[PHARMACY NAME] - Customer Information & FAQ

About [PHARMACY NAME]

[PHARMACY NAME] is located at [PHARMACY ADDRESS]. We are [SHORT DESCRIPTION OF YOUR PHARMACY, e.g. "a fully licensed community pharmacy providing quality medicines, health products, and professional pharmaceutical care to residents of Ikeja and surrounding areas"].

We are registered with the Pharmacists Council of Nigeria (PCN). Licence No: [PCN LICENSE NUMBER, e.g. "PCN/OPL/LAG/12345"]. All medicines dispensed by [PHARMACY NAME] are sourced from NAFDAC-approved manufacturers and authorised distributors.

Operating Hours

• Monday – Friday: [WEEKDAY HOURS, e.g. "8:00 AM – 9:00 PM"]
• Saturday: [SATURDAY HOURS, e.g. "9:00 AM – 7:00 PM"]
• Sunday: [SUNDAY HOURS, e.g. "10:00 AM – 5:00 PM"]
• Public Holidays: [PUBLIC HOLIDAY HOURS, e.g. "10:00 AM – 4:00 PM"]
• [OPTIONAL: "We operate a 24-hour emergency dispensing line for urgent medication needs outside opening hours. Call [EMERGENCY LINE]."]

Prescription Services

How to Submit a Prescription

[PHARMACY NAME] accepts prescriptions through the following channels:

• Walk-in: Present your original written prescription at the dispensing counter.
• WhatsApp: Send a clear photo of your prescription to [PHARMACY WHATSAPP]. A pharmacist will confirm receipt and availability within [e.g. 30 minutes] during business hours.
• Email: Scan and send your prescription to [PHARMACY EMAIL]. Please include your full name and phone number.

All prescriptions must be issued by a licensed medical practitioner (doctor, dentist, or authorised nurse prescriber) and must include the prescriber's name, signature, and facility stamp.

Prescription Refills

• Refills are available for prescriptions that explicitly authorise repeat dispensing.
• Please contact us at least [e.g. 24 hours] before your medication runs out to allow time for preparation.
• To request a refill, WhatsApp us at [PHARMACY WHATSAPP] with your name and the medication name, or present your previous receipt at the counter.

Prescription Transfers

• We can transfer your prescription from another pharmacy or accept an incoming transfer.
• Contact us at [PHARMACY PHONE] or [PHARMACY WHATSAPP] and we will coordinate directly with the other pharmacy.
• [OPTIONAL: "Transfers are subject to the prescribing doctor's authorisation and applicable regulations."]

Over-the-Counter (OTC) Products

[KEEP ONLY THE CATEGORIES YOUR PHARMACY STOCKS. ADD ANY THAT ARE MISSING.]

We stock a wide range of OTC products, including:

• Pain relief & fever: Paracetamol, ibuprofen, aspirin, cold & flu remedies
• Vitamins & supplements: Multivitamins, vitamin C, zinc, iron, folic acid, omega-3
• Gastrointestinal: Antacids, oral rehydration salts (ORS), anti-diarrhoeal, laxatives
• Antimalarials: Artemisinin-based combination therapies (ACTs) and prophylactics
• Skincare & personal care: Lotions, sunscreen, antiseptics, wound care supplies
• Baby & maternal health: Baby formula, diapers, prenatal vitamins, nursing pads
• Diabetic supplies: Glucometers, test strips, lancets, insulin syringes
• Sexual & reproductive health: Contraceptives, pregnancy tests, emergency contraception
• Eye & ear care: Eye drops, ear drops, contact lens solutions
• Herbal & natural remedies: [OPTIONAL: "Selected NAFDAC-approved herbal products"]
• Medical devices: Blood pressure monitors, thermometers, pulse oximeters, weighing scales

For product availability and pricing, contact us at [PHARMACY PHONE] or [PHARMACY WHATSAPP].

Delivery Services

[CHOOSE FLAT-RATE OR ZONE-BASED DELIVERY BELOW AND DELETE THE OTHER. DELETE THIS ENTIRE SECTION IF YOU DO NOT OFFER DELIVERY.]

[PHARMACY NAME] offers home and office delivery within [DELIVERY ZONES, e.g. "Ikeja, Maryland, Ogba, Agege, Gbagada, and Oshodi"].

