Frequently asked questions

You can get free NHS prescriptions if, at the time the prescription is dispensed, you:
• Are 60 or over
• Are under 16
• Are 16 to 18 and in full-time education
• Are pregnant or have had a baby in the previous 12 months and have a valid maternity exemption certificate (MatEx)
• Have a specified medical condition and have a valid medical exemption certificate (MedEx)
• Have a continuing physical disability that prevents you from going out without help from another person and have a valid medical exemption certificate (MedEx)
• Hold a valid war pension exemption certificate and the prescription is for your accepted disability
• Are an NHS inpatient

You’re also entitled to free prescriptions if you or your partner (including civil partner) receive, or you’re under the age of 20 and the dependant of someone receiving:
• Income Support
• Income-based Jobseeker’s Allowance
• Income-related Employment and Support Allowance
• Pension Credit Guarantee Credit
• Universal Credit and meet the criteria

If you’re entitled to or named on:
• A valid NHS tax credit exemption certificate – if you do not have a certificate, you can show your award notice. You qualify if you get Child Tax Credits, Working Tax Credits with a disability element (or both), and have income for tax credit purposes of £15,276 or less
• A valid NHS certificate for full help with health costs (HC2)

People named on an NHS certificate for partial help with health costs (HC3) may also get help.

There’s a simple way to find out if you’re eligible for free NHS prescriptions and any help with other NHS costs. Use the eligibility checker.

Now Patient has a Business Continuity Plan (BCP) that is triggered if our systems are down. The aim of our BCP is to ensure that there is no significant disruption to the delivery of the health care services provided by Now Patient and that the pharmacy contributes effectively to civil emergencies where appropriate. ISO 22301 defines business continuity as:

“The capability of the organisation to continue delivery of products or services at acceptable predefined levels following a disruptive incident”

Some medications, like insulin, need to be kept chilled. In order to do this safely, we send all chilled (or cold-chain) medication out via tracked Royal Mail signed for service. For any medicines that need to be kept cold, we use validated cold chain technology to ensure that your medicines are kept at the right temperature all the way to your home. When you receive your delivery, you should immediately unpack the items and place them into a refrigerator.

Using Now Patient does not cost the NHS any more money than if you were to use a high street pharmacy. Every pharmacy in the country is paid a set fee for each item they dispense to the public. It is then up to that pharmacy what they do with that money. At Now Patient we’ve decided to use it to deliver your items FREE of charge. It means that we may make less, but you get a convenient and seamless door-to-door service, and the NHS does not lose out.

The GPhC (General Pharmaceutical Council) is the regulator for pharmacy services in Great Britain. The GPhC sets standards for pharmacies in Great Britain, which look at if the pharmacy is well-run, provides medicines and other services safely to people, protects people’s privacy and confidentiality, and has staff with the right skills and training. You can access the most recent report from the GPhC website 

The Yellow Card Scheme allows you to report suspected side effects from a medicine, vaccine, or medical device in the UK. You can report side effects on the Yellow Card website. The Yellow Card Scheme is run by the medicines safety watchdog, the Medicines and Healthcare products Regulatory Agency (MHRA)

FDA Medwatch is for reporting side effects from a medicine, vaccine or medical device in the US. You can report the side effects on the FDA website. Medwatch is the FDA’s medical product safety reporting program for health professionals, patients and consumers.  

There is no charge for using the Now Patient app. It is completely free. The only cost that you might incur is if you have to pay for your NHS prescriptions. In this case we are required by law to pass on the NHS prescription fee.

Now Patient is the UK’s first regulated digital health service that uses predictive analytics and AI to personalise the services that are made available to you, based on your individual health risks and profile. As a member of Now Patient, you get to enjoy the following benefits:

• Video consultations in a live, real-time setting. Now Patient is the UK’s only pharmacist-led video consultation service. As a member of Now Patient, you will have access to your own team of clinicians. What’s more, you can specify the gender and language of the clinician before you book your consultation

• Our clinicians can assist you in many ways ranging from giving you advice about your medications and what to do if you miss a dose, to general advice on healthy living. We even provide NHS commissioned services, via video consultations, such as Stop Smoking Clinics, New Medicines Service, Travel Advice, Weight Management Advice and Medication Reviews

• Handy Medication Reminders. Because 1 in 5 adults miss taking their prescribed medicine, the Now Patient App sends a handy reminder straight to your device giving you a gentle nudge about when to take your medication

Poor adherence to medication can have devastating consequences, not only for patients but also the NHS. A recent report* estimated that wasted medicines costs the NHS £300 million each year, while the side effects and complications caused by people not finishing courses of antibiotics costs as much as £500 million

• NHS Prescriptions Online. Now Patient connects directly with your GP through the NHS network. This means your medication records are ‘accessed’ from the NHS and will be viewable on the App. Using the App, you will be able to place orders for the medications you require. This request is sent directly to your GP. When approved, the prescription is electronically sent to Now Patient, and it can be safely dispensed and delivered by us. All deliveries are FREE and tracked using Royal Mail Tracked 48, so you will always know the status of your order

• Health Information & Education. We have partnered with the NHS to bring you various health information resources. This includes information about Healthy Living, Medicines A-Z, Conditions A-Z. This authoritative NHS content comes from a known source and can be trusted, unlike some other information searched on the internet

A PPC (prepayment certificate) lets you get as many NHS prescriptions as you need for a set price, a bit like a season ticket for the bus. A PPC is valid for either 3 months or 12 months, depending on the type of certificate you buy. The prescription charge in England is currently £9.35 per item.

A PPC costs:
• £30.25 for 3 months
• £108.10 for 12 months

You can buy one online, or get more information from the NHS

An internet pharmacy, such as Now Patient, is one that allows you to order your medications online and have them delivered to your door, saving you the time and inconvenience of going to your GP or local pharmacy to pick them up.

EPS is the NHS’s “Electronic Prescription Service”. It allows GPs to send your prescriptions electronically to your chosen pharmacy. The NHS have estimated EPS has saved them £130 million over the last 3 years. You can find more information on EPS on the NHS Digital Website. Eventually EPS will remove the need for most paper prescriptions.

The Summary Care Record (or SCR) is an electronic record of important patient information, created from GP medical records. It can be seen and used by authorised staff in other areas of the health and care system involved in the patient’s direct care. Our pharmacists regularly access SCR’s to improve the timeliness and safety of care given to patients.

Now Patient is owned and operated by Infohealth Ltd. Pharmaceutical services are provided by Infohealth Limited trading as ‘Infohealth Pharmacy’. Our dispensing pharmacy is regulated and authorised for internet sales by the General Pharmaceutical Council (GPhC), registration number 1036487. You can view our license credentials on pharmacy regulation: here

Most adults in England have to pay prescription charges.

Certain groups are entitled to free NHS prescriptions and some prescribed items are always free, including contraceptives and medication for hospital inpatients.

The NHS prescription charge is currently £9.35 for each prescribed item, which means that there is a charge for each different drug or medical appliance on your prescription. Support stockings are charged per stocking.

If you regularly pay prescription charges, a prescription prepayment certificate (PPC) could save you money.

If you do not qualify for exemption, the NHS requires us to collect each item fee and remit back to the NHS.

Prescription charges are used to fund wider NHS services.

How to register with Now Patient using your email address

To register an account with Now Patient using your email address, please complete the information required on the sign up page.

• Enter your email address
• Select a password
• Re-type your password
• Then select the button ‘Agree & Join’
• Once you have completed this step your account will be verified and you will be able to use the Now Patient
  service

How to register with Now Patient using your NHS login account details

To register an account with Now Patient using your NHS login credentials, please click the blue button ‘Continue with NHS login’ on the sign up page.

You will then be asked to enter in your NHS login details.

Once you have been verified by the NHS, you can use the Now Patient service.

You can continue to register as normal. Once your account is created, you can request your NHS linkage keys from your GP. This is a simple process. When you login, after registering, there is a short explainer video on the landing page that describes how you can obtain the linkage keys. Once those keys are obtained, you simply enter them into your account, to unlock all the features of Now Patient.

Now Patient can be accessed via App or also by using a standard web browser like Google, Firefox, Safari, Google Chrome or Internet Explorer.

The easiest way to do this is to go to your GP as usual and ask them to send your prescription by EPS to Infohealth Pharmacy (FM824). The request will then come to us, and we will process it, sending your items to you with no delivery charge.

Linkage codes (also called linkage keys) are 3 codes that the NHS uses to protect your GP medical record and keep it secure for you. You can use these codes to access your GP medical record online and via the NowPatient App. This will allow you to seamlessly order your NHS repeat prescriptions. (You can also access your GP medical record, without having to contact your practice, by using your NHS login.)

You will need to contact your GP practice and ask for access to “online services”. You will also need to state that you would like them to send you your “3 linkage keys”. Each GP practice manages these requests a little differently. Some prefer you to complete a request form online, via their website. Others prefer you to email or to phone.

