APPLICATION PROCESS 

Why am I not able to buy medicines without having to complete the pharma application process?

Under UK legislation, we are authorised to supply medicinal products as a wholesale transaction to another business, through our Wholesale Distribution Authorisation (WDA). Wholesale Distributors must ensure they supply medicinal products only to persons who themselves are in possession of a WDA or who are authorised or entitled to supply/administer medicinal products to the public. In the event you are not a WDA holder, authorised as a prescriber or under a Human Medicines Regulation 2012, as amended, Schedule 17 exemption, you will only be entitled to procure products categorised as General Sales List (GSL) products. For Medisave (UK) Ltd to supply the medicinal products, we must carry out checks on your prescribing authority, organisation and address; the application form assists us in the process.

If I do not hold authority to order medicinal products or hold a WDA, what am I able to procure?

Only medicinal products with the general sales list (GSL) category after the customer approval process has been completed.

What is a Schedule 17 exemption?

Schedule 17 of the Human Medicines Regulations 2012, as amended, outlines provisions for specific healthcare professionals and specified organisations such as schools who can legally procure specified medicinal products, provided the professional or organisation meets the requirements defined within the specific exemption. Additionally, there are specific circumstances which could allow for the procurement of additional medicines, such as working on an offshore installation. 

The full schedule can be found here: https://www.legislation.gov.uk/cy/uksi/2012/1916/schedule/17.

If you require further information on a specific exemption, please contact pharma@medisave.co.uk. Examples include but not limited to:

  • Paramedics
  • Podiatrist/chiropodist with annotations
  • Schools
  • Universities or higher education
  • Research facilities

Why do I have to supply my ID, utility bill or additional supporting documentation?

In certain circumstances, Medisave (UK) Ltd are unable to verify your information using third-party verification methods and therefore, to approve your application we must request additional documentation to confirm the authenticity of your application to protect the legitimate supply chain.

Why is there a time delay from submission of application to approval?

Our process can take up to 72 hours to complete once we have received all necessary information from yourselves, as we carry out the following:

  • Checks on your authority to procure, the organisation and the delivery address
  • Checks on your lead healthcare professional form
  • Checks on your Schedule 17 exemption form if applicable
  • Approval process of your application with our responsible person
  • Creation of your account on our online platform
  • Applying your credit limit if a new account

Why am I unable to use a residential address?

The MHRA, which is the licensing authority who are responsible for WDA holders in the UK, strongly discourage supply to home addresses as they are unverifiable by third-party competent authorities. For example: a check on a doctor on the GMC register does not confirm the address of that doctor. Therefore, unless the circumstances are extenuating or the business is operating from a residential address and as such it is verifiable through Company house or equivalent, a residential address will not be approved. 

I am trained to administer the medicinal product, however, your system won’t allow me to order other product categories that General Sales List, why?

Under UK legislation, we are authorised to supply medicinal products as a wholesale transaction to another business, through our Wholesale Distribution Authorisation (WDA). Wholesale Distributors must ensure they supply medicinal products only to persons who themselves are in possession of a WDA or who is authorised or entitled to supply/administer medicinal products to the public. In the event, you are not a WDA holder, authorised as a prescriber or under a Human Medicines Regulation 2012, as amended, Schedule 17 exemption, you will only be entitled to procure products categorised as General Sales List (GSL) products. This unfortunately does not change if you have completed training in administering the products, you still require the authority to procure.

ORDERING 

Why can’t I add pharmaceuticals to my basket after I’ve been approved?

On approval you will be requested to register an account with the pharma approved email. Once registered you need to inform Medisave that this has been completed so the team can authorise your registration to procure pharmaceuticals. Please note any other email addresses that have not been stipulated on the customer application form, and the lead healthcare professional form will not be approved for ordering pharmaceuticals.

Why do I have to order medicines on a credit account?

Due to the payment gateway we use to take card payments; we are unable to process a payment for a medicinal product. Therefore, all pharma accounts who do not have an existing credit account with Medisave (UK) Ltd will have an automatic £250 credit limit applied to their account to facilitate an easier ordering process. Therefore, in the event your order is over £250 pounds or takes you over your credit limit you will be required to pay the proforma invoice in advance of your order being processed.

What if my product is out of stock when I order it?

The product ordered will be placed on backorder against your account and will be delivered once Medisave receives additional stock. In the event the backorder is over a month old, you will be contacted prior to shipping to confirm the product is still required. 

