Dear Umesh,
I recently asked if my prescription could be sent to a different pharmacy because a product I wanted wasn’t available on my usual formulary, but my clinic refused the request. What should I do?
Understandably, you may want to send your prescription to a different pharmacy, and you have every right to do so. If your clinic said no, it should explain why it refused.
Over the past couple of years, a number of patients have told me they have struggled to use their chosen pharmacy. Some say they were told they could only order medicines from a clinic’s own formulary. Others report being charged extra “admin” fees if they want their prescription sent elsewhere. Some say their request was denied outright without explanation.
Specials Pharma is an independent pharmacy with no clinic or product brand affiliation. We hear from patients at many clinics, and many tell us their clinic has been happy to accommodate their choice. In fact, some clinics actively encourage patients to choose, so your request is hardly unusual.
A clinic may prefer one pharmacy because it makes prescribing and dispensing easier to coordinate. It may also need to check that another pharmacy can obtain the medicine and supply it safely. Those are fair points to discuss with a patient. A blanket refusal or unexplained fee is harder to justify, particularly if the clinic has a financial interest in where the prescription goes.
What is prescription direction?
Prescription direction means steering patients towards a particular pharmacy, particularly where a commercial interest may influence that choice. Sometimes it is explicit: patients are told they must use the clinic’s pharmacy. Sometimes prescriptions go there automatically without the patient being asked, or the alternative carries enough extra cost or hassle to leave no real choice.
The General Medical Council (GMC) gives an example of a private-practice GP whose employer owns a pharmacy. The doctor makes sure patients know they can choose where their prescription is dispensed. The General Pharmaceutical Council (GPhC) also says pharmacist prescribers should give people the choice to take their prescription to another pharmacy for supply.
Choice does not mean a patient can demand a particular medicine or require a pharmacy to supply one it cannot obtain or dispense safely. Prescribing remains a clinical decision, and the receiving pharmacy must carry out its own checks. But if there is a genuine clinical or practical reason why a request cannot be met, patients should be told what that reason is and what options remain available.
The same distinction applies to a clinic formulary. A formulary can help clinicians identify suitable treatments. If a patient asks about a different medicine, the prescriber may decide it is unsuitable. That decision should be based on the patient’s needs and explained as a clinical decision. It is separate from the question of which pharmacy dispenses the prescription.
Patients should know about financial interests
A financial connection between a clinic and a pharmacy is not automatically improper. The concern is whether it influences the advice a patient receives or restricts their choice.
GMC guidance says that if a medical professional suggests a pharmacy in which they, their employer or someone close to them has an interest, they must tell the patient about that interest. Where a proposed option would benefit them financially, the guidance also says they must explain why they are proposing it, discuss reasonable alternatives and respect the patient’s choice. It says they must not try to influence a patient’s choice of provider to benefit themselves or their employer.
You can ask plainly: Does the clinic have a financial interest in the pharmacy it is recommending? Asking for a clear answer is not an allegation of wrongdoing.
Extra fees deserve a clear explanation too. A charge described as an “admin fee” may cover work the clinic actually carries out, but patients should be told what it is for and when it applies. If the fee arises only when they ask to use another pharmacy, it is reasonable to ask why.
What if a patient is discharged after asking to change pharmacy?
One reader told me that after asking to move their prescription away from a clinic’s own pharmacy, the request was refused and they were then discharged without notice. I have heard only the reader’s account, not the clinic’s response, so I cannot say why the clinic made that decision. If that account is accurate, the clinic should have explained the decision and how care would continue.
GMC guidelines say that a medical professional should not end their relationship with a patient solely because the patient has complained. Except in circumstances that justify immediate action, the guidance says the professional should explain why they are considering ending the relationship and try to restore it. If the relationship does end, the patient should be told the reasons and medical records should be passed on without delay to support continuity of care.
If you’re receiving ongoing treatment, ask who will handle your current prescription, your next review and any treatment needs while care is transferred. Those questions need answers, whatever the disagreement.
What can you do if your choice is restricted?
Put your request in an email and keep a copy. Ask the clinic to:
- Confirm whether you can use your chosen pharmacy and, if not, explain why.
- Clarify whether the reason is clinical, practical or a clinic policy.
- Explain any additional fee for using another pharmacy.
- Disclose any financial interest it has in the pharmacy it recommends.
- Provide its complaints procedure if you remain dissatisfied.
- Explain how your current prescription and ongoing care will be managed if the clinic is ending its relationship with you.
If the clinic is regulated by the Care Quality Commission (CQC) in England, you can also share your experience with the CQC. That helps the regulator oversee services. To make a formal complaint, contact the clinic itself.
Most clinics will happily honour the request to work with another pharmacy. If your clinic refuses a request, or asks you to pay an admin fee to send your prescription to another pharmacy, ask them why. You should know where the prescription is going, what any extra charge covers and who is responsible for your care while the disagreement is resolved.