We found the simplest way to get these codes is by email. Below, we’ve included a template email you can use to request yours.

download template

In order to use your codes to view your prescription records, you’ll need to download the app from the App Store or Android Store or simply use the web version sign up. You’ll then be given the option to link your medical records using your linkage codes. If you have your codes, you can select that option and add them to your account.

Once you have requested online services, your practice will send you a letter or email with your codes. You should have the following 3 codes:

• Linkage key or passphrase
• ODS code or practice ID
• Account ID

They’ll be in a box that looks like this:

Provide the following online services account details when prompted:

You may already have your codes

If you have accessed online services previously, such as repeat prescription ordering online, you will have already received these codes by letter or email. If you’re not sure where the letter is, then you may be able to access them from the app you use to request repeat prescriptions. For example, you can find your codes in your account setting pages in Patient Access.

The process of importing your eligible prescriptions is instant, as long as you login with your NHS login credentials.  If you do not have NHS login credentials, you can input your linkage keys, which are obtainable from your GP.  Once you input your linkage keys, your prescriptions will be imported and be immediately available for ordering.

We are only able to upload medicines that your GP has marked as for repeat prescription. You may have other items that you have regularly but are not designated as repeatable. These will not be automatically uploaded to the app. If you believe that you should have other medications on the app, please contact us directly at [email protected] or through the app’s chat function and a member of our support team will be happy to assist you.

You must log in using the details and password you entered during the registration process. Then tap on the “medications” button, and you will be taken to the ordering screen containing your NHS repeat medications. You can now order by swiping which medication you would like to order and following the instructions.

To do this, please log into the app and select “Manage Medication”. Tap on your medication and select the “Add Reminder” button.

If your GP does not use EPS it may be more difficult to fulfil your order. Please contact us at [email protected] to discuss your situation.

Every Electronic Prescription Service (EPS) repeat prescription request must be approved by your GP before we can process it and dispense your items. You do not need to do anything about this. Once you place your order, the request goes straight into your GP’s workflow for approval. In the vast majority of cases, the prescription is signed off by the GP within 48 hours and we are able to deliver your medicines shortly after. In some cases, however, the GP does not sign off the prescriptions within this timescale. If this happens, we will chase the GP on your behalf. We may need to contact you to discuss your individual case.

If you order using the app you will be able to pay using a credit or debit card. If you order another way (such as direct with the pharmacy) we will email or text you a payment link.

The ideal time to order is 7-8 working days before the medication is due. Any earlier than this and your GP may not sign off your prescriptions as it is too soon after your last instalment. During seasonal holiday periods, we would recommend you place an order 2 weeks earlier than you normally would.

Yes, the delivery to your chosen address is completely FREE. You will not have to pay any delivery charges for your prescription order, nor will the NHS.

This is dependent on when your GP signs off the prescription request but it typically takes 4-5 working days from the time of ordering.

At present, Now Patient is only able to dispense and deliver prescriptions to patients in England. We do not currently deliver to Wales, Scotland or Northern Ireland. However, this may change in the future.

If not all your items have been delivered, it is likely that the GP has not signed certain items off. This may be for several reasons, usually that it is too soon since your last instalment of medicines, they would like to review the prescription with you directly or the prescribed course has expired. If this happens, we will continue to chase outstanding items on your behalf, but we may be in touch to direct you on any actions that you need to take.

Non controlled or non-temperature sensitive products are delivered to you using Royal Mail’s tracked 48-hour service. This service does not require a signature; however, you will be able to track the movement.

For controlled medications and thermo-sensitive medications, we use a signed-for service with a specialist courier company.

If you order items that are thermo-sensitive e.g., insulin products, then you need to ensure that you able to receive the delivery and immediately unpack the goods and put them into the refrigerator as soon as possible.

For deliveries of certain controlled drugs, you will always be asked for a signature. Controlled drugs require specialist audit trails.

Yes. The most popular service we use is Royal Mail Tracked 48. You will be given a tracking code that you can use to track the whereabouts of your parcel, including photographic evidence of delivery. Deliveries are usually made within 72 hours from receipt of the prescription. However, on occasions, there may be delays but you will be able to continuously track the movement.

Yes. Medications that require special storage between 2-8c are packed securely in specialist cold chain packaging. The packaging that we use is validated to ensure the integrity of the medication is always maintained. On certain occasions, we may use specialist cold chain courier services.

Yes. When you make your order using the app you can specify which address you would like the delivery to be sent to.

Due to data protection guidelines, unless we are instructed by you to do so, we are not able to leave the package with a neighbour. If you would like the package to be left with a neighbour, please contact us at [email protected] to arrange it.

If the package fits through your letterbox the order will be delivered so it is waiting for you upon your return. If it will not fit through the letterbox, and if you are eligible for free courier service (for example, if it is a temperature-sensitive product), then the courier company will contact you to re-attempt delivery. For all other orders, unless otherwise instructed it will be returned to the nearest Royal Mail sorting office. You will normally be left a card by Royal Mail with clear instructions on how to retrieve your parcel.

Currently, we cannot guarantee a specific delivery slot. However, this may change in the future once we start adding more delivery options.

Once you register and have your first prescription filled by Now Patient, you will be given FREE access to book live video consultations with our team of clinicians.

Live video consultations with our clinicians can be useful for:

• General medical advice
• Advice on medication
• Advice on what to do if you miss a dose of your medication
• Advice on what to do if you suffer from side effects to your medication
• Stop smoking advice
• Asthma inhaler use and advice
• Weight management advice
• Accessing NHS services like New Medicine Service

The New Medicine Service is an NHS Commissioned service that is available at Now Patient which gives you extra help and advice if you’re just starting on a new medicine for one of the following conditions:

• Asthma
• Chronic obstructive pulmonary disease (COPD)
• Type 2 diabetes
• High blood pressure
• People who have been given a new blood-thinning medicine

The New Medicine Service is a simple, deliverable intervention which helps patients and also saves the NHS money. If you have recently started taking medications for any of the above conditions, you can book a live video consultation at no cost to yourself.  Alternatively, if our pharmacists identify that you are a suitable candidate for the service, then they may reach out to you.

Yes. Now Patient allows you to choose from a pool of clinicians based on variables such as gender and languages spoken.

Our clinicians will only ever inform your GP if they have concerns following the consultation and only if you give them explicit consent to do so.

You may be sent a short survey asking you about your experience attending your video consultation. We encourage you to complete this as it provides us with valuable feedback to improve your experience in the future. It’s helpful for us if you point out things that didn’t go well, and suggest ways of improving the experience for you and others. If you would like the clinician to send details of the consultation to your GP, you can request that we forward any notes.

As qualified healthcare professionals, our clinicians can offer clinical advice, help with medications, minor illness advice and certain NHS-commissioned services that might benefit you, such as medication use reviews and New Medicines Service, which aims to give you extra help and advice if you’re just starting on a new medicine. If symptoms suggest it’s something more serious, our clinicians have the right training to make sure you get the help you need. For example, they will tell you if you need to see a GP, nurse or other healthcare professional.  All pharmacist clinicians train for 5 years in the use of medicines. They are also trained in managing minor illnesses and providing health and well-being advice.

The traditional pharmacy model encourages patients with health concerns to come into the pharmacy and ask for a consultation. Now Patient is the UK’s first live video consultation service led by pharmacists, in a real-time setting. It allows patients to book a consultation with a pharmacist from anywhere in England. The consultation can be conducted via, smartphone, tablet or PC. If symptoms suggest it’s something more serious, pharmacists have the right training to make sure you get the help you need. For example, they will tell you if you need to see a GP, nurse or other healthcare professional.

Did you know?

• More than 58 million informal healthcare consultations are provided by pharmacists and their teams every year;
• Every year 44 million patients self-refer to a pharmacist and their team for healthcare advice, with 5 million unable to access other forms of healthcare;
• Informal consultations provided by pharmacists and their teams save more than 24 million GP appointments every year; and
• During COVID-19, according to the Nuffield Trust, there has also been a surge in patients’ uptake of remote health services, including registrations for the NHS App, NHS login and e-prescription services.

Video consultations are suitable for many patients who do not need a physical examination and who can communicate via video. Video consultations might not always be suitable – for example, if you need a test or physical examination. If that is the case, you will need to attend your NHS GP or relevant NHS service. NHS Pharmacists are on hand to offer advice on minor illnesses and are not a substitute for your GP if you have a serious illness or life-threatening conditions. If at any time during your video consultation you feel that you would like to end the consultation, you can say that you would like to end the video call.

The amount of data your video consultation consumes will depend on the speed of your internet connection. Data use is less on lower-speed internet connections, or a less powerful computer, tablet, or smartphone. These factors can also reduce the overall quality of the call.

Yes. If they are in the same location as you, it is possible to have someone with you during your video consultation. You should let your pharmacist know if you have someone with you at the start of your appointment.

Your consultation with the pharmacist will end at 8 minutes. A timer will appear on your screen for the final 2 minutes of your consultation, so you are aware of the remaining time. Should you wish to have more time, another consultation can be booked.