Why do I have to confirm my use of the product?

Under certain exemptions or circumstances, we must confirm use of the product is in line with your scope of practice. Once confirmed, you should not be questioned about the same product.

Why do I have to confirm the reason for ordering the quantity I have? 

Where you have ordered a large quantity or there have been changes in your purchasing patterns, the Medisave Compliance Team may contact to confirm the reason for the change in ordering. This is part of our responsibilities as a WDA holder. 

Why do I have to supply an authorisation letter?

For certain Schedule 17, Human Medicines Regulations 2012, as amended, exemptions, procurement of medicines are only authorised with an authorisation letter from the appropriate specified person. The requirements for the letter are dictated by Schedule 17.

The full schedule can be found here: https://www.legislation.gov.uk/cy/uksi/2012/1916/schedule/17. 

If you require further information on a specific exemption, please contact pharma@medisave.co.uk. We have created template letters which will be supplied to yourself at point of customer approval which you are able to utilise or provide your own version. Examples of exemptions affected include schools, training providers, research organisations etc. A letter will be required with each order. 

I am a vet, why do I need to supply a cascade letter?

Under Veterinary Medicines Regulations 2013, veterinary medicinal products must be administered in accordance with the prescribing cascade. The cascade is a legal framework that allows for the prescribing of medicinal products that are specifically authorised for a condition or given animal. Therefore, if you are a vet wishing to procure human medicinal products for the purpose of treating an animal, we will request a confirmation letter stating the medicine requested, quantity, purpose of the purchase and confirming that the medicines procured will be procured and prescribed strictly in accordance with the veterinary prescribing cascade.

ORDERING CONTROLLED DRUGS 

Why is the process different when ordering Controlled Drugs?

Schedule 4 and 5 can be ordered the same way as non-CD purchases. For schedule 2 and 3, once the order has been placed, a wet signed CD requisition form is required to be sent to Medisave prior to us releasing an order for shipping. This is in line with Regulation 14 of the Misuse of Drugs Regulations 2001 for all authorised Healthcare Professionals working in any health care setting in the community for the purpose of treating patients. Please be aware Pharmacies are exempt from this requirement. A pharmacist prescriber operating as a practitioner is not exempt. If you are unsure if you are exempt, please refer to Regulation 14(4) for the list of persons who must submit a requisition form. 

What is a Controlled Drug Requisition Form?

This is an official form produced by the Home Office and Department of Health that from November 2015 must be completed by anyone wishing to order (requisition) products listed as Schedules 2 or 3 Controlled Drugs as defined in the Misuse of Drugs legislation. When procuring Schedule 2 or 3 CD’s you must complete sections B and C of the form and sign in INK. The hard copy signed form must be sent to Medisave prior to your order being processed.

If you are based in England, FP10CDF, the form can be found on the NHSBSA website: https://www.nhsbsa.nhs.uk/sites/default/files/2017-03/6-1387-Form_FP10CDF_v5_final.pdf

In Wales, a standard requisition form WP10CDF should be used when ordering a Schedule 2 or 3 CD. Pharmacy contractors in Wales can obtain form WP10CDF from the local Business Service Centre Stores.

In Scotland, (CP) the form can be found on the NSS website.

Why was the form introduced?

This was part of a series of measures introduced following the Shipman Inquiry, to ensure that only appropriately qualified and authorised people have access to these products and to allow the authorities to review purchase histories of prescribers/practitioners.

Why does the form have to be wet signed, can I send this electronically once completed?

The Home Office has confirmed that only WET signed HARD copy format will be accepted. The legislation specifically states the form must be physically signed.

I have completed the form before and purchasing the same product again, do I need to submit a new form?

Yes, we require a new form for each order placed. 

What products stocked by Medisave does this form apply to?

This applies to products that are classified as Schedule 2 or 3 Controlled drugs

What does the doctor/dentist/prescriber to do?

The doctor/dentist/prescriber must complete sections B and C of the form (England) in full. IF in Scotland or Wales please refer to the country specific guidance. The wet signed and completed form must then be posted to Medisave, the order can only be processed when Medisave have received the hard copy form. We understand that some other suppliers may process orders against a faxed or scanned copy, but the Home Office have confirmed that this is not legally acceptable and are taking action to stop this happening.

