Receiving your prescription

Details on getting your prescription and how much it will cost.

How do I change my collection pharmacy?

To change your collection pharmacy, contact our support team.

They'll send you an in-app notification to select a new pharmacy.

We recommend contacting the pharmacy to confirm they have the medication in stock before selecting them.

How long will I have to wait for my prescription?

You'll receive a prescription notification in the app shortly after your appointment. When you get the notification, you can choose to:

  • Collect your prescription from a pharmacy.
  • Get your prescription delivered.

Collecting your prescription

If you select a pharmacy before 9pm, we'll aim to send your prescription the same day. If you select after 9pm, it may not be sent until the next day or when the pharmacy is next open.

You should check with your chosen pharmacy to see if they have received your prescription.

Getting your prescription delivered

Our delivery partner, Phlo, operates Monday to Friday: 9am-7pm, Saturday: 9am-4pm, and Sunday: 9am-1pm. During their operating hours, you can select the option to have your medication delivered. Once confirmed, you'll be emailed within an hour to arrange delivery.

Outside of their operating hours, you will not be able to select delivery as an option. You can choose to collect your medication from a pharmacy or wait until you are able to select delivery in the app. This will be during our delivery partners operating hours.

How much will my prescription cost?

You'll have to pay for private prescriptions and any applicable delivery charges if you select that option. The price of a private prescription varies depending on the type of medicine and the pharmacy you choose.

The prices are set by the pharmacy. Contact them directly to find out the price of your prescription.

How do I know if my prescription has reached the pharmacy?

You will receive an email and notification stating that your prescription is ready to collect from the pharmacy. If the pharmacy has not received the prescription, please contact our support team and they will be able to help you.

What if the pharmacy has not received my prescription?

If it has been over an hour since you chose your pharmacy in the app, tell the pharmacist that they should have received a faxed or emailed private prescription from Bupa.

You'll also need to make sure your address is present in the app before choosing your pharmacy. To check this:

Open Bupa Blua Health.

Tap the Me icon on the Home screen.

Select Account details.

If the pharmacist still can't find the prescription, please contact our support team.

Getting your medication delivered

The prescription delivery service is provided by Phlo, an online pharmacy that allows you to order, manage and track medication delivery straight to your door.

UK delivery is available. The delivery options available to you will depend on your location.

How to get your medication delivered

We'll send you a notification in the Bupa Blua Health app once we've issued your prescription. To arrange your delivery through Phlo:

  • Open the Bupa Blua Health app.
  • Tap on the prescription notification.
  • Select the option to have your medication delivered.
  • Enter the delivery address and choose your delivery option.
  • You'll get an email shortly after with a link to complete your order – enter the details required.
  • Review your order and if the details are correct, arrange payment.

Your medication will be dispensed and dispatched to your chosen address. You can track your order using the details provided by Phlo in your order confirmation.

For updates, to change, or cancel your order, contact Phlo directly by: Phone: 020 8191 0344 Email: [email protected]

Problems when ordering

Blank screen in the Bupa Blua Health app

This is usually because you are ordering outside of Phlo's opening hours (9am-5pm Monday-Friday).

We are working to make this experience better for our patients.

In the meantime, please try ordering again during our delivery partners opening hours. If you're still having problems, please contact our support team and we'll look into this for you.

Delivery options

There are a variety of delivery options across the UK depending on your location. The options available to you will be shown when placing your order.

Same day delivery

Same-day deliveries are available in Central London (within M25) and Birmingham, Monday-Friday.

Deliveries will be within a 4-hour time slot which start from 9am-10pm. You can select a time slot to suit you.

Orders for same-day delivery must be placed before 5.30pm. If you order after this time, you'll be shown the next available dates and times for delivery.

Same-day deliveries are not available on Bank Holidays.

UK next day/standard postal delivery

Next-day and standard postal delivery options are available depending on your location.

For standard postal delivery, your prescription will usually be delivered within 48 hours. This can vary depending on location and the postal service in your area.

For next-day delivery, orders must be placed before 5pm. Your prescription will be delivered the next working day.

Delivery to remote areas is not guaranteed next day, for example Isle of Man.

Delivery prices

The cost of your delivery will depend on which delivery option you choose.

Your cost at checkout will be a combined total for your medication plus delivery. The total cost may change depending on the delivery option you choose.

Prescription prices

The price of a private prescription varies depending on the type of medicine and the pharmacy you choose. If you order with Phlo, the total price of your order including delivery will be calculated at checkout.

Bupa Blua Health digital GP services are provided by Bupa Insurance Services Limited, registered in England and Wales with number 3829851. Digital GP services are provided by Babylon Healthcare Services Limited, registered in England and Wales with number 09229684, registered office: 1 Knightsbridge Green, London SW1X 7QA.

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