Once you have had your first order of medications delivered Now Patient will automatically assess your eligibility for FREE video consultations. You will then be able to book an online consultation by visiting the “consultations” tab in the menu area of the app and following the instructions there.

The General Data Protection Regulation (GDPR) is the single comprehensive EU-wide Law that governs the use, sharing, transfer and processing of any personal data that originates from the EU. Since Brexit, the UK is no longer covered by GDPR but has adopted a very similar law which it has called “UK GDPR”. Personal data in the UK is therefore covered by UK GDPR in conjunction with the Data Protection Act 2018.

Now Patient is registered with the ICO, under requirements of the UK GDPR/Data Protection Act 2018, as a data controller. The registration number is Z9217372.

You can contact Now Patient’s Data Protection Officer at [email protected]

When you register, we will send you transactional emails or SMS texts. We will send you email and text communications related to your sign-up (e.g., a welcome email and a confirmation when your data is successfully uploaded). In addition, if you place an order via the service, you will receive email and text status updates for that order. From time to time, we may send you personalised health information or resources that we feel may be suited to you.

To request the data that Now Patient hold on you please email [email protected]. You will then be sent an online request form to complete. Your request will be processed within 7 days. Data is supplied in excel format.

If you would like to request your data to be deleted, please send your request to [email protected]

You will then be sent an online request form to complete. Your request will be processed within 7 days. If you have received certain NHS services from Now Patient, then that data is subject to NHS data retention policies which may require us to retain your data. We may also need to retain your data for other reasons. Please see our data retention policy for details.

All data is held securely on Now Patient’s system within the UK. To read more information about how Now Patient use your data, please read our privacy policy. Information governance policies are in place that prevent access to your records by unauthorised individuals.

To learn more about the General Data Protection Regulation (GDPR) please click the ICO website: here 

NHS Electronic patient records (EPRs) and other medical records are held as directed by the NHS Code of Practice 2021 and the Specialist Pharmacy Services Guidance on Retention and Secure Storage of Pharmacy Records (England) 2020- 2021. Details are set out in our Document Retention Policy which is available upon request from [email protected]. We also retain non-medical information for the periods set out in our Document Retention Policy.

Yes. GDPR requires that data controllers and processors provide sufficient guarantees to meet key requirements of the regulation. Now Patient has taken the proactive step of entering into agreements with our third party service providers for the protection of personal data. Further details are set out in our privacy policy.

Yes. This means that Now Patient may not pass on any data to third parties and is fully compliant with UK GDPR. The legal guidelines are particularly strict for medical data – which is how it should be! We are only obliged to provide medical information to the authorities if a court order is issued.

Now Patient has implemented the current security guidelines. Our system has also been subjected to appropriate security tests to monitor its implementation. All information you provide to us is stored on cloud servers operated by leading operators with the highest levels of security. We can guarantee a very high level of protection of sensitive data, which is usually even higher than that of the software used by many doctors’ practices. Any payment transactions carried out by our chosen third-party provider of payment processing services will be encrypted using Secured Sockets Layer technology. All data is secure and encrypted in transmission and at rest using AES-256 encryption, with restricted access. We also have additional protocols such as transparent data encryption (TDE). We are working towards ISO 27001 certification.

Your medical data is transmitted exclusively on the central Now Patient server in a secure data centre and never leaves the country.

Data is backed up constantly. We have scheduled back-ups running daily, weekly and monthly.

The app will adjust to new Time Zones or Daylight-Saving Time adjustments as long as users close the app completely and re-login to the app following a time change or adjustment. Evergreen Life recommends:

• Users close the app completely and re-login to the app when they travel into a new time zone to allow the medication diary and reminders to synchronise with the new time zone. If the time zone you have moved to means that you skip over a scheduled medication time slot in the app you will need to go back and record this manually
• Users close the app completely and re-login to the app after a clock change due to Daylight Saving Time adjustments to allow the medication diary and reminders to synchronise with the new time

The Now Patient app can be downloaded to devices running IOS 10 and above and all devices running Android 7 and above. The app can also be used on any desktop or notebook browser.

If you prefer downloading the app, rather than using a web browser, you can download it from the Apple store, Google Play and the iTunes store.

Select more options, and under the profile go to change password. Here you will be able to change your password as well as set password prompts and recovery emails.

The Now Patient app has been designed and tested to be as user-friendly and intuitive as possible. However, if you require further help, please get in touch with our team at [email protected]

Yes. We use cookies to help us improve the way our website works, for example, by ensuring that visitors find what they are looking for easily. You can find out more on our cookie policy page.

As a signed-up user, you can do the following for FREE:

• Connect to your GP practice
• View past/upcoming appointments
• Book appointments
• View current medication
• Order repeat prescriptions
• Have live video consultations with a registered pharmacist
• Access handy medication reminders that prompt you to take your medication dose
• Access a wealth of healthy living information including A-Z of medicines, A-Z of health conditions
• Access NHS commissioned services that improve your health outcomes

No. Now Patient is privately funded.

You can contact the Pharmacy Team, Customer Service Team or IT Team via email: [email protected] or by telephone: +44 20 388 51 500 (Freephone)

When you order a prescription online, you can have your prescription sent electronically to a pharmacy of your choice. Patients can choose any pharmacy provider for their electronic (online) prescriptions to be sent to. This is called a nomination. When you register with Now Patient, your nominated pharmacy will be Infohealth Pharmacy. This means whenever your GP approves your prescription, it will be electronically sent to us for dispensing and delivery. Your nomination is stored with the NHS.

For more information on nominating please follow the Digital NHS link

If you have a paper prescription you should ask your surgery to recreate it as an EPS one and send it to us. Alternatively, the surgery can fax a copy of it to us and also place it in the post to Now Patient c/o Infohealth Pharmacy, 28 Chipstead Valley Road, Surrey CR5 2RA.

Now Patient c/o Infohealth Pharmacy will remain your nominated pharmacy until you actively transfer your nomination to somewhere else.

Now Patient are not able to change your nominated pharmacy. If you would like another pharmacy to dispense your prescriptions you will need to instruct them, or your GP, to change your nomination. Until this change has taken place, Now Patient will continue to dispense and deliver any Electronic Prescription Service (EPS) prescriptions that are sent to us on your behalf.

By registering with Now Patient, you are automatically nominating Infohealth Pharmacy (Now Patient) as your pharmacy of choice to dispense any EPS prescriptions. Infohealth pharmacy is regulated by the General Pharmaceutical Council (“GPhC”) which sets the standards for pharmacy professionals and registered pharmacies in the United Kingdom. Infohealth is registered with the GPhC, number 1036487.

No. Under NHS rules, your GP surgery cannot direct you to use any Pharmacy. Every patient has the right to choose which pharmacy they would like to use for dispensing their medication. For further information please click the NHS UK link

You can contact us through the in-app “Ask a Question” function or by emailing us at [email protected]

Now Patient welcomes concerns, compliments and complaints as valuable feedback that will help us learn from your experiences and make improvements.  To lodge a formal complaint or leave feedback, please send an email to [email protected] and provide as much information as possible to allow us to investigate your complaint. Include the following:

• Your name and a valid email or home address for reply
• A phone number in case we need to contact you for additional information
• The particular part of the service you want to complain about
• A clear description of what you want to complain about and when this happened
• Any relevant correspondence

Now Patient will acknowledge all complaints no later than the third working day after the day the complaint is received.

The complaint will be investigated and you will receive the findings of the investigation along with an apology. You will also receive an explanation of any lessons learned or changes that will take place as a result of the findings of the investigation.  The investigation length will depend on what your complaint is about and how complex it is. Communication with you is important and we will keep you updated throughout the process.

If your complaints relate to NHS pharmacy services provided, and you are unhappy with the response that NowPatient® (Infohealth Pharmacy) has made to a formal written complaint, then you should raise your concerns with the General Pharmaceutical Council link

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.

Now Patient’s symptom checker is registered as a Class 1 Medical Device. It is designed by doctors and is Safe and FREE to use.  With the advantage of being 100% anonymous, you’ll receive a report that includes the Possible causes of your symptoms and also Information to help you decide the best next steps, including discussing the results with a Now Patient clinician in a real-time setting.

Our Website and App allow you to input your symptoms and other information and receive medically safe information about specific conditions to help you decide on what to do next and whether you need to see a doctor.  Our products and services can’t be used to get information about babies, children under the age of 16, pregnant women, people who are immunosuppressed or on immunosuppressive treatment, and people with complex or long-term conditions.  However, if you’re generally healthy and don’t have any ongoing or rare medical conditions, we can help you spot less serious conditions you can usually manage yourself.  

We are not a real-life doctor, which means we can’t:

• consider all the information a doctor can when interacting with you; 
• identify every possible condition or symptom you may have; and 
• always understand the information you provide

We often give suggestions about what you can do next, but you should only act on these if you think it’s appropriate for you to do so.  Always visit a doctor if:

• you’re in doubt
• your symptoms get worse; or
• your symptoms don’t improve

If your situation feels serious, always call the emergency services.

