SS 644, a Singapore Standard introduced in 2019, establishes best practices for the secure handling of medications for delivery to patients. The standard provides clear guidance for healthcare and logistics service providers on proper storage, security, traceability and safety of medication during the delivery process, and compliance with legal and professional requirements. Currently under revision, SS 644 aims to incorporate the latest developments in logistics and healthcare , to keep up to changing needs and technological advances as well as to enhance the accessibility of last mile medication delivery services to consumers.
Case 1
ALPS Healthcare — From Manufacturer to Singapore’s Healthcare Institutions
Founded in 2018, ALPS (Agency of Logistics and Procurement Services) centralises procurement for public healthcare, serving 27 institutions across 56 sites in Singapore. ALPS’s Project Strongbow, a unified transport network, has standardised the delivery experience for Singapore’s healthcare institutions, replacing varied individual systems with a cohesive model. However, building trust and establishing a standardised delivery experience were essential steps before healthcare institutions could fully embrace this system.
Integrating SS 644 for Consistency and Reliability
To ensure seamless collaboration with third-party delivery providers, ALPS leveraged SS 644:2019 as a common framework. This standard brought uniformity to operations across healthcare institutions, providing clarity for third-party delivery vendors and building trust across healthcare facilities.
“SS 644 helps align different SOPs under one scope, making it easier for last-mile providers to meet the same high standards”, says Kim Hwee, Senior Manager at ALPS.
NCFP One Operations of ALPS Healthcare
ALPS National Central Fill Pharmacy One (NCFP One) Team (from left to right): Sharifah Wardah (Senior Principal Pharmacist), Shirley Pang Pei Shiun (Principal Pharmacist, Senior Manager, Strategic Planning Executive Office), Amanda Woo (Senior Pharmacist, Strategic Planning Executive Office), Tor Kim Hwee (Senior Manager, Strategic Planning Executive Office)
Evolving Standards in a Post-Pandemic Landscape
As the pandemic fuelled demand for contactless delivery, the revised standard will offer greater flexibility in recipient verification methods, enhancing both speed and convenience in the delivery process, potentially saving millions per year with the revision. SS 644 will also update the guidance on conditions during delivery. Currently, the standard proposes stringent controls uniformly across all medications, ensuring medication integrity but inadvertently driving up business costs-costs that may ultimately be passed on to patients- despite only certain medications require these additional safeguards. The revised standard will adopt a risk-based approach, allowing businesses to implement tailored controls that maintain safety where needed while reducing unnecessary expenses, ensuring longer term sustainability. This will enable companies to explore diverse transport options and technology to boost efficiency and meet rising demand.
These changes allow for more efficient, scalable delivery, helping ALPS expand its network while keeping patient safety at the forefront.
Case 2
Pick Network — Delivering Medicine with Locker Solutions
Pick Network, a subsidiary of Singapore’s Infocomm Media Development Authority (IMDA), leads the development of a Nationwide Parcel Locker Network. While initially focused on e-commerce, Pick Network has expanded its locker services to include medication deliveries, making medication collection more accessible.
Pick Network Top Management Team: New Soon Tee (CEO, Left) and Lee Boon Shim (Chief Engineer, Right)
After diagnosis and receiving a prescription at a healthcare institution, patients can opt for medication delivery instead of waiting at the pharmacy. For those choosing locker delivery, the appointed delivery partners of Pick Network collects the medication from the facility and delivers it to a locker station selected by the patient, who then receives an SMS with a collection PIN. This medicine locker service by Pick Network provides flexibility and convenience, especially for patients from healthcare facilities that do not offer doorstep deliveries.
SS 644’s Role in Building Trust
When Pick Network expanded to include medicine delivery before the pandemic, barriers arose surrounding the mindsets around medication delivery to lockers. Contactless medicine delivery was relatively unknown, and there was a need for Pick Network to demonstrate its ability to meet the requirements for Proof-of-Delivery of medicine.
By adopting SS 644, Pick Network gained valuable insights into industry standards. Following these guidelines provided clarity and reassurance to healthcare partners, building confidence in the program’s safety and encouraging more institutions to participate.
Future Expansions with the Revised SS 644
Revisions to SS 644 will offer guidance on the conditions for medications in transit defined as the moment parcels leave the pharmacy until they reach the intended recipients. This will enable Pick Network to expand locker placements and improve accessibility. This development represents a significant step toward a convenient, nationwide solution for medication delivery.
