Our Service & Limitations

Treated.com is an online clinic service. We offer patients: 

  • private consultations, either through an online questionnaire or a video call; 
  • private prescription issue;
  • NHS prescription repeat service;
  • medication dispensing;
  • a testing service in partnership with a pathology lab;
  • and medicine delivery via third party courier. 

We are registered with the General Pharmaceutical Council and regulated by the Care Quality Commission.

Patients can find the condition they need treatment for by selecting or searching for it on our website. Once they have found the condition they are seeking to treat, they can enter our consultation facility.

Depending on the condition they have selected, they will then be taken to our medical questionnaire, or through to our video consultation platform.

The Medical Questionnaire

Our medical questionnaire has been written by a practising doctor and a prescribing pharmacist. It asks patients questions relating to their health in general, and to the condition they are seeking treatment for. 

The lengths of our questionnaires vary depending on the condition they relate to; but many of them are around 20-30 questions long in total.

After the questionnaire has been completed, the patient will be asked to provide their name, delivery and payment details. The patient’s card is pre-authorised at this stage, but payment is not taken until a prescription has been confirmed.

Once the patient submits their questionnaire, this is then assessed by one of our practising doctors or a pharmacist prescriber. The doctors we use are all registered with the General Medical Council, and our pharmacist prescribers are registered with the General Pharmaceutical Council.

Based on the answers provided, the doctor or prescriber will then either: 

  • suggest appropriate treatment
  • or decline to offer treatment.

In some cases, the doctor or prescriber may ask the patient to supply more information before making a decision. This may be done via the messaging facility in the patient area on our website. A notification will always be sent to the patient by text or email if the doctor requires further information.

In other cases, a doctor or prescriber may request access to a patient’s Summary Care Record.

If treatment cannot be recommended, the patient will be notified by email. This email will explain why the doctor or prescriber has taken this decision, and advise the patient to see their GP in person. In these cases, the patient will not be charged.

If treatment is offered, the patient will be provided with appropriate options to choose from, and make their selection. They will then pay the price of the treatment they have selected.

An electronic prescription is then issued by the doctor or prescriber, and this is then sent to the dispensing pharmacy. 

The Video Consultation

Patients can also consult with doctors and pharmacy prescribers using our video consultation service, called Treated Live.

From the Treated Live homepage, patients can either book the next available slot or specify a day or time. Patients can also book an appointment through some of our information pages on condition, symptoms and treatments. These pages can be found by using the search bar. 

Appointment slots are 10 minutes long, and cost £25. Presently, appointments are available from 9:30am to 4:30pm, Monday to Friday. These are subject to the availability of our clinical team.

Patients are given the option to extend a consultation while it is in progress, where required, for an additional charge. 

Our clinical staff can provide prescriptions for treatment where appropriate following a video consultation. This can then either be sent as an electronic prescription to a pharmacy of the patient’s choosing, for them to collect in person; or be dispensed at our own pharmacy and sent to the patient following the process described above.

If a doctor or prescriber issues a prescription and sends this to a pharmacy of the patient’s choosing, the fee for this is £9. If the patient opts to have their prescription dispensed at our pharmacy, this fee is waived and included in the price of the medicine (which can vary depending on the medicine).

Doctors can also issue fit notes (previously known as sick notes) through our video consultation service. The fee for issuing a fit note is £15.

When a patient books an appointment, they pay the £25 appointment fee upfront. The price of additional time, prescription fees, treatment or fit notes is always displayed in the consultation window. Patients are given a total and asked to confirm before they are charged further.

Patients can cancel appointments for free up to 15 minutes before their appointment is due to start, and have their £25 refunded. If an appointment is cancelled later than this, they will be charged a late cancellation fee of £15 (and so only receive a £10 refund).

Our video consultation platform is an open facility, and patients are welcome to discuss any problems they wish, provided it is not a medical emergency. (If a patient requires urgent medical help, we recommend they attend their nearest hospital or call 999.)

Dispensing your Treatment

Once they have received the request for treatment, the dispensing pharmacist will then assess the prescription and the questionnaire completed by the patient. They will then also either:

  • approve the treatment
  • decline the treatment 

or

  • ask the patient to supply more information before making a decision
  • liaise with the doctor before making a decision.

Once again, if the pharmacist declines to dispense a treatment because they think it is not suitable, the patient will be notified by email and told why. The patient will then be advised to see a healthcare professional in person. Once more, the patient will not be charged if their treatment is declined by the pharmacist.

If the treatment is approved by the pharmacist, the prescription will be dispensed at our pharmacy, which is based in the UK and regulated by the General Pharmaceutical Council (GPhC), and the Care Quality Commission (CQC).

Delivering your Treatment

The treatment is then packed at the pharmacy and collected by ParcelXpert, who will ship the package via one of our courier partners (DPD, UPS, TNT or Royal Mail). Packages are shipped to the address provided by the patient by next-day tracked delivery.

