Frequently Asked Questions

 

What is the 100% on-time guarantee?

We guarantee that you’ll receive the right medications, on time, every time. If we are ever responsible for any mistake in your Swiftpack we will fully refund the cost of the medications in the delivery.

When can I speak to a pharmacist?

You can call the pharmacy Monday to Friday from 8.30am until 5.00pm, or email us at info@Swiftpack.com. Our pharmacists will be happy to help in any way they can.

Can my doctor send prescriptions directly to Swiftpack Australia?

Your doctor can send prescriptions to Swiftpack Australia at any time by using our free postage address below;

Swiftpack Australia
Reply Paid 84230
PO Box 382
Tuart Hill WA 6939.

Can Swiftpack Australia deliver non-packed medicines, like inhalers and creams?

Yes. Our certified pharmacy is a full-service pharmacy and can dispense inhalers and creams, as well as prescriptions, over-the-counter medications and vitamins. These items are charged to your account and delivered with your next medication roll at no additional delivery fee.

What do you do about medications I take only when needed, not every day?

These “when required” medicines, also known as “PRN” medications are dispensed in original prescription bottles rather than in your daily packs. If you find your taking “PRN” medications on a regular basis, notify your doctor or pharmacist so they can provide information that can help you decide whether it might be more appropriate as daily medication.

I’m a Carer, can I sign someone else up?

You can sign up any person you’re caring for via the normal sign-up page at www.swiftpack.com or by calling Swiftpack on 08 93499611.

Do I need to get new prescriptions?

No. When you become a member or Swiftpack Australia we ask for information about your current pharmacy. Once you confirm the pharmacy details, we will call your old pharmacy and make the arrangements for having your prescription history information and prescriptions delivered to Swiftpack Australia’s certified pharmacy.

What happens if I get a new prescription?

If it is a medication that you should start right away, we will ship you an interim supply to carry you through until your next Swiftpack arrives.

What do you do about dose changes?

If you have a medication with frequent dose changes (eg warfain, prednisolone), we may put that medication in a separate roll, or send it in an original medicine bottle with clear instructions. We do this so that you can easily change your dosing without changing or unnecessary waste with your other medications.

What if my prescription has specific directions?

Every Swiftpack comes with a medication profile that includes images and instructions for each medication. This makes it easy to understand how each medication should be taken, with clear colour images so you know what medication and when you should be taking it.

What if I need an urgent antibiotic?

We have the ability to deliver overnight an urgently required medication, but for drugs that should be started immediately, like antibiotics, we recommend filling this medication at a local retail pharmacy. If you’re not sure about the urgency of starting a new medication, give us a call.

What if I miss a dose packet?

If it’s close to the time you’re supposed to take the medication, you should take the medication as soon as you remember. If it’s closer to your next dose, you should skip the packet. For specific circumstances, please call your pharmacist on 08 93499611.

What do I do if my doctor changes a dose?

Have your doctor send the new prescription or new direction on your medication profile to the pharmacy (fax: 08 92544114). Upon receipt of the new prescription or instructions, we will stop your old dosage or medication and send you enough new medication to get you through until your next roll arrives. If it’s not an urgent change, you can decide to wait to start the medication when your next Swiftpack arrives to decrease confusion, and cost.

Do you take back my old medications?

We currently don’t take back your old or unused medications. We are endeavouring to develop a system for this to happen, when we have this organised we will let you know how it will work.

Are you able to add vitamins to my Swiftpack?

Yes. We can include vitamin supplements and over-the-counter medications in your Swiftpack in addition to prescriptions. If your doctor has approved any of the items just get him to write these on your profile and have them forward a copy to us.

Can you send insulin as well as supplies for insulin pens?

Yes, we send insulin, glucose test strips, and needles for insulin pens. We deliver in temperature controlled packaging. For test strips, we use the National Diabetes Services Scheme so you access the reduced prices. We will need a NDSS membership number for this service, we will collect this information when you become a member..

How does Prescription Management work?

Our Prescription Management service means that you never have to worry about missing a medication. We contact your prescriber up to 5 weeks before your last repeat runs out. We send your doctor a notification every week until any outstanding prescription is in place for your next repeat.