Case 3
WhiteCoat — Digital Healthcare with Integrated Medication Delivery
Founded in 2018, WhiteCoat is a digital-first healthcare provider offering telemedicine, diagnostics, and medication delivery across Southeast Asia. Serving over 1.5 million users, WhiteCoat leverages technology to make healthcare accessible and convenient, allowing patients to receive care from the comfort of their homes.
WhiteCoat Team (Top Management in the 2nd Row): Daren Tan (Chief New Markets Officer, 4th from left); Alex Lew (Chief Product Officer, 6th from left); Clara Leow (Chief Operating Officer, 7th from left); Bryan Koh (Chief Executive Officer, 8th from left); Jessica Koh (Chief Data Officer, 11th from left); Tan Ming Wei (Senior Medical Director, 12th from left); Justin Chow (Chief New Business Officer, 13th from left).
Patients can easily register on WhiteCoat, select from a range of healthcare services, and book consultations with their preferred doctors. After the consultation, the doctor prescribes medications, which are then delivered to the patient’s chosen location. This seamless, end-to-end process integrates telemedicine, medication fulfilment, and logistics, bringing healthcare right to the patient’s doorstep.
Challenges Faced During the Pandemic
Before the pandemic, medication delivery was still an emerging concept, with no established guidelines for handling and delivering prescription drugs.
WhiteCoat faced challenges in ensuring patient confidentiality, medication safety, and maintaining consistency across various stages of the delivery process. The absence of clear protocols and standardised processes required WhiteCoat to develop its own solutions to deliver safe and compliant healthcare services.
The pandemic led to a sharp increase in teleconsultation volumes, which significantly impacted WhiteCoat’s workflow, particularly in logistics and timely medication delivery. As patient numbers grew and demand for remote healthcare surged, scaling operations while maintaining high service quality became a major challenge.
Benefits of SS 644 Integration
The implementation of SS 644 provided WhiteCoat with standardised protocols for medication supply and delivery. These guidelines streamlined workflows, ensuring safety, confidentiality, and compliance at every stage. By partnering with logistics vendors familiar with SS 644 standards, WhiteCoat was able to expand its medication delivery network efficiently.
The interface of the WhiteCoat App
The integration of this standard brought measurable improvements, such as more timely deliveries, reduced errors, and increased patient trust. By adhering to SS 644, WhiteCoat achieved higher patient satisfaction and operational efficiency, allowing the company to maintain service excellence even as demand surged during the pandemic.
Looking Ahead: The SS 644 Revision in Progress
The pandemic has accelerated the demand for delivery services in general, reshaping customer interactions with delivery personnel and raising expectations for safe and convenient service. This revised draft has expanded in scope to provide guidance on Controlled Drugs delivery to patients in line with the government’s push for home-based palliative care. It introduces more flexible, risk-based protocols designed to ensure sustainability while meeting the evolving needs of both healthcare providers and consumers.
Working Group of SS 644 Revision: Screen Top: Yenyen Gunawan (Guardan Health and Beauty, member); Screen Bottom (left to right): Marcus Heng (National Healthcare Group, member), Lee Min Lee (ST Logistics, member); Second Row (left to right): Tay Huay Ling (Singapore University of Social Sciences, member), Ella Chan (Singhealth, member), Lim Woan Chyi (Tan Tock Seng Hospital, member), Sharifah Wardah (ALPS Healthcare, member), Ang Por Chin (Kyowa Kirin Asia Pacific, member), Joy Chong (Watson’s Personal Care Stores, member), Karina Lee (University of Toronto, resource member), Clara Leow (Whitecoat, member); First Row (left to right): Terence Fong (Ministry of Health, member), Lee Boon Shim (Pick Network, Deputy Convenor), Corrinne Tan (National Healthcare Group, Convenor), Lou Huei-Xin (Ministry of Health, member), Doris (Health Sciences Authority, member)
The working group crafting the new SS 644 draft includes representatives from healthcare institutions, logistics providers, and regulatory agencies. Led by Ms Corrinne Tan from the National Healthcare Group and Mr Lee Boon Shim from Pick Network, the team is dedicated to refining standards that respond to the demands of today’s healthcare landscape, promising even greater flexibility for companies like ALPS, Pick Network, and WhiteCoat.
Published on 12 November 2024
Post note: The new revised SS 644:2025 has now been published.
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