GP Support

The short answer is yes.  Our dedicated email address gp@coloplastcharter.co.uk has gained NHS accreditation by the NHS Secure Email standard DCB1596.   
 
More information can be found here: https://digital.nhs.uk/services/nhsmail/the-secure-email-standard/secure-email-standard-dcb1596-guidance#:~:text=Highlights,365%20or%20self%2Dmanagement%20routes. 

There are a few reasons why this might happen: 

No prescription received after one week: If we haven’t received a prescription one week after requesting it, we will send a follow-up request for the same order.  

Missing items: We will contact you again if the prescription we receive is different or has items missing from what was requested. The missing products will go back into the prescription request process, and you will receive a further request for the outstanding items. Take a look at the Prescription Request Overview process below.

There are numerous reasons why products requested might change, such as:

• Body shapes change over time, so a different stoma bag may provide a better fit to prevent further issues.  
• A product may no longer be suitable for changing patients’ needs.  
• A Healthcare Professional has advised a different routine and product to support that routine, e.g., needing to self-catheterise more/less times. 

See the Practice Guide for more information on how our Clinical Services team supports your patients.

Before a formulary is introduced, we expect the GP to have explained the formulary with patients and outlined if the products they use will be affected. Please contact us to discuss your formulary, with a copy to hand with details on ostomy and continence products.   

We would also like to understand if the formulary is ICB or GP Practice led. 

Just drop us an email if you’d like more envelopes, if you can’t wait, just write COLOPLAST CHARTER FREEPOST on an envelope and it will get to us using first class post. 

There are numerous reasons why the quantities requested might change from a patient’s previous prescription.   

We listen to patients’ needs and discuss any changes with them to understand why this has happened.  Some examples are:  

• Ordering enough appliances to cover a holiday.  
• Usage fluctuations because of changes in bodily functions or possible complications.  
• Change in eating habits, e.g., over Christmas. 
•  Changes in patient needs or routine, as advised by their Healthcare Professional. 

Most orders are held until we receive a correct prescription.  We then dispatch the order the same day, usually delivered to patients the next day.   

Exceptions to this process are:  

A new patient: When a Healthcare Professional registers a new patient with us, we dispatch their products the same day to ensure they have the essential appliances they need. We request a prescription the same day the patient is registered and match this against the order once received.  

An urgent or emergency order: If a patient has less than 2 days stock, we will contact their GP practice to gain prescription authorisation by email and follow-up with a telephone call before we dispatch the order. We will send a prescription request email as part of the usual process.