www.pharmacy.nhg.com.sg

Frequently Asked Questions

  1. Who can make use of this online prescription medicines filling service?  
  2. How do I order my medicines through this service? 
  3. Can I get my children or relative to order my medications online for me? 
  4. What are the modes available for me to collect my medicines? 
  5. What are the delivery time slots available? 
  6. Is there any charge for home delivery or pick up at locker service? 
  7. How long do I have to wait to receive my medicines? 
  8. What is the minimum amount I have to order? 
  9. If I am a patient of Hougang Polyclinic, can I collect my medicines at other polyclinic instead? 
  10. How do I make payment for the order? What are the payment options available? 
  11. What if the items that I had received seem to have been damaged or tampered with?  
  12. 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? 
  13. I have a valid prescription from another hospital / other healthcare institutions; can I make use of this online prescription service? 
  14. Can I buy medicines for minor ailments from this online portal? 
  15. 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? 

  1.  Who can make use of this online prescription medicines filling service? 

    This service is only for patients from National Healthcare Group Polyclinics (NHGP) and National University Polyclinics (NUP):

    • who have a valid NHGP/NUP prescription and
    • have balance supply of uncollected prescribed medicines  

    NHGP clinics – Ang Mo Kio Polyclinic, Geylang Polyclinic, Hougang Polyclinic, Toa Payoh Polyclinic, Woodlands Polyclinic, Yishun Polyclinic
    NUP clinics – Bukit Batok Polyclinic, Choa Chu Kang Polyclinic, Clementi Polyclinic, Jurong Polyclinic, Pioneer Polyclinic, Queenstown Polyclinic

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  2. 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. Alternatively, you may fill your medicines via HealthHub app or website.

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  3. 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.

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  4. 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 collect your medicines at our polyclinics 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 1 working day to:

    • inform you of the total amount for payment
    • confirm the arrangements for medicines collection or delivery

    Our pharmacist may call the patient personally for order that requires further verifications or clarifications.

    *Delivery to home exclude medicinal products containing controlled drugs and drugs of high abuse potential (e.g. codeine containing preparations and benzodiazepines)

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  5. What are the delivery time slots available? 

    To ensure that our patients receive their medicines promptly, selecting specific delivery timing is not permitted.

    Delivery Day Morning Afternoon Night
    Monday to Friday 9am to 1pm 2pm to 6pm 7pm to 10pm
    Saturday 9am to 1pm 2pm to 6pm NA

    There are no deliveries on Sunday, public holidays and the eve of these major public holidays – Hari Raya, Deepavali, Christmas, New Year and Chinese New Year. 

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  6. Is there any charge for home delivery?

    Home delivery is charged at $4 per service. There will be an additional charge of $15 for delivery to Tuas, Changi Airfreight, PSA, Loyang etc. We do not deliver to offshore islands and overseas.

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  7. 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 request. Upon confirmation, please allow a minimum of 3 working days for the medicines to be ready for collection or to be delivered.
     

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  8. What is the minimum amount I have to order? 

    We accept orders of any amount.

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  9. 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. 

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  10. 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 delivered with the medicines. You may make payment via:

    • Internet Banking,
    • AXS Machine,
    • Cash on Delivery
    • Cheque, or
    • At any of the respective polyclinics in NHGP / NUP

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  11.  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. Our staff will get in touch with you as soon as possible for a follow-up.

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  13. 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.

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  15. 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.

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  17. 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.

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  19. 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 NHGP contact centre at 6355 3000 or NUP contact center at 6663 6847 to book for the next earliest appointment.

    This online portal is only meant for patients who would like to purchase their balance uncollected medicines in the polyclinics.

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