www.pharmacy.nhg.com.sg

Frequently Asked Questions


Understanding ConviDose™
Q
How will I know when to take my medicine?  
A
Each Convidose™ sachet is printed with the specific date and time category, i.e. breakfast, morning, lunch, dinner or bedtime. You may consume your medicine according to the instructions on the sachet.
Convidose FAQ 1
 
Q
What dosing administration instructions will be printed on the sachets?
A

The time of administration (Morning, Noon, Evening, Night and Bedtime) will be printed on the sachets. Administration advice “Before meals” will also be printed on the sachets. Only “After meals” administration advice will not be printed on the sachets.

Sample Sachet for Morning After Meals:
 Convidose sachet for patients 

Q
What do the pictures on the sachets mean?
A

The pictures on the sachets provide pictorial explanation on the time and administration advice on your medicine.

02-01.jpg 

Q
What do I need to check before I take my medicine?
A
You will be provided with a medication list that describes your medication regimen. You should check your name, medicine instructions and descriptions on the sachet printout as well as other scheduled medicine not packed into the sachets before consuming them.
Q
Are the instructions on the Convidose™ available in different languages?
A
The instructions on the sachet can be printed in 3 different languages, i.e. English, Chinese and Malay. Please indicate your preferred language when you subscribe to this service. Pictograms are also available to direct you on how to take your medicine. If you would like to change your preferred language, please call ConviDose™ Hotline at 6385 4595 at least 2 weeks before your next supply of ConviDose™.
Q
Is there an expiry date for the medicine packed inside ConviDose™?
A

There is a discard by date printed on each sachet.

Convidose FAQ 1.6 


ConviDose™ Sachets
Q
Can all my medicine be packed into ConviDose™?
A

Some medicine cannot be packed due to a few reasons (addressed in the following question). If you have medicine that cannot be packed, our pharmacist will provide advice on how to take them with your ConviDose™.

 

Q
What are the medicine that will not be packed into sachets?
 
A
• Medicine which are moisture, heat and/or light sensitive.
• Antibiotics, Antivirals, Antifungals
• Chemotherapeutic medicine 
• Medicine that are to be taken only as needed e.g.: GTN tablets
• Liquid medicine
• Non-oral medicine
• Medicine for minor ailments e.g.: cough and cold
• Powder formulation or effervescent 
Q
Why is there a difference in the instructions on my sachets as compared to the medications from the Pharmacy in Ziploc?
A
Some medications may have a different administration timing to minimise the number of sachets that you will have to manage daily. One such medication is the Sulfonylurea class of medications (e.g. Glipizide, Tolbutamide, Gliclazide). If you are on these medications, you will notice that the tablets are packed into the after food sachet instead of before food. These sachets should be taken immediately after food.
Q
Should I be concerned that my Sulfonylurea mediations are not taken before food?
A
It is safe for you to consume your Sulfonylurea immediately after food. Do monitor for symptoms of low blood sugar (weakness, dizziness, hunger, sweating, trembling, blurred vision, unsteady walk or fast heartbeat). Speak to your ConviDoseTM coordinator if you are facing any issues and we can arrange for the Sulfonylurea to be packed before food if necessary.
Q
Are the sachets air tight? 
A
ConviDose™ sachets are made from corn cellulose which is biodegradable. It is not totally impermeable to air and moisture. 
Q
Where are the medicine packed? 
A
ConviDose™ is packed at Pharmacy Services Centre, NHG Pharmacy centralised facility for ConviDose™. 
Q
I noticed some powder in the sachets? Is it still safe to take the medicine from the sachets? 
A
The powder is from the tablet during the packing process. It is safe to consume the medicine in the sachets. 

Using ConviDose™
Q
How do I use my ConviDose™ Sachets?
 
A

Tear off the sachet along the perforation and then simply open the sachet by tearing from the top.

 Using convidose 

 

Q
My medicine are to be taken three times a day. What should I do if I’m out for the entire day? 
A
You may tear out the sachets needed for the day. ConviDose™ is easy to carry and convenient, even on the go.  
Q
What if I’m going away for a trip? 
A
You may tear out the days of the sachets according to the date that you are away, and a few extra days for standby in case of change in travel plans. ConviDose™ is easy to carry and convenient, even on the go.
Q
How do I store ConviDose™? 
A
Like all other oral medicine that do not have specific storage requirements, ConviDose™ should be stored in a cool dry place, away from direct sunlight. It is not recommended to remove the sachets from the original packaging so as to preserve the stability of the medicine.  

