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Patient stories: How our clinicians improve your health experience
Treated has a dedicated customer service team and years of experience helping patients through any issues and questions.
Below, you’ll find real stories where our clinical or customer service teams have helped patients, from resolving treatment concerns to sorting out shipping problems.
Medically reviewed by
Sanjeda Chowdhury, Superintendent Pharmacist + Independent Prescriber
Shipping issues
We take pride in the fact that we provide a distinct level of care for each and every one of our patients, so they can feel supported and empowered to make choices that work best for them. Sometimes that simply means updating details like a delivery address when plans change.
Here’s an example of how our superintendent pharmacist Mrs Sanjeda Chowdhury, together with the Treated customer service team, handled this kind of situation:
“A patient messaged us shortly after their prescription was approved to request a change in delivery address. I picked up this request promptly from our message inbox and reviewed the order status. As the order had not yet been shipped, I ensured the request was actioned in time by directing the query to the customer services team and alerting the dispensary team so the delivery details could be updated in time and the order dispatched correctly.
“As a result, the treatment was sent to the correct address without any delays or delivery issues.”
Medication is not the right fit
While we take care to ensure every patient receives the right treatment, sometimes the first option isn’t the best fit. That’s why we keep things open and continue to monitor how our patients respond to treatment, so we can adjust it when needed and help them find what works best for their health and goals.
“A patient had been using Orlistat for weight management,” Mrs Sanjeda Chawdhury recalls, “but was feeling disappointed because they were not achieving the results they had hoped for and were finding the gastrointestinal side effects difficult to manage.
“As their clinician, I reviewed their progress, medical history, BMI, and any existing health conditions to see whether an alternative treatment would be more suitable. We discussed different weight management options, including the benefits, risks, and expected outcomes of switching to Wegovy, as they enquired about this injectable treatment.
“I explained how Wegovy works compared to their previous treatment, Orlistat, discussed potential side effects and the importance of ongoing monitoring, and ensured they understood how to use the medication safely alongside making lifestyle changes.
“Together, we agreed on a treatment plan that better suited their goals and individual health needs. In this case, the patient was keen to try Wegovy due to the once-weekly dose as opposed to taking Orlistat three times a day.”
Complex medical history
We offer expert-led healthcare, helping people to better understand their treatment options, make informed decisions, and feel more in control of their health. Due to pre-existing medical conditions, for example, some of our patients aren’t sure which treatments are suitable for them. But our experienced clinicians are always there to offer clear and detailed information and advice.
“A patient with type 2 diabetes and a high BMI was unsure which HRT options were appropriate for them because they were concerned about the risk of blood clots,” Mrs Sanjeda Chawdhury told us.
“I reviewed their medical history, discussed the risks and benefits of different types of HRT, and explained that topical HRT, such as patches, gels, or sprays, is generally associated with a lower risk of blood clots than oral HRT.
“I answered their questions, addressed their concerns, and supported them in making an informed decision about the safest and most suitable treatment option for their health.
“In this case, the patient chose a combined patch, as she required both oestrogen and progesterone. Plus, the combined patch, which only needs to be changed twice a week, was a lower-maintenance option that better suited their busy lifestyle.”
Sensitive conditions
We take an open-minded, non-judgemental approach to healthcare. That means listening properly, speaking honestly, and working together with our patients to find the best solution for them. We believe anyone seeking treatment online should feel comfortable and supported, without embarrassment or stigma.
For example, some patients feel self-conscious about conditions like erectile dysfunction, menopause, or hair loss. In these cases, a supportive and respectful approach can make it much easier for them to get the help they need.
Here’s an example of how our superintendent pharmacist, Mrs Sanjeda Chowdhury, supported a patient in this situation:
“A man in his mid-40s completed a consultation for erectile dysfunction. He explained he had been experiencing this for several months now and felt embarrassed discussing his symptoms, worried about being judged. I handled the conversation sensitively and professionally, reassuring him that erectile dysfunction is a common and treatable condition. By encouraging open discussion, I was able to better understand his symptoms, concerns, and treatment goals.
“After reviewing his medical history, cardiovascular risk factors, and current medications, I discussed the available treatment options, including sildenafil and tadalafil. I explained the differences between them, such as how long they last, the different strengths available, how quickly they work, and the possible side effects.
“Together, we agreed that he would try sildenafil first. I also reassured him that he could message us at any time if he had any further questions, which helped him feel reassured, informed, and supported throughout the process.”
Bottom line:
These stories showcase the kind of excellent everyday support our teams provide, from helping with practical issues like delivery changes to reviewing treatment when something isn’t working, or guiding patients through more complex or sensitive health concerns.
Treated means healthcare on your terms. Your schedule. Your health. Your lifestyle. So, in all of our interactions with you, we focus on listening, fully understanding your situation, and working with you to find the best next step for your health.
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Disclaimer: The information provided on this page is not a substitute for professional medical advice, diagnosis, or treatment. If you have any questions or concerns about your health, please talk to a doctor.
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