Medicine Policies

All prescriptions issued through Bliss are generated following a structured clinical assessment conducted by a registered independent prescriber (IP) or a GMC-registered doctor. No prescription is issued solely on the basis of a self-reported questionnaire; each response is individually reviewed by a qualified clinician before any medicine is approved.

Clinical assessment process: Our prescribers evaluate your health questionnaire responses against clinical eligibility criteria reviewed and updated in line with current evidence and relevant NICE guidance. For weight-management medicines, this includes assessment of BMI, co-morbidities, contraindications, and any current or recent medication use. Where a patient's responses indicate a potential clinical risk, the prescriber may decline to prescribe or request further information before proceeding.

Identity verification: Before a prescription can be issued or fulfilled, we verify your identity to ensure medicines are prescribed and delivered to the correct individual. This process may include:
• Photographic ID verification (e.g. passport or driving licence)
• Address confirmation matched to your delivery details
• Date of birth and name cross-referencing across your account and order records
• Liveness checks or additional verification steps where clinically indicated

Two-way communication: You can contact your prescribing team at any point in your treatment via your secure patient portal or by emailing [email protected]. Our prescribers respond to clinical queries within one working day. If your condition changes, you experience side effects, or you have concerns about your medication, you must notify us promptly so your prescription can be reviewed. Bliss does not operate a 24-hour emergency service; if you require urgent medical attention, please contact your GP or call 999/111.

Off-label prescribing: Some medicines we prescribe may be used “off-label” — meaning a licensed medicine is prescribed outside the specific terms of its marketing authorisation, for example for a different indication, dose, or patient group than the one it was originally licensed for. Off-label prescribing is lawful, well-established in UK clinical practice, and supported by GMC and GPhC prescribing guidance. It is sometimes the most appropriate option for a patient — for instance, where there is no suitable licensed alternative, or where current clinical evidence supports a particular use. This includes switching between GLP-1 weight-management treatments — for example, moving from one injectable medicine to another, or from an injection to an oral formulation — where the dose conversion or intended use may fall outside the specific terms of a product’s licence.
When one of our prescribers recommends a medicine for an off-label use, they will only do so where:
• there is sufficient evidence or established clinical experience to support the medicine’s safety and effectiveness for your intended use;
• they are satisfied it is in your best clinical interests and a suitable option for your individual circumstances; and
• the prescribing decision, and your agreement to it, is recorded in your clinical record.

You are always free to ask questions or to decline a medicine prescribed off-label, and your prescriber will discuss any licensed alternatives that may be appropriate for you. Please note that the patient information leaflet supplied with your medicine describes its licensed use, so some of the information it contains may not apply to the way it has been prescribed for you; your prescriber and pharmacist will explain anything you need to know to take it safely.

Important: Providing false or incomplete information during your consultation is a serious patient safety risk and may result in an inappropriate prescription being issued. Bliss reserves the right to cancel and withhold orders where information is found to be inaccurate or misleading.

All prescriptions are dispensed from our GPhC-registered pharmacy premises under the supervision of a named Responsible Pharmacist (RP), whose details are published on our Responsible Pharmacist page. The RP is legally responsible for the safe and effective operation of the pharmacy and must be present on premises whenever medicines are being dispensed.
 
Prescription checking:  Every prescription undergoes a two-stage clinical and accuracy check prior to dispensing:
• Clinical check: a pharmacist reviews the prescription for clinical appropriateness, checking dosage, contraindications, potential drug interactions, and suitability for the patient's stated health profile.
• Accuracy check: a second check confirms that the dispensed product matches the prescription exactly, including strength, form, and quantity.
 
High-risk and misuse-liable medicines:  For medicines with a recognised potential for misuse, dependence, or serious adverse outcomes (including GLP-1 receptor agonists and other weight-management treatments), we apply enhanced due-diligence measures. These include stricter eligibility criteria, frequency-of-supply limits, mandatory clinical review intervals, and refusal to supply where clinical red flags are identified. We will not dispense repeat prescriptions without a review of the patient's ongoing suitability.
 
Declinations:  Bliss reserves the right to decline to dispense any prescription where the pharmacist has reasonable clinical or safety concerns, irrespective of whether the prescription has previously been issued. In such cases, the patient will be informed and directed to seek advice from their GP or another healthcare provider.

All medicines held at our pharmacy premises are stored in accordance with the requirements of the manufacturer's Summary of Product Characteristics (SmPC) and GPhC standards for registered pharmacies. Our storage facilities are subject to regular audit and temperature monitoring.
 
Temperature control:  Ambient medicines are stored at 15–25°C. Refrigerated medicines (including those requiring 2–8°C cold-chain storage) are held in pharmaceutical-grade refrigerators equipped with continuous temperature monitoring and alarm systems. Temperature logs are maintained and reviewed regularly. In the event of a temperature excursion, affected stock is quarantined and assessed by a pharmacist before any decision to dispense or dispose is made.
 
Our pharmacy standards are set and inspected by the General Pharmaceutical Council (GPhC). View the standards for registered pharmacies on the GPhC website.

We take the integrity of your medication seriously from the moment it leaves our pharmacy to the moment it arrives with you. All orders are dispatched in packaging designed to protect medicines from physical damage, temperature variation, and tampering during transit.
 
