FAQ's | Registration, Set Up, Troubleshooting

The Healthxchange e-pharmacy has been designed to save you time. Creating orders in stages, allowing other users in your business to create orders on your behalf and be able to sign for prescriptions online make it quicker and easier than before.

However we understand that you may have some questions or need some support using the new system. These FAQ’s should answer the most common questions we receive, but if you can’t find an answer here please feel free to contact us on orders@healthxchange.com and we will assist you in any way we can.

Becoming a Healthxchange customer

Is the e-pharmacy secure?

Absolutely. Healthxchange Pharmacy takes data protection extremely seriously. As part of the development the e-pharmacy was exposed to several controlled attempts to access data or to find ways of accessing the site. The e-pharmacy performed as expected and was not found to have any vulnerability. The e-pharmacy has SSL certificates in place to ensure that all data that is passed through the system is encrypted and secure.

How can I access the e-pharmacy?

The e-pharmacy has been designed to work on a number of different platforms. You are able to access the e-pharmacy from laptop, desktop, smartphone and tablets. Anywhere you have an internet connection, you can access your account.

I am an existing customer, how do I set up an e-pharmacy account?

If you already have an account with Healthxchange but are not yet using the e-pharmacy, you will need to have your e-pharmacy account activated. As we already hold your details on file, you simply need to send us an email and we can activate your account.

Email orders@healthxchange.com quoting your account reference, postcode and company name and we will do the rest to set up your online ordering account on the e-pharmacy.

How do I become a Healthxchange customer?

To register as a customer of Healthxchange Pharmacy, you must be a trained, registered Healthcare Professional. You will need to visit our e-pharmacy and fill in the registration form. This form provides us with all the details we need to approve your registration. Once approved, you will be sent usernames and passwords that will give you access to our online ordering system. If you wish to discuss your registration with us, please call +44 (0)1481 736 837.

If you are registering as a Prescriber you will also need to upload a copy of your photographic ID such as a passport or driving license.

You can register on the e-pharmacy here.

General Questions

Can I prescribe for myself or close family members?

Prescribers belonging to the GMC, GDC, NMC , GPhC and HCPC should not self-prescribe or prescribe for anyone with whom they have a close personal or emotional relationship, such as close family members unless the following is met. (1) There is no other person available with the legal right to assess the individual and prescribe without a delay. (2) Emergency treatment is immediately necessary to avoid serious deterioration in health or serious harm.

Will I receive delivery notifications?

Yes - Once your order has been dispatched a confirmation email containing tracking details will be sent to the account holder. You will also receive an SMS update if your order is being sent via our courier partner. Should you wish to opt out of receiving this SMS service please email orders@healthxchange.com

Does delivery incur VAT?

VAT is applied to postal charges in direct proportion to the value % of the products within the order which are liable for VAT. This means delivery charges will incur VAT charged at the standard rate where the order contains stock items. For orders containing only prescription items VAT will not be applied to the postal charge.

How does the Direct to Patient Service Work?

Sending products DIRECT to your patients door via the Healthxchange e-pharmacy®:

• Zero-rate VAT for Prescription Only Medicines dispensed to the patient.
• Delivery is direct to your patients within 1-2 days using Next Working Day by 4pm UK tracked service.
• A postage charge of just £10 will apply.

1. Log in to your Healthxchange e-pharmacy account.
2. Click on Order Builder and start building your order.
3. Once you have selected your first product make sure to choose Direct To patient Order, enter your Patient's details including the delivery address of the patient. Note: Only one Patient per order. IMPORTANT: Make sure you do this to qualify for VAT free POMs.
4. Search and continue to add products to this patient's order Note: You may request more than 1 of each item as part of the patient’s treatment. Also applies to topical products eg. Viviscal. Please take care to order correctly, returns ordered in error will not be permitted.
6. At checkout the Direct to Patient postal option (just £10) will be pre-selected. Applicable to all Direct to Patient deliveries.
7. Complete your Order.