Signing Up for ConviDose™
Q
Am I suitable for the service? 
A
ConviDose™ is suitable for patients who are taking 4 or more long-term oral medicine. You may check with our ConviDose™ coordinator on your suitability.  
Q
Can I get this packing anywhere else? 
A
NHG Pharmacy is currently the only ConviDose™ service provider for the community.  
Q
How do I obtain supply of the next ConviDose™ when it involves more than one collection for a single prescription? 
A
If you opt for home delivery, your ConviDose™ coordinator will call you at least 2 weeks prior to the start date of your next ConviDose™ and arrange for delivery to your home before your current supply runs out.
If you opt for self-collection, your ConviDose™ coordinator will call you once it is ready for collection, approximately 1 week prior to the start date of your next ConviDose™.
You should be scheduled for a doctor consultation before your last supply of ConviDose™ is used up.
 
Q
How do I end the service?  
A

Our ConviDose™ coordinator will prompt for continuation of service during each prescription fill in the pharmacy. Do let our coordinator know and provide the reason in the withdrawal form for discontinuation should you decide to withdraw from the service. 

In the case when there is medicine yet to be packed in ConviDose™ sachet, you are required to inform your ConviDose™ coordinator at least 1 month in advance and sign a withdrawal form at the next visit. 

Your balance medication supply will not be affected. You may be required to visit the pharmacy to obtain your balance medications which will be packed into the regular Ziploc bags. 


ConviDose™ Cost
Q
How much does it cost? 
A

The full cost of ConviDose™ to cover packing of medicine into sachets is $7.50 per week. For chronic medications filled from Polyclinics or subsidized public healthcare institution (PHI) prescription, you are offered the special price of $3.50 per week. We are also offering ConviDose™ packing for external prescriptions at a special price of $4.50 per week. Aside from this, you will need to make payment for your medicine as usual. 

For a patient who is signing up for the first time, we are offering complimentary packing fee for 4 weeks. Packing fee for the following weeks and subsequent subscriptions will be as per above. 

Q
Will my prescribed medicine cost more? 
A
No. Medicine are billed separately at their usual cost. 
Q
What is the refund policy? 
A
Patients’ safety and medicine efficacy are of utmost importance. We ensure that medicine supplied to our patients are of fresh and good quality. Hence, due to hygiene and safety reasons, we do not accept any returns or refunds of medicine.  
Q
Is there any government subsidy provided? 
A
There is no government subsidy for ConviDose™ service. However, we are offering 4 weeks of complimentary packing for new sign ups.  
Q
Can I pay using my Medisave? 
A
Medisave cannot be used to pay for ConviDose™ service.
Q
I am a civil servant / blood donor. Can I claim the packaging cost under Civil Service card / Blood Donor card? 
A
ConviDose™ service is not claimable under Civil Service Benefits and Medical Benefits Scheme for Blood Donors.  
Q
I have financial difficulties but I need ConviDose™. How can I get help?  
A
Patients who require and are suitable for ConviDose™ may seek financial help. You may approach your ConviDose™ coordinator. He / She may help to arrange for an appointment with the financial counselor who will then assess your financial status.

Home Delivery
Q
Do I have to pay for delivery? 
A
Home delivery service is available at $4 per delivery trip.
Q
What is the delivery timing? 
A

Our home delivery is available as follows:

Days 

 Morning slot 

 Afternoon slot 

 Night slot 

Mondays to Fridays 

10am to 1pm 

2pm to 6pm 

7pm to 10pm 

Saturdays & Eve of Public Holidays

10am to 1pm 

 2pm to 6pm 

Not Available 

Sundays & Public Holidays 

Not Available 

 

