About NHS Pharmacy Services

Last Updated: 27 Jan 2023

Pharmaceutical services are provided by Infohealth Limited trading as ‘Infohealth Pharmacy’. Our dispensing pharmacy is regulated and authorised for internet sales by the General Pharmaceutical Council (GPhC), registration number 1036487. You can view our license credentials on the General Pharmaceutical Council website

Our superintendent pharmacist who is responsible for the safe and effective oversight of medicines supplies is Mr Amish Patel (Registration Number 2042705).

Professional and Transparent Service

Medicines are not ordinary items of commerce. All medicines or healthcare product sales are made under the supervision of a registered pharmacist who is licensed by the GPhC. At all times, we endeavour to provide a professional and transparent service whose primary goal is to ensure that the best interests of the patient are served.

From time to time, we accept that service levels may not be up to expectations. In the event you wish to make a formal complaint we have a clear and transparent written complaints procedure.

We aim to acknowledge all formal written complaints within two working days of receiving them and to respond to all formal written complaints within five working days of receiving them.

Complaints

Now Patient welcomes concerns, compliments and complaints as valuable feedback that will help us learn from your experiences and make improvements.  To lodge a formal complaint or leave feedback, please send an email to support@nowpatient.com and provide as much information as possible to allow us to investigate your complaint. Include the following:

  • Your name and a valid email or home address for a reply
  • A phone number in case we need to contact you for additional information
  • The particular part of the service you want to complain about
  • A clear description of what you want to complain about and when this happened
  • Any relevant correspondence

Now Patient will acknowledge all complaints no later than the third working day after the day the complaint is received.

The complaint will be investigated and you will receive the findings of the investigation along with an apology. You will also receive an explanation of any lessons learned or changes that will take place as a result of the findings of the investigation.  The investigation length will depend on what your complaint is about and how complex it is. Communication with you is important and we will keep you updated throughout the process.

If you are unhappy with the response that NowPatient® (Infohealth Pharmacy) has made to a formal written complaint, then you should  raise your concerns with the General Pharmaceutical Council

A complaint must be made no later than 12 months after the date on which the matter which is the subject of the complaint occurred; or if later, the date on which the matter came to the notice of the complainant.

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Do you have plans if your service is down?

Now Patient has a Business Continuity Plan (BCP) that is triggered if our systems are down. The aim of our BCP is to ensure that there is no significant disruption to the delivery of the health care services provided by Now Patient and that the pharmacy contributes effectively to civil emergencies where appropriate. ISO 22301 defines business continuity as:

“The capability of the organisation to continue delivery of products or services at acceptable predefined levels following a disruptive incident”