Telehealth Consent

This consent form (“Consent”) explains how telehealth works and asks for your informed consent to receive healthcare remotely from UK-registered pharmacists, pharmacist independent prescribers, doctors and other clinicians (each a “Provider”). Care is delivered through the NowPatient Website and App (the “Service”), owned and operated by Infohealth Limited (“Infohealth”, “we” or “us”), company number 04004930, 28 Chipstead Valley Road, Coulsdon, Surrey CR5 2RA, United Kingdom.

Your care is provided from the United Kingdom, under UK law and the standards of UK regulators. Medicines are dispensed in the UK by Infohealth Pharmacy, a GPhC-registered pharmacy (registration 1036487), and sent to you by international delivery. Prices are shown in pounds sterling (£).

You give your Consent by ticking the consent box before your first consultation. This Consent covers receiving care by telehealth only. It is not consent to research, or to your information being used to train AI models; we will always ask you about those separately.

• Our Terms of Use
• Our Privacy Policy
• Our Cookie Policy
• Our AI Build Policy
• Our Delivery Information

If you do not give your Consent, you should not use the Service.

“Telehealth” is healthcare delivered remotely, by online questionnaire, secure messaging, telephone or video (“Consultation”). Your Provider decides which format is clinically appropriate, and may ask for a video or telephone Consultation even if you started with a questionnaire. Consultations are in English.

• You can get advice and treatment from UK-registered clinicians wherever you live, usually at a time that suits you.
• You do not need to travel to a clinic or hospital, which reduces your risk of catching infections from other people.
• You have a written record of your Consultation and any advice in your NowPatient account.

Your Provider cannot physically examine you and is not based in your country. You should understand that:

• Your Provider relies on the information you give. If it is incomplete or inaccurate, the advice or treatment may not be safe or suitable for you.
• Your Provider is not registered with the healthcare regulator in your country and may not know local treatment guidelines, services or medicine availability.
• Your Provider cannot arrange local tests, referrals or face-to-face care for you. They may advise you to see a local doctor or pharmacist instead.
• Your Provider may decide telehealth from the UK is not appropriate for your condition, or that a medicine cannot be safely supplied to your country.
• International delivery can be delayed, held by customs or refused entry. Do not rely on the Service for medicines you cannot safely go without, and keep enough supply while you wait for a delivery.
• Technical problems may interrupt or delay a Consultation. A video Consultation may continue by telephone if the connection is poor, and international call charges from your provider may apply.
• Any electronic system carries a small risk that information could be lost, intercepted or accessed without permission. We use security measures to reduce this risk and will tell you and the UK Information Commissioner’s Office about any serious breach, as the law requires.
• No particular outcome is guaranteed. A Provider may decide not to prescribe if it is not clinically appropriate, even after you have paid for a Consultation; see our Private Treatment Plan Terms for refunds.
• Your local health insurance or public health system may not cover or reimburse the cost of the Service or your medicines.

Your Provider may use AI-assisted tools, for example to help prepare notes or a summary of your Consultation. These tools support your Provider and do not replace them.

• AI does not diagnose you, prescribe for you or make treatment decisions. Your Provider reviews anything an AI tool produces before it is acted on or shared with another healthcare professional.
• If a tool records, transcribes or summarises your Consultation, your Provider will tell you at the start. You can ask for it not to be used without it affecting your care.
• Information is de-identified before it reaches an AI model, and AI providers are not allowed to train their models on it. See our AI Build Policy and Privacy Policy.

By giving your Consent, you confirm that:

• You are 18 or over, or the age of adulthood in your country if that is higher.
• You are the person receiving care, and you will not use the Service on behalf of someone else.
• The country and delivery address you give us are accurate, and you will tell us if you move or are travelling.
• You will answer all questions fully and honestly, including your medical history, other medicines (prescribed, over the counter and herbal), allergies, and whether you are pregnant, planning a pregnancy or breastfeeding.
• You agree to us checking your identity, which may include an electronic identity check.
• You will take part in the Consultation in a private place where you are comfortable discussing your health.
• You will tell us promptly if your health changes, you have side effects, or you start any new medicine.

