It follows customer complaints, with several patients taking to social media to express concern over claims the online pharmacy missed deliveries, failed to deliver medication in time and cancelled prescriptions.

PillTime superintendent pharmacist Sadik Al-Hassan told C+D today (May 27) that “we just didn't anticipate the level of technological issues” the company's move to a new premises would bring.

 

Feeling in pain. #Pilltime have let me down yet again, again and again. This time major. I am in chronic back pain with no #zapain meds and my dossette blisset pack meds including #bloodpressure and #mentalhealth #meds runs out Friday they failed to supply them this/next month

— Anita Caroline - 🇬🇧 🇧🇬 🇺🇦 (@hummingbirdy3) April 20, 2022

 

“PillTime grew very fast during the pandemic. But we were creaking at the seams with our site, with our technology,” he added.

The online pharmacy therefore took the decision to change its premises “to make it more suitable” and at the same time implemented a range of new systems, he explained.

However, this “presented more challenges than we'd hoped”, Mr Al-Hassan said.

Patients were kept informed of the delays and were also offered the option of collecting their prescriptions locally, he confirmed.

“We definitely understand the frustration of some of our customers, from experiences they've had,” he added. “But going forward, all this pain has made us better able to help our patients in the future.”

Patients having significant issues with @pilltimeuk the past couple of weeks and Create unneeded strain on Primary Care having to supply replacement prescriptions (see https://t.co/28J1AbvZOb for a few samples) . Any update from the new superinterdent pharmacist? @Sadik4Pharmacy

— Robin Conibere (@PharmRJ) April 21, 2022

 

PillTime: “Responding to all customers”

 

PillTime also told C+D today that it is “sorry for the disruption and inconvenience caused by recent delays”.

“This is not what our customers have come to expect from PillTime and putting this right is our priority,” it added.

 

Read more: GPhC: Regulation should not stop innovation, but online pharmacies must meet standards

 

While the company’s move to a new premises “has been a significant milestone and will ultimately improve our service and capabilities, there have been some technical challenges during the transition and the installation of our new systems”, PillTime commented.

This has resulted in delays for some customers, the company added. “We have in turn been experiencing large volumes of enquiries to our customer services team.”

Customers affected were notified that their deliveries would be delayed, and offered “the information needed to redeem their prescription with an alternative pharmacy”, PillTime confirmed to C+D.

“The move to the new premises is now complete. We are applying extra resources to ensure customer deliveries are received ahead of their medication start dates and we are working through to respond to all the customer services enquiries.

“The best way for people to contact us is via [email protected] or via telephone on 0800 074 3303,” PillTime advised.

 

Investment in customer service

 

Patients who took to social media also raised complaints around difficulties getting in touch with PillTime, with long phone waiting times and comments limited on the pharmacy’s Facebook page.

“We restricted Facebook comments just so we could direct people towards email and phone channels,” Mr Al-Hassan told C+D.

“With it, we've now invested quite a bit in our customer responses, with our partnered workforce. We have a b2b partner to help us with customer care. They've invested in more workforce to support us as well,” he added.

 

Is anyone else struggling to get in contact with @pilltimeuk regarding medication? I have tried sending emails, messages via the app and also phoning up and I'm getting no joy. I don't no what to do for the best, I no they can be extremely busy #pilltime

— Keeley♡ LFC♡YNWA (@Keeleyeveline_) April 19, 2022

 

@pilltimeuk Hi, what has gone wrong with Pilltime? My meds overdue, so I have none, your phoneline say I am customer 19, and website slow to load? There agents are also offline! pic.twitter.com/XPgIhB82In

— Lyndsay Williams (@lyndsaygirton) April 19, 2022

 

GPhC: “We continue to monitor the situation”

 

A spokesperson for the General Pharmaceutical Council (GPhC) confirmed to C+D yesterday (May 26) that it was “aware of concerns raised by PillTime’s customers”.

“We have been in regular contact with the pharmacy in recent weeks to monitor the progress of improvements they have been making to [its] systems,” the regulator added.

 

Read more: GPhC mulls differentiated fees to cover regulatory cost of online pharmacies

 

The GPhC will “continue to monitor the situation”, it confirmed, adding that it last undertook an inspection of PillTime on March 6, 2020, at its former premises.

“It met all the required standards at the time,” the regulator said.