FAQs

The LloydsPharmacy VideoGP service will be closing on 31st December 2023. Please read our updated terms and conditions here.  

Please note if you are a Post Office, SMART, Cover Today or British Seniors policyholder your VideoGP services will continue with a new supplier. 

LloydsPharmacy stores have now all been sold to new owners and we are therefore unable to offer dispensing of medication in the way we previously could. 

We will no longer provide VideoGP services from midnight on 31st December 2023. If you have an annual or monthly subscription, your subscription will be cancelled between 18th– 22nd December. You will still be able to book and pay for a one-off consultation until 31st December.

When your subscription is cancelled, you will receive a pro-rata refund directly to your original payment card. 

If you have interacted with our service, we can deactivate your record and cease processing your data. We will not be able to delete your Patient Record, until the mandatory minimum retention period has passed. To request deactivation, please send a message via your Patient Record. 

If you’ve never interacted with our service, you can request to permanently delete your account. To request deletion, please send a message via your Patient Record.

No, your appointments notes will not be automatically sent to your NHS GP. You should copy your appointment summaries and download any referral letters or fit notes from the app by 31st December 2023 so that you can maintain your own records. 

Your consultation summaries are available in the Appointment Summary section of the app.

You can download your fit notes and referral letters by selecting them from the Appointment Summary in the app and selecting ‘save to files’.  

If your interaction with our service includes communications with and/or decisions from our doctors, your online Patient Record is by law a medical record. We must retain it for a minimum period of 10 years as specified by relevant medical-related law and industry guidance such as The Records Management Code of Practice for Health & Social Care 2021. 

Yes, your data is safe with us. Stored data is fully encrypted using industry standards, to ensure the confidentiality and security of your information. We will not exploit the information nor pass it to any third party. 

If you have a subscription and your booked appointment is after the subscription cancellation date, that appointment will still be honoured. You will not be able to book appointments after your subscription has been cancelled, unless you purchase a one-off consultation.

If you have a subscription and your booked appointment is after the subscription cancellation date, that appointment will still be honoured. You will still be able to book and pay for a one-off appointment until 31st December 2023.  

If you need urgent or emergency medical care, you should immediately contact 999. If you need to speak to a GP, you can contact the GP you’re registered with, or you can find one on the NHS site.

We offer a range of online services, treatments and advice. From hair loss to migraines and home testing.  

To register with our VideoGP you need to: 

1. Download the iOS VideoGP app or Android VideoGP app. 
2. Register with us and log in. If you’re already a LloydsPharmacy Online Doctor patient, you can use your usual details to log straight into the app.
3. Go through our simple ID check. You only have to do this once, when you first use our service.
4. Book an appointment and pay for your one-off appointment. 

Yes, as part of registration, you will need to go through an ID check process. To go through ID check you’ll need proof of your identity handy (e.g. a passport or driving licence). Find out more about our ID check process ​​​​​​here. 

Once you’ve been through this process once, you won’t have to go through it again. 

ID check is usually very quick, but it can take up to an hour to confirm your ID after you’ve uploaded. You can come back to the app later to check if it’s been approved.

You only need to go through ID check once, when you register with us.

VideoGP is not part of the NHS.

No, you shouldn’t leave your NHS GP. VideoGP is not a replacement for the full range of healthcare services you get from your NHS GP and local surgery. 

We’ll only share information with your GP if you want us to. You can change your preferences for this by sending our Patient Advisory team a message in your Patient Record. You can access your Patient Record in the Online Doctor website, and you can use the same login information as in the app.

Are there any exceptions?
Sometimes our doctors might decide that they need to let your GP know about a treatment we’re giving you. But they’ll always let you know when they do this and talk to you about it during your appointment.

When it’s time for your video call, simply open the app, select your appointment on the home screen, and click the green ‘join here’ button on the appointment screen. 

You can use the app as much as you like. Each appointment is 10 minutes. If you need to speak about several things, you can always book another appointment. 

Yes, VideoGP works on both. At the moment you can’t use it on an iPad or tablet.

You book your appointment in the app. Simply log in and click the green button ‘Book for peace of mind’. You’ll then be taken through the steps to book your preferred time, GP and reason for your appointment.

VideoGP service is open for appointments seven days a week, 8am-8pm. 

You can usually get a VideoGP in as little as 30 minutes, subject to availability. 

Appointments are 10 minutes.

Our GPs can only help with one problem per appointment. If you need help with more than one issue, please book another appointment.

You can only book one appointment at a time. If you’d like to speak to the GP again, please book another appointment.

No, our doctors can only talk to the person who has created the account. At the moment we can only treat adults aged 18 and over.  

If there’s anything you’d like the doctor to take a look at during the appointment e.g. a rash, a sore or bruising, we’d like you to send photos beforehand. 

You can upload photos in the app, when you book an appointment or any time before your appointment. Simply select ‘upload a photo’ and either take a photo with your phone or select one from your photo library.

In some cases, our GPs will contact you before your appointment to ask for photos. You’ll get a notification by email or SMS to say that you have a message from us in your Patient Record on the Online Doctor website (you can use the same login information that you use for the VideoGP app). 

No, if your appointment is about an intimate area, please take a photo beforehand.

Usually the GP will send you a message in your Patient Record on the Online Doctor website (you can use the same login information that you use for the VideoGP app) and ask for a photo. Please go to your upcoming appointment details in the VideoGP app and select ‘upload a photo’ with your phone or select one from your photo library. 

