If this service is available to you, the diagnosing clinician can offer you a private prescription where they feel that prescription medication could assist you in treating your symptoms.

Private prescriptions will only be raised:

• At the sole discretion of the clinician
• During a telephone or video consultation
• If it is safe, clinically appropriate and in your best interests
• If it complies with our prescribing policy

Please be aware that some medications cannot be prescribed remotely, and the clinician will advise you if they are unable to do so.

In the absence of possession and knowledge of your medical records and follow up care, except for the contraceptive pill in Ireland, the service is not suitable for issuing repeat prescriptions.

If you are unable to satisfactorily answer the clinician’s questions, then they may not be able to raise a private prescription.

Our clinicians can only issue private prescriptions, so please be aware that State funding or exemptions do not apply, and any costs associated with fulfilment will be met by you.

HealthHero does not charge for issuing private prescriptions, but in choosing to have it fulfilled, you will be entering a contract with a pharmacy outside of the control of HealthHero. Fulfilling a private prescription is at the sole discretion of the dispensing pharmacist and HealthHero is not responsible for any refusal to dispense.

The clinician will automatically offer you the option(s) below to which you are entitled.

If the Medication Delivery Service is not an option made available to you by the clinician, we will ask you to nominate a local pharmacy to fulfil the prescription.

We will send the private prescription directly to the pharmacy and contact you to advise when it is ready for collection.

When choosing the collection service, please be aware that we will have no knowledge or control over the pharmacy charges for fulfilling the private prescription.

For patients in the UK, if you have agreed to a private prescription being raised, you will have the choice to have it dispensed by our partner community pharmacy. They will not charge you for processing the prescription, but you will be required to pay for the cost of the medication and delivery.

The dispensing pharmacy is open on weekdays from 9 am to 6pm and on Saturdays from 9am to 1pm, UK time, excluding UK bank holidays*.

The dispensing pharmacy will use reasonable endeavours to contact you within 1 hour of receiving the prescription and attempt contact at least 3 times before cancelling your prescription.

The dispensing pharmacy will confirm the total cost and delivery options and you are under no obligation to proceed.

If you are outside of the UK or Ireland, and at our sole discretion, we may offer you a digitally secure electronic prescription for a nominated pharmacy.

You must present this to your nominated pharmacy, acting as the intermediary between us and them, unaltered and with the instructions included in the email you receive with the prescription. Fulfilling an electronic prescription is at the sole discretion of the dispensing pharmacist you present it to, and HealthHero is not responsible for any refusal to dispense.

When choosing to receive an electronic prescription, please be aware that we will have no knowledge or control over the pharmacy fulfilment charges.

We are unable to electronically prescribe any controlled medications.