When was this service launched?
The online prescription medicines refill service was launched on 15 January 2013. Pick-up from locker service was introduced from 1st March 2017.
Back to Top
Who can make use of this service?
Currently, this service is made available for National Healthcare Group (NHG*) Polyclinics’ and National University Polyclinics' (NUP*) patients only. This service is for patients:
- who have a valid NHG/NUP Polyclinics prescription and
- have balance supply of uncollected prescribed medicines
Back to Top
How do I order my medicines through this service?
Simply log in to https://www.pharmacy.nhg.com.sg, sign up as a member and you may place your order immediately.
Back to Top
Can I get my children or relative to order my medications online for me?
Yes, you may get someone else to order on your behalf. Our pharmacist may call the patient personally for any ambiguous order.
Back to Top
What are the modes available for me to collect my medicines?
For convenience, you can opt to have your medicines delivered directly to your preferred address or pick them up at the selected locker at your convenience. Alternatively, you can also make a trip down to our polyclinic for collection during our operating hours.
Upon receipt of your online order, an email notification would be sent to you. Our clinic staff will also contact you within the next working day to:
- inform you of the total amount for payment
- confirm the arrangements for medicines collection
Our Pharmacist may call the patient personally for order that requires further verifications or clarifications.
*Delivery to home and locker exclude medicinal products containing controlled drugs and drugs of high abuse potential (e.g. codeine containing preparations and benzodiazepines)
Back to Top
What are the delivery time slots available?
There are 2 time slots to choose from. To ensure that our patients receive their medicines promptly, selecting specific delivery timing is not permitted.
| Delivery Day |
Morning Time Slot |
Afternoon Time Slot |
|
Monday to Friday
|
10am to 1pm |
2pm to 5pm |
|
Saturday
|
10am to 1pm |
NA |
There are no deliveries on Sunday, public holidays and the eve of the following major public holidays – Hari Raya, Deepavali, Christmas, New Year and Chinese New Year.
Back to Top
Is there any charge for home delivery or pick up at locker?
Home delivery is charged at $4 per service. Pick up at locker is charged at $2 per service.
Orders delivered to remote places such as Tuas, Changi Airfreight, PSA, Loyang etc. will be chargeable at $15 per trip. We do not deliver to offshore islands and overseas.
Back to Top
How long do I have to wait to receive my medicines?
Upon receiving your request, our pharmacist will contact you within 1 working day to confirm your order. Upon confirmation, please allow a minimum of 2 working days for the medicines to be ready for collection or to be delivered.
Back to Top
What is the minimum amount I have to order?
We accept orders of any amount.
Back to Top
If I am a patient of Hougang Polyclinic, can I collect my medicines at other polyclinic instead?
No. The original electronic prescription can only be viewed and retrieved at the issuing branch. Therefore any balance will have to be collected from the issuing polyclinic.
Back to Top
How do I make payment for the order? What are the payment options available?
An outstanding bill, inclusive of charges for both medicines and delivery charge, will be generated and packed with the medicines. You may make payment via:
-
Internet Banking,
- AXS Machine,
-
Cheque, or
- At any of our NHG / NUP Polyclinics
Back to Top
Can I pay cash upon delivery?
To safeguard our patients’ interests, we do not accept cash upon delivery as our deliveries are handled by an external party.
Back to Top
What if the items that I had received seem to have been damaged or tampered with?
You are advised to check the condition of the package(s) upon receipt of the item(s). If there are signs of damage or tampered seals for home delivered items, do inform our delivery personnel immediately and return the item(s) to them. For package(s) picked up at the lockers, please retain the package(s) and inform our staff immediately. Our staff will get in touch with you as soon as possible for a follow-up.
Back to Top
What if my doctor changes my dosages or medicines and I still have some of the medicines ordered online, can I return the balance medicines?
For safety and hygiene reasons, medicines sold are not refundable or exchangeable.
Back to Top
I have a valid prescription from another hospital / other healthcare institutions; can I make use of this online prescription service?
Our pharmacists will need to authenticate the prescription. In this situation, patient has to deposit the original prescription at our pharmacy before we can process the order.
Back to Top
Can I buy medicines for minor ailments from this online portal?
No. For our patients’ safety, our Pharmacist will need to meet you personally in order to have a better understanding of your medical history and conditions.
Back to Top
I need a top up of my long term medicines (I have run out of them OR I am unable to come back on my appointment date), can I request for the top up from this online portal?
No. Doctors or care managers will need to access your conditions first before supplying you an extension of medicines. Please call our contact centre at 6355 3000 to book for the next earliest appointment.
This online portal is only meant for patients who would like a refill of their balance uncollected medicines in the polyclinics.
Back to Top
