Frequently asked questions

NowPatient is a digital health-technology platform functioning as both an online pharmacy and telehealth service. Packaged as a Class I software medical device, it’s accessible via web browser or mobile app (iOS and Android), and offers users worldwide on-demand access to virtual consultations, prescription services, and AI-powered health tools.

What It Does

• • NHS Online Pharmacy: Order NHS-approved prescriptions (UK)
  • Drug Savings: Access major US drug-savings programs (coupons, savings cards, manufacturer assistance, Canadian drug savings).
  • Virtual Consultations: Get treated for a wide range of medical conditions by expert clinicians using a secure telehealth link.
  • Medication Management: Set up refill & dose reminders, view private treatment plans, and track chronic conditions like diabetes or hypertension.

• Health-Monitoring Tools: Use AI-driven assessments for genetic risk tests, home test kits and blood-pressure monitoring.
• Wellness Insights: Access real-time pollen counts, air-quality data, BMI and type 2 diabetes risk scores, plus comprehensive health-condition information.

Get started today and benefit from Medication Reminders, Get Treated Privately, NHS Online Pharmacy, GP Appointment Booking, Rx Savings Card, Drug Coupons, US Drug Savings Programs, Health Conditions Information, Genetic Testing, Home Test Kits, BMI Risks, Type 2 Diabetes Risks, Pollen Meter, Air Quality Monitor, and lots more!

Our service is operated by experienced medical professionals in the United States and the United Kingdom.

You can view the online services we provide by clicking the link below:

Features

NowPatient has offices in the United Kingdom and United States.

In the UK, we are located at:

NowPatient
28 Chipstead Valley Road
Coulsdon
Surrey
CR52RA

In the US, we are located at:

NowPatient
8911 North Capital of Texas Highway
Suite 4200 #1263
78759
Austin, TX

NowPatient is owned and operated by Infohealth Ltd, a licensed online pharmacy with services spanning the UK, US and Rest of the World. Infohealth Ltd is registered in England and Wales under company number 04004930 and our registered office is at Lynwood House, 373 – 375 Station Road, Harrow, England, HA1 2AW.

Our website is www.nowpatient.com. Our App is called “NowPatient” and can be downloaded from the App Store (for Apple devices) or Google Play (for Android devices).

To contact NowPatient, please use the contact form available on the Contact Us page.

Alternatively, if you need to speak to us, you can reach us on the following numbers:

UK telephone number – 020 388 51 500
US telephone number – 1-866-967-1977

Our office hours are:

UK – Monday-Friday 9am-6pm GMT
US – Monday-Friday 8am-5pm EST

Please note that we are closed at weekends.

In the event of a medical life-threatening emergency please call:

UK – 999
US – 911

In the event of a medical emergency which is not life-threatening please call:

UK – 111

Android and Apple applications

You now download our NowPatient app for both Apple and Android.

• Android – Google Play Store
• Apple – Apple App Store

Web app

NowPatient is also available as a web application that you can access from any device via our website to: 

• Register – https://app.nowpatient.com/register
• Log in – https://app.nowpatient.com/login

Simply access our website from any device (laptop, tablet, smartphone) and click on “Login” to access the NowPatient web application. 

If you haven’t registered, please access our website and click on “Get Started” to register with us.  

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

NowPatient’s Pharmaceutical services in the UK are provided by Infohealth Limited trading as ‘Infohealth Pharmacy’.

Our dispensing pharmacy is regulated and authorized for internet sales by the General Pharmaceutical Council (GPhC), registration number 1036487. You can view our license credentials on the General Pharmaceutical Council website. Our superintendent pharmacist who is responsible for the safe and effective oversight of medicines supplies is Mr Amish Patel (Registration Number 2042705).

Medicines are not ordinary items of commerce. All medicines or healthcare product sales are made under the supervision of a registered pharmacist who is licensed by the GPhC. At all times, we endeavour to provide a professional and transparent service whose primary goal is to ensure that the best interests of the patient are served.

Our prescribing services are regulated by the General Pharmaceutical Council (GPhC). We provide the following regulated activity:

• treatment of disease, disorder, or injury
• transport services, triage, and medical advice are provided remotely
• caring for adults over 65 years old
• caring for adults under 65 years old

NowPatient prescribing services are run by Infohealth Limited. The Clinical Safety Officer and nominated individual is Mr Navin Khosla.

Our head of US services is Dr. Jamie Winn.

You can lower the cost of your prescription medications using our various savings programs which include drug coupons, savings card and manufacturer-sponsored patient assistance programs.

