FAQ

FAQ: account management

1. I would like to benefit from the online prescription renewal request service. How do I proceed?

It's easy! Just ask your pharmacist for a renewal request service access card.

Once you have your card in hand, you must register to the website and then add your renewal request service to your record.

If you wish to put a third party in charge of managing your renewal request service, you must transfer your access card to this person. He will then associate it to a record in his own account.

2. I forgot my password. What should I do?

The system will ask you to indicate and validate your email address. If your password is in the database, the system will then ask you the password recovery question linked to your account.

If you do not answer the question correctly, a message will indicate that your response is invalid and will prompt you to answer it again.

If you answer the question correctly, you will see a message indicating that an email has been sent to the address associated to the account. This message will explain the procedure for modifying your password. The hyperlink in the email will be valid for 24 hours only.

3. I would like to change my password. What do I do?

To change your password, you must first log on to the website. Click on Manage account, and select Change password.

To change your password, you must enter your old password in the form that will appear onscreen and then type your new password twice, in each of the corresponding boxes.

4. I would like to deactivate my account. How should I proceed?

You can unsubscribe from the services at any time.

To delete your account, you must first log on to the website. Then, click on Manage account, and select Delete account.

In the form that will appear on the screen, enter your password to confirm the deletion. If your account does not include any shared services, we will ask you to confirm the permanent deletion of all of your services from the website. However, if one or multiple services are shared, these services will remain available to the other authorized users.

Uniprix reserves the right to deactivate accounts that have been inactive for two (2) years. Once an account is deactivated, the personal information it contains will be archived by Uniprix for one (1) additional year.

5. Can I sign up for the website if I do not live in the province of Quebec?

You can access the services from any computer, anywhere in the world. However, you must deal with a pharmacy affiliated with the Uniprix Group in the province of Quebec.

6. Does my account remain active even if I don't use it?

Uniprix reserves the right to deactivate accounts that have been inactive for two (2) years.

Once an account is deactivated, the personal information it contains will be archived by Uniprix for one (1) additional year.

The entire prescription file(s) will still be kept at your pharmacies affiliated with the Uniprix group.

7. My sales location has closed its doors. What should I do?

When a branch is no longer part of the Uniprix Group, regardless of the reason, your access to the related services is terminated. You must then request a transfer of the prescription files associated to this pharmacy to another pharmacy affiliated with the Uniprix group and ask the pharmacist for a new card for each file. Click here to find the sales location nearest you.

8. Can the pharmacist refuse to refill one of my prescriptions?

Yes. Pharmacists reserve the right to accept or refuse to renew a prescription through the online prescription renewal request service at any time. Every time you request a refill for a prescription, whether online or in-store, they must review your complete prescription file.

9. Why do I need to provide my email address?

Your email address is needed for identification purposes. We strongly recommend you use a personal email address. Do not use a shared email or one that can be accessed by a third party (e.g. family email, work email).

FAQ: Record and service management

1. What exactly is my “account”?

My account is the space where you log on.

This space gives you the ability to manage one or more records for your family.

For example, John Smith's account includes his own record, but can also include his wife Alice's and his son Ben's records.

2. What is a “record”?

A record combines all services associated to a person that can be you, a family member or any other person who has put you in charge of managing their service(s).

For instance, John Smith's record includes the services he uses, such as the online prescription renewal request service. From his account, Mr. Smith could also manage his wife Alice's record and services.

3. What are the services provided by my family pharmacist affiliated to Uniprix?

The services provide by my family pharmacist affiliated to Uniprix are services available at: services.votrepharmaciendefamille.ca. and on the app. E.g.: Online prescription renewal request service.

4. Can I access records and services other than mine?

Yes. The My family section allows you to create one or multiple records for your family members. You can then add one or more services, and manage these services at your convenience.

Please note that you must have a service access card in order to associate the related service to a record.

5. I use multiple accounts and I wish to manage all of my services from a single account. What do I do?

To manage your services from a single account, follow the steps below for each service to be transferred.

IMPORTANT - Your prescription renewal request service won't be available during the transfer process. Please fill any necessary renewal requests before proceeding.

  1. From the account linked to the service to be transferred
    1. Access the service to be transferred
    2. Click on the Manage service tab
    3. Select Permanently delete
    4. Follow the onscreen instructions
  2. In order to ensure the security and confidentiality of the renewal request service, your pharmacist must supply you with a new access card for the service to be transferred:
    1. Visit your pharmacist
    2. Obtain your new access card
  3. From the account where the service needs to be transferred
    1. Select or add a person's record
    2. Click on Add a renewal request service
    3. Follow the onscreen instructions
6. I would like to share my renewal request service so that another website user may use it from their own account. What do I do?

Sharing an online prescription renewal request service allows you to grant a third party with their own account the right to manage this service. This right allows the third party to access the service and use it on your behalf.

