How Can We Help?

  • What is Written Medicine (WM)?

    WM helps hospitals and pharmacies owners meet the General Pharmaceutical Council (GPhC) and Care Quality Commission (CQC) expectations of providing equitable care and reasonable adjustments for patients with language communication barriers by providing translated and pictogram-enhanced medication information, reducing health inequalities and improves patient safety, experience, and adherence.

  • What Languages Does WM Translate To?

    WM currently translates from English to the following 14 languages:

    • 1. Arabic
    • 2. Bengali
    • 3. Czech
    • 4. French
    • 5. Gujarati
    • 6. Hindi
    • 7. Nepali
    • 8. Polish
    • 9. Punjabi (Gurmukhi)
    • 10. Romanian
    • 11. Slovak
    • 12. Somali
    • 13. Tamil
    • 14. Urdu

    These languages are top commonly spoken first languages in the UK after English.

  • What Information Is translated?

    Only the directions of use, supplementary information and warnings are translated.

  • Do Bilingual Labels Meet Regulatory Requirements?

    Yes, WM bilingual labels adhere to labelling guidance from Medicines and Healthcare products Regulatory Agency (MHRA) , NHS England and the Royal Pharmaceutical Society (RPS).

  • What Information Prints On The Label?

    WM labels contain the following legal and clinical information:

    • Patient name
    • Pharmacy name and address (optional)
    • Date of dispensing
    • Name of the medicine, dose strength and form
    • Directions for use (posology)
    • Medicine related warnings & precautions: "(e.g. For external use only)" and ‘Keep out of the reach and sight of children’
  • How Does The Translated information Look Like?
    Bilingual Labels

    The bilingual labels look like your traditional English labels with an additional language.

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    A4Medication Summary & MAR Chart

    The bilingual medication information can also be printed as an A4 medication summary and Medication Administration Record (MAR) sheet.

    • Hospital or pharmacy contact details and bespoke information can be added.
    • Patients’ identifiable data can be printed here, including address.
    • You can select what medication appears or select all and print the entire history.

    MAR Charts comes in:

    • four weeks/28 days, in one-week intervals
    • or in 30 days
    • The day is broken down into morning, afternoon, evening & night
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  • Where does the data in the WM system come from?
    Drugs Database

    First Data Bank (FDB) is WM’s provider of medical products and devices that are linked to warnings and kept up-to-date monthly.

    Directions of Use

    WM has developed its own proprietary dataset of 3,500 directions of use phrases in standardised English, known as Dose Syntax.

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    Missing directions of use & updates

    Periodically phrases are added and put through the language development process. If you cannot find a phrase on the system, you can submit a request to WM via;

    • Freshdesk ticketing system - Under “missing directions”
    • Email
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    Missing drugs

    Medicinal products and devices are updated automatically.

    If a medicinal product is missing in the WM system, it can be added as a “Custom Drug” to generate a label and automatically submit a request to add.

    You can also submit a request to WM via;

    • Freshdesk ticketing system - Under “missing directions”
    • Email
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  • What process does WM use for translations?

    WM prioritises quality and safety seriously, developing a comprehensive four step language development and translation process with a standard operating procedure (SOP)*, incorporating co-production:

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    WM does not use Artificial Intelligence (AI) or Machine Learning (ML) when creating translations.

    New languages are added upon customer request.

  • Are Bilingual Labels Legal?

    WM engages with all the UK regulatory and professional bodies who support innovations such as ours that improves patient safety and quality of care.

    Human Medicines Regulations 2012

    WM ensures that bilingual labels comply with the Human Medicines Regulations 2012, which allow information to be provided in multiple languages as long as it is identical to the English version and meets all regulatory requirements.

    Product Liability

    MHRA states- “The responsibility for any additional languages used would rest with the supplier of the information.”

  • Indemnity - Who is liable if a translation is incorrect?

    WM is covered by a comprehensive professional indemnity and public and product liability insurance policy.This covers the translations and errors made around them, which includes the following summary;

    • Professional Indemnity - £10,000,000
    • Public & Product Liability - £10,000,000

    Community Pharmacy Indemnity

    The National Pharmacy Association (NPA) provides additional indemnity for community pharmacies using WM to cover bilingual pharmacy labels through their Professional Indemnity Insurance.

    If you do not have indemnity with the NPA and would like to use WM, please share the details of your provider to make similar arrangements.

    NHS Indemnity

    NHS Trusts using WM are indemnified through NHS Resolution. The pharmacy department should contact the Trust’s lead for Clinical Negligence Scheme for Trusts (CNST).

    General Practise

    General Practises in England are indemnified through the NHS Resolution state indemnity scheme for general practice in England (The Clinical Negligence Scheme for General Practice).

  • Clinical Liability

    As the supplier of translated information, WM is responsible for the service it provides, including the software. WM does not limit or exclude its liability for negligence if its service causes injury or death. WM also mitigates risk through arrangements with third parties, ensuring it is not liable for their negligence, breach of duty, or breach of contract.

  • How Secure Is Data Held In The WM System?

    WM ensures that all patient data is kept safe and secure within its system and databases in line with Data Protection Impact Assessment (DPIA).

    WM is registered with the Information Commissioner Office (ICO) - ZA183249

    WM is registered with NHS DSP Toolkit - Organisation code: 8JA19

    Patient Details

    WM requests the client to add the following information to generate a patient:

    • Mandatory
      • Name
      • Date of Birth
      • Gender
      • Language
      • NHS/Hospital/Pharmacy number of the patient
    • Optional
      • Email
      • Address
      • Phone number
    How Long Does WM Retain Data?

    The data retention period IN WM is fully configurable to meet your obligations, as required by the NHS Records Management Code of Practice 2021. We recommend a minimum of two years, in line with the code of practice.