Follow the steps below to book a consultation:

Follow the steps below to checkout:

Yes. NowPatient provides trustworthy and accessible clinical, health education and prescription services. We are also trusted by the NHS to deliver clinical and NHS repeat prescription dispensing across the whole of England. In the United States, we work with over 65,000 pharmacies to deliver considerable costs savings for our users.

NowPatient is operated by experienced licensed medical professionals in the United Kingdom and United States. Our Medical Team can be found here.

Our service is trusted by thousands of patients worldwide. You can read their reviews on our Trustpilot:

NowPatient Trustpilot

Yes. NowPatient is fully insured to provide pharmacy & prescribing services. Insurance not only provides peace of mind but also provides an effective safety net for both you and our clinicians.

Insurance is more than just a financial safeguard, it is a signal of legitimacy and accountability.

We insure our services, so that it:

• Shows you that we are compliant with all laws and industry standards in the markets that we operate.
• Shows you that we are committed to standards of professionalism.
• Reinforces your confidence that you are dealing with a reputable provider.

We are insured by the National Pharmacy Association in the UK.

The scope of the services covered include:

• dispensing of prescriptions
• telehealth prescribing services.

In addition, all of the clinicians that operate on our platform have their personal indemnity insurance & scope of clinical practice validated and checked before they are able to provide services.

NowPatient 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 NowPatient 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”

You can view our security standards and policies:

https://nowpatient.com/features/safe-and-secure

We accept most major credit and debit cards through our website, including American Express. We are able to accept digital wallet payments via ApplePay and GPay. Unfortunately, we do not currently accept PayPal.

The payment currencies we currently accept are USD ($) and GBP (£). 

Our cancellations and returns policy can be accessed from the link below.  

https://nowpatient.com/cancellation-returns

From time to time, we accept that our service levels may not be up to your expectations. NowPatient welcomes concerns, compliments and complaints as valuable feedback that will help us learn from your experiences and make improvements. Feedback can be provided via our clear and transparent Complaints Procedures.

If you have an issue when using the app please contact our support team or send us an email at support@nowpatient.com.

If you’d like to be removed from our mailing list, you can contact us here and we would be happy to change this for you.

When we remove you from our mailing list you stop receiving marketing communications, however, you’ll still receive service notifications like delivery notifications and important messages relating to the services that we provide you.

To change your email address, you can do this from your account once you have logged in or via the app directly.

To change your password, you can do this from your account once you have logged in or via the app directly.

If you have forgotten your password, select the ‘forgotten your password’ option when signing in and follow the instructions. Please note you must have access to your account’s email address.

As part of our terms of use, we require you to nominate our pharmacy to dispense your NHS prescriptions. If we receive notification that we have been de-nominated then your account will be automatically suspended. Do not worry, if you did not mean to denominate NowPatient, we can reactivate your account easily. You can do this by calling or emailing us but the easiest way to reactivate your account is by logging into your account, where you will see a suspense screen asking you if you would like to re-nominate NowPatient. If you confirm the re-nomination request, then your account will be reactivated. If, however, you wish to change pharmacy, then your account will be deleted. All your information will be deleted except for data that is held in line with our data retention policy, which we are required to maintain, by law.

You can delete your account yourself.  This can only be done once you have logged in to your account.

You will need to navigate to your profile settings and select the ‘Delete Account’ button.

This will trigger the deletion of your account. Your data will be deleted, however, any data related to the provision of healthcare services such as NHS prescriptions and Get Treated Privately will need to be held for statutory purposes as outlined in our data retention policy. This is our legal obligation as part of the services that we provide. The data is held in a secure database in the UK and is only used for regulatory and compliance purposes.

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. NowPatient is compliant with the GDPR standards.

NowPatient 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.

To learn more about the General Data Protection Regulation (GDPR) please visit the ICO website.

HIPAA laws are a series of federal regulatory standards outlining the lawful use and disclosure of protected health information in the United States. HIPAA compliance is regulated by the Department of Health and Human Services (HHS) and enforced by the Office for Civil Rights (OCR).

HIPAA Compliance requires companies that work with protected health information (PHI) to implement and follow physical, network, and process security measures. NowPatient is HIPAA compliant, including all its approved Business Asssociates (BAs).

The NHS DTAC stands for the Digital Technology Assessment Criteria. It’s a set of common minimum standards used by the NHS and social care bodies in England to ensure that digital health technologies, such as apps, clinical systems, web portals, and connected medical devices, are:

• Clinically safe
• Data‑secure and GDPR compliant
• Cyber‑secure and technically robust
• Capable of interoperating with NHS systems
• Usable and accessible for everyone

DCB0129 and DCB0160 are NHS clinical safety standards that ensure digital health technologies are safe to use in healthcare settings.