Goods will be sent to the Patient address within 1-2 days using Next Working Day by 4pm UK tracked service.
No financial information is shared with the recipient on the enclosed dispatch Note.
Your patient may contact us for delivery tracking help or product quality on arrival. Please be reassured all other queries will be directed to you as their clinician.
The Customer and Patient shall not have the right to return unwanted Goods to Healthxchange in exchange for a refund or replacement and are supplied entirely at the Customer's risk.

Terms and conditions apply. For full terms and conditions see https://www.healthxchange.com/terms
Healthxchange Group reserves the right to amend, withdraw or deny access to the service

Can I order offers through the e-pharmacy

Yes you can. Once you are in the Builder Section you will see all of our offers listed down the right hand side of the screen. You can also click on ‘Offers’ in the main navigation and browse the offers from there. If you have been given a voucher code for an offer you will be presented with an opportunity to enter that code as you progress through the check-out process.

I have deleted order by accident, can I get it back?

We can recover a deleted order for you and place it back into your order history. You do need to call Customer Services and we can assist you in getting the order back.

How do I add my patients?

You can add patients to your account from the patients tab, or alternatively, you can add a new patient at the point of order when you select Add New Patient in the order builder screen. If you have lots of patients to add you can upload a .csv file of your patient data. Please download the sample template available to ensure your data is formatted and arranged in the correct manner.

Can I prescribe over different accounts?

Yes you can. Our e-pharmacy allows a prescriber to be registered to a number of accounts. You will still be checked against the relevant medical bodies before you are approved on each account. You will also have a unique username and password for each account that you prescribe on.

What time are your last orders?

We regularly keep processing orders for as long as we can, ensuring as many of our orders as possible are out for delivery the next day. If you have an urgent order please contact customer services and we will assist you where possible.

Currently the time for our last orders on the e-pharmacy is 4pm for delivery next working day.

How do I re-order?

From your order history you can click on the re-order button. This will duplicate the order you wish to re-order and open it in a new order page. Your order will retain all the previous order information and all prices and postage costs will be recalculated if they need to be. From there, you can then pay for the order and sign it as normal. You can also add to this re-order if you wish.

Can I see an order history?

Yes. As you create orders in the e-pharmacy, your order history will be created. Over time your order history will give you a complete record of all the orders you have placed through the e-pharmacy. Currently it is not possible to add orders that you have made prior to being activated on the e-pharmacy. From your order history you can also chose to view an order, action orders needing attention, re-order and review previous orders. Your order history will also show you the status of any orders you have in the e-pharmacy informing you what stage in the process the order is and what you need to do next, if anything.

What are the delivery options from the e-pharmacy?

The delivery options available on the e-pharmacy are the same as they have been previously. You can select from Royal mail, Couriers, Timed Deliveries and Saturday Deliveries on most items. Items that need to be kept refrigerated are generally not available for Saturday Delivery, however it can be arranged via Customer Services.

You also have the option to click and collect from one of our 4 pharmacies based in London, Manchester, Dublin or Guernsey.

How do I place an order?

Placing an order on the e-pharmacy is easy. Simply log-in to your account and choose ‘New Order’. You will be asked if you want to place a stock only order or if you want to place a mixed order for prescription AND stock items. Click on the option you need and you can then start adding products to your order.

If you are placing a mixed order you can select a patient name from the drop down and add in the products you need for that patient. Once you have finished with that patient, you can choose another patient and add items to them. Creating orders this way means you build one order but only pay 1 set of postage charges.

Can I track my orders?

Yes – Whilst you are creating an order you will notice that your order has certain statuses depending on where it is in the order process cycle. Once your order has been approved and dispatched, tracking and courier information are available either by clicking the Green target icon next to an order or looking in the order summary. Plus, if you add your mobile number to your order, you will receive direct text updates from the courier regarding your delivery.

Can I Pay online?

