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I’ve been trying to place an order this morning for my organisation, but despite signing up for an account and creating a password when I go back to order I keep getting error messages.
It might be because you’ve set up your account but haven’t activated it yet. To activate your account, please open the confirmation email we sent you and click through the activation link in the email. If the email hasn’t been received or it’s been trapped in a spam filter, request a password reminder and that email will also contain an activation link.
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How long will my order take to arrive?
Once we process the order, delivery takes 3-5 working days for items that are in stock.
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I’ve been trying to order some resources from the website but I keep receiving feedback that my postcode is incorrect.
The NHS Smokefree campaign is only funded to provide resources and support within England, and we are unfortunately not able to fulfil orders from Wales, Scotland, Northern Ireland or any other country. Please check the postcode you’re entering is an English postcode, and that you aren’t missing the space in the middle.
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I placed an order and I haven’t received it yet. Could you let me know if it's been dispatched?
Your order may have been delayed due to some items being out of stock. Please contact us on 0800 022 4332 with details of your order and we’ll investigate.
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I’m trying to access items from the resource centre. I keep receiving an error message, telling me that the items can’t be found.
For up-to-date stock availability, please call us on 0800 022 4332 and we’ll check the status of the item(s) you’re looking for.
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I’m trying to order some resources but while setting up the account, I’m being told that my information contains a 'duplicate email'.
You may have an account already set up for that email address. Request a ‘Password Reminder’ from the registration page and on receipt of that email, you should be able to sign in to the existing account. However, if you continue to experience difficulties, please
contact us explaining the steps you’ve taken so far.
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I can’t complete the order form due to an 'invalid' email address
Your email has been identified as ‘invalid’ because it doesn't appear to conform to a standard email format, e.g. abc@xyz.com. But you can complete your order by phoning the NHS Helpline on 0800 085 5076 or
contact us giving details of the item and volume required, delivery address and contact name.
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I need to order more copies than are available via the website, can I do this?
Of course. Please call the Department of Health orderline on 0300 123 1002 with all the details and reason for the quantity requested. Each request is reviewed on its merits and stock availability.
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We have several clients from other countries on our programme – all of them committed cigarette smokers – is there any literature available in foreign languages to support them?
The main Smokefree guide is available for download in the top ten most spoken languages in England. To see which languages are available and download the materials, please visit http://smokefree.nhs.uk/quit-tools/order-support-materials/
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We’re training our midwives to offer brief intervention and possibly direct support to pregnant women who smoke; do you have any relevant information or literature we could give them?
You can place an order for up to 10 packs from the resources section of the website - www.smokefree.nhs.uk/resources/resources
To place a larger order, please call the Department of Health orderline on 0300 123 1002. All large orders are considered on a case-by-case basis.
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Where will the Quit Kit be available from?
Following the success of the 2011 campaign, we are working with a range of pharmacy partners to distribute Quit Kits to smokers between January and March 2012. Our research showed that smokers liked being able to pick up a Quit Kit in pharmacy and suggested that getting a Quit Kit in a pharmacy increased smokers’ chances of quitting successfully.
The Quit Kit will be available from a wide range of pharmacies across England who are working in partnership with the Department of Health. From 1 January they will be available from the following multiple pharmacies – ASDA, Boots, Co-operative, Lloyds, Morrisons, Sainsburys, Superdrug & Tesco. Alongside many independent pharmacies, a range of smaller chains have also agreed to stock Quit Kits, including: Cohens, Kamsons, Manichem, Rowlands & Whitworth.
We can send out a list of participating pharmacies in December if you request this information, or you can check online at www.smokefree.nhs.uk to find participating pharmacies near you. Please note, however, that additional pharmacies may come on board during January, and others may run out of stock as the campaign progresses and we will not be able to provide regular updates.
The main call to action for the campaign will be for smokers to find their nearest participating retailer to pick up their Quit Kit. They’ll be given two options to do this – by going online and by texting a code and their postcode to 63818. As some smokers will not be able to access a pharmacy, Quit Kits will also be available to order from the Smokefree website and helpline.
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How do pharmacies order Quit Kits?
All pharmacies across England will be encouraged to take part in the campaign by stocking Quit Kits, which will be provided free-of-charge. In return pharmacies will be encouraged to support the campaign by offering promotional support to drive demand for the Quit Kit and through in store point of sale.
Independent pharmacies are able to place an initial order of 10 or 20 Quit Kits, with the option to order further Kits once these Kits have been distributed (while stocks last). They can do this by using the Quit Kit orderline on 0800 678 3173.
Discussions are underway with Head Offices for multiple pharmacies with over 10 branches. Expressions of interest for multiples can be made by emailing smokefree@dh.gsi.gov.uk
If orders are made before early December, Quit Kits will be delivered to pharmacies mid-late December in time for the campaign launch on 1 January 2012. The name and address of participating pharmacies will be added to a database so that smokers can search for their nearest stockist by text or on the Smokefree website. Pharmacies will be asked to stock and distribute Quit Kits throughout the campaign period (1 Jan - 31 March 2012).
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What are the key benefits to pharmacies for taking part?
• Involvement in a high profile government initiative
• Increased footfall to participating pharmacies during campaign driven by national marketing campaign including TV and radio advertising
• Opportunity to talk to customers about smoking cessation and other health services
• Partner’s involvement promoted via NHS Smokefree website
• New customer engagement
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How will the Quit Kit be changed this year?