Delivery Fees

• [OPTION A — Flat rate]: A flat delivery fee of ₦[DELIVERY FEE, e.g. 500.00] applies to all orders within our delivery zones.
• [OPTION B — Zone-based]:
  • Zone 1 (within [e.g. 3 km]): ₦[FEE, e.g. 500.00]
  • Zone 2 ([e.g. 3–7 km]): ₦[FEE, e.g. 1,000.00]
  • Zone 3 ([e.g. 7–15 km]): ₦[FEE, e.g. 1,500.00]

Delivery Details

• Minimum order value: ₦[MINIMUM ORDER, e.g. 3,000.00]
• Estimated delivery time: [DELIVERY TIMEFRAME, e.g. "Same day within 4 hours for orders placed before 3:00 PM. Next-day delivery for orders placed after 3:00 PM."]
• Prescription deliveries: A clear photo of your valid prescription must be sent via WhatsApp before dispatch.
• Delivery is currently not available on Sundays and public holidays. [UPDATE OR REMOVE AS APPLICABLE.]
• To place a delivery order, WhatsApp us at [PHARMACY WHATSAPP] with your name, delivery address, and list of items.

Insurance & HMO

[LIST ONLY THE HMO PLANS YOU ARE CONTRACTED WITH. REMOVE THIS SECTION IF YOU DO NOT ACCEPT HMO.]

[PHARMACY NAME] is an accredited pharmacy with the following Health Maintenance Organisations (HMOs):

• [HMO PLAN 1, e.g. "Hygeia HMO"]
• [HMO PLAN 2, e.g. "Leadway Health"]
• [HMO PLAN 3, e.g. "AXA Mansard Health"]
• [HMO PLAN 4, e.g. "Reliance HMO"]
• [HMO PLAN 5, e.g. "Avon HMO"]
• [ADD OR REMOVE PLANS AS NEEDED]

How to Use Your HMO at [PHARMACY NAME]

1. Present your valid HMO ID card or digital card at the dispensing counter.
2. Present the original prescription from your HMO-accredited doctor.
3. Our pharmacist will verify your coverage and process the claim directly with your HMO.
4. You will only be required to pay your applicable co-pay at the point of collection.

Co-Pay Information

• Co-pay amounts vary by HMO plan and drug tier. A typical co-pay ranges from ₦[e.g. 500.00] to ₦[e.g. 2,000.00] per item, depending on your plan.
• Items not covered under your HMO formulary will be billed at full retail price.
• For questions about your specific coverage, please contact your HMO provider directly or speak with our pharmacist.

Pharmacist Consultation

[PHARMACY NAME] offers professional consultations with our licensed pharmacist, [LEAD PHARMACIST NAME, e.g. "Pharm. Amaka Okonkwo (B.Pharm, MPSN)"].

What You Can Discuss

• Medication use, dosage, and side effects
• Drug interactions and contraindications
• Chronic disease medication management (diabetes, hypertension, asthma)
• Nutrition and supplement advice
• Medication adherence support
• When to see a doctor vs. self-treat

Consultation Hours

• [CONSULTATION HOURS, e.g. "Monday – Saturday: 9:00 AM – 6:00 PM"]
• [OPTIONAL: "Appointments preferred. Walk-ins are welcome subject to availability."]

Consultation Fee

[CHOOSE ONE OPTION AND DELETE THE OTHER.]

• [OPTION A — Paid]: Consultation fee: ₦[CONSULTATION FEE, e.g. 2,000.00] per session.
• [OPTION B — Free]: Consultations are free of charge for all customers.

To book a consultation, call [PHARMACY PHONE] or send a WhatsApp message to [PHARMACY WHATSAPP].

Pricing & Payment

Price Enquiries

• Prices vary by product and brand. For a price check on any item, send us a WhatsApp message at [PHARMACY WHATSAPP] with the product name and quantity.
• [OPTIONAL: "Our team will respond within [e.g. 15 minutes] during business hours."]

Accepted Payment Methods

[KEEP ONLY THE PAYMENT METHODS YOUR PHARMACY ACCEPTS.]

• Cash (Naira only)
• POS / Debit card (Visa, Mastercard, Verve)
• Bank transfer (account details provided at the counter)
• Mobile money / USSD transfers
• [OPTIONAL: "Online payment via our website at [PHARMACY WEBSITE URL]"]

All prices are in Nigerian Naira (₦) and are inclusive of applicable taxes.

Health Services

[KEEP ONLY THE HEALTH SERVICES YOUR PHARMACY PROVIDES. ADD ANY THAT ARE MISSING.]

[PHARMACY NAME] provides the following in-store health screening and wellness services:

• Blood pressure check: Available during pharmacy hours. [OPTIONAL: "Free for all walk-in customers."]
• Blood glucose (sugar) test: [OPTIONAL: "₦[FEE, e.g. 500.00] per test. Results provided in under 5 minutes."]
• Malaria rapid diagnostic test (RDT): [OPTIONAL: "₦[FEE, e.g. 1,000.00] per test."]
• Body weight & BMI assessment: [OPTIONAL: "Complimentary for customers."]
• Temperature check: Available at the counter on request.
• Vaccinations: [AVAILABLE/NOT AVAILABLE. If available: "We administer [LIST VACCINES, e.g. 'flu, hepatitis B, typhoid, and meningitis'] vaccines. Please call ahead to confirm availability and schedule. Fee: ₦[VACCINE FEE] per dose."]
• Wound dressing: [AVAILABLE/NOT AVAILABLE. If available: "Basic wound dressing available at ₦[FEE, e.g. 1,500.00]."]