Rules on importing prescription medicines for personal use differ from country to country. Some medicines that are legal in the UK are restricted or banned elsewhere.

• You are responsible for checking that you can lawfully receive and use the medicine in your country before you order.
• You are responsible for any customs duties, import taxes, handling fees or permits your country requires.
• If customs hold, return or destroy your parcel because of local rules, we may not be able to offer a refund or replacement. See our Delivery Information.
• We do not deliver to some countries, and we may refuse an order if we believe it would breach UK or local law.

Every prescription is issued by a Provider registered with the General Pharmaceutical Council (GPhC), General Medical Council (GMC) or Nursing and Midwifery Council (NMC), following our prescribing guidelines and UK national guidance such as NICE.

• Your Provider decides whether a medicine is safe and appropriate for you. Completing a questionnaire or paying does not guarantee a prescription.
• Medicines are UK-licensed products. The brand, strength, packaging and leaflet may differ from those used in your country, and the leaflet will be in English.
• A UK prescription may not be accepted by pharmacies in your country. We cannot transfer your prescription to a local pharmacy.
• For some medicines, your Provider must have enough information to prescribe safely, which may include verified measurements, test results or a letter from your local doctor.
• A pharmacist at Infohealth Pharmacy checks every prescription before it is dispensed and may contact you or your Provider with questions.
• Read the Patient Information Leaflet supplied with your medicine and follow the directions on the label.
• Report any suspected side effect to us, and to your local doctor or medicines regulator.

We believe it is safest for your usual doctor to know about medicines prescribed for you. We recommend you share your NowPatient treatment summary with them, and we can send it to them if you ask.

• For some medicines, your Provider can only prescribe if you agree to us informing your local doctor or you have regular local medical care. We will tell you before you pay if this applies.
• If you do not have a local doctor, some treatments may not be available to you.

Infohealth is the data controller for the health information you give us. We process it under UK GDPR and the Data Protection Act 2018 to provide your care, wherever you live.

• Your information is sent from your country to the United Kingdom and held there. Your country’s data protection laws may give you additional rights, which we will respect where they apply.
• Your Provider keeps a clinical record of every Consultation, in line with UK professional standards and our Data Retention Policy.
• Only staff and Providers involved in your care can access your record.
• Customs authorities may require the contents of your parcel to be declared. We keep this to the minimum the law requires.
• You can ask for a copy of your record, or ask us to correct it, by contacting us.
• If you are unhappy with how we use your information, you can contact our Data Protection Officer, complain to the UK Information Commissioner’s Office, or complain to the data protection authority in your country.

Your Provider must follow UK law and professional standards. They may share information without your consent where this is needed to protect you or someone else from serious harm, to safeguard a child or vulnerable adult, or where the law requires it. See our Safeguarding Statement.

Telehealth is not suitable for emergencies. NowPatient does not monitor messages around the clock and cannot send help to you.

• In a life-threatening emergency, call your local emergency number (for example 112 in the European Union) or go to your nearest emergency department.
• For urgent advice that is not an emergency, contact a local doctor, pharmacy or urgent care service.
• If you have a serious reaction to a medicine, such as swelling of the face or difficulty breathing, call your local emergency number.

If you are unhappy with your care, please tell us through our complaints process and we will respond. If you remain unhappy, you can raise concerns about a pharmacy or pharmacist with the General Pharmaceutical Council, or about a doctor with the General Medical Council. These UK regulators accept concerns from patients outside the UK.

Your care is provided in the United Kingdom. This Consent, and any dispute about it, is governed by the laws of England and Wales. This does not remove any mandatory consumer rights you have under the law of your country.

You can withdraw your Consent at any time by contacting us or closing your account. We will still keep your clinical records for as long as UK law requires.

By ticking the consent box, you confirm that you have read and understood this Consent, that you have had the chance to ask questions, that you have checked your country allows you to import the medicines you order, and that you agree to receive care by telehealth from the United Kingdom.