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Lloydspharmacy > Online doctor

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Our aims and objectives

The doctors who run Lloydspharmacy online doctor services work at DrThom. DrThom aims to make it easier for you to look after your health.

Regulatory oversight

DrThom is the only online medical service in the UK to register with the Healthcare Commission. This means that we have been assessed to comply with the Care Standards Act 2000. DrThom is registered under the name Expert Health Limited.  Our registration number is E010000570. Details of the Healthcare Commission are: Healthcare Commission, Finsbury Tower, 103-105 Bunhill Row, London EC1Y 8TG; switchboard 0207 448 9200.

Registered manager

The registered manager for DrThom's postal services is Dr Thomas Van Every. Dr Van Every is DrThom's Medical Director and is a registered UK doctor who works at the Genito-urinary Medicine (GUM) Department at London's Chelsea and Westminster NHS Foundation Trust. Dr Van Every is a member of the Royal College of Obstretrics and Gynaecology. You can write to Dr Van Every at DrThom, Ground Floor, 197-199 City Road, London EC1V 1JN.

Doctors' qualifications

As of May 2008 ten doctors mannage DrThom's online patients. Most of the DrThom clinicians work in the GUM Department at the Chelsea and Westminster Hospital NHS Foundation Trust. Other of the DrThom doctors are GPs, some of whom also work in London NHS GUM clinics. DrThom clinicians are overseen by Dr Van Every. Dr Nneka Nwokolo, DrThom's Clinical Director, is a consultant in the GUM Department at the Chelsea and Westminster NHS Foundation Trust and is responsible for clinical audit. It is our policy that DrThom clinicians always volunteer their name and registration number when communicating with a patient online.

Complaints about medical aspects of the service

DrThom has a written complaints policy and procedures. DrThom aims to acknowledge all formal written complaints made about Lloydspharmacy online doctor services within two working days of receiving them. DrThom aims to respond fully to all written complaints within five working days of receiving a formal written complaint. To lodge a formal complaint, you must write a letter to the Medical Director, Expert Health Limited, Ground Floor, 197-199 City Road, London EC1V 1JN.  Anyone unhappy with the response that DrThom has made to a formal written complaint should contact the Healthcare Commission at the address above, or email londonsoutheast.ihcomplaints@healthcarecommission.org.uk.

Complaints about the delivery of medicines

Any queries or complaints regarding the dispensing or delivery of medicines provided as a result of our services, should be directed to Lloydspharmacy by sending an email to lponline@lloydspharmacy.co.uk or by telephoning 0800 707 6160. Such complaints will be dealt with in accordance with the Lloydspharmacy Customer Charter, a copy of which is obtained using the above contact details.

Confidentiality and data protection

DrThom has a legal obligation to comply with UK Data Protection legislation.  DrThom is not allowed to pass patient information to third parties that are not involved in the services provided through this website without the patient's explicit permission.

Charges and method of payment

Lloydspharmacy online doctors aim to offer specialist postal services that do not break the bank. The prices of all our postal services are clearly listed on this website. Postage and packaging is charged at £3.95 per customer order. You can make payment using a valid debit or credit card.

Terms and conditions

To use the Lloydspharmacy online doctor services, you will have to confirm that you understand and agree to adhere to the terms and conditions that govern this service.

Annual patient survey

DrThom encourages all patients and external clinicians to provide feedback on the DrThom service.  This feedback is aggregated into our Annual Patient Survey.  Our most recent Annual Patient Survey showed that 85% of patients were very satisfied with the DrThom service, 13% were satisfied, and 2% were unsatisfied.

Organisational structure

DrThom is the trading name of Expert Health Limited. Expert Health is a UK registered company with registered address at 197-199 City Road, London EC1V 1JN, company registration number 4058287.