Code of Ethics: revision to Service Specification 9: Online Pharmacy Services

Set out below is the new text of Service Specification 9 (Online Pharmacy Services). Changes are indicated in blue type.

Service specification 9: Online pharmacy services
The public is entitled to expect the same high quality pharmaceutical care irrespective of whether the service is provided online or face-to-face on pharmacy premises. At all times pharmacists must act in the best interests of the patient and seek to provide the best possible health care. Pharmacy websites must clearly display the name of the owner of the business, the address of the pharmacy at which the business is conducted and where applicable the name of the superintendent pharmacist. Details of how to confirm registration status of the pharmacy and pharmacists must be provided. In addition to complying with all other professional requirements relating to the sale or supply of medicines pharmacists must ensure compliance with the following:

(a) Security and confidentiality
(i) Pharmacists must ensure that the confidentiality and integrity of all patient information is protected. All patient data transmissions must be encrypted to prevent the possibility of access by the internet service provider or any other unauthorised party.

(ii) National Health Service patient data must comply with security standards and other requirements determined by the NHS Executive.

(b) Request for supply of medicines
(i) In all cases where a pharmacy medicine is requested or recommended, pharmacists must ensure that sufficient information is available to enable a professional assessment of the request and that they have an opportunity to provide appropriate counselling or advice. Advice must be available to all prospective purchasers of general sale list medicines and vitamin and mineral supplements.

(ii) The patient must be able to identify the pharmacist assuming professional responsibility for the supply of medicines to them.

(iii) Pharmacists providing online pharmacy services must advise patients to consult a convenient pharmacy whenever a request for a medicine or the symptoms described indicate that the patient’s interests would be better served by a face-to-face consultation.

(c) Information and advice
(i) All information related to specific products must comply with the marketing authorisation, the patient information leaflet and the Medicines (Advertising) Regulations.

(ii) Information relating to medicines must include all relevant details of contraindications and side effects.

(iii) Non-patient specific health care advice, such as that relating to the treatment of symptoms or specific conditions, first aid, travel precautions, etc, provided on pharmacy websites must be of a high professional standard and the pharmacist assuming professional responsibility for the provision of that advice must be identified.

(iv) Product recommendations may only be given in respect of individual patients. The pharmacist assuming professional responsibility for the recommendation must be identified to the patient and a record must be kept of this.

(v) Before a patient receives a pharmacy or prescription only medicine pharmacists must ensure that the patient receives sufficient information to enable the safe and effective use of the medicine. Procedures for dealing with requests for supplies of medicines and/or delivery arrangements must ensure that this occurs.

(d) Record keeping
(i) The pharmacy must maintain information about supplies of medicines sufficient to guard against risks of abuse or misuse.

(ii) Records must be kept to identify the pharmacist authorising every supply of a P or POM medicine following an e-mail request to purchase.

(e) Complaints procedures
The website must contain details of how to make a complaint about the online pharmacy services provided.