    Data Ownership and Security

    The data is owned by the client and can be downloaded in an encrypted file. Data remains available for up to 2 years after the contract ends. WM stores data in an encrypted database, accessible only via Two-Factor Authentication (2FA).

    What Happens To Client Data After The Contract Has Finished?

    At the end of contract an offboarding process will be instigated and client data can be extracted via XML file.

    What Access Does WM Have To Patient Information?

    Clients are responsible for ensuring the accuracy of patient data entered into the system. Data can be edited after a patient record is created. WM will not access or modify client data unless explicitly granted access by the client Super Administrator. Therefore, WM is not responsible for inaccuracies in client data.

    Information Security Policy

    WM is the data processor and does not have direct access to patient sensitive data. WM will not share information unless required by law and retains only necessary information for business practices.

    Where Is The Client & Patient Data Stored?

    WM utilises Amazon Web Services (AWS) cloud servers located in London, England.

    How Safe Is The Client & Patient Data?

    WM encrypts all data between the client and its servers via the latest PCI 3.2 compliance, which requires either a Transport Layer Security (TLS) 1.2 or 1.3 for all communication. Data at rest on WM servers are stored in 256bit AES encryption.

    Further information on DPIA can be requested

  • Is WM Integrated With Pharmacy Systems?

    WM can integrate with third-party IT system suppliers across secondary care, primary care and community pharmacy via multiple methods, including open standards such as Fast Healthcare Interoperability Resources (FHIR), which the NHS supports.

    API and Database Integration Type

    The type of API integration used can differ depending on expected functionality. The most common type is Basic.

    Export WM MySQL

    WM can provide a monthly database upload to system suppliers of:

    1. Directions of use
    2. Warnings
  • How long does it take to add a new patient & translate a label?

    Using WM will be intuitive, as the workflow is similar to the systems you already use in the pharmacy. WM anticipates it will take:

    • 5 minute to add a patient, add four medicinal products to their record and print the labels and/or A4 summary sheet.
    • If the patient exists and are printing from their history reduces this time down to 2 mins.


    • Takes 20 seconds or
    • 2 seconds if the username and password are saved locally on the system
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    Adding a new patient

    Adding the patient information can take 30 seconds.

    If the patient already exists it shouldn’t take more than 15 seconds to search for them.

    *The pharmacist can use the professional judgement not to add patient name.

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    Adding a new drug.

    20 seconds

    *This step will be skipped if it is already on their record.

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    Adding directions of use

    This process can take 30 seconds.

    *This step will be skipped if it is already on their record.

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    Selecting medicine and printing

    This the final step should not take more than 15 seconds.

    At this stage multiple medicines can be selected for printing.

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  • What hardware and software are needed to use WM?

    WM utilises the existing hardware and software setup used by the client.

    These are the technical requirements needed to utilise WM.

    System Requirements
    System Interface Requirements
    Minimum Requirements
  • What Technical Support Is Available?

    WM will ensure its service is available seamlessly. If you have any difficulties with the service, require technical support or need help, please contact WM by email ( or the via Freshdesk icon.

    Support is available Monday to Friday 9am to 5pm.

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    If you cannot find a phrase on the system or would like to recommend adding some, please submit a request to WM via:

    • Freshdesk ticketing system - Under “missing directions”

    If a medicinal product is missing in the WM system, it can be added as a “Custom Drug”.

    Please contact WM and provide information about the missing medicinal product by email or via:

    • Freshdesk ticketing system - Under “missing directions”

    If a BNF cautionary and advisory warning is missing, please inform WM via the same process as above.

    What If A Translation Is Incorrect?

    Please inform WM immediately and contact Ghalib Khan on 07747074797 or by email (, mentioning;

    • Phrase and language

    WM will inform clients of any scheduled updates, works and downtime, 28 days in advance and will try to minimise it to a weekend or overnight outside of business hours.

    For more information on what support is available please refer to WM Service Level Agreement (SLA).

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    How to Reset Password

    Users can reset their own passwords.

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  • What Reports Can Be Generated From The System?

    Reporting of the creation of the labels for the purpose of auditing the system is important in creating a trail to ensure that all best practices are adhered to within a healthcare system.

    Based on the reporting done, proper analysis can take place to best inform supervisors and other senior staff on proper course of action, changes of practice, or other informed decisions. Reports can be printed or exported and sorted by labels and patients. This can be used for analysis or to save patient data once the pilot is complete.

    The Reporting Module records each label generated with. There are two parts:

    • Patients
    • Labels
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    Data Elements for Patient Reports

    The data stored for the records patients:

    • Timestamp
    • Name of patient (first and surname)
    • Street Address and postal code
    • Date of birth
    • Gender
    • Language
    • NHS/Hospital Number
    Data Elements for Label Reports

    The data stored for labels include:

    • Timestamp
    • Language
    • Directions of Use
    • Patient Name
    • Patient Address
    • Patient Date of Birth
    • NHS/Hospital Number
    Downloading Reports

    For ease of use and analyses, Written Medicine provides an easy on-click solution to download the data in a convenient and easily read format. These include:

    • CSV
    • Excel (Microsoft)
    • PDF
    • Print (removes irrelevant colours and background for printing)
  • What Are The Next Steps If We Sign Up To Use WM?

    Every organisation will be given one-to-one training in-person and/or on MS Teams. WM also has;

    • Standard operating procedure (SOP)
    • User training manuals
    • Short training videos

    The user guide will walk the client through how to use the WM system and how to troubleshoot any elements of the experience.

    WM will have a training and education portal within your account, which will have;

    • User manual
    • SOP
    • Marketing material for patients
    • Service evaluation questions