Remember, always consult with your doctor before making medical decisions based on information provided by our Website and App. Infohealth Limited is not liable for any decisions, acts or omissions you make.  The Symptom Checker is solely for supporting users in their decision as to whether there is a need to see a healthcare professional and it is not a diagnostic tool.  Reliance on information provided by the Symptom Checker is solely at your own risk and we hereby disclaim any and all express, implied, or statutory warranties to the fullest extent permissible by law.  The Symptom Checker is not a substitute for professional medical advice, diagnosis, therapy, or treatment and you should never rely on or make health or well-being decisions based on information provided by the Symptom checker without first consulting an appropriate health professional.

No, the Symptom Checker is free to use for all registered Now Patient users.

The Symptom Checker does not provide a diagnosis, medical advice or treatment recommendation. The suggested next steps are based on a group of people with similar characteristic such as your age, sex and health background, who are generally healthy and don’t suffer from any chronic or rare medical conditions. We can’t consider all the information a doctor can, and we are not liable to identify all possible conditions or symptoms.

Prescription treatment plans are for adults, based in the UK, who are experiencing health issues and who would like to receive an assessment and if applicable, a treatment plan from a qualified independent prescriber. Treatments are dispensed and delivered from our regulated pharmacy directly to your home or workplace.

For prescription treatments, you will be required to indicate the condition you would like to treat and then book a video consultation with one of our independent prescribers.  At the consultation, our prescribers will seek to understand your symptoms, health history and goals.  If applicable our independent prescriber may be able to issue you with a private treatment plan.  Our pharmacy will dispense and discreetly ship your treatment to your chosen address.

Your information is held safely and securely.  All data is secure and encrypted in transmission and at rest using AES-256 encryption, with restricted access. We also have additional protocols such as transparent data encryption (TDE) and are compliant with ISO 27001, HIPAA and cyber essentials standards. Your account is also protected with two-factor authentication, meaning only you will have access to your account. Please read our privacy policy for additional details on how we collect, protect and process your data.

Our independent prescribers are trained pharmacists who can also prescribe any medicine for any medical condition, subject to accepted accreditation and good clinical practice.  They are all registered with the General Pharmaceutical Council (GPhC) and each independent prescriber undergoes an extensive background check including a disclosure and barring service check (DBS).  In addition they undergo a rigorous license verification process.  When you book an appointment with our independent prescribers you will see their full name, license number and any specialised credentials they have.

No, Now Patient does not accept health insurance. We strive to keep the cost of our generic medicines low so that they are affordable even without insurance coverage. In many cases, our direct price may be cheaper than your copay.

Currently, we accept most major credit and debit cards, HSA and FSA cards as forms of payment.

Yes, we accept payments from both health savings accounts (HSAs) and flexible savings accounts (FSAs).

At Now Patient, you only need to pay for the price of your medicine.

We have streamlined and minimized the number of supply chain layers, allowing us to offer affordable prices.

Yes, you must have an active US prescription. After placing your order, you will need to provide us with your prescription.  You can ask your physician to send the prescription directly to our pharmacy using the electronic method (SureScript).

If the prescription is with your existing pharmacy you can request that they transfer the prescription to our pharmacy.

Yes, Now Patient can automatically refill your medicines for the duration of your prescription if you choose the auto-refill option at checkout. We will send you reminders before each refill to provide you with peace of mind. This also allows you to update your information, if needed.

Yes, simply instruct your prescriber to electronically send or fax your prescription to our partner pharmacy, just as you would with any pharmacy.

No, insurance is not necessary to order from Now Patient.

We carry over 1,200 of the most commonly used FDA-approved generic medicines. If you don’t see your medicine on our list, please reach out to the Now Patient Customer Care team or email [email protected].

At Now Patient, we only carry FDA-approved generic medicines. These generics have undergone a stringent review by the FDA to ensure their bioequivalence to the brand-name products. In certain cases, we also offer Authorized Generics, which are essentially generics made by the same brand companies.

Whether or not a generic medicine is prescribed is a conversation between you and your physician. Generic medicine is safe, effective, and contains the same active ingredients as the brand-name version, but it costs significantly less. Authorized generics are brand products manufactured by the same company, on the same production line, but with a different label. They have the same ingredients, color, and shape.

Our medicines are all FDA-approved and sourced from generic drug companies based in the United States. We have established enduring relationships with Pharmacies that adhere to strict quality production standards and comply with federal regulations.

We take great care to package your prescriptions securely. Your order will be shipped in discreet packaging to ensure privacy. Your medicine should arrive safely at your home within days of your prescription being validated.

Our partner pharmacies are fully licensed and provide shipping to all 50 states plus the District of Columbia. However, we are currently not available in American Samoa, Guam, the Northern Mariana Islands, Puerto Rico, and the U.S. Virgin Islands.

For expedited processing, please ask your provider to send your prescription to our pharmacy. Delivery estimates assume that all valid prescriptions related to your order are received from your provider or pharmacy electronically.

To ensure that refrigerated products maintain the correct temperature during transit, we will ship them in an insulated box with cold packs. The package will be clearly marked as containing temperature-controlled products. We will also include a temperature tab (monitor) that indicates if the package has been outside the appropriate temperature range for too long. All products will be shipped to arrive within 48 hours of leaving our partner pharmacy.

Generally, we ship medicine via USPS, and it should arrive promptly within standard delivery times.

Yes, we deliver to any address within the United States.

It’s easy to update your shipping address, prescription, and payment preferences for automatic refills or new orders. Simply log in to your account, via website or App and view your options from the menu on the left-hand side of your dashboard.  Alternatively you can email us at [email protected] to initiate any changes.

Yes.  We do not offer the option to check out as a guest. However, if you have regular or recurring medication needs, It is advisable to create an account to take advantage of auto-refill options and to manage and track your orders.

By signing up for a free account, you can:

• Easily manage, track, and reorder your medicines
• Save time and money by choosing auto-refill for your orders, locking in the lowest prices and receiving your orders automatically
• Enjoy the lowest prices on 90-day automatic refills
• Access to Symptoms Checker
• Access to Health Information and Education Resources

Unfortunately, we are currently unable to offer this service.

No, we do not provide this service.

You will be charged on the day that your order is processed for shipment, which typically occurs five business days before your current prescription runs out.

To fill your prescription, we require the following information:

•  First and last name
• Date of birth
• Email address
• Phone number
• Medicine name and strength
• Prescriber’s information
• Prescriber’s address and NPI number
• Payment method
• Health questions

We take the security of your personal information seriously. All prescription and personal data are safely stored on-site in a Health Insurance Portability and Accountability Act (HIPAA) and protected health information (PHI)-compliant server. You can request a copy of your information at any time by contacting the Now Patient Customer Care team.

Our team of pharmacists thoroughly checks every new drug against your current medications to ensure compatibility and avoid any potential negative effects. However, we always recommend consulting your primary care physician to confirm there are no adverse interactions.

Now Patient’s US Pharmaceutical services are provided by LATO DRUG COMPANY INC d.b.a ‘Post Haste Pharmacy’.

Post Haste Pharmacy is a Community/Retail Pharmacy located at 4401 Sheridan St, , Hollywood, Florida, 33021-3513.

Post Haste pharmacy is certified to store, prepare, and dispense medicinal preparations and/or prescriptions for local patient populations in accordance with federal and state law; counsel patients and caregivers (sometimes independent of the dispensing process); administer vaccinations; and provide other professional services associated with pharmaceutical care such as health screenings, consultative services with other health care providers, collaborative practice, disease state management, and education classes.

Unfortunately, due to regulations governing prescription medicines in most states, we cannot accept returns of prescription products for reuse or resale. All sales are final. If you need additional assistance, please contact us at [email protected]. Please dispose of prescription medication securely. If you have questions, please visit the FDA website for more information.

Mon-Fri: 9:00AM-6:00PM EST

Sat: 9:00AM-3:00PM EST

Sun: Closed

The NPI Number for Post Haste Pharmacy is 1710986203.

Currently, we service 40 states across the United States of America. However, we are working on increasing our coverage to all 51 states. When you register an account with Now Patient we will inform you if we are able to ship medications to your state.

If you have a new prescription written by your doctor – Ask your provider to send your prescriptions electronically. The provider can look up Post Haste Pharmacy using the NPI number 1710986203. They can also send the prescription by fax to (866) 892-3432. You will receive a notification or text message, once we receive your prescription and it has been dispensed.  Refills will then appear on your dashboard and under ‘my medications’ tab of the Now Patient app.  You will then be able to place subsequent orders, until your refills expire.

