Initial Assessment Questions
To provide faster resolution and more accurate assessment of injection device issues, we require all patients to submit the following information:
Video Verification Process
Important: All injection device malfunction claims must be submitted via our standardised video verification process. Our qualified pharmacy team will review all submitted footage to ensure compliance with verification protocols and assess device functionality.
Recording Setup
You may ask a friend to hold the phone for you or set up your phone against something stable to record. You will need both hands free for this video.
Step-by-Step Video Requirements
- Identify Verification
- Begin video by clearly showing your face
- State your full name and order number
- Keep your face visible for at least 5 seconds
- Medication Authentication
- Show the original manufacturer’s medication box we supplied
- Clearly display the batch number label on the box
- Hold the box steady for 10 seconds so batch number is fully readable
- Pen Inspection
- Display the medication pen in question
- Show the pen’s label and any identifying numbers
- Demonstrate the current medication level by showing the vial window clearly for 10 seconds (do not obstruct the view)
- Show the dose counter window
- Rotate the pen slowly to show all sides and any visible medication remaining
- Needle Attachment
- Show a new, unused needle in its sealed packaging first
- Attach the needle to the pen following proper procedure
- Remove both outer and inner needle caps
- Demonstrate that the needle is properly secured and straight
- Dose Preparation
- Turn the dose selector to dial exactly 1 unit
- Show the dose counter window clearly displaying “1”
- Confirm the pen has clicked into the correct position (audio should be audible)
- Test Injection ONLY if you are completely confident the pen is not working:
- Inject into the air (never into your body)
- Press the injection button fully and hold for 10 seconds
- Keep both the needle tip and injection button visible in frame during injection
- Post-Test Verification
- Immediately show the dose counter after the test injection
- Display the vial window to show whether medication was dispensed or not
- Show the needle tip for any visible medication droplets
- Safe Disposal
- Dispose of the needle safely using appropriate sharps disposal
Video Requirements Summary
- Continuous filming: The entire process must be recorded in one uninterrupted video
- Clear lighting: Ensure all elements are clearly visible throughout
- Stable camera: Maintain steady positioning during each step
- Audio narration: Describe what you’re doing throughout the process
- No editing: Raw footage only – any cuts or edits will result in automatic claim rejection
Safety Warning
Only perform the air injection test if you are certain the pen is malfunctioning. Do not waste medication from a working pen. This test is for verification of faulty devices only.
Submission
Upload the complete video file with your claim reference number using the form provided below. Videos that don’t follow this exact sequence or are incomplete will require you to start the process again.
Terms and Conditions: Injection Device Verification Claims
Medication Wastage Policy
Important: Patients who follow the required verification procedure, including the air injection test, acknowledge that any medication dispensed during this process constitutes necessary verification and not wastage. Claims for replacement medication due to doses used during proper verification procedures will not be accepted.
Video Compliance Standards
Submitted verification videos must fully comply with all specified requirements. Non-compliant submissions will be rejected, and you will be asked to record a new video. Multiple non-compliant submissions may result in claim rejection.
Device Return Requirements
Where video evidence suggests potential device malfunction, patients must return the device to our pharmacy within 2 working days of being notified. Failure to return the device will result in automatic claim rejection.
Assessment and Resolution Process
Step 1: Video Submission
Submit your verification video using the form below, ensuring it is continuous, unedited, and includes all mandatory elements.
Step 2: Initial Review
Our pharmaceutical team will review your submission within 3 business days. If video evidence indicates potential device malfunction, you will be contacted with instructions to return the device for physical examination.
Important: Only send your device if specifically requested. You must dispatch the device within 3 days of being asked to do so.
Step 3: Device Return (if required)
When requested, return the device using tracked shipping within the specified timeframe. You are responsible for covering return shipping costs initially.
Step 4: Physical Assessment
Our qualified pharmacy team will conduct a comprehensive examination of the returned device within 2 business days of receipt.
Resolution Outcomes
If Device Is Confirmed Faulty:
- Device reported to manufacturer in accordance with pharmacovigilance requirements
- Replacement authorised after manufacturer confirmation (14-28 business days)
- Return shipping costs will be reimbursed
- New device dispatched via appropriate temperature-controlled transport
If Device Is Functioning Correctly:
- Device returned via standard postal service
- Assessment findings provided with proper injection technique guidance
- Customer bears return shipping costs
Important Timeframes
- Video review: 2-3 business days
- Physical device assessment: 2 business days following receipt
- Manufacturer liaison (faulty devices only): 14-28 business days
- Final resolution notification: Within 24 hours of determination
Cold Chain Notice
Important: Returned devices that have been outside controlled storage conditions will not be redistributed via temperature-controlled transport unless ambient conditions during return transit could potentially damage medication stability.
This policy ensures appropriate clinical oversight while maintaining pharmaceutical safety standards and regulatory compliance.Ā
