Healthera | Pharmacy App 12+

I am not one for leaving reviews but I feel compelled to over this service.
It’s not as good as other APPS with its communication or service.
Last order was at preparing stage for over 10 days no communication as to why, I was expecting it delivered via Royal Mail like my previous app but no I have to collect it from the Pharmacy. No major issue but when I used the message option via the app they couldnt explain why it was being preparing for 10 days, they told me to contact the Pharmacy . When I contacted them via the app I was I was told they don’t take messages via the app. I had to phone them and collect my drugs.
Disappointing as the ECHO app was much better, sadly this is no longer supported by my surgery! So I am stuck with poor communications and poor service. Glad I am not an elderly person using this service. Let’s hope it gets better very poor start!

Hi, we are sorry that you faced an issue. Could you please share a bit more information with us at hi@healthera.co.uk so that we can get in touch with you and resolve the issue.

The App is a great concept but have found the rules for ordering are too prescriptive! If items are ordered outside of the prescribed window, the Computer or somebody says No! You do not find this out until collection time when it needs to go through the whole ordering process again. Eg: I ordered 2 Freestyle Libra sensors a few days early because a failure 4 days before the normal repeat date. By the time I find out it was not approved, it was too late and had to purchase one for £50. The concern is that we are eligible for 26 a year so it should be managed on that basis rather than a few days out over a month. The same applies if any order is placed early because I would be away at normal renewal time. Previously, when ordered via the Surgery web site, each medication could be ordered a number of times before review and not strictly by date. This provides a Service more suitable for the Practical needs of patients. This system is inflexible and is suited to bureaucratic needs and not for the people it’s there to serve. Fix that and it will be 5 Stars! From personal experience expressed by others, this is a general issue that people may not be bothered or able to raise with you. Hope this helps with improving the experience using this App

Thank you so much for your feedback! You are able to change how often you need your medication, and are able to request for an earlier prescription as well, with a note to your GP to state why. We apologise that this wasn't clear, and will be looking at ways to improve this. In the meantime, please do email us at support@healthera.co.uk so we can address these issues in more detail.

Total waste of time. Not for the first time I’ve been waiting longer than necessary for my prescription; but, we are in the middle of a pandemic I hear you say! So, I ordered my prescription over a week ago (leaving time for the slowed down version of it being issued), I received a message on Monday morning to say my prescription had been rejected; I phoned the pharmacy, and was told everything was in hand, but, they were clearing previous requests. Wednesday evening I checked my GP’s website to find out if the prescription had been issued, nope, not issued! I phoned the GP yesterday morning to find no request had been made for my medication. After speaking with the pharmacy and them blaming the GP for not issuing the script, I informed the person that it was in fact the pharmacy’s fault as they had not even requested the medication - change of tune then. So, the inconvenience of going to my surgery to drop in the repeat and then queuing up to collect is now a burden I am prepared to bear as it will be a darn sight quicker than numerous calls to the pharmacy and GP to ascertain what the heck is going on and to identify where in the world my medication actually is! Pointless app! With the app - 8 days to get my prescription; without the app - 2 to 3 days.

I am really sorry for the inconvenience, and the stressful experience. So we can look into what caused this communication - could you please send your details and that of the pharmacy to support@healthera.co.uk?