What should I do if I have problems with my electronic prescription?
A pharmacist may refuse to dispense medication if they are unfamiliar with it. If you encounter this situation, we suggest contacting other local pharmacies.
Check their stock availability and confirm they can dispense the medication prescribed by phoning ahead or checking their website.
How long does it take for a pharmacy to process my prescription?
Processing times may vary by pharmacy. Please check with your chosen pharmacy for their specific processing times.
How can I find out which brand is available at my local pharmacy?
You can visit your local pharmacy or contact them directly to inquire about the availability of the medication and its specific brand names. Make sure to provide them with the active ingredient and dosage so they can assist you in finding the correct formulation.
What should I do if my pharmacy suggests a different brand or substitution?
If your pharmacy offers a different brand or substitution, check that the active ingredient and dosage match the Treatment Recommendation provided by GenderGP. So long as they match, it should be fine to proceed with the alternative. If not, speak with the pharmacist further or try an alternative pharmacy.
Why is my pharmacy asking for an FP10?
In the UK, there are two types of prescriptions: FP10 and private.
An FP10 prescription is a specific type of prescription used within the National Health Service (NHS) in the United Kingdom. FP10 forms are used by general practitioners (GPs), hospital doctors, dentists, and nurse prescribers to prescribe medications and treatments to patients.
FP10 prescriptions contain unique identifiers and the patient’s NHS number, ensuring that the prescription is traceable and valid within the NHS system. These prescriptions can be taken to any NHS pharmacy, where the prescribed medications can be dispensed to the patient.
Private providers can’t issue FP10s. Instead, they issue private prescriptions and the pharmacy should dispense from that. If your pharmacy refuses to dispense from your private prescription, we recommend trying an alternative pharmacy. Phone ahead to check availability and that they'll be happy to dispense your medication.
How do I know if my prescription has been sent to the pharmacy?
Once we’ve sent your prescription referral request to the independent prescriber for action and signing, you’ll receive a confirmation email.
You can expect to receive your electronic prescription (Clynxx) or Smartway payment link the next working day. If you’ve requested a paper prescription, please allow two weeks for delivery.
My pharmacy refuses to dispense. What do I do?
Our independent EU prescribers issue a prescription that is legally valid in all UK and EU pharmacies. Your pharmacy is not allowed to refuse to dispense without a good reason.
If they do refuse, make sure you get their reasons in writing and ask for the details of their regulator. If you feel they have acted outside of their regulatory requirements, you should raise a complaint.
In the meantime, you can also take your prescription to a different pharmacy.
How can I find a list of pharmacies approved by GenderGP?
GenderGP provides Treatment Recommendations. These can be referred to an independent prescriber to prescribe you your medication if needed.
These prescriptions can be dispensed by any pharmacy. There aren't any particular pharmacies that we approve of or recommend above the rest.
Medication prices are too high, so I’d like to use another prescription at a different pharmacy. What should I do?
To request a new prescription, please submit a new Treatment Recommendation request. Ask for a referral to an independent prescriber and select either a Clynxx electronic prescription token or a paper prescription from the form. You can use these at a pharmacy of your choice.
You will need to make payment for the referral fee again at the end of the form, as this is a new referral to the prescribing doctor. Unfortunately, we can’t provide a refund for your original prescriber fee, as this prescription has already been used.
What do I do if Smartway doesn’t deliver to my location?
If Smartway doesn't deliver to your location, you can opt for an electronic token, instead and use it at a pharmacy of your choice. Alternatively, you can request a paper prescription and take that to a pharmacy near you.
We recommend double checking with your pharmacy if they can accept electronic tokens, as some will only accept paper prescriptions.
What is cross-border dispensing?
Cross-border dispensing refers to the process of obtaining medication from a pharmacy located in a different country to that where the member resides.
It allows members to access medications that may not be readily available or accessible in their home country.
Why did I get an email saying my prescription is cancelled?
If updates are needed in your prescription details such as your name, date of birth, or medication items when it’s sent to the doctor for review and signing, it will be cancelled. However, rest assured that a new prescription will be created promptly.
You will be notified by email about the cancellation, but this won’t affect the issuance of the new prescription. If you don’t hear within 72 hours, contact us via the Chatbot in the bottom right of the GenderGP website.
Why can’t I order more than what is written on the prescription?
Pharmacies can only dispense the amount of medication that's written on the prescription.
What name will appear on my prescription?
Your prescription will have both your legal name and current name as provided by you. Provide us with the information you want to see on your prescription using the form submission. For example, if you don’t want a prescription with your legal name on it, leave that field blank.
Please note that many online pharmacies require your legal name to appear on your prescription so they can verify your identity.
The form will show you a preview of how your details will appear on the prescription.
In case of an electronic prescription, it will include your legal name only if you choose to do so. However, opting out of using your legal name will prevent you from using most online pharmacies.
We recommend checking the pharmacy’s requirements beforehand and then select the one that best meets your needs.
Will I need to pay for the medication at the pharmacy?
If you have a private prescription for medication, that means that you need to pay directly for the medication (the costs of which are set by the pharmacies). You can contact your pharmacy in advance to check their pricing for your prescription.
How do I change my prescription between gel, patches and injections?
Simply submit a new Treatment Request and give us your preferences when your next prescription is due. Please take any unused medication back to your pharmacy for them to dispose of.
Can I get a prescription for non-HRT related medications through GenderGP?
Our Doctor Consultations are available for booking at your convenience. During these sessions, you can speak with an independent doctor about any aspect of your healthcare. You can also request a bespoke prescription during the session, which the doctor can write for you at their discretion.
How do I report a problem with my GenderGP medication?
If you have a problem with your medication, please contact your dispensing pharmacy for assistance.
If you’re dissatisfied with the medication on your Treatment Recommendation, please submit a new Treatment Recommendation request, providing us with your most up-to-date preferences, current medication, any blood test and medical history.
I had a bespoke prescription last time. How do I get a repeat?
If your bespoke prescription was previously issued during a consultation with a doctor on our Directory, this likely occurred because the medication you desired wasn’t available through our Treatment Recommendation form.
You will likely need another Doctor Consultation to get a repeat prescription.