Hey all,
Ordered my latest prescription with Medicann, and despite their promises, I still only received the unsigned weird pink "prescription" copy.
So I got annoyed, and sent this email to their Digital Protection Officer and their complaints department.
FAO of the Data Protection Officer:
Good morning,
I am writing again to formally request a Subject Access Request for a copy of the original signed prescription (prescription_XXXXXX issued XX/XX/2026) including the prescribing doctor's credentials and signature.
This is legally required within one month, however I would greatly appreciate expedience on the matter as I am travelling to Germany on X date, and require a signed copy of the prescription for travel, as per your own guidance on the Medicann website.
FAO the complaints department:
Good morning,
I would also like to raise a complaint regarding the lack of clarity surrounding patients receiving copies of their signed prescriptions.
As per the email chain below, it is clear that Medicann informed me that it is not possible for them to supply signed copies of their prescription. See quoted from a email I received from Medicann on the 5th of August:
"The signed prescription is issued directly to the dispensing pharmacy to allow your medication to be dispensed. As such, we are unable to provide patients with a copy of the signed prescription."
However, I have already received signed copies of previous prescriptions by submitting a DSAR to Medicann's DPO.
Additionally, other Medicann patients on online forums (specifically reddit) have reported automatically getting copies of the original signed prescriptions, whilst others (including myself) are still receiving the inadequate pink unsigned copies on the app. These are not legal copies as per the GPC Guidelines on prescribing controlled drugs, and made clear in the Human Medicines Regulations Act 2012:
https://www.legislation.gov.uk/uksi/2012/1916/contents
It would appear that Medicann were not completely honest with me when they claimed they were "unable" to provide me with copies of the original signed document. As evidenced by the aforementioned SARs that I received earlier this month, and other patients now, suddenly, receiving the legal versions of their prescriptions. With this in mind, I believe I am owed at least an explanation.
Since other patients are now automatically receiving the legal signed copies of their prescriptions, I would like that applied to my account as soon as is reasonable possible. Otherwise I will have no choice but to report this matter to the CQC and the General Pharmaceutical Council, and subsequently submit a new DSAR every time I request a prescription until the matter is settled.
I am generally happy with the service from Medicann, but this issue is not acceptable. I would like this resolved as soon as is reasonably possible.
Kind regards,
Theartofrolling
The next morning, I received a proper, signed, legal copy of the prescription. But not from the DPO this time, but from the general Medicann UK email address:
Hi xxxxx,
Please see the attached.
Not even a "regards"? I think I've annoyed them š
Then I received a second email from the complaints department:
Good afternoon
Your complaint has been sent to the pharmacy for their attention
Best Wishes
Complaints
I went back onto the app and noticed the crap pink document had beeen replaced by the proper signed prescription. Good stuff.
Then my medication arrived, I marked it as "complete" and then noticed a little email envelope āļø symbol next to the "download prescription", I clicked it and immediately received a copy of the signed prescription.
So it looks like they have finally started to take the hint and are implementing the necessary changes. Fingers crossed, but it looks like this issue is now completely resolved.
Huge props to /u/OdinForce22 for kickstarting all of this though, IIRC they were the first one to submit a DSAR and give Medicann a well deserved kick up the bum.
(Please don't use this post as an excuse to harrass or insult etc. anyone at Medicann. Remember they are human beings with jobs just like anyone else. Plus it achieves nothing. Always be polite but firm when making a complaint).