If you have an existing prescription with another pharmacy – Explain to your existing pharmacy that you want to transfer your prescription.  Give the names of the medications you want to transfer and ask your pharmacy to send your prescriptions to Post Haste Pharmacy using the NPI number 1710986203. They can also send the prescription by fax to (866) 892-3432. Transfer typically take 1-3 business days.  You will receive a notification or text message, once we receive your prescription and it has been dispensed.  Refills will then appear on your dashboard and under ‘my medications’ tab of the Now Patient app.  You will then be able to place subsequent orders, until your refills expire.  If you prescription has not transferred please contact your existing pharmacy.

The following prescriptions that cannot be transferred:

Schedule III, IV, and V medications are classified as controlled substances. You are only allowed one transfer with these types of medications, regardless of how many refills you have left. If you’ve run out of transfers, contact your doctor for a new prescription before attempting to switch pharmacies.

Some examples of Schedule III, IV, and V medications include Tylenol with Codeine, Xanax, and Robitussin AC or other cough suppressants with codeine.

Schedule II controlled substances are not able to be transferred at all due to the risk of substance abuse and dependency they pose. These medications also cannot be refilled, so your doctor will have to write you a new prescription whenever you run out. Examples of these substances include Adderall, Ritalin, and OxyContin.

Additionally, be aware that if any of your Rx medications have run out of refills, your doctor may require you to come in for an appointment before refilling the prescription.

transfer and ask your pharmacy to send your prescriptions to Post Haste Pharmacy using the NPI number 1710986203. They can also send the prescription by fax to (866) 892-3432. Transfer typically take 1-3 business days.  You will receive a notification or text message, once we receive your prescription and it has been dispensed.  Refills will then appear on your dashboard and under ‘my medications’ tab of the Now Patient app.  You will then be able to place subsequent orders, until your refills expire.  If you prescription has not transferred please contact your existing pharmacy.

The following prescriptions that cannot be transferred:

Schedule III, IV, and V medications are classified as controlled substances. You are only allowed one transfer with these types of medications, regardless of how many refills you have left. If you’ve run out of transfers, contact your doctor for a new prescription before attempting to switch pharmacies.

Some examples of Schedule III, IV, and V medications include Tylenol with Codeine, Xanax, and Robitussin AC or other cough suppressants with codeine.

Schedule II controlled substances are not able to be transferred at all due to the risk of substance abuse and dependency they pose. These medications also cannot be refilled, so your doctor will have to write you a new prescription whenever you run out. Examples of these substances include Adderall, Ritalin, and OxyContin.

Additionally, be aware that if any of your Rx medications have run out of refills, your doctor may require you to come in for an appointment before refilling the prescription.

Placing an order is easy. Simply search your medication and if you are happy with the cash-price, then select the medication and add to cart. You will then be prompted to pay for your order.

We will then send you a confirmation of your order. Before we can dispense and dispatch your medication, we will require a valid prescription.

You can ask your doctor to send us your prescription directly, alternatively, if your prescription is at your existing pharmacy, you can request that they ‘transfer’ the prescription to our pharmacy.

Transfers usually take 1-3 business days, from initiation.

Once we receive your prescription, our pharmacy will dispense and dispatch your order. This typically takes 2-5 business days.

You will be notified at every step, as to the status of your order. When the order is dispatched you will also receive tracking details, to you can track the progress.

As soon as we dispense your medication for the first time, we will add the number of refills available in the ‘My Medications’ section of your account. You will be able to see the name of your medication, the dosage and also how many refills are available.

When your refills expire, you should aim to send over a new prescription. When we receive the prescription, we will update your available refills.

The Pollen Meter gives you the pollen count levels in your local area. It can also give more detailed information about the types of pollen you can expect today. You can even click on the pollen type to see the breakdown of allergens to give you a further idea of which pollen you may be sensitive to.

Yes. You need to be a registered user of Now Patient to access the service

The Pollen Meter is a widget that is displayed on your account home page.  You will be able to refresh the meter once a day.

The Pollen Meter will automatically fetch live pollen data each time you login, up to once per day.

Pollen can lead to allergic rhinitis and also aggravate asthma symptoms.  Using the pollen count feature can help you plan and mitigate these health risks.

The meter is surfaced as a visual indicator.  Each type of pollen displayed will have a risk level ascribed to it, based on PPM.  Severity of pollen is dictated by the PPM number, which stands for Pollen Grains Per Cubic Metre.   The risk levels are denoted as Low, Moderate, high and Very High.

Yes.  Our service is NAB certified and compliant.  NAB is the National Allergy Bureau.

Yes. Our service is based on your location. If location services are turned off, then we will not be able to provide you with personalised pollen data.

Our Air Quality Monitor gives you Air Quality Index (AQI) count in your local area.

The Air Quality Index is based on measurement of particulate matter (PM_2.5 and PM₁₀), Ozone (O₃), Nitrogen Dioxide (NO₂), Sulfur Dioxide (SO₂) and Carbon Monoxide (CO) emissions.  AQI is an index score that runs from 0 to 500. The higher the AQI value, the greater the level of air pollution and the greater the health concern. For example, an AQI value of 50 or below represents good air quality, while an AQI value over 300 represents hazardous air quality.

AQI values at or below 100 are generally thought of as satisfactory. When AQI values are above 100, air quality is unhealthy, at first for certain sensitive groups of people, then for everyone as AQI values get higher.

The AQI is divided into six categories. Each category corresponds to a different level of health concern.

Yes. You need to be a registered user of Now Patient to access the service

The Air Quality Meter is a widget that is displayed on your account home page.  You will be able to refresh the meter once a day.

The Air Quality Meter will automatically fetch live Air Quality data each time you login, up to once per day.

Health can be significantly influenced by the quality of the air we breathe. Being subjected to air pollution, laden with detrimental particles and gases, can trigger various health issues, both immediate and prolonged.

Each day, we update the Air Quality based on your precise location. Air Quality is denoted as an index number.  The higher the number, the higher the risk.  

Yes.  We harness the power of on-ground sensors, remote satellite imagery, and a global proprietary sensor network to get credible data from multiple sources.

Yes.  Our service is based on your location.  If location services are turned off, then we will not be able to provide you with personalised Air Quality data.

Our health can be significantly influenced by the quality of the air we breathe. Being subjected to air pollution, laden with detrimental particles and gases, can trigger various health issues, both immediate and prolonged. The immediate repercussions of exposure to polluted air may include eye, nose, and throat irritation, headaches, fatigue, and dizziness. Existing conditions like asthma and allergies can be exacerbated, leading to symptoms such as coughing and wheezing. Sustained exposure to air pollution is associated with severe health consequences, such as chronic obstructive pulmonary disease (COPD), lung cancer, and cardiovascular diseases.

Now Patient provides a selection of at-home medical diagnostic tests. The tests cover a range of conditions and bio-markers that can give you insights into your risks of certain medical conditions.

For assurance, we have partnered with the UK’s largest diagnostic laboratory service which is UKCA and ISO accredited.

Our at-home medical test kits are particularly useful for people who are unable to get to a medical provider and are concerned about a particular condition and would like the convenience of performing a test at home.

The testing service is easy to use and can be performed in 3 simple steps

1. Select the test required

2. Take your sample (this may be a simple finger prick blood sample or a mouth swab)

3. Send the sample back (send back to our laboratory using the secure pre-paid envelope)

• Our automated laboratory departments operate 24 hours a day, 7 days a week and are UKCA certified

• Our kits have an outer seal design, with product and regulatory information and a tamper proof seal

• Now Patient kits are registered with the Medicines & Healthcare Products Regulatory Agency (MHRA) for distribution in the UK only

• Kits are available in multi language translation

• Each kit contains a warnings and precautions section with detailed information for the healthcare organisation and yourself as the patient

• Video instructions supporting the specific sample collection are provided with each Self-Collect kits. Videos are designed to emphasise the important steps associated with capillary blood sampling and does not supersede or replace the specific end user instructions provided with each kit

• Our clinicians infer your results and only release results after a consultation in a real-time setting

• All test kits have a certain level of inaccuracy therefore results can only be taken as estimates. It should be noted all tests are performed in strict accordance with the manufacturers’ instructions and test performance is regularly monitored through internal and external quality control for test result interpretation

• We do not recommend sending samples back between Friday noon and Monday morning due to delays.

• Tests cannot be performed if samples fall short of the quality, volume or other eligibility criteria. In these cases, the laboratory may need to reject the samples, and not carry out processing. Sometimes the laboratory is able to rectify a situation and although turnaround times may be affected, it avoids having to arrange for samples to be taken again

• Tests cannot be performed if incorrect sample types are received; samples are received unprotected from light, when they are required to be covered at the point of venepuncture; samples are received in incorrect containers; no sample received; samples mislabelled, unlabelled, or with no forms, or no clinical information, samples are broken or have leaked in transit; samples are contaminated (e.g. being in the same bag as a leaking sample); sample stability time has been exceeded (stability time is test dependant, and also refers to tests that can only be carried out on certain days of the week); samples are received in expired tubes

• Sample Reception will not accept samples packaged with needles of any kind

We will send you out the Test kit you have ordered, which will have instructions on how to collect your sample. Once collected, you simply pop it into the pre-paid envelope and send it to our lab.

