branch team will be happy to calculate the price for you.
I have a problem with my delivery; what should I do?
The Co-operative Pharmacy 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 Customer Care Team on 0844 262 9992 or e-mail care@co-operativepharmacy.co.uk.
Alternatively you may prefer to contact us at our head office:
The Superintendent Pharmacist
The Co-operative Pharmacy
Sandbrook Park
Sandbrook Way
Rochdale
OL11 1RY
Email: superintendent@coop.co.uk
Telephone: 01706 202013
Our office hours are 9.00am to 6.00pm Monday to Friday
Our complaints policy can be viewed here.
How do I return a prescription item?
For safety reasons, medicines cannot be returned for refund or returned once dispatched. For further information please ring our Customer Care Team on 0844 262 9992.
How do I return medication I no longer need?
The 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. Find your nearest Co-operative Pharmacy Branch.
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:
The Co-operative Online Pharmacy,
NDC,
Whittle Road,
Meir Park,
Stoke-on-Trent,
ST3 7UN
