Primed Pharmacy Service Level Agreement (SLA), and Terms & Conditions

1. Overview and Acceptance

By completing the checkout process and submitting prescriptions to Primed Pharmacy, the Prescriber confirms that they have read, understood, and agree to be bound by the following:

• Declaration of professional and legal responsibility for prescribing.
• Service Level Agreement (SLA) between Primed Pharmacy and the Prescriber.
• Compliance with relevant regulatory safeguards and identity verification standards.

This agreement governs the dispensing of medicines by Primed Pharmacy based on prescriptions issued by the Prescriber. It outlines responsibilities, data protection, patient safety measures, and legal obligations.

2. Prescriber Declaration and Responsibilities

The Prescriber confirms:

• The patient named in the prescription has consented to delivery of medicines to the nominated address/agent.
• Primed Pharmacy has been nominated as the dispensing pharmacy.
• Patient consent has been obtained and documented for sharing personal data with Primed Pharmacy, in accordance with GDPR and the Data Protection Act 2018.
• Where an associated practitioner will administer treatment, they are appropriately trained, insured, and competent.
• Full clinical, professional, and legal responsibility is accepted for the prescribing decision, including off-label use.
• Prescriptions issued are for the patient’s healthcare and qualify for VAT exemption. Stock/signed orders must be used where appropriate, and VAT will apply.
• Compliance with GPhC, MHRA, HMRC, GDPR, and all relevant regulatory standards is maintained.
• Appropriate training and insurance are held for all prescribing activities.

3. Identity Verification and Information Validation

• Identity checks appropriate to the medicine being supplied must be performed by clinic staff (e.g., using credit reference databases, photo ID verification services).
• Prescribers must not rely solely on questionnaires. Information must be independently verified through clinical records, direct communication with the patient, or third-party verification (e.g., GP).
• Where verification cannot be achieved, the patient must be referred to an appropriate care provider (e.g., walk-in centre, urgent care).
• For high-risk, long-term, or weight management medicines, the Prescriber must:
  • Independently verify clinical data (e.g., BMI, history, monitoring requirements).
  • Ensure monitoring is in place and documented.
  • Share relevant information with the patient’s GP or healthcare provider, if consent is provided.
  • Maintain a clear record of the justification if prescribing occurs without GP involvement.

4. Primed Pharmacy Responsibilities

Primed Pharmacy will:

• Dispense medicines accurately and securely.
• Deliver medicines safely to the patient or their agent.
• Maintain a secure digital platform for processing orders and storing data.
• Conduct risk assessments, audits, and ensure regulatory compliance.
• Retain accessible records of transactions, consents, and communications.

5. Prescription Handling and Data Protection

• Prescriptions must be issued electronically through secure platforms.
• Patient consent for data sharing and delivery must be documented.
• The Pharmacy will process and store data in accordance with GDPR.

6. Operational Requirements and Communication

• Both parties must maintain responsive and open communication.
• Urgent matters must be addressed within 24 hours.

7. Safety Measures and Audits

• Risk assessments will cover delivery risks, data breaches, and clinical appropriateness.
• Regular audits will review SOPs, training, patient feedback, and prescribing practices.
• The Pharmacy will only dispense high-risk medicines if safeguards are satisfied.

8. Training and Competency Requirements

Prescribers must be trained in:

• Clinical skills and data protection.
• Remote communication and prescribing standards.
• Ongoing competence aligned with Royal Pharmaceutical Society frameworks.

Pharmacy staff must be trained in:

• Prescription/data handling.
• Patient and prescriber communication.

9. Record Keeping

Prescribers must retain:

• Clinical records.
• Consent forms.
• Justifications for prescribing decisions.

The Pharmacy must retain:

• Dispensing and delivery records.
• Patient communication and consent documentation.

10. Digital Platform Compliance

Primed Pharmacy’s digital systems will:

• Display registration details.
• Use secure, PCI-DSS-compliant systems.
• Provide a clear privacy policy.
• Store data on UK-based or GDPR-compliant servers.

11. Patient Transparency and Consent

• Patients will be informed of:
  • The Pharmacy’s identity and contact details.
  • How to raise concerns.
• Prescribers must ensure patients understand the service and provide informed consent.

12. Consultation and Monitoring Standards

• Consultations must include two-way communication (e.g., video or phone call).
• For high-risk medicines, questionnaires alone are not sufficient.
• The Prescriber must verify and justify their consultation method and document decisions.

13. Safeguards for Specific Medicine Types

• High-risk, misuse-prone, and weight management medicines require enhanced safeguards:
  • Confirm the medicine’s appropriateness.
  • Confirm the patient’s medical history and monitor ongoing treatment.
  • Record the justification and monitoring strategy.

14. Governing Law

This agreement is governed by the laws of England and Wales. Any disputes will fall under the jurisdiction of the courts of England and Wales.

15. Acceptance

By submitting prescriptions and completing the checkout process with Primed Pharmacy, the Prescriber affirms acceptance of these terms and acknowledges full responsibility for their prescribing actions and compliance with this agreement.