Q
How do I change my delivery schedule? 
A
You may call the ConviDose™ Hotline at 6385 4595 at least 3 days before your scheduled date. 
Q
How do I change my delivery address? 
A
You may call the ConviDose™ Hotline at 6385 4595 to update your new delivery address. 
Q
What happens if I’m not at home when the delivery is made? 
A
In the event that the delivery failed, a notification of failed delivery will be left at your doorstep. You may either arrange to pick up the package at the polyclinic 2 days after the scheduled delivery or to re-arrange for a second delivery. Please note that a second delivery fee applies. 
Q
How can I be sure that the product is not tampered with during delivery? 
A
The sachets are packed into vacuum sealed bags. These vacuum sealed bags are placed in a primary packaging. In the event that you encounter tampered primary packaging, please return the medicine to the courier.
Q
Can I opt out from home delivery after I’ve made payment for the deliveries? 
A
You may call ConviDose™ Hotline at 6385 4595 to opt out of home delivery. However, we are unable to refund for delivery charges that have been charged.  
Q
Can I request for home delivery even if I did not opt for it when I first signed on? 
A
You may call ConviDose™ Hotline at 6385 4595 to request for home delivery. Delivery charges at $4 (including GST) per trip apply.  
Q
I will be overseas for 4 months? How can I get the ConviDose™ delivered to me? 
A
Delivery is limited to Singapore only. If you are going overseas for a long period of time, please inform your ConviDose™ Coordinator for special arrangements.  

Changes in Medication Regime
Q
What happens if there are changes to my medicine after it is packed into ConviDose™? 
A
Please inform your ConviDose™ coordinator when there is a change to your medication therapy. The pharmacist will review your medicine and advise you on the best possible solution. You may need to discard your balance sachets and pay for the new set of medicine. In view of patient’s safety and hygiene reasons, we do not encourage amendment of your remaining sachets.
However, in the event that an amendment is necessary, an amendment processing fee of $10 per week (excluding medicine and home delivery cost) applies. 
Q
What if I miss a dose? 
A
If you miss a dose, you should take it as soon as you remember. If it’s too close to your next dose, tear the missed sachet from the packaging and discard it. Never consume sachets from different administration timings together. 
Q
What if I’m hospitalized and I’m taking medicine from the hospital? 
A
You may bring along your ConviDose™ to the hospital so that the healthcare professionals can identify your medicine. You may be required to stop taking your medicine from ConviDose™ during your admission. Sachets that are not consumed should be discarded. 
Q
What if I need to extend my appointment? 
A
You may contact the ConviDose™ Hotline at 6385 4595 and your medicine for the extended duration will be supplied in the usual Ziploc bags, if necessary. 
Q
What if I misplace all my sachets? 
A
You may proceed straight to NHG and NUP Polyclinic pharmacy where you subscribe the ConviDose™ service and depending on circumstances, you may need to consult a doctor for a prescription. Medicine and ConviDose™ charges apply for resupply. 
Q
What do I do with the expired ConviDose™? 
A
Your ConviDose™ is packed accordingly for daily use. Hence there should not be any expired ConviDose™ sachets if you have been taking the medicine as scheduled.

However in the event of unforeseen circumstances, like hospitalization and your medicine are put on hold by your doctor, you will need to discard any unconsumed ConviDose™.
 
Q
What if I notice any discrepancies in my ConviDose™ Sachets? 
A
Do not use the ConviDose™ if there are discrepancies. You may contact your ConviDose™ Coordinator at the ConviDose™ Hotline at 6385 4595 immediately for resolution. 

Others
Q
How do I use ConviDose™ for tube feeding or if I cannot swallow?
A
You may crush the tablets directly in the sachets and empty them out into a medicine cup. Wash the rest of the powder from the sachets with drinking water and pour them into the cup. Mix well before administration or feeding into tube. For non-crushable medicine, you may empty out the capsules or dissolve them in a small amount of water. Do inform your ConviDose™ Coordinator if you have problem swallowing or if the medicine are given through tube, arrangement for non-crushable medicine to be packed into separate sachets can then be arranged.
Q
What if I only need to take half a tablet?
A
Your medicine which have been packed into ConviDose™ has been conveniently sorted and packed according to your daily treatment regimen. If your prescribed dosage is half a tablet, it will be halved before being packed into the sachet. 
Q
I have a prescription from my private doctors or hospitals; can I pack it together in ConviDose™ with the medicine from the Polyclinic?
A
We can pack medicine from several prescribing doctors provided that they are of the same duration. This will help to manage your medicine in a more holistic way. However, we do not pack medications that are already collected from other institutions. 
Q
Who should I contact if I have queries related to my medicine?  
A
You may call ConviDose™ Hotline at 6385 4595 for advice from 8.30am to 5.30pm on Mondays to Fridays and 8.30am to 12.30pm on Saturdays.

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