Frequently asked questions.

Yes. Weight management is the most common use, but the platform is treatment agnostic. Hair loss, sexual health, travel health, skin, menopause, smoking cessation and general health all run on the same engine. The treatment area is configuration, not custom development. See treatments we support.

Yes, within the law. If a UK prescriber can lawfully prescribe it remotely and your pharmacy can lawfully dispense it, Sync-RX can carry the assessment, the prescribing decision, the order and the audit trail for it.

Prescription-only medicines can be supplied online where a prescriber has carried out an appropriate remote assessment and is satisfied it is safe. Pharmacy and general sale medicines can also be sold. Certain categories, including controlled drugs and medicines liable to misuse, carry extra requirements or cannot be supplied remotely at all. Your prescriber and superintendent pharmacist set the boundary; Sync-RX enforces the rules you give it.

Yes. You build the assessment, branching logic and prescribing rules in the form builder, add the products and go live. No code and no release cycle.

Yes. In Sync-RX, forms are the patient assessment forms a patient completes before a clinician reviews their order. They power intake, eligibility, follow-ups and re-consultations.

Yes. Every assessment flow is fully configurable inside the no-code form builder. You can edit questions, reorder steps, add branching logic, gate prescribing decisions and run A/B tests on different versions of a flow.

Yes. The patient portal, emails and dispensing artefacts are fully white-labelled to your pharmacy or brand name, colours, domain and logo. Any brand names shown in demo accounts are placeholders.

Yes. The full clinician review and prescribing flow is covered in the live demo and available in any prospect demo account. Prescriptions are generated as print-first HTML/PDF documents, each with a unique RX identifier and a full audit trail (issuing clinician, timestamp, patient, order, dispensing events). A cryptographic e-signature step (NHS EPS, Signable, DocuSign or an in-house PKI signature embedded in the PDF) is not wired in by default and is scoped separately if required. The high-level workflow is also covered in our platform overview.

Yes. Sync-RX generates dispensing labels, patient information leaflets and shipping documentation as part of the order-to-dispense workflow. Single-document print is live across prescriptions, dispensing labels and (via Shopify) shipping labels. Bulk-select and combined print jobs are a small extension of the document-generation module, delivered once the exact stationery and label formats are confirmed.

Yes. The Products module supports non-prescription lines alongside prescription products in the same order. Each product carries classification metadata (POM / P / GSL / OTC) and the clinical screening pipeline uses that classification to decide whether a questionnaire is required, whether a pharmacist must review, or whether the item can be sold directly. That covers P items (e.g. Viagra, thrush treatments) where a pharmacist check is required, and GSL items (e.g. paracetamol) that come off the shelf with pack-size and quantity limits applied. Contraindication depth for P and GSL sales is configured per partner during onboarding.

Yes. Demo accounts are provisioned with full access to the form builder, clinician workspace, dispensing tools and order management so you can explore the end-to-end workflow yourself.

GLP-1s are a significant volume category for partners on the platform. Sync-RX itself is category-agnostic: catalogue, assessment flows and clinical rules are configured per brand, so the same platform runs weight loss, hair, ED, HRT and bloods workflows.

Yes. Appointments are built in, with public booking pages, staff calendars and reminder emails. Calendly, Google Calendar, Google Meet and Zoom connectors are available for brands that already run their own scheduling.

Patients sign in to see their orders, prescriptions and consultation history, upload photos, reply to information requests from the clinician, complete wellbeing check-ins between prescriptions, confirm dose changes and update their contact details.

Yes. Blood test results can be uploaded as PDFs and markers are extracted automatically, then presented to the clinician alongside the patient record and consultation history.

Subscriptions run through Recharge. Signing and issuing a prescription for a monthly product creates the subscription automatically, dose changes swap the product on the live subscription and recalculate any prepaid shortfall, and cancellations, failed payments and refunds flow back into the order record and audit trail.

No. AI is used to flag risk and summarise, for example triage flags on a submission and marker extraction from blood test PDFs. Every prescribing decision is made and signed by a named clinician, and the flag plus the decision are both recorded in the audit trail.

Identity checks run through LexisNexis IDU, with Veriff also supported, and are configurable per product and per flow. A failed or inconclusive check does not silently block the patient: the order is held and surfaced to the clinician with the reason, so they can request further evidence or reject with a recorded rationale.

Yes. Prescriptions are signed with an advanced electronic signature that meets AES and eIDAS expectations: the signer is authenticated, the signature is uniquely linked to them and to the exact document content, and any later change invalidates it. The signed copy, the signer, the timestamp and the document hash are all retained.

You are. Sync-RX is the software your registered pharmacy or prescribing service runs on. Your GPhC, CQC or equivalent registration and your responsible pharmacist arrangements stay with you, and the platform is built to evidence them.

Reports cover consultation volumes, conversion through each step of a form, clinician activity, order and prescription throughput and A/B test performance. Underlying data can be exported for your own analytics.

A single site with a standard assessment flow is typically live in two to four weeks. Multi-brand launches with migration and bespoke integrations run longer and are planned against a written schedule.

