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    LloydsPharmacy Online Doctor frequently asked questions

    On this page
    1. Your account
    2. Orders & payment
    3. Delivery & collection
    4. Our services
    5. Medical question

    Your account

    I have forgotten my username/password. How do I get access to my Patient Record?

    Please click on “Log in to Patient Record” and then select “I’ve forgotten my username” or “I’ve forgotten my password”. At this point you can enter your email address or telephone number, and we will respond to you with your login details.

    How do I change my personal details?

    You can easily change your personal details by going to your Patient Record, clicking on “Patient summary” and then “Change your personal and log in details”.

    Can I close my account?

    By law we are required to keep a copy of your consultation notes. However, your account can be fully deactivated and will be kept only as a medico-legal record of the consultations that have occurred.

    Please send us a message requesting for your account to be deactivated through your Patient Record.

    Will you share my information with my GP?

    We will never share your personal information with anyone without your consent.

    Do you have access to my NHS medical record?

    No, we do not have access to your medical records, nor is your Patient Record linked in any way to your NHS record.

    If you would like your GP to be informed of the services that you have used with us, please provide us with your GP’s name, address and fax number. Please note that we will only contact your GP if you specifically ask us to and provide us with this information.

    I want to send you a message, but I do not have that option in my account?

    Please call us on 020 7989 9888

    Orders & payment

    How do I pay for treatment?

    Online payment options - Visa, Master Card, American Express, and PayPal

    All payments must be placed online via our website. We cannot place your order over the phone.

    We accept payments using Visa, Mastercard, and American Express cards, or you can choose to pay with PayPal.

    How will I receive my order?

    You can have your order delivered to your home address the next working day for £4.95 or in 2-3 working days for FREE.

    You can collect your order from your local ParcelShop for £2.95 next day delivery or FREE standard delivery.

    Or you can collect your order from a pharmacy for free. 

    How long does it take to get my order approved?

    On a weekday, between the hours 9am to 5pm, our clinicians aim to assess your questionnaire within one hour. At a weekend, they aim to do this within three hours

    How do I know if my order has been received?

    Once one of our clinicians has responded to your order, you will receive an email notification and a message regarding your order in your Patient Record.

    Do I have to fill out a questionnaire every time I re-order?

    Yes, to ensure that the treatment is still safe for you to take. However, if you order through your Patient Record, the process is much quicker.

    If you have previously been approved for certain treatments, they should remain unhidden (i.e. pre-approved by the doctor) in your Patient Record. You can re-order them quickly and easily by logging in to your Patient Record, selecting one from the list of Suggested Treatments and filling out a shorter version of the standard questionnaire.

    What will my bank statement say?

    Any purchase made on our site will show as Lloyds Online on your bank statement.

    Can I cancel my order once I've paid for it?

    Your order can be cancelled if you have not collected it from the pharmacy. If your order has been posted and you have accepted delivery, you will not be allowed to cancel it.

    Why haven't I received my test results?

    Results should be processed within 5 working days. If you haven’t received your results after 5 days please contact us via your Patient Record or call us on 020 7989 9888.

    Where is my order?

    If you've selected home delivery for your treatment and your parcel hasn't arrived, you can track your order through the Evri website:

    Please note, parcel tracking is not available for test kits.

    If you haven't received your tracking number, please contact us through your Patient Record of call us on 020 7989 9888. 

    I have a medical exemption card/do not usually pay for prescriptions. Do I have to pay to use this service?

    We are a private medical service and not part of the NHS, therefore all orders must be paid for.

    Can I place an order for my child or on behalf of another adult?

    We cannot accept orders placed on someone else's behalf. We also do not prescribe treatment for anyone under the age of 18.

    Can I place an order on the telephone?

    No. All orders must be placed online and paid for via our secure online payment gateway.

    Why doesn't the pharmacy have my medication?

    Pharmacies can usually get hold of stock within 24 hours and often within a few hours, however some treatments or products may be harder to get hold of – particularly if they are in short supply across the country. 

    The pharmacy is unable to locate my prescription. What should I do?

    Please ask the pharmacy staff to contact us on 020 7989 9888.

    Delivery & collection

    Do you deliver outside the UK?

    We are a UK-only service. We will only deliver to confirmed UK addresses.

