Answers to the Questions UK Pharmacies and Hospitals Ask Most.

Onelivery Ltd is a UK healthcare delivery platform and courier network based in London. The company provides same-day prescription delivery, scheduled multi-drop pharmacy runs, hospital outpatient medication delivery, and a real-time delivery tracking platform for independent pharmacies, pharmacy groups, NHS Foundation Trusts, and private clinics. Onelivery has completed more than 100,000 healthcare deliveries and supports over 10,000 active users across London, including Chelsea and Westminster Hospital. The platform gives healthcare providers end-to-end visibility from the moment a prescription is marked ready to the moment the patient confirms receipt.

Onelivery operates across London, covering all London postcodes from a single platform. The service is available to pharmacies, hospital outpatient pharmacies, private clinics, and GP surgeries throughout inner London, outer London, and the wider Greater London area. Onelivery does not currently operate outside of London, but pharmacies and hospitals with collection points within London can use the platform for any patient delivery address within the London coverage area. Healthcare providers outside London are encouraged to contact the team to discuss future availability.

Onelivery has completed more than 100,000 healthcare deliveries across London since the company was founded. These deliveries cover same-day prescription delivery for independent pharmacies, multi-drop pharmacy routes, hospital outpatient medication delivery, and private clinic courier services. The platform currently supports over 10,000 active users and maintains a 98.7% on-time delivery rate across all delivery types. The 100,000 figure covers deliveries processed through the Onelivery platform across all service types.

Onelivery is designed specifically for NHS hospitals, NHS-contracted pharmacies, and private healthcare providers. The platform currently supports outpatient prescription delivery for Chelsea and Westminster Hospital in London and provides chain-of-custody documentation, a full delivery audit trail, and GDPR-compliant data handling suitable for NHS clinical governance and CQC inspection requirements. Data processing agreements are available for NHS organisations acting as data controllers, and Onelivery is developing alignment with the NHS Data Security and Protection Toolkit. Structured 4-week pilots are available for NHS Foundation Trusts evaluating a new outpatient delivery provider.

Onelivery provides same-hour collection from pharmacies, hospital dispensaries, and GP surgeries across London. When a prescription is marked ready in the Onelivery platform, the nearest available vetted rider is notified automatically and typically arrives for collection within 60 minutes. Same-hour collection is standard across all London postcodes and is included in all Onelivery plans without an additional premium charge. The collection time is visible to the pharmacy team on the dashboard from the moment the rider is assigned.

If a delivery fails because the patient is not available, the Onelivery rider follows a defined failed-delivery protocol and the pharmacy or hospital is notified immediately through the platform dashboard, not the following morning. The failed delivery is recorded with a photo and timestamp, and the pharmacy team is contacted to agree on next steps before the rider leaves the patient's address. There are no silent failures on the Onelivery platform: every failed delivery attempt is logged, visible to the pharmacy team, and followed up within the same working day.

Real-time prescription tracking on the Onelivery platform works through a live dashboard accessible by pharmacy and hospital teams, which shows the current status of every active delivery: Confirmed, Collected, En Route, or Delivered. The dashboard displays the rider's name, estimated time of arrival, and a live delivery map. Pharmacies can generate a shareable patient tracking link from the dashboard and send it directly to the patient before the rider leaves the collection point. The patient tracking link updates in real time and does not require the patient to create an account or download an application.

Every Onelivery delivery includes a photograph of the medication taken at the patient's address, a digital signature from the recipient, and a precise delivery timestamp. This proof-of-delivery record is created automatically at the moment of handover and appears in the pharmacy's or hospital's Onelivery dashboard within seconds of completion. The record can be viewed, downloaded, or exported at any time for patient dispute resolution, CQC inspection, pharmacy governance review, or incident investigation. There is no additional charge for proof-of-delivery documentation, and records are retained in the platform.

Onelivery provides scheduled multi-drop delivery runs for pharmacies with regular high-volume routes: one rider, one route, multiple patient stops, all managed through a single dashboard. Routes are configured in advance to align with the pharmacy's dispensing schedule, and the Onelivery platform sequences the delivery order and assigns the nearest available rider automatically. Each stop on a multi-drop run is treated as a separate delivery, with an individual photo, digital signature, timestamp, and patient notification generated at every drop point. Volume arrangements are available for pharmacies running consistent weekly routes, and there is no minimum delivery volume required to access the multi-drop service.

Onelivery supports both same-day urgent delivery and scheduled regular pharmacy routes from a single platform. Same-day urgent delivery is used for individual prescriptions that need to reach a patient as quickly as possible, with collection typically occurring within the hour of the prescription being marked ready. Scheduled routes are configured in advance for pharmacies that run regular delivery rounds on a daily or weekly basis. Both delivery types are managed through the same Onelivery dashboard, share the same proof-of-delivery documentation, and are covered by the same GDPR-compliant data handling framework.