If you don’t get a message from us, but think you need to send us photos before your appointment, log into the VideoGP app, go to your appointment details and select ‘upload a photo’. 

You can cancel your appointment in the app up to 30 minutes before it’s due to start.

If your appointment is within 30 minutes, you can message us in your Patient Record on the Online Doctor website (you can use the same login information that you use for the VideoGP app) or contact our Patient Advisory team on 020 7989 9888.

If you cancel a one-off appointment more than 30 minutes before the appointment starts you’ll receive a refund.

Please re-book. If you know you can't make your appointment, please cancel it in the app.

No, unfortunately you can’t use VideoGP from abroad, but we’re working on it. 

No, the best thing to do is call 111 or 999, go to A&E, your local walk in centre or minor injuries unit.

If the doctor prescribes medication through our partner prescribing platform, you can have it sent by next-day delivery or collect it the same day from any pharmacy.*

You will need to pay for medication. Fit notes and referrals are included in your appointment or subscription price, where appropriate.

*Next-day delivery and same-day collection are subject to availability and location. 

If you're prescribed medication by the GP, you can choose to have it delivered the next day or pick it up at any UK pharmacy.

Once you've received your prescription from the GP, you’ll be able to arrange delivery or collection.

Our doctors will not be able to treat:

• Suspected stroke
• Suspected convulsions or seizures
• Severe pain especially of sudden onset, pregnancy complications
• Severe bleeding, serious trauma to head,
• Spine or limbs (e.g. broken bones or burns)
• Severe mental health concerns (e.g. self harm, suicidal thoughts or psychosis)
• Recurrent urinary tract infections (UTIs) defined as 2 or more UTIs in the last 6 months or 3 or more UTIs in the last 12 months
• Potential signs of severe allergy such as lip or tongue swelling
• Fertility problems

Our doctors will not be able to prescribe:

• Repeat prescriptions
• Vaccinations
• Emergency contraception (you can request this treatment here)
• Routine contraception (you can request this treatment here)
• IVF treatments
• Vials
• Ampoules
• Infusion bags
• Intrauterine device
• Vydura (rimegepant)
• Dental treatments
• Controlled drugs such as: 
  • Somatropin
  • Pregabalin
  • Gabapentin
  • Ketamine
  • Nabilone (cannabinoid based)
  • All benzodiazepines
  • Morphine
  • Fentanyl
  • Oxycodone
  • Pethidine
  • Pholcodine
  • Tramadol
  • Buprenorphine
  • Methadone
  • Please note this is not an exhaustive list, further details can be found here. 

No, our service is not intended to provide treatment or repeat medication for people with long-term conditions. 

Yes, you can amend your delivery address by sending one of our Patient Advisors a message in your Patient Record on the Online Doctor website (using the same login information that you use for the VideoGP app). 

Please note, your delivery address needs to be updated prior to your prescription being approved. We advise you check all your patient information ahead of attending your appointment. 

All VideoGP consultations are live, they are never recorded or stored.

Services are provided by qualified doctors who work for LloydsPharmacy Online Doctor and are registered with the General Medical Council in the UK. LloydsPharmacy Online Doctor is registered with the Care Quality Commission.

Find out more about the safety of our services, data security and privacy. 

All your patient information is held securely within your Patient Record.

We recommend you make sure your device is set up with all the appropriate security settings.

All our doctors are General Medical Council registered and have NHS experience. You can choose your preferred doctor in the app.

Any images uploaded in the app will be confidentially stored and form part of your medical record. They can only be viewed by our clinical team. 

You can send us a message by logging into your Patient Record on the Online Doctor website (using your login information from the app) and one of our Patient Advisors will be in touch.

You can send us a message by logging into your Patient Record on the Online Doctor website (using your login information from the app) and one of our Patient Advisors will be in touch.

ID check can sometimes take up to an hour, so don’t worry if it doesn’t go through instantly.

A full price one-off appointment costs £49.99, this will include any fit notes and referrals if needed. 

If you're prescribed medication, this comes at an additional cost.

Your prescription ID will be emailed to you. You can then choose delivery or collection. If you choose delivery, you’ll be sent a link to our partner prescribing platform to enter your delivery details and make payment.

If you choose to collect your medication from a UK pharmacy, you will pay for your medication when you collect it. 

We'll take your subscription payment monthly and we'll send you an email seven days before the payment is due to be taken. Sometimes your payment date might change, if it's toward the end of the month or falls on a weekend. 

You can check your payment date from the ‘Account’ and ‘Manage Subscription’ screens of the app. Please contact us through your Patient Record on the Online Doctor website (you can use the same login information as the app) if you'd like to change your monthly payment date.

Yes, you can update your payment method in the app in the ‘Account’ and ‘Manage Subscription’ screens.

If you’d like to cancel, you can send us a message through your Patient Record on the Online Doctor website (you can use the same login information as the app) or call our Patient Advisors on 020 7989 9888.

If you cancel your monthly subscription, it will run until a month after your last payment date, so you can keep using the service until your subscription ends.

If you cancel your annual subscription you will be charged until the end of the 12 months you signed up for. You’re entitled to a 14-day cooling off period after signing up for a subscription. This means you can cancel your subscription and get a full refund up to 14 days after signing up for the subscription as long as you have not already had a consultation with one of our GPs.