    If you are in Ireland please visit If you are elsewhere, please visit your GP for medical help.

    How do I select same-day collection?

    You can select free same-day collection at the checkout screen when you place your order. You will need to indicate the pharmacy which you will collect your medicines.

    Same-day collection is subject to your chosen pharmacy's opening hours and stock. We suggest you ring your chosen pharmacy before you go to collect your treatment, just to make sure they have it in stock and ready. 

    Will I need to sign for test kits?

    No, you don’t need to sign for test kits. They will arrive by Royal Mail and should fit through your letter box.  

    Are there any delivery charges?

    Delivery charges are:

    • Standard delivery service: Free
    • Next day delivery: £4.95
    • Next day ParcelShop collection: £2.95
    • Standard ParcelShop collection: Free 
    • Pharmacy collection: Free

    Not all our treatments are available for delivery, so you might have to pick them up in selected pharmacies.  

    Can I choose a delivery option?

    Yes, you can usually choose from:

    • Standard delivery service
    • Next day delivery
    • Next day ParcelShop collection
    • Standard ParcelShop collection
    • Pharmacy collection

    Some of our treatments you have to be collected from a pharmacy, and test kits are always delivered. 

    Find out more about delivery and collection options.  

    Can I collect a test kit from a pharmacy?

    Unfortunately we do not offer a collection service on our test kits. All test kits are posted via Royal Mail either by Next-Day Delivery or FREE Standard Delivery.

    Is my prescription ready for collection?

    Once your order has been approved, the electronic prescription is sent straight to the pharmacy to be processed. We recommend you call your chosen pharmacy to make sure your treatment or product is in stock, and to arrange collection.

    How long do I have to collect my prescription from my nominated pharmacy?

    Our prescriptions are valid for 6 months from the date of issuing. It is the patient’s responsibility to arrange collection of the prescription within 6 months, or notify us that the prescription is no longer required.

    If after 6 months the prescription has not been collected and/or we have not been notified that the patient no longer requires the order, the prescription will expire and a new order will need to be placed. You will not be entitled to a refund if you do not collect your order within 6 months.

    Our services

    What is the phone number for LloydsPharmacy Online Doctor?

    Our number is 020 7989 9888. 

    Our lines are open: Mon-Fri: 9am-5pm, Sat: 9am-1pm

    Can I speak to a doctor?

    You can log in your Patient Record to send a private and secure message, for our clinicians to review.

    Do I need a prescription for your treatments?

    All treatments we provide as part of our service require a prescription which our doctors will write for you when your order is approved. This prescription is then sent electronically to your chosen pharmacy for collection or our mail order pharmacy for delivery.

    Can I get the morning after pill free of charge?

    We do not offer the morning after pill for free, but we do offer it at the same price as other leading pharmacies.

    If you want the morning after pill for free you should visit your GP or a sexual health clinic. The NHS also operates a scheme in some areas which allows you to get the morning after pill free of charge from participating pharmacies. Please check with the NHS to find out whether this applies to pharmacies in your area.

    How long do sexual health test results take?

    Sexual health test results are normally ready between two and five working days.

    Why aren’t the prices lower?

    LloydsPharmacy Online Doctor is a private medical service. The prices involved incorporate the cost of the doctor’s consultation, the private prescription and the treatment.

    How do I know your medicines are genuine?

    All our medicines are dispensed by LloydsPharmacy, so you can be assured that they are genuine and safe to use.

    Can I get a repeat prescription?

    Certain treatments are available for re-order. You can find these treatments in the section 'Suggested Treatments' in your Patient Record.

    I am looking for a medicine but cannot find it on your website. Do you have it?

    At present, we only provide the medicines listed on our website (although in some cases, a product may simply be temporarily out of stock).

    If you cannot find the product that you are looking for it is probably because we do not prescribe this product. We suggest that you contact your GP to obtain a prescription.

    Medical question

    Got a health related question?

    Our customer services team cannot answer medical questions. If you have a query about your health, please click the link below to message your doctor using your Patient Record. 

    LloydsPharmacy Online Doctor

    This service operates in the United Kingdom only

    LloydsPharmacy Online Doctor

    This service operates in the United Kingdom only

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    LloydsPharmacy Online Doctor

    This service operates in the Republic of Ireland only

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