This policy explains how online pharmacy consultations operate, what information users must provide and how professional decisions are made.
Purpose
An online consultation enables a pharmacy professional to review relevant information and decide whether the requested service or treatment is suitable.
It is not a guarantee of prescribing or supply.
Eligibility
Eligibility may depend on age, location, identity, symptoms, history, medicines, allergies, pregnancy or breastfeeding status, previous treatment and service-specific criteria.
Accurate Information
Users must answer honestly, completely and for the person who will use the treatment.
Important changes before a decision should be disclosed. Inaccurate or omitted information can make treatment unsafe.
Identity and Evidence
The service may request identity, age, address, photographs, medicine evidence, measurements or previous-treatment information.
A request may be paused or declined where evidence is missing, unclear or inconsistent.
Appointments
Some services may require a scheduled video, telephone or other remote appointment.
Users should join on time, use a private setting and ensure their device and connection are suitable.
Professional Review and Outcomes
A qualified professional may approve treatment, recommend another option, request more information, advise self-care, decline the request or refer the user to another healthcare service.
Prescribing, Supply and Payment
Where prescribing is involved, a prescription should be issued only after an appropriate decision.
Payment does not guarantee treatment approval, and dispensing remains subject to pharmacy checks, stock and legal requirements.
Missed or Cancelled Appointments
Appointment rules may include notice periods, rescheduling limits or fees.
A consultation may end or be rearranged when safe assessment is not possible.
Safeguarding and Emergencies
Serious safety, abuse, neglect, coercion, fraud, self-harm or other safeguarding concerns may be escalated where required.
Online consultations are not emergency services.
Repeat Requests, Records and Conduct
Repeat treatment may require a new assessment, monitoring or evidence of benefit.
Consultation records should be handled according to the Privacy Policy.
Threatening, abusive, fraudulent or inappropriate behaviour may result in the consultation ending.