Yes. There is a built-in migration tool that imports patients, orders and prescriptions from spreadsheet exports, with a reconciliation report showing exactly what imported, what was rejected and why, so nothing lands silently.

Yes. Every partner gets a demo clinic with full access and a shared sandbox store, so you can run end to end orders without touching live patients or taking real payments.

A custom Sync-RX form builder, built in-house. It is not a third-party form tool wrapped in a clinical UI. That lets us couple form logic directly to prescribing rules, eligibility checks and the clinician workspace.

Yes. Built in-house and maintained as core platform functionality.

Sync-RX is a custom-built web application with a Postgres data layer, row-level security on every patient table, and a 7 year audit log. It is not WordPress or any other off-the-shelf CMS.

Sync-RX is its own platform, not a Shopify app. It integrates with Shopify (and other storefronts) via HMAC-verified webhooks and the sync-shopify-orders edge function when a brand wants to keep a Shopify front end. Sync-RX can also handle commerce natively via a BYOK Stripe checkout (custom checkout, PaymentIntents, webhooks, auto order creation), so Shopify is not a hard dependency. The Ryft connector is also scaffolded as an alternative processor.

Via a simple iframe (or full-page on mobile) on your front-end site. Answers submit to Sync-RX, anonymous inserts are allowed via RLS so users don't need an account to start, and submission triggers the clinical triage pipeline (BMI checks, red/orange flag logic, image checks, GLP-1 37-question path). On payment the submission binds to the customer record and flows to the clinician queue. Your front-end code only embeds the iframe; no clinical logic lives outside Sync-RX.

That is a separate decision from the Sync-RX clinical app. Two common paths: stand up a marketing site on the same builder you already use, or host it independently on something like Vercel with a headless CMS. Sync-RX plugs into either route via the questionnaire iframe and the commerce/checkout layer, so the CMS choice is a UX and marketing call rather than a clinical one. The Sync-RX clinical app, patient portal and admin app run on our infrastructure at rx.getsyncrx.com either way.

Sync-RX handles the integration work. As part of onboarding we wire up your storefront, subscription billing (Recharge), identity verification (Veriff / LexisNexis), pharmacy hand-off (TIP) and transactional email (Resend). You do not need an in-house engineering team to launch.

Configuration is self-serve from the admin UI: questionnaires, products, statuses, branding, integrations, user roles and compliance policies. Deeper platform changes are scoped and delivered by the Sync-RX team.

In most cases yes. New capability goes through a short scoping and pricing process. Where it makes sense as core platform functionality it ships to all customers; bespoke work is scoped and quoted separately.

Yes. Sync-RX is operated by us on infrastructure built for ISO 27001 and UK GDPR, with row-level security on every patient table, encryption at rest and in transit, MFA for clinicians and a 7 year audit log. Specific hosting region and sub-processor details are shared on request during onboarding.

Sync-RX is owned and operated by Swan Medical Technologies Ltd, a company registered in England and Wales (company number 17159551).

Pricing is a flat platform fee plus a per-prescription or percentage component. We are flexible on the exact structure depending on volume and the commercial model of your brand.

Sync-RX is live at rx.getsyncrx.com and we are onboarding a small founding cohort of pharmacy and brand partners. We are deliberately keeping early numbers low so each launch gets close clinical and engineering support.

The platform is built and live. We are in the early commercial phase, opening additional onboarding slots through 2026.

Your patient and clinical data is yours. Sync-RX acts as your data processor, supports Right to Erasure and data export, and the commercial agreement sets out notice periods, exit assistance and data handover terms.

Sync-RX is the regulated infrastructure, not a marketing agency. Transactional email is built in (via Resend) and the commercial team can introduce vetted partners for paid, creative and CRM. Exact scope of go-to-market support is agreed per engagement.

Same broad category, different model. Sync-RX is a single integrated platform that covers intake, clinician review, prescribing, dispensing, order management and subscription billing in one regulated workflow, rather than a marketing and SEO service for pharmacies.

Every deal has the same shape: a monthly platform fee, an allowance of activity included, a per unit rate for anything above the allowance, and integration work quoted separately. Mixed businesses are billed on successful consultations. Businesses where every sale ends in a script are billed per prescription, because that is the unit they already understand.

A submitted form that reaches a clinical decision, counted once per patient per episode, including patients who are rejected, because the review work is the same. Wellness check-ins, refill reviews and dose change reviews count as half. Abandoned forms, repeat submissions for the same condition inside 30 days, payment failure duplicates and staff test submissions are not counted. Every invoice comes with a line by line list.

Smaller tiers run month to month. Enterprise agreements are twelve months. Notice periods, exit assistance and data handover are set out in the commercial agreement.

Integration and migration work is quoted separately from the monthly fee and itemised line by line in the proposal, so you can see exactly what is one off and what is recurring.

The data is yours. On exit you get a full structured export of patients, consultations, orders and prescriptions, plus the signed prescription documents, within an agreed window. After you confirm the export is complete, your clinic data is deleted on the schedule set out in the agreement.

All partners get support during UK business hours through in app chat and email, with a ticket reference and a tracked event trail. Mid market and enterprise agreements add priority response targets, a named contact and a quarterly review.

