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Patient Guide

Old woman computer - patient guide

What is LloydsPharmacy Online Doctor?

LloydsPharmacy Online Doctor is a medical service run by a team of accredited Doctors and Pharmacists that offers safe, commonly-used prescription treatments over the internet, without the need to see a doctor face to face. LloydsPharmacy Online Doctor started life as DrThom, a service founded in 2002 by Dr Thom Van Every to help remotely treat patients who felt embarrassed or uncomfortable about speaking to their GP, or simply didn't have the time. 

What kind of services are offered?

LloydsPharmacy Online Doctor specialises in offering treatments and services for non-acute health conditions, sexual health issues and contraception to people over the age of 18. We always put the health and well-being of our patients first. If a patient requires more immediate healthcare or is unsuitable for the types of treatment offered, they will be informed of this by our clinicians and advised to seek medical help with their GP or at their local A&E.

Amongst the services we offer are treatments for erectile dysfunction and hair loss, the contraceptive pill, and testing kits for sexually transmitted diseases.

How does it work?

We will ask you to fill out a questionnaire so that one of our clinicians can assess the state of your health. If suitable, you will then be contacted by your clinician with their name and GMC registration number via your secure online medical record. You may be required to provide further information, but if you are suitable, the prescribed treatment will be made available for either delivery or collection. The entire process is discreet and confidential.

When can I use your services and expect a response from the doctors?

You can register as a patient, access your Patient Record, place orders and make payment online 24 hours a day. Our team of clinicians are available every day from 9am-6pm (including weekends), and can process orders in as little as one hour. Please note that for some services these hours may vary - in such cases, we state the hours that we are able to respond in the specific information related to the product or service.

How much does it cost?

LloydsPharmacy Online Doctor offers services that don't break the bank, but the price of each product varies depending on the treatment. The prices of all our services are clearly listed on this website. You can make payment using a valid debit or credit card – we accept payments using Visa, Mastercard and American Express cards, as well as with PayPal.

Are you selling medicines lawfully?

LloydsPharmacy Online Doctor is registered with the Medicines & Healthcare products Regulatory Agency (‘MHRA’) as a legitimate online seller of medicines.  Through this registration we display the EU Common Logo which helps members of the public to identify websites that can legally sell medicines. You can see the Logo further down this page under the heading 'Authorised Medicines Seller' and can click through to our register entry from there.

Falsified medicines are a major threat to public health and safety – any websites that sell medicines must be registered with MHRA and must display the Logo or face regulatory action.

Address: MHRA, 151 Buckingham Palace Road, London, SW1W 9SZ
Email: info@mhra.gsi.gov.uk
Telephone: 020 3080 6000
Fax: 020 3118 9803
Website: http://medicine-seller-register.mhra.gov.uk

Are there any terms and conditions?

Yes. To use our services, you have to confirm that you understand and agree to adhere to the Terms and Conditions.

Can I offer feedback on the service?

LloydsPharmacy Online Doctor encourages all patients to provide feedback on our 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 our service, 13% were satisfied, and 2% were unsatisfied. We also welcome feedback from external clinicians via the Contact Us link. We use all types of feedback to help us improve the LloydsPharmacy Online Doctor service.

To offer feedback, please visit our Patient Feedback page.

How can I make a complaint?

LloydsPharmacy Online Doctor has a written complaints policy and procedures. We aim to respond to all formal written complaints within five working days of receiving them. To lodge a formal complaint, you must write a letter to Amanda Dorkes (Clinical Director), Expert Health Limited, Mezzanine Floor, 50-54 Wigmore Steet, London, W1U 2AU. Anyone unhappy with the response that is made to a formal written complaint should contact the Care Quality Commission at the following address:

Care Quality Commission
Finsbury Tower
103-105 Bunhill Row
London
EC1Y 8TG

Will my information be protected?

LloydsPharmacy Online Doctor has a legal obligation to comply with UK Data Protection legislation, meaning we are not allowed to pass patient information to third parties not involved in the service without the patient's explicit permission.