Frequently Asked Questions

We understand that pharmacies want absolute clarity before choosing a patient communication partner.
These are the questions we’re asked most often — answered in a warm, transparent way that reflects how we work.

Join Partner Programme

Is your service compliant and ethical?

Yes
Every part of our process is built on compliance, transparency and patient wellbeing. We only contact patients who are currently inactive or who previously used your pharmacy. We never solicit new patients. We never incentivise switching. We comply fully with GDPR, EPS guidance and PSNC expectations. Our conversations are calm, respectful and focused entirely on helping patients understand their own nomination.

Why are pharmacies losing so many patients without knowing?

Most patients do not intentionally leave their pharmacy. Some misunderstand temporary requests. Some click options in apps without realising the consequence. Some are switched during delivery arrangements. Some simply do not understand EPS nomination at all.

The result is an unintentional change that neither the pharmacy nor the patient was aware of. Our role is to bring clarity back into the conversation.

Do patients mind being contacted?

The overwhelming majority appreciate the clarity. Most had no idea their nomination ever changed. Many feel relief that someone is finally explaining what happened.

Our approach is gentle and supportive — never rushed, never pressured — and patients respond very positively.

How do you handle consent?

Consent is explained clearly in simple, reassuring terms. Patients are given time to ask questions. They confirm their decision verbally. We document consent appropriately. Everything we do meets EPS and GDPR standards.

What happens after a patient agrees to return?

We complete the renomination immediately so there is no delay or confusion. Then the patient receives a warm confirmation message explaining what was done and what will happen next. This gentle reassurance helps them feel secure and supported.

What if a patient leaves again later?

We provide a six-month retention guarantee. If any recovered patient switches away again during this period, we will replace them at no cost. Your investment is fully protected.

Do you work with every pharmacy?

We assess each application individually. Because our service is highly personal and time-intensive, we can only partner with a limited number of pharmacies during launch. We prioritise mid-to-large pharmacies and groups where the impact is strongest and the process is most efficient.

This ensures we can deliver an exceptional experience to every patient we contact.

How long does it take to join?

Applications are usually reviewed and confirmed within 48 hours.
If accepted, onboarding is simple and completely supported by our team.

How do we apply?

You can submit your application at any time. Places are limited, and reviewed in the order they are received. We would be delighted to learn more about your pharmacy and explore whether we are a strong fit for each other.

Founder Partner Opportunity

We are currently welcoming a limited number of pharmacies to join as Founder Partners during the structured launch phase of the Renominate programme.

Founder Partners participate at the ground-floor stage of a carefully designed retention and digital credibility framework. During this phase, each partner receives direct oversight and measured implementation support to ensure long-term stability and success.

Founder Partner status includes:

• Direct founder-led implementation and strategic oversight
• Priority onboarding within the structured rollout phase
• Protected long-term commercial positioning within the programme
• Preferential access to all Renominate services and future enhancements
• Participation within a limited, quality-controlled launch cohort

Launch intake is intentionally restricted to ensure every Founder Partner receives the level of attention and structure the programme requires.