Sync-RX is multi-tenant with hard isolation. Postgres with row-level security on every clinical table means no cross-tenant reads are possible even via a compromised app-level query. Partners are modelled in partners and partner_product_mappings, storage buckets are private with strict per-role access (patient-images, verification-images), edge functions validate the auth session before touching data, and the 7 year audit trail is per-tenant. Infrastructure is built for ISO 27001 and UK GDPR with encryption at rest and in transit and MFA for clinicians. Sync-RX acts as your data processor; you remain the data controller. A dedicated instance is available as a premium tier where a client has a specific procurement or data-residency driver.

Every submission runs through a risk pipeline that captures email (lower-cased), IP, device fingerprint, name and DOB. Automated flags cover IP address reuse (90 day rolling window, then purged for GDPR), device fingerprint reuse, email/name reuse across accounts, same email seen from 2+ IPs, and same email seen from 2+ countries. Flags surface inline on the clinician's submission view with a risk score and matching prior submissions. Scheduled cross-account audits (velocity checks, alias detection, shared delivery addresses, shared payment fingerprints, cross-tenant email reuse) are on the roadmap using the same dataset.

Sync-RX is built around GPhC, MHRA and CQC expectations for online pharmacy and prescribing services, with audit trails, clinician sign-off and dispensing controls designed against those standards.

No. Isolation is enforced in the database, not just the app: every clinical record carries the clinic it belongs to, row level security scopes every read, and database triggers reject any write that would attach a record to the wrong clinic. A storefront can be connected to exactly one clinic, and an incoming order whose shop is not linked to a single clinic is refused outright.

Every clinically significant action is written by the platform itself, not the app, and retained for 7 years: who did it, when, to which patient and record, and what changed. Records cannot be deleted to hide activity.

Access levels are set per team member, from read only through to clinical prescriber and administrator, with a per area capability matrix for anything bespoke. MFA is available and sessions time out after 15 minutes of inactivity.

Built in GDPR tooling produces a full export of a patient's record on request and runs a controlled erasure process that removes personal data while preserving the records we are legally required to retain.

We work to ISO 27001 aligned controls, hold a documented information security policy set, and commission independent penetration testing with findings tracked to closure. A security review pack, including the current test report summary, is available during procurement.

The platform runs on managed Postgres with point in time recovery and automated backups. Enterprise agreements include a written uptime commitment and recovery targets.

Patient facing forms and the portal are built to WCAG 2.1 AA expectations: keyboard navigable, screen reader labelled, and tested at mobile sizes, which is where most patients complete their assessment.

Roadmap. Neither Click & Drop nor Local Collect is integrated today. Both are standard REST APIs and slot cleanly into the existing shipping/order flow. They would be added as two connectors in the Integrations catalogue (same pattern as the current Shopify and Recharge connectors), with tracking numbers written back onto the order record and status events flowing into the audit log.

Roadmap. Same integration pattern as Royal Mail. Can be delivered alongside Click & Drop / Local Collect so shipping providers are pluggable per order.

Live. Docman Connect is in the Integrations catalogue and sends prescriptions, consultation letters, discharge summaries and ad-hoc documents to GP practices (Sandpit today, production on switch-over). It supports auto-send with manual override per document type, status tracking (delivered/rejected) with rejection reason capture, a full audit trail in docman_audit_log, and an organisation cache so GP practice lookup stays fast. GP Connect (Update Record) is a second, complementary path for structured write-back once onboarding is complete.

Roadmap. Superchat's public API has been reviewed. It would sit alongside the existing in-app Chat & Comments module, letting patient conversations flow through Superchat's omnichannel inbox while the clinical record stays inside Sync-RX.

Yes, and it is configurable. The Clinical Photo Upload flow ties images to the customer's questionnaire submission via verification_images. Uploads are stored in a private bucket, served through 1 hour signed URLs, and carry an approval audit trail. Clinicians review images alongside the submission before issuing. Placement can be inside the questionnaire (before payment) or post-purchase, depending on pharmacy preference.

Discount codes are handled today via the connected commerce layer: Shopify discount codes on one-off orders, and Recharge discounts on subscription orders (percentage, fixed, or free shipping). Native discount codes inside the Sync-RX BYOK Stripe checkout are roadmap; the checkout already supports coupon logic hooks, so adding an in-house code table is a small piece of work.

No. Third-party per-transaction costs (Veriff identity checks, LexisNexis IDU, Docman Connect, Stripe fees, Resend email, WhatsApp, Google Workspace seats, NHS API costs and so on) are pass-through: they are billed by the provider under your own account and API key using our Bring-Your-Own-Key (BYOK) model. This keeps commercials transparent and lets you negotiate directly with each provider. The Sync-RX platform fee is the monthly or annual subscription.

Yes. GP notification is supported through Docman, and a copy of the notification is kept against the patient record.

Yes. Semble is in the Integrations catalogue, so the online supply arm can feed the practice record.

Yes. Zapier is supported for pushing events into the tools your team already uses.

Sync-RX exposes an API and webhooks, and connectors follow a common pattern in the Integrations catalogue, so most tools can be added. Anything new is scoped and quoted before work starts.