The patient will be supplied with an order number via email or text, depending on their preferred contact method, so that they can track their item.

On some occasions, a patient must present a valid, government-issued photo ID to the delivery driver to receive their parcel. This can be a passport or a full UK or EEA photocard driving license.

Invitation to Leave Feedback

Once the item has been delivered, the patient will then be invited via email to provide feedback on their experience on our Trust Pilot page.

If the patient is not happy with the service or they encounter a problem with their order, they can contact our customer service team who will work to resolve the issue as soon as possible.

We are unable to accept returns or offer refunds on medications as it is prohibited by law. However, we are able to offer refunds to patients in some cases if there is a problem with their medication, or if they encountered problems with our service.

Treatments We Offer

All of the treatments we offer on Treated.com are sourced from reputable medicine wholesalers. We only sell medications legally approved for use by the MHRA.

Some of the medications we offer we may not be able to issue on an ‘initial treatment’ basis. This is particularly the case for medications which treat ongoing chronic conditions, as primary diagnosis for these will need to be done by a physician in person. However, we do offer patients prescription renewals for such items, if treatment has already been started by their doctor or specialist. We will always state on our website where this is the case.

In some cases, we may offer treatment for a condition ‘off-label’. This means that the medication has not been specifically licensed to treat the condition in question, but that some doctors do issue it for this purpose. We will always clearly state where we offer a medication ‘off-label’. You can read more on off-label prescribing on our information page.

Test Kits We Offer

We offer a range of home and laboratory test kits through our service.

For some of these, the user can collect a sample at home, test their sample themselves using the kit, and receive a result in around 15 minutes or less.

Others require laboratory analysis. For these kits, the user will receive everything they need to collect a sample, along with an envelope to return their sample to our partner lab. The sample is then analysed, and the result of the test is then sent to us. Once their result is ready, we will contact the user to let them know this can be viewed by logging into their secure patient area.

In some cases, we may need to contact patients by telephone or letter to notify them of their result.

If someone’s result indicates that they need advice or treatment, the notification will include information on where to seek further support, or links to treatment solutions on our own site if we offer them.

Storing and processing patient information

Any information the patient provides when using our service is handled with the utmost professionalism and care. All personal information provided by the patient is stored on a secure server. 

We will only notify a patient’s GP about an order if they provide their consent to do so.  

Our payments are handled by a secure external payment gateway. We will not store or handle patient’s bank or credit card details at any time.

When our doctors require further information from the patient, they will ask the patient to provide this using our secure chat facility.

Read more about how we handle your data.

Limitations of our service

Our service primarily aims to provide accessibility and convenience to patients who:

  • cannot for certain reasons see a doctor in person
  • cannot for certain reasons obtain medication from a pharmacy in person 

However, there are limitations to the service we offer.

Consulting with a doctor online is by no means a like-for-like alternative to seeing a doctor in person. An in-person consultation with a GP or specialist is always a more preferable option to consulting with a doctor online, as an in-person consultation may be able to identify issues which an online consultation cannot.

For example, our doctors and prescribers are not able to conduct physical examinations through an online consultation. While we offer some testing facilities remotely through our service, some checks cannot be conducted during an active consultation.

It is also important to note that a patient’s regular GP will also have complete access to their medical history, and be more familiar with the patient. Our doctors do not have access to a patient’s medical history. However, they can access a patient’s Summary Care Record with permission from the patient. 

Our consultation facility requires that patients disclose their medical history to our doctors; so, provided the patient provides accurate and truthful information, our doctors will be able to develop an understanding of a patient’s medical profile. However, patients should not consider this an equal substitute to seeing a doctor in person, who knows them and is familiar with their medical profile.

We would therefore always recommend that patients have an in-person consultation with their regular doctor or specialist if they are able to.

Similarly, while the tests we offer have a high rate of accuracy, tests conducted at home can be more prone to user error than those conducted in a clinical setting. 

For lab test kits, we are notified of the result and are able to provide support to patients who require it. However, for those ordering and using test kits that provide a result in minutes at home, we are not notified of the result, so our capacity to further offer support in the event a patient requires it is limited.

So, once again, if in-person testing facilities are readily available to a patient, we would recommend that they use these.

Lastly, our service is a private one. Where possible, we will display prices which are inclusive of consultation, prescription, medication and special next-day delivery. 

However, the prices we charge will typically be higher than those patients would pay if they are entitled to levied (or free) treatment on the NHS. 

Making a Complaint

We value your feedback. You can tell us your thoughts and share your experiences with us by clicking on ‘Report a problem’ in the footer of this page, or by contacting our customer care team.

If you would like to know more about how to make a complaint, please read our complaints page.

Each year we ask people who have used our service to participate in a patient satisfaction survey. You can find the results of this survey, and information on how we have addressed feedback here.

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