Yes. The Healthxchange e-pharmacy accepts all major Credit and Debit cards and you can manage your cards from your account. We do not currently accept American Express.

Can I still order the same range of products?

Yes you can. There is no difference to the range of products that we offer online. You can still request a soft copy of our price lists if you need them. To receive a price list or inquire about a certain product please email Customer Services at orders@healthxchange.com

Setting up your account

How do I remove a user from my account

If you are an account administrator and need to remove another user from your account, you simply log in, click on ‘Account’ and then users. Click on the user you wish to delete and scroll down to the bottom of those user details. You can click on delete and remove that user from your account.

Can I add more users to my account?

Yes – at any time. You can choose to add as many users as you need to on your e-pharmacy account. You can also choose what level of access that you give them. Each user will be given their own username and password when they are approved on the account and actions are logged against usernames for an added level of security for you.

How do I change my details?

Once you have registered your e-pharmacy account and been activated, you can log into your account anytime and amend your personal and company details. You have full access to your account profile and are free to change your contact information, delivery addresses, patients, payment details and passwords.

What if I need assistance with the e-pharmacy?

Our dedicated and attentive customer service team are just a phone call away. If you have any questions or you need any assistance with your e-pharmacy registration or account, please contact us using the details below

t: +44 (0)1481 739 852
e: orders@healthxchange.com

Can my staff create orders on my behalf?

Yes. One of the reasons the e-pharmacy was developed was to reduce the administration time of clinic owners and prescribers. If you have other members of staff, they can be set up with different levels of access and create orders on the account – saving you time.

A non prescriber or administrator of your account can create an order with prescription items in it on an account, but a prescriber will be required to sign the order before we process it.

Can I order prescription items online?

Yes, if you are a prescriber on the account. The e-pharmacy allows prescription items to be ordered, however before we will approve an order with prescription items in it, a named prescriber on your account will have to e-sign the order. Without the signature from a prescriber, the order will not be processed.

A non prescriber or administrator of your account can create an order with prescription items in it on an account, but a prescriber will be required to sign the order before we process it.

Trouble Shooting

I have completed an order, but need to change something?

You can amend an order right up to the point when it is signed (if prescription order). If you need to add something to your order, you can log into your order and add in the new products. You will also need to complete and pay for the order again, however your card is never charged until we approve the order. You cannot amend a prescription order that has been signed. If your order has been signed please contact Customer Services who can unlock your order and allow you to make the changes you need.

I cannot see the Sign button?

Most probably because you are not a prescriber on the account, only registered prescribers have the functionality to sign an order. If you are a prescriber and cannot see the Sign button (pen icon) please contact customer services on +44 (0)1481 736837

The e-pharmacy isn’t displaying correctly on my computer?

The most common reason that the e-pharmacy website doesn’t display correctly on a computer is that the browser you are using is an old version. The e-pharmacy doesn’t display well on older versions of Internet Explorer, and is best viewed in IE11, Chrome or Firefox. Updating your browser to the latest version will probably solve this issue for you. You should always make sure that when you are downloading from the Internet you download from reputable sites and have the adequate anti-virus software running on your computer.

If you are not using an older version and are still having issues you can try pressing CTRL F5 for a PC or CMD R for a Mac to force a refresh of your screen.

I’m trying to sign an order but have ‘insufficient signing rights’?

You are seeing this notice because either the order your are signing, or the products you are signing for need to be signed by a Prescriber. Please call our Customer Service team on +44 (0)1481 736 837 who will be able to assist you further.

Hints & Tips

Avoid Multiple Delivery Charges

If you need to make multiple orders that will be delivered to the same delivery address you can combine them into one order and therefore only pay for one delivery charge. Select your first patient add the products you need then select your next patient and keep adding products. You can keep repeating this process for as many patients as you have. If you also have Stock only items in your order (such as multi packs of gloves or Couch Rolls) you can click on the Stock Only tab at the top of the order pad and add stock items to your order. When you have finished adding items to your order click ‘Proceed to Checkout.