Have a complaint?
We’re here to help resolve it
NowPatient welcomes concerns, compliments, and complaints as valuable feedback that will help us learn from your experiences and make improvements.
Making an informal complaint
We understand that from time to time our service may not meet your expectations. In these instances, you may wish to lodge a complaint. You can do this by calling us using the telephone numbers shown below and our customer care team will be happy to discuss your complaint. We aim to resolve these types of complaints quickly and to your satisfaction.
UK telephone number – 020 388 51 500
US telephone number – 1-866-967-1977
Making a formal complaint
There may be situations where you feel that an informal complaint does not address the seriousness of your concerns. In these situations, we would advise you to lodge a formal complaint. To make a formal complaint, please complete the form below and provide as much information as possible to allow us to investigate your complaint. You should also include which part of the service it relates to.
What happens after I submit the form?
Upon receipt of the complaint, it will be triaged to the complaints manager of the service you are making a complaint about. NowPatient will acknowledge all complaints no later than the third working day after the day the complaint is received. The acknowledgment will also set out a detailed explanation of the complaints handling process and what you should expect next.
The complaint will then be investigated internally. At the end of the investigation, we will send you a summary of the findings along with an apology, if necessary. We will also provide you with an explanation of any lessons learned and any changes that we have implemented as a result of the findings of the complaint. Responses to formal complaints are usually furnished within 6 months. However, depending on the complexity of the investigation, it may take longer. In any event, we understand that communication is vital and we will keep you updated regularly throughout the process.
Important information about the complaints process
All complaints are handled with the strictest of confidence. Making a complaint will not affect the treatment or care we provide you.
Important information about complaints that relate to NHS services (UK customers only)
A complaint must be made no later than 12 months after the date on which the matter which is the subject of the complaint occurred; or if later, the date on which the matter came to the notice of the complainant. If you are not satisfied with the way we have dealt with your formal complaint, you can make a request for an independent review by contacting the Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London. SW1P 4QP. Telephone 0345 015 4033. Fax 0300 061 400. Email phso.enquiries@ombudsman.org.uk. Website www.ombudsman.org.uk. Alternatively, you can raise your concerns with the General Pharmaceutical Council.
NHS Service Users Only
You can write in at NowPatient c/o Infohealth LTD, 28 Chipstead Valley Road, Coulsdon, Surrey. CR52RA. Alternatively you can call us to lodge your formal complaint by calling 020 3885 1500 or using the submission on this page.
Submit Your Complaint
WHY WE BUILT NOWPATIENT
We are committed to helping everyone, everywhere live healthier lives
The NowPatient virtual care platform provides you with access to trusted health information, affordable treatments, management of chronic health conditions and continuous monitoring for health risks. NowPatient can be accessed by downloading the App or using your web browser.
Download our app today
Your Questions Answered
For your peace of mind, we can answer your questions quickly
What does NowPatient do?
NowPatient is an online pharmacy & telehealth service that is available in the US and UK. Our service is FREE and packed with useful features that can help you save money on the cost of your medications, access virtual treatments, and provide tools that can help improve your overall health.
Get started today and benefit from medication reminders, Get Treated Privately, NHS online pharmacy, GP appointment booking, Rx savings card, Drug Coupons, US drug savings programs, health conditions information, genetic testing, home test kits, BMI Risks, Type 2 Diabetes Risks, pollen meter, air quality monitor, and lots more!
Our service is operated by experienced medical professionals in the United States and the United Kingdom. You can view the online services that we provide by clicking Features.
UK users can safely and securely buy medicines online that treat a wide range of medical conditions. UK customers can also order NHS prescriptions online with the benefit of free tracked delivery.
US customers, regardless of insurance coverage, can enjoy huge savings on prescription medications using our various drug savings programs including drug coupons, savings card and manufacturer-sponsored patient assistance programs.
Where is NowPatient located?
NowPatient has offices in the United Kingdom and United States.
In the UK, we are located at:
NowPatient
28 Chipstead Valley Road
Coulsdon
Surrey
CR52RA
In the US, we are located at:
NowPatient
8911 North Capital of Texas Highway
Suite 4200 #1263
78759
Austin, TX
How can I contact NowPatient?
To contact NowPatient, please use the contact form available on the Contact Us page.
Alternatively, if you need to speak to us, you can reach us on the following numbers:
UK telephone number – 020 388 51 500
US telephone number – 1-866-967-1977
Who owns NowPatient?
NowPatient is owned and operated by Infohealth Ltd, a licensed online pharmacy with services spanning the UK, US and Rest of the World. Infohealth Ltd is registered in England and Wales under company number 04004930 and our registered office is at Lynwood House, 373 – 375 Station Road, Harrow, England, HA1 2AW.
Our website is www.nowpatient.com. Our App is called “NowPatient” and can be downloaded from the App Store (for Apple devices) or Google Play (for Android devices).
Can you tell me more about your NHS online pharmacy?
NowPatient’s Pharmaceutical services in the UK are provided by Infohealth Limited trading as ‘Infohealth Pharmacy’.
Our dispensing pharmacy is regulated and authorized for internet sales by the General Pharmaceutical Council (GPhC), registration number 1036487. You can view our license credentials on the General Pharmaceutical Council website. Our superintendent pharmacist who is responsible for the safe and effective oversight of medicines supplies is Mr Amish Patel (Registration Number 2042705).
Medicines are not ordinary items of commerce. All medicines or healthcare product sales are made under the supervision of a registered pharmacist who is licensed by the GPhC. At all times, we endeavour to provide a professional and transparent service whose primary goal is to ensure that the best interests of the patient are served.
How do I make a complaint?
From time to time, we accept that our service levels may not be up to your expectations. NowPatient welcomes concerns, compliments and complaints as valuable feedback that will help us learn from your experiences and make improvements. Feedback can be provided via our clear and transparent Complaints Procedures.
Can you tell me more about NowPatient’s prescribing services for treatments offered?
Our prescribing services are regulated by the General Pharmaceutical Council (GPhC). We provide the following regulated activity:
• treatment of disease, disorder, or injury
• transport services, triage, and medical advice are provided remotely
• caring for adults over 65 years old
• caring for adults under 65 years old
NowPatient prescribing services are run by Infohealth Limited. The Clinical Safety Officer and nominated individual is Mr Navin Khosla.
Can you tell me more about NowPatient’s US services?
Our head of US services is Dr. Jamie Winn.
You can lower the cost of your prescription medications using our various savings programs which include drug coupons, savings card and manufacturer-sponsored patient assistance programs.
We do not provide any prescribing services or dispensing services in the United States.
Is NowPatient legit and can I trust information from NowPatient?
Yes. NowPatient provides trustworthy and accessible clinical, health education and prescription services. We are also trusted by the NHS to deliver clinical and NHS repeat prescription dispensing across the whole of England. In the United States, we work with over 65,000 pharmacies to deliver considerable costs savings for our users.
NowPatient is operated by experienced licensed medical professionals in the United Kingdom and United States. Our Medical Team can be found here.
Our service is trusted by thousands of patients worldwide. You can read their reviews on our Trustpilot:
What are NowPatient’s opening hours?
Our office hours are:
UK – Monday-Friday 9am-6pm GMT
US – Monday-Friday 8am-5pm EST
Please note that we are closed at weekends.
In the event of a medical life-threatening emergency please call:
UK – 999
US – 911
In the event of a medical emergency which is not life-threatening please call:
UK – 111