If you need us to make adjustments, then we're here to support you on your patient journey.
If you need us to make adjustments, then we're here to support you on your patient journey.
Last updated: Reviewed annually
~5 min read
At Medicann, we want everyone to be able to use our services as easily as possible. If you need extra support or are finding any part of the online pharmacy process difficult, please let us know. We will work with you to understand what help may be available and what adjustments we can reasonably make.
We want our services to be accessible and supportive for everyone. If you are having difficulty using the online pharmacy, please let us know so we can consider what reasonable support may be available. The online pharmacy platform is owned and managed by a third-party pharmacy, so there are some things we can help with directly and some things that must be handled by the pharmacy provider.
We will consider your individual needs and what practical support may be available. Examples of support we may be able to offer include:
Step-by-step written guidance: We can provide clear instructions explaining how to access the pharmacy, find the ordering area, and complete the general ordering process.
Simplified information: We can explain the process in simpler wording using plain English and break information into smaller easy-to-follow steps.
Alternative formats: Where possible, we can provide information by email or in another practical written format, such as larger text.
Short remote walkthrough: We may be able to offer a brief telephone or video walkthrough to explain how to navigate the pharmacy pages.
Extra time where possible: If a deadline or process creates difficulty, we can consider whether extra time is possible within clinical, pharmacy, and operational limits.
Support to contact the pharmacy: We can direct you to the pharmacy’s support team and, where appropriate, raise general accessibility or technical issues with them.
Recording your support needs: With your consent, we can record relevant accessibility needs so our team can respond consistently in future.
Support from someone you trust: If you wish, and where confidentiality and consent requirements are met, you may ask a trusted person, carer, or advocate to help you with the online process.
While we will always try to support you, there are some areas outside our control or role. This includes:
We cannot change, repair, or control the third-party pharmacy software directly.
We cannot guarantee pharmacy website functionality, product availability, or pharmacy response times.
We cannot provide ongoing individual ordering support for every order.
We cannot act as a dedicated personal admin service for pharmacy navigation.
We cannot choose products for you unless this forms part of appropriate clinical advice from the relevant clinician.
We cannot place orders on your behalf where the pharmacy requires the patient to complete the order personally including payment for products.
Please contact us and tell us what part of the pharmacy process is difficult for you. For example, you may be having trouble logging in, finding the ordering page, reading the information, using the checkout, or accessing the website with assistive technology. The more information you can provide about the difficulty you are experiencing, the better we can understand your needs and consider what support or reasonable adjustment may be appropriate.
We will review your request and consider what support or reasonable adjustment may be appropriate based on your individual needs and the practical options available to us.
We will consider our role as your healthcare provider and the fact that the online pharmacy platform is managed by a third-party pharmacy provider. If your request relates to the pharmacy website or systems, we may need to involve the pharmacy team directly or guide you to their support service.
If the available support does not resolve the issue, please let us know. We will review the situation and consider whether any further reasonable adjustment may be possible, or whether the matter needs to be escalated to the pharmacy provider. We will not make assumptions about what you need and will consider requests on a case-by-case basis.