Examples

  1. Both Mr and Mrs Smith have an account and they use it to place online prescription refill requests. Mrs Smith would like her husband to have access to her online prescription renewal request service so he could be able to place requests on her behalf.
  2. John Smith manages the online renewal request service of his son Ben. By sharing the service with his wife Alice, she will also be able to place prescription refill requests for Ben from her own account.
  3. John Smith and his sister Mrs Smith would like to have access to their mother's renewal prescription service.

Sharing the service

To share the service with a third party, please visit your pharmacy and ask your pharmacist to fill out the service sharing request with you.

Result

Once the sharing is set between you and the other user, you can access the shared renewal request service using both accounts. Please note that all information relevant to the prescription renewal request service are available to all users who share the service in question.

You can also view the list of the users sharing the service. Simply access the service and click on the Service sharing tab. A list will show the names and email addresses of each user with shared access.

Terminating sharing

To terminate the sharing with one or a number of users, contact Customer service. An agent will ask you to provide the information required to terminate sharing and will confirm your request has been completed within 72 hours.

Once sharing is terminated, the list of users sharing access will be updated under the Service sharing tab.

FAQ: Online prescription renewal request service

1. Will I receive confirmation after sending an online prescription renewal request?

No. When you place a prescription refill request, you will see a message indicating that your request has been forwarded to your pharmacy.

2. What is meant by a “prescription file”?

This is the pharmacological file for a given patient and pharmacy. It lists all of your prescriptions, both past and refillable.

3. Can I share the information in the prescription file with other healthcare professionals?

Yes. You can share the information in the file with a healthcare professional, such as your family physician.

That said, we would like to remind you that you are responsible for the prescription files associated to each record in your account.

FAQ: Security

1. Does the Uniprix Group follow a specific code of procedure for the protection of personal information?

The Uniprix Group has established a code of procedure for the protection of personal information on individual users. This code, which all employees undertake to follow, ensures that the information about you in your personal file is used only to:

  • Properly manage your products and services
  • Inform you about other products and services that may be of interest to you
  • Meet your expectations more effectively

Only employees who need to access your personal file in the course of their work are allowed to consult it.

2. Is the Uniprix Group truly dedicated to the security of the transactions made using online services?

Yes. The Uniprix Group pays special attention to all matters related to security and confidentiality. Among other things, its role is to:

  • Identify and manage information security risks.
  • Establish information security policies, strategies and standards.
  • Assist and advise owners of information on the evaluation of risks and required levels of protection, and the choice of appropriate security measures.
  • Make all its employees aware of the importance of information security and of their involvement.
3. When I refill my prescription online, is my transaction confidential?

A number of precautions have been taken to maintain the confidentiality of the information you transmit when you perform your transactions via the Website. In fact, with the measures already implemented by the Uniprix Group and the preventive measures we recommend to you, your online transactions are as secure as they would be at the counter in your sales location.

4. How can I help the Uniprix Group protect my personal information?

You must choose a password known only to you and enter it every time you log in. We strongly recommend as well that you change your password at least once a month.

You should also follow a few basic measures. For example:

  • Always download the latest version of your browser;
  • Erase your browser's cache memory after each session;
  • Make sure your computer has an updated antivirus and firewall.
5. What is encryption? How does it work?

Encryption is a data encoding process that ensures the security of the transmitted data. To be able to read an encrypted file, one must have access to a secret key or password to decode the information. In other words, regular text is converted into scrambled code (illegible text) during transmission and is decoded into legible text at the reception point.

The Uniprix Group uses measures and algorithms developed by the American National Security Agency (NSA), which is used by government and banks.

6. What can I do to keep my online transactions secure?

To make sure your transactions remain secure, simply follow these precautions.

  • Never reveal your password.
  • Never leave in plain view your personal information pertaining to your requests for refills.
  • Never leave your computer when carrying out a transaction via the Website.
  • Always sign out from your session by clicking on "Quit" before leaving your computer.
  • Never send confidential information by e-mail, unless it is encrypted.
  • Avoid using a password that is easy to guess.
  • Change your password on a regular basis and do not use the same password more than twice during a year.
  • Never use the same password for several software applications.
  • Consider installing anti-virus software and a personal firewall on your computer.
  • Avoid using software that saves your password on the login page of the Online Services.
7. What is the difference between an http and an https (SSL) Website?

Sites prefixed by “https” are made secure using the Secure Security Layer (SSL) encryption process.

The use of the this protocol allows you to verify the site's credentials using an authentication certificate. It guarantees the confidentiality of data exchanged between your browser and our servers.

8. Is the transmission of information by email secure?

In general, information contained in email is not protected. For that reason, we never send confidential information by email.

9. Are the registration forms secure?

Yes. All of our forms are protected using the SSL encryption protocol (see question 7). This protection is generally confirmed by a small closed lock appearing on your browser screen.