All health screening results are provided confidentially. If a result indicates a concern, our pharmacist will advise on next steps and refer you to an appropriate medical facility.

Contact Information

• Phone: [PHARMACY PHONE, e.g. "+234 801 234 5678"] (available during business hours)
• WhatsApp: [PHARMACY WHATSAPP, e.g. "+234 901 234 5678"] (orders, enquiries, prescription photos)
• Email: [PHARMACY EMAIL, e.g. "[email protected]"]
• Address: [FULL PHARMACY ADDRESS including street, area, city, state, and Nigeria]
• Website / Social Media: [PHARMACY WEBSITE URL, e.g. "www.yourpharmacy.com.ng" or Instagram handle]
• Emergency Line: [EMERGENCY LINE, e.g. "+234 802 345 6789 (24-hour)" — or remove this line if not applicable]

Safety & Medication Guidelines

• Always read the label and patient information leaflet before taking any medication.
• Do not share prescription medications with others, even if symptoms appear similar.
• Keep all medications out of the reach of children.
• Store medications as directed on the label — some require refrigeration.
• Do not take expired medications. Bring expired or unwanted medicines to our counter for safe disposal.
• All medicines dispensed by [PHARMACY NAME] carry a NAFDAC registration number. If you have concerns about a product's authenticity, speak with our pharmacist immediately.
• Do not stop prescription medication without consulting your doctor, even if you feel better.
• If you experience a severe adverse reaction to any medication, call emergency services or go to the nearest hospital immediately.

Frequently Asked Questions (FAQ)

Q: Do I need a prescription to buy antibiotics? A: Yes. Antibiotics and certain other medicines (e.g. opioids, controlled substances) are prescription-only medicines (POM) under Nigerian pharmaceutical law. Our pharmacist cannot dispense these without a valid prescription from a licensed doctor.

Q: Can I get a refill without seeing my doctor again? A: It depends on your prescription. If your doctor has authorised repeats, we can refill it. For chronic conditions such as hypertension or diabetes, we encourage you to maintain regular check-ups with your doctor. Our pharmacist can advise if your refill is appropriate.

Q: How do I know if a medicine is genuine? A: All products at [PHARMACY NAME] are sourced from NAFDAC-registered manufacturers and licensed distributors. Every product carries a valid NAFDAC registration number (NAFDAC Reg. No.) on the packaging. If you have doubts about a product purchased elsewhere, bring it in for our pharmacist to check.

Q: Do you stock [SPECIFIC MEDICINE NAME]? A: Our stock changes regularly. Please WhatsApp us at [PHARMACY WHATSAPP] or call [PHARMACY PHONE] to confirm availability before making the trip.

Q: Can I return or exchange a medication I purchased? A: Due to safety and regulatory requirements, medicines and health products cannot be returned or exchanged once purchased, except in cases of a dispensing error on our part. If you believe we made an error, please contact us immediately at [PHARMACY PHONE].

Q: How do I dispose of old or unused medication? A: Do not flush medicines down the toilet or dispose of them in general waste. Bring unused or expired medications to [PHARMACY NAME] and we will ensure they are disposed of safely in line with pharmaceutical waste guidelines.

Q: Do you offer discounts for bulk purchases or regular customers? A: [CHOOSE ONE AND DELETE THE OTHER.]

• [OPTION A — Yes]: We offer a loyalty programme / bulk purchase discounts for [DESCRIBE, e.g. "repeat customers and purchases above ₦20,000.00"]. Ask our staff for details.
• [OPTION B — No]: We do not currently offer a loyalty or bulk discount programme. All prices are sold at standard retail rates.

Q: Can your pharmacist recommend a medication for my symptoms? A: Our pharmacist can advise on appropriate OTC medications for minor ailments. For symptoms that are severe, persistent, or potentially serious, we will refer you to a doctor. This is not a substitute for a medical diagnosis.

Q: How do I use my HMO card at your pharmacy? A: Present your valid HMO ID card and a prescription from an HMO-accredited doctor at the dispensing counter. We will verify and process your claim directly. You will only pay the applicable co-pay, if any.

Q: Do you deliver on weekends? A: [ANSWER BASED ON YOUR ACTUAL POLICY, e.g. "Yes, we deliver on Saturdays until 5:00 PM. Sunday deliveries are not currently available."]

---

Last updated: [DATE]