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Top Tips for the First Time Phlo User

March 11, 2021
6 minute read
Cristian Halati

You’ve just made the switch from your old pharmacy to Phlo – congratulations!

You’re ready to take complete control of your healthcare, and you are now mere minutes away from never having to worry about your medication ever again.

At Phlo, we want to make sure it’s as easy as possible for you to access and order your medication and speak to our Pharmacy team whenever you need to. We’ve put together some handy top tips to help you get started using Phlo for the first time.

In this blog, we’re going to cover:

1. Pharmacy Enrolment

2. Requesting and Ordering Repeat Prescriptions

3. Ordering Acute (One-Off) Prescriptions

4. Scheduling Your Delivery

5. Live Updates

6. How to Speak to the Pharmacy Team

1. Pharmacy Enrolment

So, you’ve finished your registration with Phlo – Excellent news! What can you expect now?

Once your registration is complete, your information is then sent to our Pharmacy team to verify your details and enrol you on our Pharmacy systems. This is generally a quick process, after which you can start using Phlo to request your prescriptions and order your medication!  

After our pharmacy team has finalised your enrolment, you’ll receive an e-mail from us letting you know that you have been successfully enrolled and that you now have full access to the Phlo app.

While you’re waiting, if you have been prompted to upload a photo of your ID or if you have a valid medical exemption certificate; we strongly recommend you do upload this as soon as possible so we can ensure you have full access to the app and receive the best level of patient care possible. Simply take a photo and upload it to your account where prompted.

2. Requesting and Ordering Repeat Prescriptions

If you have a repeat prescription, getting your medication with Phlo is an easy 2-step process:  


Step 1: Request your prescription from your GP – via the Phlo app

Step 2: Schedule delivery of your medication

If you require a repeat prescription, the first step is to request your medication from the GP. All you need to do is enter the Phlo app and simply send your request to your GP, who will then authorise the prescription to be dispensed by our pharmacy team.

We always recommend you request your repeat prescription in advance (we recommend 7 days) before you are due to run out of your medication. During busy periods, it may take your GP up to 72 hours to authorise your prescription request.

Once your GP has authorised your prescription, you will receive an e-mail from Phlo informing you that you medication is ready to be ordered.  You can either click on the link in the email or sign directly into Phlo app to order your prescription and schedule delivery.  You must complete this process before we can deliver your medication.

3. Ordering Acute (One-Off) Prescriptions

If you require an acute (one off) prescription, you do not need to request your medication from your GP, your prescription will be automatically loaded into your Phlo account.  All you need to do in this case is sign into the Phlo app and schedule your delivery.

4. Scheduling Your Delivery

Depending on your location, you’ll find that Phlo offers several delivery options. We offer multiple delivery options for the convenience of our patients. We want you to be able to select the delivery option that suits you best.

If you live in our real-time delivery areas, the most convenient option is our free same-day delivery service. This option allows you to pick a 4-hour timeslot for delivery on a day which suits you.

Outside of our real-time delivery areas, you will still have a selection of great delivery options available:


• Tracked Next-Day Delivery – this gets your medication delivered within 24 hours  

• Tracked 48-Hour Delivery  

5. Live Updates

One of the features that our patients appreciate the most is the ability to track the progress of their orders in the Phlo app. This ensures that you can track in real-time when your GP authorises your prescription, when our pharmacy team dispenses it, and when you can schedule your delivery. You’ll be notified by email and SMS on the progression of your order throughout.

We also offer tracked delivery options which allows you to track your medication once it has left our Pharmacy.

Our same-day delivery service will also allow you to track your medication on the live map in real-time, as it travels to your doorstep.

We’ve designed this to ensure that our patients are informed of the status of their prescription every step of the way for extra peace of mind.

6. How to Speak to the Pharmacy Team

Sometimes you just need to talk to another human being. At Phlo we understand how important it is for our patients to talk to us in a way which suits them.

As a patient of Phlo you can talk to our professional, friendly pharmacy team that are here to help offer guidance and advice for all patients.


You can chat to our team via:

• Live chat  

• E-mail  

• Phone Call  

One of the easiest ways to speak to a pharmacist is via our live chat. This can be accessed from the Phlo app, by tapping on the round chat icon at the bottom right corner screen.

Live chat can also be accessed from our website:

If you prefer to e-mail our pharmacy team, they are available at pharmacy@wearephlo.com.

So you don’t forget, you can always find this e-mail address by tapping on “Support” in the Phlo app.

From the website, you can also access the same information by clicking on “Contact Us”.

Our pharmacy’s phone number is also available on the Support page on our app, and on the “Contact us” page on our website.  

We hope that you found this quick guide informative and useful. Our team is always here to help so please don’t hesitate to reach out to us if you have any questions about ordering your prescription with us. We’d be delighted to help.

Are you ready to start? Log in now and find out how easy it is for yourself!

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