Frequently asked questions

Nightingale home delivery is an authorised NHS dispensing appliance contractor (DAC). DACs dispense appliances listed in the drug tariff against prescriptions issued by GPs and specialist prescribers.

Nightingale home delivery specialises in bladder and bowel products and accessories. We can deliver your product to your preferred address anywhere in the UK.

Clinisupplies is a manufacturer and distributor for bladder and bowel products and accessories across the UK & Ireland.

If you are an individual using bladder or bowel products and would like to register, online click here. If you prefer to speak to someone, please call our specialist customer care team on 0800 304 7434.

If you are a healthcare professional, you can register your patient's quickly and easily online, or by calling 0800 304 7434 and selecting option 1 for our HCP priority line.

Nightingale home delivery works as a trusted partner with GPs and nurses nationwide. We are a registered provider to the NHS which means we cover all delivery charges.

We accept all NHS exemptions and prepayment certificates. If you pay for your NHS prescriptions, you’ll have to pay the standard NHS charge.

We can deliver to any address in the UK; direct to your door – at home, at work or to a neighbour. We are a registered provider to the NHS which means we cover all delivery charges.

Nightingale home delivery is not a pharmacy, and we are only licensed to dispense continence and bowel appliances. Therefore, we cannot dispense medications or pharmaceuticals.

Once you have register with Nightingale home delivery, we will ask you which NHS England GP you are registered with. Thereafter whenever you request your products with Nightingale home delivery, we will send your prescription request to your GP for their approval. This process may take up to five working days for your GP to respond.

When your request has been approved by your GP, we will order your products and send them usually within 48 hours. Please note if there are any delays with product availability, it may can take a little longer. We always aim to get your products ordered within 48hrs of receiving your prescription.

All orders are shipped in secure, discreet packaging. It's also recyclable, so you can rest assured that you're doing your bit for the environment.

To ensure you have enough supplies to last you whilst we obtain your prescription, we advise you place your order with 2 weeks' notice.

You can register and re-order products 24/7 via our website, click here.

If you would like to speak to our specialist customer care team, our phonelines are open:

Monday to Friday 9.00am-5.30pm

We advise that if you are planning to go on holiday or require extra supplies of your products, then please get in touch with your GP directly. Let your GP know that you need extra supplies to cover your holiday period when placing your request.

Once you do this, simply login to Nightingale home delivery and place your order. Or call our specialist customer care team and request your prescription. We will then pass the request onto your GP, as per usual. They should then send us a prescription for your requested supply with the expected quantity.

Yes, you can manage a family members’ orders and accounts with their permission. Orders can be placed online or over the phone through our specialist customer care team.

In some areas your prescriptions will not be fulfilled by your GP but processed by a customer care team, you can still use Nightingale home delivery.

Simply call the number you usually do for your other prescriptions, let them know that you would like your bladder or bowel products and accessories delivery to be done by Nightingale home delivery. Then call them when you would like to request more products, they will send your prescription directly to us.

If you have placed your request on Monday to Friday between 9.00am-5.30pm, we will pass on your prescription request to your GP the very same day.

Once your GP approves the request, they will either send your prescription electronically or by post. Then when we receive your prescription and has been checked by our specialist customer care team, we will start preparing your order.

On average, GP turnaround for prescription requests is within 48 hours. However, sometimes this can take over a week.

Your GP may take longer than usual due to several reasons:

• They have sent the prescription to your old pharmacy
• They would like to speak to you before they issue the prescription
• They issued a paper prescription that hasn't arrived to us yet
• They may be busy and haven’t had the chance to send over your prescription

In the meantime, we would recommend that you contact your GP surgery in case they may wish to speak to you before issuing your prescription. This can sometimes speed up the process.

Nightingale home deliver is contracted by the NHS to deliver bladder and bowel products and accessories. It is helpful if you can let your GP practice know that you would like your bladder and bowel supply prescriptions to go to Nightingale home delivery.

Even if you do not tell your GP, they’ll be able to see that you’re registered with Nightingale home delivery by looking at their NHS system.

How you decide to order your repeat prescription is up to you and shouldn't be restricted.

Data privacy and confidentiality is very important to us, we also understand that your data is your business. That’s why we work to ensure that we use as little of your personal information as possible ensuring that your data is encrypted every step of the way.

All orders are shipped in secure, discreet packaging. It’s also recyclable, so you can rest assured that you’re doing your bit for the environment.

Nightingale home delivery accepts all NHS exemptions, including prepayment certificates.

You will be asked to input the certificate number and expiry date when you request your first prescription. Our team will check and confirm it, ensuring you will not be charged for prescriptions. You can also add an exemption to your account at any time.

Please remember to keep your exemptions up to date. You can do this by updating your account profile at any time. If you claim free prescriptions after your exemption expires, you may have to pay a penalty charge of up to £100 - even if it was a mistake.

If you don’t have a pre-payment certificate you can find more details by clicking here or visit www.nhs.uk.

Some people are automatically entitled to free NHS prescriptions, this is called an ‘exemption’.

Certain prescribed items are always free, including contraceptives and medication given to hospital inpatients.

Some categories for exemption include:

• Age
• Government benefits
• Medical conditions (such as diabetes)

You can check if you're entitled to free NHS prescriptions here, additionally your prescriber can give you more information about how this works.

If you are not entitled to free prescriptions, you can purchase a pre-payment certificate find more details by clicking here or visit www.nhs.uk.

No, Nightingale home delivery are a registered provider to the NHS which means we cover all delivery charges. We have a contract to provide NHS services so there is no extra cost to the NHS or your GPs.

Your prescription is sent to us by your usual NHS GP and processed in the same way as any other pharmacy.

EPS is the NHS Electronic Prescription Service. This allows your GP to send your prescription electronically, directly to the pharmacy or dispenser of your choice, so you don’t have to pick up a paper prescription. The service may be particularly useful if you have regular prescriptions and usually use the same pharmacy.

Choosing a pharmacy or dispensing appliance contractor, like Nightingale home delivery to process your EPS prescription is called a nomination.

EPS is reliable, secure and confidential. Your electronic prescription will be seen by the same people in GP practices, pharmacies and NHS prescription payment and fraud agencies that see your paper prescription.

You can check if your GP uses EPS by using the NHS Service Search. If they do, you’ll see the EPS logo on the main page.