How do you contact my doctor?

An email is sent every Friday evening, unless an alternative day is specified by the Doctor. This email contains a summary of prescriptions required for continuous supply.  When there is more one prescriber we will contact the appropriate prescriber for each medication with applicable communication related to your prescription needs.

How are Swiftpacks dispensed?

We use an automated dispensing system to sort and fill your personalized Swiftpack. The dispensing system contains multiple bar-code checks and each medication canister used is calibrated for specific medications. Each Swiftpack is packed in consecutive dose order labelled with your name, the date, day and dose time. Doses are easily separated from each other making it easy to take the required dose(s) with you if you are on the go.

Do you check the packets before they get sent out?

Each Swiftpack™ dispensed in the pharmacy is sent through an image recognition system that insures the right pill is in the right pack at the right time for the right person. We have put in place very secure and rigorous procedures that have multiple pharmacist check-points. The system detects dispensing accuracy of the pack and records a photograph of each dose that is stored for at least 3 months, every medication roll is reviewed by a pharmacist.

How much does Swiftpack cost?

You will receive a monthly account statement that shows the cost of your medications. The Swiftpack program that includes packing, delivery and additional benefits requires the payment of a membership fee. This fee can be paid monthly or yearly with a discount.  Your medication payments will stay the same as it is at your local pharmacy for PBS quantities supplied.

Do I have to sign a contract?

There is absolutely no contract at Swiftpack. If you are unhappy with the service, or would like to switch for any reason, we will help coordinate with your new pharmacy to transfer your prescriptions and information. We do however require a commitment to the terms and conditions of the service.

What happens when I pay a whole year upfront and then stop the program mid-year?

If you pay for a whole year up front and don’t wish to continue for an entire year, we will charge a prorata value of the months used and refund the the extra paid.

How can I pay?

All members to the Swiftpack program are required to fill in a direct debit application for auto-processing of your account. Your account will be automatically processed on the 14th of the month following supply, giving you time to review your account and contact us should there be any confusion or error on the account.

Do you offer promotional discounts?

The best way to hear about promotions and discounts is to join our mailing list. Part of our application process for membership will automatically enrol you into the emailing program for promotions, accounts and any other communication as required from time to time.

How much will you charge for vitamin supplements or over the counter medications?

Swiftpack sources vitamin supplements and over the counter medications from similar suppliers as a local pharmacy. We follow most suppliers suggested retail pricing, which is usually very similar to the prices you would find at a retail pharmacy.

Do you supply generic medications?

Yes, unless specifically requested we will dispense a generic medication. National Health approved generic medications keep the cost of medication down to the lowest possible price. A generic medicine must contain the same active ingredients as the original formulation. Generic medicines save patients substantial costs. The principal reason for the relatively low price of generic medicines is that competition increases among producers when drugs are no longer protected by patents. Companies incur fewer costs in creating the generic drug, and are therefore able to maintain profitability at a lower cost to consumers with the same quality compared to the original brands. All generic medicines must be approved by the Australian Therapeutics Goods Administration.

How can I change my address?

You can change your address by notification at www.swiftpack.com. Alternatively, you can call us on 08 93499611.

What happens if I’m going away on a holiday?

Just let us know what dates you’ll be gone and we will arrange to provide you with a sufficient supply of medication to last through your trip. We just ask that you give us at least 2 weeks’ notice.

How often do you deliver the Swiftpack medications?

We deliver your new Swiftpack every 14 days, which contains 14 days of medication supply, as well as any “when required” medicines, inhalers, or creams that were requested since the last delivery date.

Where is the Swiftpack pharmacy located?

Our certified pharmacy PCAC Aged Care is located at: 3/85 Wanneroo Road, Tuart Hill, WA, 6060.

How do you get my prescription and personal information?

The majority of the personal information we have will provided directly by you during the membership application process. Once approved, we retrieve additional information from your former pharmacy such: medication name(s), strength, directions, and history and then confirm this with your doctor. Please review our privacy policy.