Dispensing Policy
Overview
At DoctorOnCall (“DOC”), patient safety and regulatory compliance are our highest priorities. Our dispensing practices are guided by Malaysian healthcare regulations, internal governance standards, and professional pharmaceutical oversight to ensure that all medications are supplied safely, ethically, and appropriately.
Medication Categories
We categorize medications to ensure they are dispensed according to safety and legal requirements:
| Medication Category | Description | Prescription Requirement | Information Required |
|---|---|---|---|
| Group B: Prescription Medicine | Prescription-only medicines | Mandatory | Prescriber’s signature & date, patient details, dosage, usage |
| Group C: Non Prescription Medicines | Pharmacy medicines supplied under supervision | Subject to online pharmacist assessment. Orders are approved based on the patient’s screening responses. If additional clarification is required, our pharmacist will contact the patient before dispensing | Patient name/address, medication name, quantity |
| Over-the-Counter (OTC) Medicines | General sale medicines for self-care | Not required | None mandatory |
How Our Online Pharmacy Screening Works for Group C Medicines
To ensure medicines are supplied safely and appropriately:
- Complete the online health screening questionnaire during checkout.
- Our pharmacist reviews your responses.
- If your answers indicate appropriate use, your order will be approved and dispensed.
- If your answers are incomplete, inconsistent, or suggest the medicine may not be suitable, our pharmacist will contact you to verify your information, provide counselling, and recommend the safest course of action before deciding whether to dispense the medication.
Restricted & High-Risk Medications
For your safety, we maintain rigorous controls on high-risk medications. DoctorOnCall reserves the right to reject requests, limit quantities, or require additional specialist consultations for:
- Specialist-only or high-risk medications.
- Medications with potential for abuse.
- Medications requiring enhanced pharmacist review.
*Note: We do not supply unregistered/prohibited medications, injectable medications, or those requiring cold-chain handling unless explicitly approved.*
Our Dispensing Process
All medication requests undergo multiple layers of safety review:
- Patient Screening: Assessment of your health profile, including allergies, current medical conditions, and pregnancy/breastfeeding status.
- Professional Review: Independent verification by licensed healthcare practitioners and partner pharmacists.
- Consultation: Patients in high-risk groups (e.g., elderly, children, immunocompromised) may be required to undergo a teleconsultation before approval.
Prescription Policy
- Submission: You can obtain a prescription through our in-platform teleconsultation, which is automatically generated within our system. Alternatively, you may upload a valid external prescription via our platform at the time of order.
- Validation: We reserve the right to reject any user-submitted prescriptions that are incomplete, altered, suspicious, or do not meet Ministry of Health (MOH) standards. E-prescriptions generated within our system are verified internally and subject to pharmacist review.
- Validity: Prescriptions are subject to standard validity periods as governed by Malaysian law.
Pharmacy Verification
All medications are fulfilled by licensed partner pharmacies. Pharmacists retain full discretion to withhold supply if they identify safety concerns, verify regulatory non-compliance, or suspect medication misuse.
Limitation of Liability
While we take extensive measures to ensure patient safety, please note that:
a. Medication outcomes may vary from person to person, and no specific results or treatment outcomes are guaranteed.
b. You are responsible for providing accurate, truthful, complete, and up-to-date medical information, including your medical history, current medications, allergies, and any other information requested during the consultation.
c. The purchase or payment for any medication does not guarantee that the medication will be prescribed, approved, or dispensed. All medication requests are subject to a medical consultation and the professional clinical judgment of our Malaysian Medical Council (MMC)-registered doctors, who will determine whether the requested medication is clinically appropriate.
d. DoctorOnCall reserves the right to decline, withhold, or cancel the supply of any medication, and to issue a full or partial refund (where applicable), if our doctor determines that there is insufficient information to make a safe clinical assessment, if the required diagnosis report or supporting medical documentation is not provided, or if the requested medication is deemed medically inappropriate or unsuitable.
e. DoctorOnCall shall not be liable for any loss, damage, injury, or adverse outcome arising from the misuse of medication, failure to follow medical advice or prescribed instructions, the provision of inaccurate or incomplete information, or the omission or non-disclosure of any relevant medical condition or history
