www.pharmacy.nhg.com.sg

Frequently Asked Questions


Understanding ConviDose™
Q
How will I know when to take my medicines?  
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 medicines according to the instructions on the sachet.

 

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 medicines.

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Q
What do I need to check before I take my medicines?
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 medicines 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 medicines. 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 medicines packed inside ConviDose™?
A

There is a discard by date printed on each sachet.

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

There are some medicines which cannot be packed due to a few reasons (addressed in the following question)
If you have medicines that cannot be packed, our pharmacist will provide advice on how to take these medicines together with your ConviDose™.

 

Q
What are the medicines that will not be packed into sachets?
 
A
• Medicines which are moisture, heat and light sensitive.
• Antibiotics, Antivirals, Antifungals
• Chemotherapeutic medicines 
• Medicines that are to be taken only as needed e.g.: GTN tablets
• Liquid medicines
• Non-oral medicines
• Medicines for minor ailments e.g.: cough and cold
• Powder formulation or effervescent 
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 medicines 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 medicines from the sachets? 
A
The powder is from the tablet during the packing process. It is safe to consume the medicines 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.

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Q
My medicines 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. ConviDose™ is easy to carry and convenient, even on the go. 
Q
How do I store ConviDose™? 
A
Like all other oral medicines 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 medicines.  

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 medicines. 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
Please call our ConviDose™ Hotline at 6385 4595 at least one month in advance if you decide to withdraw from future services. You will need to sign on the withdrawal form and provide the reason for discontinuation. 

ConviDose™ Cost
Q
How much does it cost? 
A
The full cost of ConviDose™ to cover packing of medicines into sachets is $7.50 per week. As a NHG Polyclinics patient, you are entitled to the special price of $3.50 per week. Aside from this, you will need to make payment for your medicines as usual.  
Q
Will my prescribed medicines cost more? 
A
No. Medicines 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 medicines 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 medicines.  
Q
Is there any government subsidy provided? 
A
There is no government subsidy for ConviDose™ service.  
Q
Can I pay using my Medisave? 
A
Medisave is a national medical savings scheme introduced by the Ministry to help individuals put aside part of their income for future personal or immediate family's hospitalization, day surgery and certain outpatient expenses. In the Polyclinics, Medisave may be used to pay part of the outpatient expenses. However, 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
NHGP 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 (including GST) per subscription. 
Q
What is the delivery timing? 
A

Our home delivery is available as follows:

Days 

AM slot 

PM slot 

Mondays to Fridays 

10am to 1pm 

2pm to 4.30pm 

Saturdays 

10am to 1pm 

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
Our courier will give you a call at least an hour before delivery. 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 medicines 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.  

Locker Service
Q
Do I have to pay for delivery?
A
Pick up at locker service is chargeable at $4 (including GST).
Q
How do I collect?
A
  • A SMS notification with a one time PIN will be sent to your mobile phone once your medicines are ready for pick-up at your chosen locker location.
  • Just follow the instructions on the screen and key in the PIN provided in the SMS to retrieve your medicines.
  • You may collect your medicines at your own convenience within 48 hours after receiving the first notification.
Q
Where are the locations of the locker?
A
These lockers are conveniently located in 7-Eleven stores near you. Click here to find out the exact locations of the locker.

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 medicines and advise you on the best possible solution. You may need to discard your balance sachets and pay for the new set of medicines. 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 keep it aside. Remember to bring them and show your doctor or pharmacist on your next visit. Never consume sachets from different administration timing together. 
Q
What if I’m hospitalized and I’m taking medicines from the hospital? 
A
You may bring along your ConviDose™ to the hospital so that the healthcare professionals can identify your medicines. You may be required to stop taking your medicines 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 medicines 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 Polyclinic pharmacy where you subscribe the ConviDose™ service and depending on circumstances, you may need to consult a doctor for a prescription. Medicines 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 medicines as scheduled.

However in the event of unforeseen circumstances, like hospitalization and your medicines 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 medicines, 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 medicines are given through tube, arrangement for non-crushable medicines to be packed into separate sachets can then be arranged.
Q
What if I only need to take half a tablet?
A
Your medicines 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 medicines from my private doctors; can I take it together with ConviDose™? 
A
If you have several medical conditions being reviewed by different doctors, it is advisable for you to bring your ConviDose™ sachets along during your appointment for proper reconciliation of your medicines. Your NHGP doctor will then be able to ensure that prescription combinations are safe and make appropriate recommendations for better drug efficacy. This will also help to manage your medicines in a more holistic way.  
 
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 9am to 5pm on Mondays to Fridays.

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