WeCare Prescription Home Delivery – FAQ

Since the launch of WeCare, we’ve had fantastic response from advisers and customers. It’s amazing to see so many employees taking advantage of the service. And with access to a 24/7 online GP10 mental health counselling sessions and bespoke fitness plans, it’s not hard to see why.

We’re now proud to announce the latest improvement to the service. As well as the existing benefits, employees can now get prescriptions delivered direct to their front door.

What’s changed?

When using WeCare, employees can now choose to have their prescription medicine delivered to their home address, or an address of their choice.

Who provides the service?

We’ve partnered with Teladoc Health to provide WeCare. Their chosen partner for the fulfilment and delivery of prescriptions is Signature Pharmacy. They’re a UK-based online pharmacy regulated by the General Pharmaceutical Council.

How much will a prescription cost?

Private prescriptions are not funded by the NHS and the cost of the medication is paid by the employee. The price of the prescription will vary according to the medication the doctor has prescribed.

What’s the prescription delivery fee?

There’s no delivery fee unless medication needs to be refrigerated during delivery, in which case a charge of approximately £1.50 applies.

How quickly will the private prescription delivered?

Medications are delivered the same day in London when ordered before 3pm. Patients are provided with time slots and they can choose a time that suits them. Next day delivery is available nationwide when the order is placed before 1pm.

Does the prescription have to be delivered?

No, delivery is just an extra option. Employees can continue to pick up their medicine from their chosen local pharmacy.

When should employees use the delivery service?

WeCare doctors are trained on the delivery service provided by the pharmacy partner. If a medication is clinically urgent, the doctor may not offer the delivery service and will instead organise for the prescription to be faxed to a local pharmacy for collection.

Is there a limit to the number of prescriptions available?

This is a clinical decision for the consulting doctor. WeCare GPs are highly-trained to provide patient-centred consultations. There’s no limit to the number of prescriptions we can issue, provided the requests are within Teladoc Health’s prescribing policy.

Is there a limit to the type of prescription available?

The prescription service and the delivery option cannot be used for repeat prescription medicines, unlicensed medication or other medications that are not appropriate to prescribe remotely, such as immunosuppressants, chemotherapy or anti-psychotic medication.

Are you able to deliver everywhere in the UK?

The pharmacy partner dispatches medication to England, Wales, Scotland and Northern Ireland as well as the Isle of Man and Channel Islands.

How do employees pay for the prescription?

Employees pay online through a link sent by the pharmacy partner. Payment will be requested via the Worldpay service, which accepts the following cards and methods:

  • Visa
  • Visa debit
  • American Express
  • Apple pay
  • Google pay
  • PayPal

Alternatively, customers can call the pharmacy partner who can also take payment over the phone.

Who delivers the prescription?

Delivery will be made by either DPD or Royal Mail for customers outside London. London-based customers will receive their prescription delivery directly from the pharmacy partners own couriers.

How will those self-isolating know when their prescription has been delivered?

Inside London, drivers will call patients on arrival, leave medication at the doorstep and wait until it’s been collected or leave it in the letterbox with patient’s permission over the phone. For deliveries made by Royal Mail or DPD tracking numbers are sent to customers by text or email which includes a delivery confirmation.

Can employees get prescriptions for their children?

Yes, the service can be used for adults and children, but there is narrower field of prescription for children through online consultations.

How can employees contact the pharmacy?

For post-delivery queries, patients can call Signature Pharmacy on 0330 111 0440 or email ccare@signaturepharmacy.co.uk

Can employees specify a time slot for the prescription to be delivered and does it need to be signed for?

DPD is the pharmacy partner’s preferred courier and is used for next day deliveries for patients based in England, Wales and Scotland (excl. Highlands).

Customers will receive a text with an estimated delivery time from DPD and they’ll also have the option to upgrade their delivery at an extra cost. 

DPD will send the patient a text or email with an estimated delivery date and tracking number. On the morning of delivery, they send the patient a notification with a 1-hour time window of delivery. The patient can also track the driver along the route. By visiting the DPD website, at any time, the patient can choose that the medication be left in a safe place e.g. letterbox or with a neighbour.

For all areas (Incl. Highlands), Royal Mail are used. The standard Royal Mail service is Tracked 24 where customers will receive a tracking number by SMS or email. A time-slot will be provided by Royal Mail but no signature is required so it can be put in the letter box. Customers can also advise over the phone when ordering the medication if they would like their medication delivered to a safe place or to a neighbour.