SOP – Amala Pharmacy Home Delivery

Department: Pharmacy

Facility: Amala Hospital

1. Purpose

1.1 To ensure safe, legal, and efficient home delivery of medicines prescribed to patients of Amala Hospital, while complying with statutory regulations, ethical pharmacy practice, and hospital policies.

2. Scope

2.1 This SOP applies to all pharmacy staff, delivery personnel, and support staff involved in processing, dispensing, packing, and delivering medicines to patients’ homes.

3. Eligibility for Home Delivery

• 3.1 Only original prescriptions from Amala Hospital are valid for dispensing medicines through home delivery.
• 3.2 Every prescription must clearly contain the patient’s name and age, date of prescription (mandatory), complete medicine details including name, strength, dosage form, dose, frequency, and duration, along with the prescribing physician’s name, signature, and official seal/stamp.
• 3.3 Altered, overwritten, or unclear prescriptions will not be dispensed and must be verified with the prescribing doctor.
• 3.4 Prescription-only medicines shall be dispensed strictly against a valid prescription.
• 3.5 The prescription must be duly dated, signed by a registered Amala Hospital physician, and bear the physician’s official seal.
• 3.6 Refill of prescription-only medicines is permitted only if clearly mentioned by the physician.
• 3.7 Expired prescriptions will not be accepted for dispensing.

4. Delivery Timing

• 4.1 Deliveries will be made Monday to Saturday, between 9:00 AM and 5:00 PM only.
• 4.2 No delivery will be made on Sundays, public holidays, and Hospital holidays.

5. Delivery Charges

• 5.1 Free delivery within a 10 km radius for orders of ₹1000 and above.
• 5.2 For orders below ₹1000 or deliveries beyond 10 km, a delivery charge of ₹10 per km will apply (calculated from hospital pharmacy to delivery location).

6. Cold Chain Management

6.1 Medicines requiring refrigeration will be dispatched in ice packs with sealed packaging to maintain cold chain integrity.

7. Order and Dispatch Process

• 7.1 A Google Sheet-based tracking system will be maintained to manage and log all deliveries, including patient details, order contents, delivery address, time, and delivery personnel.
• 7.2 Orders will be dispatched only after confirmation of payment mode.
• 7.3 A copy of the bill will be included with the order and/or sent digitally.

8. Payment Options

8.1 Online payment (via UPI / Net banking) – payment must be confirmed before dispatch.

9. Contact and Support

9.1 Patients may contact the pharmacy desk during working hours for queries or delivery requests via phone/WhatsApp at +91 73063 37329 or by email at amalapharmacyhd@gmail.com.