LloydsPharmacy Online Doctor 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/GPhC 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.

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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?

We encourage all patients to provide feedback on our service. Each year, we send an Annual Patient Survey to understand what’s important to patients and how we can improve their experience.

Our 2018 Annual Patient Survey showed that 85% of patients were very satisfied with our service,  while 13% were satisfied, and 2% were unsatisfied. We’re committed to the quality of patient care, so we invested in making our consultations safer and smarter.  

In this year’s Annual Patient Survey, we asked patients about our updated consultations. The response from 96% of patients was that they are easy to use, 94% said they are quick, and 95% found that they contained relevant questions.

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.

We also welcome feedback from external clinicians via the Contact Us page. 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?

If you wish to raise a complaint, LloydsPharmacy Online Doctor has an internal Complaints & Grievances Policy in place, you can send us your complaint via your Patient Record or via letter. We aim to respond to all complaints within five working days of receiving them. If sending by letter please send to: Complaints Team, Expert Health Limited, Mezzanine Floor, 50-54 Wigmore Street, London, W1U 2AU. Or you can message us via your Patient Record. 

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.