• DCB0129 applies to developers and suppliers of health IT systems. It requires them to assess and manage clinical risks during the design and development of their products.
• DCB0160 applies to NHS organisations or care providers who are deploying health IT systems. It ensures clinical risks are assessed and managed during implementation and use.

Both standards require a Clinical Safety Officer (CSO) and formal documentation showing how safety risks are identified, evaluated, and mitigated.

They are a core part of meeting NHS DTAC requirements for digital health technologies.

Cyber Essentials Plus is a UK government-backed certification that requires an external audit and shows that our organisation has strong protections against common cyber threats.

It’s the higher level of the Cyber Essentials scheme and includes:

• A hands-on technical audit by an independent assessor
• Internal and external vulnerability scans
• Testing of our devices, networks, and security controls

Cyber Essentials Plus goes beyond self-assessment by verifying that our cybersecurity measures actually work in practice. It’s a key requirement for many NHS and government contracts, and is often needed for DTAC compliance.

DSPT stands for the Data Security and Protection Toolkit. It’s an online self-assessment tool used by organisations that access NHS patient data.

The DSPT helps ensure our organisation:

• Meets NHS data security and GDPR requirements
• Handles personal health information safely and legally
• Follows the NHS Data Security Standards

All organisations working with NHS data, including app developers, care providers, and digital health companies, must complete the DSPT annually to demonstrate compliance.

It’s also a required part of DTAC certification.

ISO 13485 is an international standard for quality management systems specific to the build of medical devices, including medical software.

For our engineering teams, it ensures:

• Quality is built into our design, development, and maintenance of our medical software
• Our processes meet regulatory requirements for safety and performance
• We maintain full documentation, risk management, and testing practices

NowPatient is classified as a medical device (e.g. diagnostic tools, clinical decision support). ISO 13485 compliance is often required for regulatory approval in the UK, EU, and globally.

It demonstrates our commitment to building safe, reliable, and compliant health technology.

A Class I medical device is the lowest-risk category of medical devices, as defined by the UK Medical Device Regulations (and similarly by the EU MDR).

NowPatient is categorised as being non-invasive and low risk to patients or users and is a Class I medical device that has been self-certified and registered with the UK government agency – MHRA (Medicines & Healthcare Products Regulatory Agency) and meets all applicable safety and performance requirements.

Yes. NowPatient is classified as a Class I medical device under European Union Medical Device Regulation (EU MDR 2017/745). This classification is reserved for non-invasive, low-risk devices that do not sustain or support life and have minimal potential for harm to patients or users.

In the European Union, NowPatient is:

Classified and self-declared as a Class I device under the EU MDR 2017/745

• Compliant with the General Safety and Performance
• Requirements (GSPR) under Annex I
• Subject to a documented Clinical Evaluation (as required under Annex XIV), demonstrating safety, performance, and alignment with intended use

The product is non-sterile, non-measuring, and not intended for reprocessing, which qualifies it to remain under self-certification without the involvement of a Notified Body.

NowPatient is developed and maintained under a Quality Management System (QMS) certified to ISO 13485:2016, ensuring:

• Traceability and controlled documentation
• Robust design and development processes
• Risk management throughout the product lifecycle
• Corrective and preventive actions (CAPA)
• Effective post-market surveillance (PMS) and vigilance procedures

As a Software as a Medical Device (SaMD), NowPatient adheres to the following internationally recognised standards:

• IEC 62304 – Lifecycle processes for medical device software
• ISO 14971 – Application of risk management to medical devices
• IEC 62366 – Usability engineering for medical devices
• ISO 13485 – Quality management systems for medical devices
• GDPR / UK GDPR – Data protection and confidentiality

A Clinical Evaluation has been performed for NowPatient in accordance with EU MDR Annex XIV and UK MDR guidance, using:

• A review of clinical literature and post-market data
• Risk-benefit analysis
• Real-world use and outcomes monitoring

This evaluation confirms that the device performs as intended and is safe for its users and patients.

NowPatient 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 NowPatient’s Data Protection Officer at support@nowpatient.com.

Yes. This means that NowPatient 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.

If you are a UK user, to request the data that NowPatient hold on you please email support@nowpatient.com. 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 are a US user, to request the data that NowPatient hold on you please email support@nowpatient.com. You can obtain an electronic or paper copy of your medical record. We will provide a copy or a summary of your health information, usually within fifteen (15) days of your request. We may charge a reasonable, cost-based fee. You can also ask us to provide an electronic copy of your electronic health record to a designee of your choice.

If you would like to request your data to be deleted, please send your request to support@nowpatient.com. You will then be sent an online request form to complete. Your request will be processed within 7 days. If you are a UK user and have received certain NHS services from NowPatient, 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.  If you are a US user, please send your request to support@nowpatient.com.

Records are retained as per the following policy:

Data Retention Policy