Packaging standards:  All medicines are dispensed in original manufacturer packaging where possible, with patient information leaflets (PILs) included. Outer packaging is discreet and does not identify the contents or nature of the medicine. Packages are sealed in a manner that makes any tampering evident prior to opening.
 
Temperature-sensitive medicines:  Where a medicine requires cold-chain maintenance, we use insulated packaging with validated coolant materials to maintain the required temperature range during transit. Cold-chain orders are dispatched only to ensure overnight or next-day delivery, minimising time outside refrigeration. Patients must transfer cold-chain medicines to a domestic refrigerator promptly upon receipt. If a package appears to have been damaged or subjected to temperature compromise in transit, please contact us before using the medicine.
 
Delivery tracking & failed attempts:  All orders are dispatched with tracked courier services. You will receive a tracking reference by email once your order has been dispatched. If a delivery attempt is unsuccessful, your courier will leave instructions for collection or rearranging delivery. Bliss is not liable for medicines that deteriorate due to a patient's failure to collect from a pickup point within a reasonable time. For full delivery information, see our Delivery Policy.
 
If your order arrives damaged or appears tampered with,  do not use the medicine. Contact us at [email protected] and we may arrange a replacement or provide further guidance.

Please do not dispose of medicines in household waste, sink drains, or toilets. Improper disposal of medicines is harmful to the environment and may pose a risk to others.
 
How to return medicines:  Under the NHS and community pharmacy framework, most UK pharmacies — including Bliss — are required to accept unwanted medicines returned by patients for safe disposal, free of charge. You can return any unused, expired, or no-longer-needed medicines (including those not originally dispensed by Bliss) to our pharmacy. We do not accept sharps or needles via post; please use a local sharps disposal point or contact your GP surgery or local authority for sharps collection guidance.
 
Returning medicines by post:  If you are unable to return medicines in person, please contact us at [email protected] posting any medicines. We will advise on safe and compliant return methods. Do not post Controlled Drugs under any circumstances.
 
Our disposal process:  All returned medicines are segregated, stored securely, and disposed of by a licensed pharmaceutical waste contractor in accordance with the Environmental Protection Act 1990 and the Hazardous Waste Regulations 2005. We maintain disposal records for audit purposes. Returned medicines are never re-dispensed.

Bliss is a trading name of Express Healthcare Ltd (Company Registration No. SC704539), a registered online pharmacy operating in accordance with all applicable UK medicines legislation and GPhC standards for internet pharmacy services.
 
Our registrations:
• GPhC Pharmacy Registration No. 9011378 — registered with the General Pharmaceutical Council as an online pharmacy
• All prescribers are registered with the General Medical Council (GMC) or the General Pharmaceutical Council as independent prescribers, as appropriate
• We comply with the Human Medicines Regulations 2012, the Medicines Act 1968, and relevant MHRA guidance on the sale and supply of medicines online
 
How to verify us:  You can independently verify our pharmacy registration and check that we are authorised to supply medicines online by visiting the official GPhC register. Legitimate UK online pharmacies are required to display the EU Common Logo — clicking this logo takes you to our entry on the GPhC register, confirming our authenticity.
 
Buying medicines safely online: The GPhC advises patients to always check that an online pharmacy is registered before purchasing medicines. Learn how to buy medicines safely online →
 
If you have concerns about the standards or conduct of our pharmacy, you can raise these directly with the GPhC at pharmacyregulation.org. We take all complaints seriously and operate a formal complaints procedure — see our Complaints page for details.

Your medical and personal information is special category data under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We take our obligations as a data controller extremely seriously and handle all patient data with the highest standards of security and confidentiality.
 
What we collect:  During your consultation and dispensing journey, we collect the following categories of data:
• Personal identifiers (name, date of birth, address, contact details)
• Health information provided in your consultation questionnaire
• Prescription and dispensing records
• Identity verification documents
• Payment and transaction information (processed securely; we do not store full card details)
• Communications between you and our clinical team
 
How we use your data:  Your data is used to assess your eligibility, issue prescriptions, dispense and deliver your medicines, and maintain your clinical records. We may share relevant information with your GP, with your consent or where there is a clinical need or legal obligation to do so. We do not sell your data to third parties for marketing purposes.
 
Retention:  Prescription and clinical records are retained for a minimum of eight years from the date of the last entry, in line with NHS record-keeping standards and professional obligations. Identity verification data is retained only as long as necessary and then securely deleted.
 
Security:  All data is stored on UK-based or EEA-compliant servers with industry-standard encryption at rest and in transit. Access to patient records is restricted to authorised clinical and operational staff only, on a need-to-know basis. We conduct regular security reviews and maintain a data breach response plan.
 
For full details of your data rights — including your right to access, rectify, or erase your data — please read our Privacy Policy. To exercise your rights or raise a data concern, contact our Data Protection team at [email protected]. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.
 
Disclaimer: The information on this page is provided for transparency and patient information purposes. It does not constitute medical advice. Always consult a qualified healthcare professional if you have concerns about your health or your prescribed medicines.

These policies are reviewed at least annually and updated in line with changes to UK medicines legislation, GPhC standards, and our internal clinical governance processes. Continued use of our services following a policy update constitutes acceptance of the revised terms.

Express Healthcare Ltd is registered in Scotland. Company No. SC704539. Registered pharmacy: GPhC No. 9011378.