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Pharmacy inspections

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eMed Healthcare UK (9012578) - Improvement action plan

GPhC Reference 9012578

Standard not met Reason Action being taken by the Pharmacy By when Notification By Pharmacy Improvements Made
3.1

The pharmacy website contains information that is inaccurate or misleading. It refers people to SheMed and HeMed websites to find relevant privacy policies, terms of use and complaints policies displayed regarding the pharmacy services.
The structure of the business and some of the terminology on the websites may be confusing to people. For instance, the owner is eMed Healthcare UK Ltd and the pharmacy is known as eMed Healthcare UK. On the websites, 'eMed Healthcare UK Ltd' and 'eMed Healthcare UK' have been mixed up and attributed incorrectly in places. The complaints procedure is difficult to locate.

3.1 The pharmacy website contains information that is inaccurate or misleading. It refers people to SheMed and HeMed websites to find relevant privacy policies, terms of use and complaints policies displayed regarding the pharmacy services.
The structure of the business and some of the terminology on the websites may be confusing to people. For instance, the owner is eMed Healthcare UK Ltd and the pharmacy is known as eMed Healthcare UK. On the websites, 'eMed Healthcare UK Ltd' and 'eMed Healthcare UK' have been mixed up and attributed incorrectly in places. The complaints procedure is difficult to locate.

Further investigation:
The Pharmacy website, located at https://pharmacy.emed.com links to the Privacy Policy and Terms of Use, but these links are small and in the footer of the page only, and the information relating to the Pharmacy partners (SheMed and HeMed) may be confusing.

There are a few instances where “eMed Healthcare UK Ltd” is used interchangeably with “eMed Healthcare UK” and the distinction that eMed Healthcare UK Ltd is the owner of the Pharmacy called eMed Healthcare UK is not clear.

Patients are given the contact details of the Pharmacy, and encouraged to send feedback using these details, but there is no further detail on the complaints process that will be followed.

Actions:
To improve clarity and avoid confusion, the pharmacy website will be updated to http://pharmacy.emed.com, and this change will be notified to the GPhC.
The Pharmacy website will be updated to make the Privacy Policy and Terms of Use more prominent, remove confusing details related to partners, give more detail on the complaints process, and ensure that the full name of eMed Healthcare UK Ltd is used for the owner.
A simple-to-use complaints form will also be created as an alternative route for raising complaints where the patient prefers this. Patients will also be able to contact the pharmacy directly via telephone, email, or post, with these contact details clearly displayed on the website. 10 working days from receipt of the finalised report Yee Lai 2/2/2026 https://pharmacy.emed.com

 02/03/2026 04/02/2026
4.2

The dispensing labels seen during the visit did not contain all the information in line with the legal requirements. And may mean a medicine is supplied unlawfully.

4.2 The dispensing labels seen during the visit did not contain all the information in line with the legal requirements. And may mean a medicine is supplied unlawfully. A full review of the dispensing label and dispensing system has been completed including working with the dispensing software engineer to resolve this issue to ensure that all legally required information is included on every dispensing label prior to supply.

SOPs have been reinforced with all staff to ensure dispensing labels are checked for legal compliance at the labelling, dispensing, and final checking stages before medicines are supplied to patients. Ongoing checks will be carried out to ensure continued compliance.

All dispensing labels must include the full legal requirements, including:
● Name of the patient
● Name and address of the supplying pharmacy
● Date of dispensing
● Name of the medicine
● Directions for us
● Precautions relating to the use of the medicine: (e.g. For external use only)

And recommended advisory wording, including Keep out of the reach and sight of children
2/2/2026

02/03/2026 04/02/2026
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