Vitaflo To You - patient

If home delivery is appropriate, your dietitian will register you for the Vitaflo to You service. As part of this process, your dietitian will confirm which Vitaflo products you should receive through the service. The dietitian will notify your GP about your participation in the service and provide information on where prescriptions should be sent to ensure the necessary products are supplied each month.

Once your dietitian has completed your registration for home delivery, a member of our team will be in touch with you by telephone. During this initial call, we will introduce the service and process your first order on your behalf.

We will contact you each month about your next order, usually two weeks before delivery. This is to confirm which items you require and to check that the planned delivery date is still convenient for you. We can contact you using your preferred method, whether that is by phone call, email, text message, or WhatsApp.

Please note, we can only process your order if you are available to confirm it. we require a minimum of 10 days to process your first order following the introductory call.

We provide a monthly home delivery service, ensuring you receive your products every 28 days, equivalent to four weeks. Deliveries may be arranged on any preferred day from Monday to Saturday each week, excluding bank holidays. This flexible arrangement allows you to select the most convenient day for your delivery, helping to ensure someone is available to accept the parcel at your address.

Your order will be delivered by DPD, our trusted courier partner. Deliveries are available Monday to Saturday, excluding bank holidays, on your chosen day. We will confirm your delivery date in advance to ensure it is convenient and someone can receive the parcel.

If you are unavailable at the time of delivery, DPD provides a range of convenient options to ensure the receipt of your order proceeds seamlessly. You can update your preferred safe place, nominate a neighbour, or select a local pick-up shop using the My DPD app. Keeping these details current helps ensure your delivery reaches you without delay.

If your order is undeliverable and returned to us, please be aware that this may result in substantial delays prior to reshipment. To avoid such issues, it is important to keep your contact information up to date with both DPD and Vitaflo to You, and to make use of the tracking and management features provided by the My DPD app.

You will receive your DPD tracking email on the day your order is dispatched and you will also receive a text message with your 1 hour time slot on the day of delivery.

You may monitor your delivery using the My DPD app, which is readily available for download on your mobile device. Orders can be managed through the app after dispatch. If you know you will not be available at the time of delivery, you can use the app to make alternative arrangements. You can save a secure location, nominate a neighbour, or choose a local pick-up shop for deliveries if you are not home.

It is important to ensure that both DPD and Vitaflo to You have your most up-to-date contact details. After your delivery has been dispatched, its status will be updated within the My DPD app. The email address and telephone number you give Vitaflo must match those in your My DPD app for accurate tracking and delivery updates.

Once your order has been confirmed, our team will contact your GP surgery directly and request the prescription on your behalf.

However, if your GP practice does not accept third-party prescription requests, you will need to ask your surgery to issue the prescription either electronically or by post. Your GP will need to send your prescription to the following pharmacy:

There is no delivery fee for your prescription order. If you live in England, you must pay for prescriptions at any pharmacy unless you have a valid exemption. If you are exempt from prescription charges, kindly supply your exemption certificate number along with its expiry date so that we may apply this exemption to your order.

Individuals residing in Wales, Scotland, or Northern Ireland are exempt from prescription charges.

If you have missed contact with our care coordinator team, please be aware that we must confirm all deliveries with patients before processing any orders. If we cannot reach patients over 16, delivery is skipped automatically. However, you are still able to place a monthly order by contacting our team on 0800 023 4670 or by emailing pharmacy.fg783@nhs.net.

Please note that it may take up to 10 days to process your order in these circumstances. If we cannot reach parent/guardians of patients under 16, we may consult their dietitian for guidance. The dietitian may request a delivery of core products on the patient's behalf.

Your privacy is important to us. All patient information shared with Vitaflo to You and Brunswick Pharmacy, which acts as the onsite dispenser, is handled with the utmost care and confidentiality.

Any data you provide will be used exclusively within the NHS platform. This information is solely accessed for the purpose of contacting your dietitian or GP practice, ensuring that your care is coordinated efficiently and securely. We do not use your personal information for any other purpose.