Instructions for sample collection are enclosed in each collection kit. The most successful results are those by patients who follow the instructions provided.

Using the Royal Mail Tracked postal returns system, used across the UK to facilitate fast and effective delivery of samples to the laboratory. This service provides next morning delivery.  Samples are tracked and can be posted from any Royal Mail post box

The time taken for you results to arrive will depend on the test you have taken. Test results can take from 3 to 7 days to arrive from the day you posted your sample back to our laboratory.

Once we get the test results back securely from the laboratory, our clinicians will be notified and will review your results. They will then invite you to a video consultation to discuss the results.

Once the appointment is over, the clinician will release the results so you can share it with another healthcare provider such as your GP.  In some instances, and as long as we have your express consent, our clinicians may want to inform your GP of anything that may be concerning.

Yes, we follow strict General Data Protection Regulations (GDPR) which came in to force in May 2018. This places legal requirements on ourselves to ensure your personal data is managed securely with utmost confidentiality, records are maintained of the processing that is carried out, and to report when breaches of the regulation do occur. Our platform is also HIPAA compliant which means we are able to handle PHI (Personal Health Information) securely.

As part of the ongoing development of the self collection service the kit manufacture is aligned to the developing regulatory requirements around manufacture and UKCA and CE marking across the UK and EU. Test kits are assembled using high quality components and assembled within the UK, specifically using a quality system for medical device manufacture.

• Liver Function (LFT) – DL1

• Kidney Function (Urea and Electrolytes (U/E))

• Vitamin D (VITD)

• Testosterone (TEST)

• Lipid Profile (LIPP)

• HbA1c (GHB)

• Syphilis IgG IgM (SERJ)

• Chlamydia/Gonorrhoea (CCG/SCG)

• Ca125 (C125)

• HIV (HDUO)

• 7 STI’s by profile PCR (Dl12)

Liver Function (LFT) – DL1

If you are concerned about how drinking alcohol, being overweight or other factors in your life may affect your liver function, our Liver Blood Test kits can help you to make changes to your lifestyle. The Liver function test is an easy and convenient at-home finger-prick blood test kit, used to check for liver enzymes, such as alanine transferase (ALT) and gamma GT (GGT) and to measure your liver function for any signs of inflammation.

Avoid heavy exercise for 48 hours before taking the test. You do not need to fast before the test, but avoid fatty foods for at least eight hours before the test.

Kidney Function (Urea and Electrolytes (U/E))

If you have been diagnosed with kidney disease and want to monitor your kidney function, you are in a high risk group, or have high blood pressure and diabetes, or you simply want to check your kidney function as part of a general health check-up, our easy to use kidney function test is available.

Avoid heavy exercise for 48 hours before taking test.

Vitamin D (VITD)

Vitamin D is essential for maintaining strong bones, your immune system, and regulating mood. If you lack energy, often feel rundown or tired, are over the age of 65, spend most of your time indoors or have dark skin, you may be more likely to have low vitamin D. Use our easy and convenient finger-prick blood test to check your vitamin D levels at home.

Take this test before taking any other medications, vitamin or mineral supplements and avoid taking biotin supplements for two days before the test.

Testosterone (TEST)

Testosterone affects sex drive (libido), muscle mass, strength, healthy bones, energy levels, fertility and mood. Your testosterone levels can be affected by alcohol consumption, stress, and even exercise. Low testosterone levels can cause low sex drive and low mood. Testosterone levels also naturally decrease in both men and women with age. Use our easy and convenient home testosterone finger-prick blood test kit to measure your testosterone levels.

Take your sample before 10am. Do not take biotin supplements for two days before this test.

Lipid Profile (LIPP)

Cholesterol, also known as a lipid, is a fatty substance in your blood. It helps to make sure your cells work correctly, as well as making vitamin D and vital hormones such as testosterone and oestrogen. Too much cholesterol however, causes hyperchlolesterolaemia, which increases your risk of heart attack and stroke.

High cholesterol is usually caused by lifestyle factors such as eating too much fatty food and not exercising enough. Other factors can however also increase your risk. These include a thyroid condition, diabetes and a family history of high cholesterol.

Our at-home finger-prick Cholesterol Blood Test can help check your blood levels of total cholesterol, good and bad cholesterol, as well as triglycerides, allowing you take the appropriate steps to reduce your cholesterol levels.

Be aware, cholesterol levels are only one part of your heart health. You may still be at an increased risk of heart disease, even with healthy cholesterol levels, if you have other risk factors. Other medications such as steroids, diuretics and beta blockers may also lead to false raised cholesterol levels.

HbA1c (GHB)

Diabetes is a condition where blood sugar levels are too high. You may be at an increased risk of diabetes if you have a poor diet, lead a sedentary lifestyle, have a family history or are pregnant.

You may wish to do a diabetes test if you have a family member with type 2 diabetes or if you have any symptoms of type 2 diabetes, such as:

• Increased hunger, thirst, or urination

• Tiredness

• Blurred vision

• Sores that heal slowly

• Recurrent infections

The Diabetes Blood Test is an easy and convenient to use finger-prick test used to diagnose type 2 diabetes by measuring how much sugar is attached to the haemoglobin in your red blood cells. Haemoglobin A1c (HbA1c) is a long term measure of sugar levels in your blood and gives a good indication of average sugar levels in your blood over a 3 month period.

Syphilis IgG IgM (SERJ)

Syphilis is a STD (sexually transmitted disease) caused by the bacterium Treponema pallidum. It is spread through sexual contact and can cause serious health problems if left untreated. Our Syphilis Blood Test looks for IgG and IgM antibodies in your blood to confirm a past or current syphilis infection.

Do not take biotin supplements for two days before this test.

Chlamydia/Gonorrhoea (CCG/SCG)

Chlamydia and gonorrhoea are both STI’s (sexually transmitted infections) caused by chlamydia trachomatis and Neisseria gonorrhoeae. Symptoms of chlamydia or gonorrhoea include an unusual discharge from the penis or vagina or burning when you urinate.

If you have had unprotected sex and want to test for these common STIs in the privacy of your home, then this is the test for you. Tests are most accurate if you test for chlamydia 14 days from the date of infection and gonorrhoea after 7 days. A short course of antibiotics is the standard treatment for a chlamydia or gonorrhoea infection.

Ca125 (C125)

The Ovarian Autoantibodies test is an immunology blood test measuring for your ovarian autoantibodies. This blood test can be used to investigate and monitor several conditions with support from ourselves, including allergies, immunodeficiencies and autoimmune responses.

Results from your Blood Tests will be available within 4 days of our lab partners receiving your sample.

HIV (HDUO)

HIV (human immunodeficiency virus) is a viral infection usually caught during unprotected vaginal or anal sex with an infected person. HIV can also be transmitted through blood by sharing needles. Also, a mother can pass it on to her baby during pregnancy or in breast milk.

HIV attacks your immune system, weakening your ability to fight infections and illness. If untreated, it may lead to the development of acquired immune deficiency syndrome (AIDS).

Our finger-prick HIV blood test can be taken from 4 weeks after exposure, in your own home. The test should be repeated at 12 weeks post-exposure to confirm the results. You are recommended not to take biotin supplements for 2 days before performing this test.

7 STI by profile PCR (Dl12)

A quick and comprehensive urine and vaginal test to check for 7 of the most common STIs (sexually transmitted infections) – Chlamydia trachomatis , N. gonorrhoea, Mycoplasma genitalium, Ureaplasma, Trichomonas vaginalis, Gardnerella vaginalis, Herpes Simplex I/II.

An STI test is the only way to check if you are infected as most STIs don’t show any symptoms, or your symptoms may be mild and missed.

It’s important to get checked as untreated STI’s can lead to further medical complications or the STI being spread. Most STI’s can be treated by taking a course of antibiotics.

If you think you have been exposed to HIV, hepatitis B or C then let us know how long ago this occurred. Samples should be taken 4 weeks after any exposure to hepatitis B. Tests should be taken at least 4 weeks after exposure to HIV, with a repeat test at 12 weeks. Do not take biotin supplements for two days before this test.

In England, around 15 million people have a long-term condition (LTC). LTCs are those conditions that cannot, at present, be cured, but can be controlled by medication and other therapies. The optimal use of appropriately prescribed medicines is vital to the self-management of most LTCs, but 30 to 50 per cent of prescribed medicines are not taken as recommended. Now Patient offers the New Medicine Service remotely to NHS users in England being prescribed new medications to treat eligible LTCs.  The service is funded by the NHS and is provided at no-cost to the user.  It aims to help patients manage newly prescribed medications by supporting them to make shared decisions about their care.

As a registered Now Patient user, whenever you obtain a prescription for a new medication, our systems can identify eligibility for the NMS service.  The NMS service is split into three parts.