A medical prescriber requires:

  • An individual prescriber code for each different NHS practice they work in
  • An individual private prescriber code for 'private practice'

A non-medical prescriber requires:

  • An individual prescriber code plus NHS practice code for each practice they work in
  • An individual private prescriber code for 'private practice'

When requisitioning CDs for use in the veterinary sector, the practitioner’s MRCVS number must be provided in Part C. 

Where do I send my completed form?

All completed wet signed requisition form must be sent to:
The pharma department 
Medisave UK Limited 
Medisave House 
Mercery Road
Weymouth
DT3 5FA

How do I know you have received my form?

Upon receipt of your completed form, your form will be reviewed in line with the placed order, providing there are no issues, the order will be sent for processing and you will receive a tracking email once the order has been released for shipping to our third-party courier, Movianto UK Limited. 

What happens if I make an error on the form?

All forms are reviewed once received in the event there is an error, you will be contacted and requested to submit a new form.

DELIVERY 

How does the delivery process work?

All deliveries are carried out by Movianto UK Ltd as a business-to-business service during standard working hours, Tuesday to Friday.

On the morning of delivery, the courier will provide an estimated delivery time slot. This will be available through the tracking details sent to the lead healthcare staff member on the day of dispatch. Delivery time slots cannot be guaranteed due to circumstances beyond the courier's control, and we are unable to amend a slot once it has been allocated.

All deliveries must be signed for by the named healthcare professional or another authorised staff member whose details have been provided.

The Pharmaceutical delivery cannot be left in a safe place or redirected. 

Customers which are approved, Orders placed up to 12.00pm will be despatched on the same working day for next day delivery. Orders placed after 12.00pm will be despatched the next working day. Orders will only be sent Monday – Thursday therefore any order placed after 12pm on Thursday will not be dispatched until the following Monday.

What happens if I miss my delivery?

If initial delivery is not successful, we will make every effort to contact you and confirm additional delivery instructions where necessary which will be relayed to our courier. In the event of 3 failed deliveries the shipment will be returned to Medisave (UK) Ltd. Once returned the goods will be quarantined for destruction. Failed deliveries, where the customer instruction has been followed, that are returned to Medisave (UK) Ltd are non-refundable. 

Who should I contact regarding delivery issues?

For any queries relating to delivery, please email pharma@medisave.co.uk to get a swift resolution to your query.

Why am I unable to redirect my order?

Medicinal products orders must be delivered to the address that has been approved as checks will have been completed on the legitimacy of the address.

I place an order for medicinal products and non-medicinal products; will they be delivered together?

No, they will be supplied separately. All medicinal products are processed by our dedicated compliance team separate to our main warehouse operations and sent using our temperature-controlled logistics provider and as such is supplied separately to non-medicinal products. Therefore, the order will come from two separate logistic providers and potentially on different days.

Why can I not receive my order on a Monday?

Due to restrictions on medicinal product supplies, logistics providers should not hold a medicinal product in a single location for longer than 36 hours and as such there is a risk that a weekend would breach this rule. Therefore, we only dispatch Monday to Thursday on a next-day delivery service. 

My medicinal products I have order are to be held in the fridge, how will my delivery arrive?

We utilise a fully temperature-controlled logistics provider therefore, whilst under our control and with our logistics provider we can guarantee your medicinal products will be held within the defined temperature specifications of the product. We also have alerts in place to highlight any excursions in temperature allowing us to investigate and take measures to protect product quality and integrity. In the event your product is compromised, we will return the product to our site and resend to protect patient safety. 

I received a dispatch email but have already received my order, is it a duplicate order and being sent again?

No, this email is automatically generated from our electronic system which can be sent up to four days after point of invoicing. You will only receive one order. 

AMENDING, CANCELLING AND RETURNS  

How can I amend my order?

Orders can only be amended prior to dispatch by emailing pharma@medisave.co.uk. Once dispatched an order cannot be amended. Please be aware orders placed prior to 12pm will be dispatched on the same day. 

How can I cancel my order?

Prior to dispatch your order can be cancelled by emailing pharma@medisave.co.uk. Any cancellation must be received in writing and cannot be cancelled over the phone. If your order has already been dispatched, we are unable to cancel the order. Please be aware orders placed prior to 12pm will be dispatched on the same day. 

Do you accept returns?

We do not accept returns on pharmaceuticals.

I ordered the wrong product, can I return it?

We do not accept returns on pharmaceuticals.