Frequently Asked Questions for Patients
What is an E-Pharmacy?
According to the term defined by the Health Science Authority (“HSA”), an E-Pharmacy is a mode of pharmacy service that utilises technology, by transmitting prescriptions electronically (e-prescriptions) through a secure online platform, from a qualified medical doctor to a licensed pharmacy (i.e. WellAway Pharmacy).
How does E-Pharmacy work?
The licensed pharmacy (WellAway Pharmacy) will process the received e-prescriptions and deliver the medications directly to you. Once you have received the medicines, a qualified pharmacist could provide you advice remotely on drug interactions and medicine management, as required.
How do I engage WellAway E-Pharmacy to deliver my medications?
WellAway works directly with your doctors. Please check with your doctor if his/her clinic is registered with WellAway. If not, feel free to refer your doctor to check out wellaway.com.sg. (:
What are your delivery timings?
We provide express delivery (i.e. within 3 hours), same-day delivery and next working day delivery. For same-day delivery, our delivery time slot is 6 pm to 10 pm.
For next working day delivery, our delivery slots are as follows:
– 10 am to 2 pm
– 2 pm to 6 pm
– 6 pm to 10 pm
Please contact us for more information.
How will my medications be delivered?
WellAway Pharmacy follows stringent guidelines, such as the Singapore Standard Guidelines for the supply and delivery of medication, and the HSA Guidance Notes on Supply of Registered Therapeutic Products through E-Pharmacy.
These guidelines governs not only internal pharmacy processes for compliance and suitability to operate pharmacy services, but also cybersecurity of the platforms used, such as control of access, safeguarding of data and patient’s confidentiality, among other things.
We have put in place a tight last mile process with strict controls. In order to ensure the integrity of the package, a four-digit verification PIN will be issued to you. You must provide it to our delivery driver to receive your package.
Our delivery drivers also follow the Good Distribution Practices. It ensures the quality and integrity of the items (in particular, medicines) is maintained throughout the supply chain.
- Non-cold chain items are transported between 15°C and 25°C (kept away from heat and moisture), and are secured in vehicle to protect against spillage and breakage during transit.
- Cold chain items, such as probiotics, are packed in shipper containers that have been rigorously validated to keep temperature between 2°C and 8°C for more than 12 hours.
How much do I have to pay for home medication delivery?
Please check with your clinic as the delivery charge is levied by your clinic.
How do I make payment for the home medication delivery?
Please check with your clinic as the medication charges will be levied by your clinic.
Are there any areas that you do not deliver to?
We do not deliver to these secured zones:
- Airline Road
- Airport Cargo Road
- Airport Zone
- ALPS Ave
- Immigration Checkpoints
- Construction Sites
- Jurong Island
- Jurong Port
- PSA Ports
- SATS, Aerospaces
- Supply Bases
What happens if I'm not around at home to collect the medications?
You can provide the four-digit PIN to your family members or a trusted recipient to receive the package on your behalf.
In the event that there is no one around to receive the medication parcel, the delivery driver will contact you to re-schedule within the same day. If the delivery is unsuccessful the second time round, the medication parcel will be returned to the pharmacy. Do note that there will be a charge for the pharmacy to arrange a new delivery for the patient.
I have a valid paper prescription from my doctor. Can WellAway e-Pharmacy fulfill the medications for me?
Frequently Asked Questions for Doctors
I am a registered doctor with prescribing rights. Do I need to be registered with a business or clinic to use WellAway?
Doctors can sign up for a WellAway account even if they are not affiliated to a clinic or business. Please register here and our staff will guide you through the registration process.
How extensive is WellAway's formulary?
We have more than 1,500 medications in our formulary to satisfy the medication needs of your patients.
What is WellAway's operating hours?
WellAway E-Pharmacy operates 7 days a week. However, availability of medications will differ for weekends and public holidays. Please contact us for more information.
Can WellAway integrate with my Clinic Management Software (CMS)?
We are capable of integrating to your CMS via an existing API documentation. Please contact us for more information.