Consultation, review, then dispensing

You answer a medical questionnaire: your height and weight, your medical and family history, the medicines and supplements you already take, and whether you are pregnant, planning a pregnancy or breastfeeding. You also send a photograph so we can confirm who you are.

The questionnaire takes about two minutes. Answer it honestly and in full — a prescriber can only decide on what you tell them, and an incomplete answer is the most common reason a consultation has to go back to you.

• —You need to be 18 or over and living in Great Britain.
• —We ask for your GP details so we can write to them with your consent.
• —You can stop and come back to a consultation; nothing is submitted until you say so.

A prescriber registered with their professional regulator reads your consultation. They decide whether treatment is clinically appropriate, and if so which medicine and which strength.

Some consultations lead to a video call before a decision is made, and some are declined. A decline is not a delay or a technicality: it means treatment is not appropriate for you on the information given, and the prescriber explains why.

• —Payment is taken after a decision, not before it. You are not charged for a medicine that is not supplied.
• —The prescriber may ask you for more information, or for a different photograph.
• —Every decision, and the reasoning behind it, is recorded in your clinical record.

Our registered pharmacy dispenses the prescription and sends it with tracking, in plain outer packaging that carries no clinic branding and no description of the contents.

The patient information leaflet is in the box. Read it before you take anything. You are told when your supply will run out and when your next review is due.

• —Injectable medicines are sent in temperature-appropriate packaging.
• —You are sent tracking as soon as the parcel leaves the pharmacy.
• —A supply is not repeated automatically. There is no subscription.