1. Patient Engagement

When we identify that you are taking a new medication, we will check to see If you qualify for an NMS.  If you do, then we will give you information about the service and then send a notification to you to book a consultation with one of our NMS trained pharmacists.   This will be 7-14 days from the point you start taking your new medication.  At the point of booking, we will also obtain consent from you for providing this service.  This is required so we can communicate with your GP and provide information to NHS England, NHS Improvement and the NHS Business Services Authority (NHSBSA), if required.

2. Intervention

The first remote consultation usually lasts around 10 minutes and our pharmacist will assess your adherence to the medicine(s), identify problems and determine if you need for further information and/or support.

Our pharmacist will provide advice and further support and will agree one of the following next steps with you:

1. that you are adhering to the medicine(s) and no problems have been identified – agree time for the follow up consultation (typically between 14 and 21 days after this consultation).

2. problems are identified and it is the clinical judgement of our pharmacist that intervention by the patient’s prescriber or PCN clinical pharmacist is not required – agree the time for the follow up consultation (typically between 14 and 21 days after this consultation) and any appropriate remedial steps to be taken by the patient in the meantime.  Such steps could include a reasonable adjustment (e.g. to use of items such as reminder charts).

3. problems are identified and it is the clinical judgement of the pharmacist that intervention by the patient’s prescriber is required.  No follow up consultation. At this point the service will have been completed.

Depending on the condition, our pharmacists may offer you advice on healthy living / public health topics.

3. Follow-up

The pharmacist will assess your adherence to the medicine(s), identify problems and determine your need for further information and support.

Our pharmacist will provide advice and further support and will agree one of the following next steps with the patient:

1. that you adhering to regimen. At this point the service will have been completed.

2. problem identified – pharmacist and patient agree solution. At this point the service will have been completed.

3. problem identified – referral to the GP practice for review.  At this point the service will have been completed.

The following long term conditions are eligible:

• asthma and COPD

• diabetes (Type 2)

• hypertension

• hypercholesterolaemia

• osteoporosis

• gout

• glaucoma

• epilepsy

• Parkinson’s disease

• urinary incontinence/retention

• heart failure

• acute coronary syndromes

• atrial fibrillation

• long term risks of venous thromboembolism/embolism

• stroke / transient ischemic attack

• coronary heart disease

Yes.  We only offer this service to existing users who are nominate Now Patient as their nominated pharmacy.

The service is only available to NHS users in England.  The service is not available in the United States.

Depending on the outcome of the NMS, our pharmacists will use their clinical judgement to decide if they need to contact your GP.  Any communications with your GP are only made with your express consent.

Yes.  Now Patient operates from a HIPAA, DTAC compliant platform that assures the highest levels of information security and allows us to safely handle PHI (Patient Health Information).  Clinicians who access our systems do so on a Zero Trust basis backed with SSO technologies.

1. Help you manage newly prescribed medicines for an long term condition, supporting you to make shared decisions about your long term condition

2. Increase your adherence to treatment and consequently reduce medicines wastage

3. Enable the early identification of issues with newly prescribed medicines (e.g. adverse drug reactions or medicines usage problems) and support you to resolve them or highlight them to your prescriber

4. link the use of newly prescribed medicines to lifestyle changes or other interventions to promote well-being and promote health

5. increase access to advice, improving medicines adherence and knowledge of potential side-effects

6. Through increased adherence to treatment, reduce avoidable medicines-related hospital admissions and improve your quality of life

There is no charge to you.  The NHS funds this service for NHS users in England.

Our FINDRISC (Finnish Diabetes Risk Score) calculator is an AI driven prediction tool that identifies patients with a 10 year risk of developing type 2 diabetes mellitus. It requires no laboratory testing and has been validated in multiple populations.

The FINDRISC tool was designed by Lindström and Tuomilehto in 2003, is a widely used tool for predicting the risk of developing type 2 diabetes mellitus. Now Patient’s FINDRISC calculator is developed with the permission of Jaana Lindström.

By using FINDRISC we can identify if you are at-risk of developing diabetes.  We can then apply educational interventions such as lifestyle modification advice which can help you reduce your risks. FINDRISC has been shown to reduce the incidence of diabetes.

FINDRISC uses age, BMI, physical activity, vegetable & fruit intake, medical treatment of hypertension, history of hyperglycemia and family history to determine risk of developing diabetes.

If you score is not appearing on the home page, then it is likely we are missing information.  Please submit the missing information by completing your health profile information and we will calculate your risk score.

We classify your score into the following bands:

We will surface your score on your account home page.  If you are ‘at risk’ of developing diabetes, you can book a FREE consultation with one of our clinicians who will be able to educate you on lifestyle modifications that can help reduce your chances of developing diabetes.

As a Now Patient user, access to the feature is FREE.

The FINDRISC widget is available in all countries including the United Kingdom and United States.

Body mass index (BMI) is a classification measure that applies to adult men and women.  It uses your height and weight to determine if you are at a healthy weight. A healthy weight is a number that is associated with a low risk of weight-related diseases and health issues.  We surface your results using information in your health profile.  The results are presented in the BMI Calculator widget which is available on the home page of your account on the Now Patient application.

If you have completed your health profile information, then we can calculate your risk score without you having to do anything.  You will find your score on your account home page.

If you score is not appearing on the home page, then it is likely we are missing information.  Please submit the missing information by completing your health profile information and we will calculate your risk score.

We classify your score into the following bands:

If you are Black, Asian or from another minority ethnic group, then you have an elevated risk of developing long term chronic conditions such as Type 2 Diabetes.  Ethnicity increases the risk of health issues with a BMI of 23 or more.

Although we do not use this in the calculation, waist size is important because carrying too much fat around your stomach, which can raise your risk of heart disease, type 2 diabetes and stroke, even if you have a healthy BMI.

1. Find the bottom of your ribs and the top of your hips

2. Wrap a tape measure around your waist midway between these points

3. Breathe out naturally before taking the measurement

BMI uses your height and weight to work out if you’re a healthy weight, underweight or overweight. Your BMI result is not the perfect measure of your overall health. It can’t tell if you’re carrying too much fat or you’ve got a lot of muscle. The adult BMI doesn’t take into account age, sex or muscular build.

This means that:

• Older adults can have a healthy BMI but still have too much fat. This is because older adults tend to have more body fat than younger adults

• Women can have a healthy BMI but still have too much fat. This is because women tend to have more body fat than men with the same BMI

• If you’re from a black and ethnic minority group, you’re at increased risk of type 2 diabetes with a BMI of 23 or more

• An athletic adult with a lot of muscle may have a high BMI but not be overweight. This is because BMI can’t tell the difference between fat and muscle

Taking these limitations into account, the BMI is a relatively straightforward and convenient way of initially assessing your weight. If you are pregnant, you should use your pre-pregnancy weight to work out your BMI. Using your pregnancy weight may not be accurate.

The BMI risk score is available for use in Adults over 18 years of age.

If you have an eating disorder, the BMI calculator results do not apply. Please get further advice from a GP. If you are pregnant, you can use the calculator, but you must use your pre-pregnancy weight.

The BMI risk score is available to all users of Now Patient, including the United States and United Kingdom.

Yes.  There is no charge for accessing this service.

Our ambulatory ride service is brought to you by our collaboration with Uber Health.

It is available to Now Patient users in the United States and the United Kingdom.

Yes.  You need to have registered account with Now Patient.

Whenever patients lack access to transportation, they potentially miss out on medical care. Our collaboration with Uber Health means we can give our users access to two pathways to ensure that they never miss an appointment with a healthcare provider, because they do not have access to transport.  This reduces missed appointments and improves health outcomes.

You have two ways to book a ride.  The first method of booking a ride is at the same time you are booking an appointment with your GP using our application (United Kingdom Customers Only). This means that once you have a confirmation of a GP appointment, you can simultaneously and seamlessly book a ride to take you to the appointment and bring you back home.

The second way, is to book a ride on-demand.  For example, if you have a hospital or physician appointment, you can use the Now Patient App to book a ride to the appointment site and bring you back home, once the appointment is concluded.  This method is available in the United Kingdom and United States.

Once a ride is booked, you will receive secure notifications tracking the journey.  You can check the status your ride in the Now Patient application.

Making provisions for transportation is important.  It means you are less likely to miss an appointment, due to the lack of transport resources.  This has an overwhelming positive impact on the health system by reducing no-show costs and also for you, so that you don’t miss an important appointment that could directly affect your health or medical care.

You can book a ride from the app, in advance of your medical appointment or you can also book on-demand.

Yes, your safety is our priority.  Uber Health drivers are fully background screened and vetted (In the UK, they all undergo Disclosure and Barring Service  (DBS) checks. Our integration with Uber Health is HIPAA-compliant and the technology used ensure we are able to assure your safety before, during and after every ride.

Yes.  The service is fee based.  You will receive a quote at the point of booking.  If you accept we will take your payment and confirm your booking.

Pharmacogenomics (PGx) informs you about how DNA variants may influence your body’s ability to process certain medications. Now Patient, is able to identify which patients may benefit from this service.  The service promises to personalise pharmacotherapy by using an individual’s genetic profile to guide optimal drug and dose selection.  It is the UK’s first private service of its kind.

