Before Your Appointment

• Find a quiet, private space where you feel comfortable to talk openly.
• Check your internet connection and ensure your phone, tablet, or computer is charged or plugged in.
• We’ll send you a secure link to join the call — usually no downloads or special apps are needed.

On the Day

• Please be ready a few minutes before your booked time so you can join calmly and without rush.
• Keep to hand any useful details such as:
  • a list of your current medications
  • your symptoms and when they began
  • photos or home readings (if relevant to your consultation)

Privacy & Courtesy

• Online appointments are one-to-one — please attend alone unless a parent or carer is required.
• Please don’t record the consultation — we’ll make professional notes and send any follow-up information you need.
• Try to avoid speakerphone or noisy surroundings to protect your privacy and help us hear you clearly.
• If video doesn’t connect smoothly, we may switch to a phone call using your registered number.

Running Late or Need to Reschedule?

If you’re running late, please let us know as soon as possible. We’ll always do our best to help,
but our pharmacists and clinicians often run back-to-back sessions.

To cancel or reschedule your appointment, you can:

• Use the link in your confirmation email
• Send us a Chat Message
• Or call 01639 630000

Please give at least 24 hours’ notice wherever possible so we can offer your slot to someone waiting.

Cancellations with less than 24 hours’ notice for paid services may not be eligible for a refund,
but we’ll always try to be fair if something unexpected happens.

After Your Appointment

You may receive a short feedback message by text or email. If there’s anything we can improve, we’d love to hear from you.

If you had a positive experience, we’d be so grateful for a quick Google review —
it helps others in our community find trusted online healthcare when they need it most.