Questions about oncology medicine enquiries
Clear answers about the referral process, documents, medicine review and destination requirements.
Starting a referral enquiry
What does Medrack do?
Medrack helps patients and caregivers prepare and submit a prescription-led oncology medicine referral enquiry.
Is Medrack a pharmacy?
No. Medrack is a referral service, not the dispensing pharmacy. It does not diagnose, prescribe, recommend treatment or dispense medicines. Clinical decisions and monitoring stay with the treating oncology team.
Can a patient or caregiver submit an enquiry?
Yes. A family member or caregiver can submit the enquiry for a patient, provided the prescription and patient details are current and accurate.
What do I need before sending an enquiry?
Add the prescribed medicines, strengths and quantities to the enquiry list, then provide a current prescription, patient name, treatment country and a contact email. A phone number and notes are optional.
Is an enquiry an order or supply commitment?
No. It starts a referral assessment only. It is not an order, a clinical recommendation, a quotation, a payment request or a promise that a particular medicine can be supplied.
Medicine and source verification
Which medicines can I enquire about?
The catalogue shows the cancer medicines currently in scope for referral enquiries. If a medicine is not listed, contact us with the prescription name and we can say whether it is within scope for a preliminary review.
Does a country shown in the catalogue identify the dispensing location?
No. A country shown in the catalogue is a catalogue source reference. It does not identify the dispensing pharmacy or dispensing country. Those details are provided only if an enquiry can proceed.
Are catalogue product images exact packs?
No. A catalogue image is a photograph of a real pack of that medicine, shown so you can see what the product looks like. It does not identify the pack, brand or manufacturer supplied for an individual case. Those are confirmed in writing before anything is dispatched, and may differ from the pack shown. A few medicines have no photograph and show an illustration instead.
Does the website accept medicine orders or set supply quantities?
No. The website accepts referral enquiries, not medicine orders. Entering a quantity records what is shown on the prescription or what the patient wishes to discuss. It does not reserve stock, set a supply quantity or confirm availability.
How is a medicine option assessed?
The referral review considers the prescribed medicine, available information, documentation needs and destination requirements. Only a case-specific discussion can determine whether there is an appropriate next step.
Why are public medicine prices not shown?
A prescription oncology medicine cannot be represented responsibly as a public price list. Any potential option, documents, costs and next steps depend on the individual case and destination requirements.
Documents, delivery and destination
Why is a prescription required?
The prescription helps confirm that the enquiry is connected to a genuine treatment need and lets the referral be reviewed against the medicine, strength and patient situation. It is uploaded privately and is not sent by ordinary email.
Which destinations can be considered?
The treatment country is reviewed case by case. Requirements can differ by medicine and destination, and may change. A listing does not mean that an arrangement is available for every country.
Will Medrack handle customs or guarantee delivery?
No. Any cross-border arrangement is subject to the applicable documentation, destination requirements, and decisions by regulators, customs authorities, couriers and other responsible parties. Medrack does not guarantee approval, clearance or delivery dates.
What happens if further documentation is needed?
We explain the relevant next step directly. Requirements differ by destination and case; no additional document should be assumed from a public webpage.
Safety, privacy and contact
Does Medrack provide medical advice?
No. Medrack does not diagnose, prescribe, recommend treatment or replace the treating clinician. Clinical decisions and monitoring stay with the patient’s treating team.
Which pharmacy would dispense a medicine?
No dispensing pharmacy or country is identified by the website or catalogue. Those details must be provided separately in writing if an enquiry can proceed.
Can I speak with a pharmacist through Medrack?
The website does not currently publish a verified pharmacist consultation telephone or service hours. Continue to direct clinical questions to the treating oncology team.
How is the prescription kept private?
The enquiry form stores prescription files in private document storage. Files are not publicly accessible or included in routine email notifications. They are kept only as long as reasonably necessary for the purposes stated in our Privacy Policy.
How will you contact me?
We use the contact email in the enquiry and may use the optional phone number if needed for a practical follow-up. WhatsApp is available for general support, not for sending prescriptions.
How can I contact customer service?
For general support, email care@medrack.health. The website does not currently publish a verified customer-service telephone and service hours. WhatsApp is a separate general-support channel.
What should I do if treatment is urgent?
Contact the treating oncology team, local licensed pharmacy or local emergency services as appropriate. Medrack is not an emergency medicine-delivery service.