In psychiatry, the selection of antipsychotics and antidepressants is generally led by a trial-and-error approach.

The prescribing of these medications is complicated by sub-optimal efficacy and high rates of adverse drug reactions (ADR’s). This means your therapy may not be working as expected.

PGx results can guide the prescriber to optimise the dosing and ensure that therapy is both effective and personalised to you.

Now Patient currently tests for 2 gene panels to help you understand how the medications you take may interact with them.   Our laboratory check for mutations and has a validated sensitivity of >99%.

The 2 gene panel tests we offer are:

• CYP2C19

• CYP2D6

CYP2C19 and CYP2D6 are important drug-metabolizing enzymes that are involved in the metabolism of over 30% of all medications.  It covers common drugs groups like anti-depressants and anti-psychotics.

Now Patient can uses a risk algorithm to identify suitable candidates based on a number of parameters including medication currently taken.  If we feel it may benefit you, we will make the option available on your home screen.

1. Select the test required.  You will be shown a list of tests available to you, if you are eligible.  Alternatively, you can search your medication on the Pharmagenomics service page

2. Take your sample (We will send you out a DNA buccal kit, which will have instructions on how to collect your DNA.  This is a non-invasive procedure, and we just need your buccal saliva sample)

3. Send the sample back (send back to our laboratory using the secure pre-paid envelope)

Instructions for sample collection are enclosed in each collection kit. The most successful results are those by patients who follow the instructions provided.

Using the Royal Mail Tracked postal returns system, used across the UK to facilitate fast and effective delivery of samples to the laboratory. This service provides next morning delivery.  Samples are tracked and can be posted from any Royal Mail post box

The time taken for you results to arrive will depend on the test you have taken. Test results can take from 3 to 7 days to arrive from the day you posted your sample back to our laboratory.

Once your results are ready we will contact you to arrange a tele-health consultation with one of our clinicians. Here we will discuss the results of your test and offer advice on your next steps. At the end of the consultation, the results will be made available to you on your account.  You are able to download these and share with your GP, if required.

Yes, we follow strict General Data Protection Regulations (GDPR) which came in to force in May 2018. This places legal requirements on ourselves to ensure your personal data is managed securely with utmost confidentiality, records are maintained of the processing that is carried out, and to report when breaches of the regulation do occur. Our platform is also HIPAA compliant which means we are able to handle PHI (Personal Health Information) securely.

Yes, this is currently a private service.  However, in the future, this may change and may be funded by the NHS.

We use a laboratory in Germany that complies with the fundamental guideline on Quality Assurance for clinical laboratory testing of the German Medical Association (Bundesarztekammer).

Furthermore, the requirements of DIN EN ISO 15189:2014 are met and are established in our quality management manual as integrated management system based on the certification according to DIN EN ISO 9001 :2015 and the requirements of the Rili-BAK (2019).

Healthcare doesn’t have to be a lonely journey. We’ve teamed up with clinicians, pharmaceutical manufacturers and health care charities to create a ‘space’ for our users to connect and learn. You’ll have access to a wide range of rooms that relate to your conditions or interests. Our community forum service also allows you to connect with and directly message other Now Patient users who are going through similar health challenges. It is available to users in the United States and the United Kingdom.

Forums help us to engage.  You will be able to gather views, connect with other people and hear different perspectives on health conditions that you relate specifically to you.

We use artificial intelligence to identify which groups can help support you to better manage your own health. For example, if you suffer from COPD or Diabetes, we will recommend rooms where other users with the same condition can interact.  This allows for powerful peer support.

You can also browse the rooms available and join directly by visiting the Community Forum page.

User can send messages to you only if you connect with them.  When you received a message it will be displayed in the notifications section of your account.

Yes.  Messages are not viewable by Now Patient.  They remain strictly private and only viewable by the intended recipient.

Aside from actively engaging with other users with common health conditions, we also allow pharmaceutical companies and healthcare charities introduce support into groups.  This means we continuously advocate for patient learning.

Yes.  As a Now Patient user, you have free access to the community forum.

Yes, your safety is our priority. Our rooms are moderated by clinicians.  We actively promote healthy user engagement and sharing of experiences.

You may not use the Forum:

• In any way that breaches any applicable local, national or international law or regulation

• In any way that is unlawful or fraudulent or has any unlawful or fraudulent purpose or effect

• For the purpose of harming or attempting to harm minors in any way

• To bully, insult, intimidate or humiliate any person

• To send, knowingly receive, upload, download, use or re-use any material which does not comply with our Content Standards

• To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam)

• To knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware

• In any way that involves child sexual exploitation or abuse

• To upload terrorist content

You also agree:

• Not to reproduce, duplicate, copy or re-sell any part of our Website or App in contravention of the provisions of our Terms of Use

• Not to access without authority, interfere with, damage or disrupt:

  • any part of our Website or App;

  • any equipment or network on which our Website is stored;

  • any software used in the provision of our Website or App; or

  • any equipment or network or software owned or used by any third party

A Contribution must:

• Be accurate (where it states facts)

• Be genuinely held (where it states opinions)

• Comply with the law applicable in England and Wales and in any country from which it is posted

A Contribution must not:

• Be defamatory of any person

• Be obscene, offensive, hateful or inflammatory

• Bully, insult, intimidate or humiliate

• Promote sexually explicit material

• Include child sexual abuse material

• Promote violence

• Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age

• Infringe any copyright, database right or trade mark of any other person

• Be likely to deceive any person

• Breach any legal duty owed to a third party, such as a contractual duty or a duty of confidence

• Promote any illegal content or activity

• Be in contempt of court

• Be threatening, abuse or invade another’s privacy, or cause annoyance, inconvenience or needless anxiety

• Disclose any third party’s personal data without their consent (Third Party Data). If we receive Third Party Data from you, we will assume that you have obtained their explicit consent to transfer it to us and will treat it in accordance with our Privacy Policy, particularly the “Family Accounts” section

• Be likely to harass, upset, embarrass, alarm or annoy any other person

• Impersonate any person or misrepresent your identity or affiliation with any person

• Give the impression that the Contribution emanates from us, if this is not the case

• Advocate, promote, incite any party to commit, or assist any unlawful or criminal act such as (by way of example only) copyright infringement or computer misuse

• Contain a statement which you know or believe, or have reasonable grounds for believing, that members of the public to whom the statement is, or is to be, published are likely to understand as a direct or indirect encouragement or other inducement to the commission, preparation or instigation of acts of terrorism

• Contain any advertising or promote any services or web links to other sites

• Purport to diagnose or treat any medical condition, disease, disorder or injury or provide medical advice to other users

• Seek medical advice from other users in relation to any medical condition, disease, disorder or injury

• Promote or advertise any named medicinal product

• Sell, offer to sell, supply or offer to supply any medicinal product

Everyone is eligible to use the Now Patient Rx Advantage Card. This is not a health insurance program, however, presenting this prescription savings card to your pharmacist can help you and your family get discounts on your prescriptions.

No. The Now Patient Rx Advantage Card is free to use. After you select your medication, the card is stored in your account.

It’s easy to use. You simply present the card which is stored on your account to your pharmacist when you fill your prescriptions. This card is not a health insurance program and cannot be combined with any other third-party insurance, including Medicare and Medicaid.

In the majority of cases, Yes. However, the price could differ if you searched for a different quantity or strength than your prescription. In addition, our price is based upon an estimate of which NDC (national drug code) is most common for the selected strength and form of the drug. If your pharmacy has a different NDC drug in stock, the price may differ as there could be multiple prices for the same drug if they have different manufacturers.

You can find pharmacies near to you, that accept our Card. Ask your pharmacy to run the card and check the price, even if they tell you they have another card they use.

We can help you save on most medications.

Prescriptions purchased with the Now Patient Rx Advantage Card do not count toward your deductible.

Yes. The Now Patient Rx Advantage Card can be used by anyone for FREE.

Yes. However, it cannot be used in conjunction with your insurance. The Now Patient Advantage Rx Card is not insurance and cannot be used with your insurance.

Copay cards apply savings to the cost of your medication, usually after your insurance covers a portion. It works in conjunction with your insurance.

• Uninsured – always will benefit 
• Commercial
  • If the drug is not covered
  • If the patient is in deductible 
  • The patient MAY benefit even if they have an insurance copay. One pharmacist estimated that the discount card price was cheaper than the copay ~25% of the time for generic medications, but we are not able to confirm this  
    • Because we are not able to accurately analyze this information, do NOT market this fact. We share it here so that you can understand how frequently this MIGHT occur. 
• Medicare
  • If the drug is not covered 
  • If the patient is in the deductible or donut hole the patient MAY benefit but there are drawbacks: 
    • Discount cards will not move the patient through their deductible/accumulator 
    • Insurance checks for drug-drug interactions and cannot do so if the claim is processed outside the plan 
  • Medicare patients cannot use a discount card (or a coupon) with their Medicare insurance.