A new and improved Quit Kit has been developed based on customer feedback, to ensure it remains appealing and motivating to smokers.
In addition, we will be barcoding Quit Kits. We would like pharmacies to scan Quit Kits when they given them out to smokers and report back how many Quit Kits have been distributed.
The following elements will be inside the Quit Kit for Jan 2012:
• NEW – Smokers can sign up to get quit tips straight to their mobile phone
• Health/wealth wheel – to see the difference quitting will make to your body and your bank balance.
• Tangle – keep your hands and mind busy with the tangle.
• Stop smoking medication leaflet – find out the facts about the different options available for stop smoking medication, including NRT, Champix (varenicline) & Zyban (bupropion).
• My Quit planner – helps you prepare for quitting by recording the reasons you want to quit, helps you recognise the triggers that make you crave cigarettes, and gives you helpful tips on how to beat the urge to smoke.
• Free expert help – communicates the range of expert help and tools available to support quitters. These include local Stop Smoking Services, the Smokefree Facebook page, the Together programme and free MP3 downloads- which have been scientifically proven to reduce the urge to smoke. NEW Also includes case studies of successful quitters.
• Disturbing information – quick reminders about the dangers of smoking and its effect on you and others.
• Recommend to a friend – you can recommend and order free Quit Kits for your friends too.
• Addiction test – a quick quiz to test your level of addiction, and tips on how to boost your willpower improving your chances of quitting successfully.
• A quitting wall chart – designed for quitters to mark their progress over 28 days and stay focused.
• NEW Rewards & treats – suggestions of small day-to-day rewards to help keep you motivated.
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What are the findings of the previous Quit Kit campaign?
Between January and March 2011, nearly 350,000 Quits Kits were distributed – more than 275,000 through pharmacies across England and 71,300 through the NHS Smokefree website.
In total more than 3,700 pharmacies distributed Quit Kits (around a third of all pharmacies in England), including more than 1,000 independent pharmacies. Research showed that 70% of smokers who received a Quit Kit made a quit attempt, and 56% had successfully quit at the time of research.
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How can commissioners and local Stop Smoking Services support this campaign?
We are interested in all feedback regarding smokers who come into local services that have used the Quit Kit or contacted the service from receiving a Quit Kit. Please let your regional comms manager know or email smokefree@dh.gsi.gov.uk with any anecdotal feedback.
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I run a local Stop Smoking Service. Will each local service receive a Quit Kit directly? If so, when?
services will also be able to order 10 kits for their own use by calling the orderline (0800 169 0169) Unfortunately, because of the limited number of Quit Kits that we have this year, local services will not be able to reorder.
Local Stop Smoking Services can also order some of the popular items from the Quit Kit (e.g. health and wealth wheels, quit plan calendars) and other resources including a range of leaflets from the Smokefree Resource Centre (www.smokefree.nhs.uk/resources). Services can also direct clients to our public facing website (www.smokefree.nhs.uk) for information and support on quitting smoking or to find their nearest pharmacy to pick up their own Quit Kit.
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How will smokers know if there is a store near them?
They will be able to check online on the Smokefree website and find the nearest participating pharmacy texting KIT and their postcode to 63818. Alternatively, if there isn’t one, they will be able to order a Quit Kit online or from the helpline.
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How did you choose the partners that you are working with?
We posted an open invitation for pharmacy partners to participate in the Quit Kit initiative via the Department of Health website. The offer is open to all pharmacies across England. Information has also been provided to pharmacies through the pharmacy representative bodies (e.g. CCA, NPA, PSNC, RPS, AIMp) on how to order Quit Kits for January 2012.
Direct approaches have been made to the national multiple chains and the bodies that represent pharmacies. We are working with those pharmacy retailers who have expressed an interest in taking part.
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What if smokers can’t find a pharmacy near them?
We will continue to offer some Quit Kits through our website and Smokefree helpline, while stocks last, for those smokers who don’t have a participating retailer near them, or are unable to reach one.
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How will you know how many kits have been issued and that they aren’t just sitting in storerooms in pharmacies?
be scanned, helping us to track the number of Quit Kits that have been issued.
Independent pharmacies will be able to order 10 or 20 Quit Kits initially to ensure that large numbers of Kits are not sitting in storerooms. Repeat orders can be made once stocks are running low.
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How will you measure success?
We will look at the number of Quit Kits distributed through pharmacies from barcoding data and via selected store audits to ensure compliance, along with the total number of online Quit Kit orders. We will also conduct follow up research with smokers who picked up a Quit Kit, to assess its effectiveness and the impact on quit attempts.
In addition, we will look at how many people opt in to further communications, the number of people who open and interact with follow up emails, the number of calls to the Smokefree helpline and web visits.
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How are you ensuring that Quit Kits are available in high prevalence areas and in areas of deprivation?
We have already secured support with a wide range of partners with coverage across England. Partners include both large multiple chains (ASDA, Boots, Co-operative, Lloyds, Morrisons, Sainsburys, Superdrug & Tesco), smaller chains (including Cohens, Kamsons, Manichem, Rowlands & Whitworth) and many individual pharmacies across England.
If smokers are unable to find a participating pharmacy in their area, Quit Kits will still be available to order through the NHS Smokefree website and the Smokefree helpline.