Onelivery Ltd is registered with the UK Information Commissioner's Office and operates in full compliance with UK GDPR. Patient delivery data is processed solely for the purpose of completing the delivery and is not used for marketing, shared with third parties, or retained beyond the defined retention period. Data processing agreements are available for pharmacies and hospitals acting as data controllers under UK GDPR, and Onelivery acts as a data processor in these relationships. ICO registration details and a draft data processing agreement can be provided to any healthcare provider on request.

All Onelivery riders complete an enhanced DBS check before deployment on the platform. Riders are trained specifically in healthcare delivery protocols, including medication handling, patient privacy requirements, and the escalation procedures to follow when a delivery to a vulnerable or elderly patient fails. DBS certificates are maintained on file and reviewed on a defined schedule, and healthcare providers can request confirmation of a rider's DBS status through the Onelivery account team. The rider's name is visible in the Onelivery dashboard before collection occurs, allowing pharmacy staff to verify identity at the point of handover.

Onelivery Ltd can provide a data processing agreement for any pharmacy, hospital, or healthcare organisation that acts as a data controller under UK GDPR. The data processing agreement covers the purpose and scope of processing, data retention schedules, sub-processor disclosures, breach notification provisions, and the rights of data subjects. The agreement is available on request from the Onelivery account team and can be reviewed by the organisation's information governance or legal team before signing. Onelivery acts as a data processor in these arrangements and processes patient delivery data solely for the purpose of completing the requested delivery.

Onelivery is currently developing alignment with the NHS Data Security and Protection Toolkit and has not yet submitted a completed toolkit assessment. The DSP Toolkit alignment is an active commitment on the Onelivery roadmap, and the current scope and progress can be confirmed by the account team on request. In the interim, Onelivery operates under full UK GDPR compliance, holds ICO registration, and offers data processing agreements to NHS organisations. NHS Foundation Trusts requiring a completed DSP Toolkit submission before contract award are encouraged to discuss the current timeline with the account team, including the option of initiating a structured pilot while the toolkit work is completed.

Onelivery Ltd currently holds ICO registration and operates in full compliance with UK GDPR. The company is actively pursuing Cyber Essentials Plus certification, which is an active roadmap commitment; a Cyber Essentials Plus certificate has not yet been obtained. Onelivery is also developing alignment with the NHS Data Security and Protection Toolkit, though a completed submission has not yet been made. Healthcare providers requiring either Cyber Essentials Plus or a completed NHS DSP Toolkit submission before entering a contract are encouraged to contact the Onelivery account team to discuss the current timeline and the option of a structured pilot running in parallel with the certification process.

Onelivery pricing for pharmacies is based on delivery volume and the services required, rather than a fixed monthly subscription that applies regardless of usage. Pharmacies can start with a pay-as-you-go arrangement and move to a volume plan as delivery numbers increase. Specific pricing is available from the Onelivery account team and can be tailored to the pharmacy's delivery schedule, route requirements, and multi-site configuration. There are no per-user licence fees for the Onelivery dashboard, and the platform can be used by the whole pharmacy team under a single account. Pricing details are discussed during the initial conversation or demo.

Setup on the Onelivery platform takes approximately one afternoon for a single-site pharmacy. Most pharmacies complete account configuration, add their dispensing team to the dashboard, and process their first live delivery within 48 hours of signing up. Hospital and multi-site accounts require a brief setup conversation with the Onelivery account team to configure site views and agree on SLAs, but the overall process from first contact to go-live is typically completed within one week. There is no technical installation required: the Onelivery platform is accessed through a web browser on desktop and mobile devices.

Onelivery is designed for both single-branch independent pharmacies and multi-site pharmacy groups operating across London. Independent pharmacies receive the same real-time tracking, same-hour collection, proof-of-delivery documentation, and GDPR-compliant data handling as larger operators, with pricing plans adjusted to reflect the actual volume delivered by each pharmacy. There is no minimum delivery volume required to get started, and independent pharmacy owners and superintendent pharmacists can sign up directly through the Onelivery website. The platform scales automatically as delivery volumes increase without requiring a contract renegotiation.

Onelivery offers a trial period for pharmacies wanting to test the platform before committing to an ongoing arrangement. NHS hospitals and private hospital pharmacy teams can request a structured 4-week pilot on a single outpatient route, with agreed performance measures covering staff minutes per booking, delivery time, failed delivery rate, patient calls, proof of handover, and cost per completed delivery. There is no obligation to continue after a trial or pilot, and cancellation is available at any time. The Onelivery account team can discuss the trial options most appropriate for the pharmacy's or hospital's delivery volume and requirements.

Onelivery provides ongoing support through a UK-based account team rather than an automated chatbot or offshore support line. Pharmacies and hospitals have access to a named account contact for operational questions, escalations, and account changes. The Onelivery support team is available during standard UK business hours and can be reached by phone, email, or through the platform dashboard. For hospital accounts, a dedicated account manager is assigned as part of the setup process. Onelivery also provides access to documentation, guidance on platform features, and proactive account reviews to ensure the service continues to meet the provider's delivery requirements.