Your questions answered.

We’re a healthcare provider that believes in health autonomy.

We think you should have the power to choose better.

Good health is your right, and your choice. So our experts are here to show you what treatments are out there, and what’s safe. But you get to decide what’s best.

Consult with our doctors and pharmacists online. Get advice and suggestions on what treatments are safe for you. Choose the option that’s best for you, and get your treatment as often as you need it.

Treated is for anyone over 18 who wants to take control of their health.

Whether you’re looking for expert advice on a specific health issue, or just want to make getting your regular medication easier: we can help you find what you need.

Doctors, GPs, pharmacist prescribers and specialists: we work with experts from a range of areas. For example, some have specialist experience in sexual and reproductive health (like our Clinical Lead, Dr Daniel). Others have spent years working in community pharmacy and general practice (like our Specialist Prescriber Craig and Superintendent Pharmacist Sanjeda) and know their way around different medications. We’ll always try to match you with the right person depending on what you’re looking for.

Every Treated clinician is licensed to practice in the UK. Our doctors are all with the GMC and our pharmacists with the GPhC. You’ll always be able to see their registered number and check out their credentials when you interact with them.

Each member of our clinical team also has their own profile where you can find out more about them.

We have our own based in the UK, called Treated.com pharmacy. It’s a purpose-built pharmacy hub supervised by Superintendent Pharmacist Sanjeda Chowdhury, and registered with the GPhC and the MHRA. It’s also the base for our clinical operations and is registered with the CQC.

You can find more info about the services our pharmacy offers in our Practice Info.

It all starts with a consultation. You can do this online, in your own time; so you don’t need to book an appointment or organise a call. We’ll ask you a few questions so we can get to know you better, and get a picture of your health. Sometimes, we’ll drop you a message if there’s anything specific we need to know that isn’t covered in the consultation.

Then we’ll make personalised recommendations for you. We’ll show you which treatments are safe. But we know that you might prefer a particular brand or have a price range in mind. So you’ll get to choose the one option that suits you better.

After you’ve chosen your preference, we’ll create a prescription for you, and this will be dispensed at our pharmacy. When it’s ready, we’ll ship your treatment to you by special delivery.

From start to finish (beginning your consultation to your treatment arriving) the whole process takes about 24 hours during weekdays. If you chat to a doctor on a Friday or during the weekend, you’ll normally get your treatment the following Tuesday.

When you get treatment on a subscription, we’ll carry on shipping your treatment as often as you’ve chosen to get it. This might be every month, two months, three months or longer depending on your package.

We’ll stay in touch regularly to make sure your treatment is working for you. And when it’s time for us to renew your prescription, we’ll let you know.

Our consultations are all online and only take a few minutes. You can do them at any time that suits you.

When you start a consultation, you’ll be asked a few questions about your health, and anything else that’s relevant to the treatment you’re looking for. Based on your answers, we’ll show you some options that we think could be right for you, and you can choose your preference.

Our clinician will review your information and your preferred choice of treatment. They’ll tell you if your preferred option is right for you, or recommend any alternatives they think could be better. Sometimes, they’ll message you if they need more info or want to ask anything specific.

You’ve got the option to ask our clinician a question after your consultation too if there’s anything else you need to know.

Usually about 3 or 4 minutes. Sometimes, they might take a little longer if there’s more to cover.

If you take one before 5pm, our clinician will normally get back to you with advice and treatment suggestions on the same day. If you take one after 5pm, you’ll usually hear from our clinician the morning after.

Sometimes this can take a little longer if we need more info from you. But if we do, we’ll always message you right away to let you know.

Yes.

We know health, but you know you. We believe in shared decision-making. So you can tell us if you have a treatment in mind, or we can help narrow down some options for you.

If it’s regular treatment you need, you’ll also get to choose a quantity (how much you need) and a frequency (how often you want it delivered). Again, we’ll help to narrow down the doses and quantities we think are safe for you, so you can choose the right one.

Good health is a partnership between you and an expert. So if our clinician thinks the preference you’ve chosen might not be right for you, they’ll suggest alternatives. If they can’t recommend a specific treatment or think you need to see a doctor or specialist in person, they’ll point you towards someone who can help.

You can ask our clinician a question anytime you need to.

If you’re subscribed to a care plan, you’ll get access to our clinicians for the whole time your subscription is active. If you’ve come to us for a one-off treatment, you’ll get access to them for a whole year after.

Just log in to your account and drop them a message. It can be about anything health related, and doesn’t have to be about the specific thing you’ve consulted about.

Basically, all of our prescriptions are digital.

Our clinician will create an e-prescription for you when you’ve agreed on a treatment. They’ll forward this to our pharmacy to be dispensed.

Yes. Some of our treatments are available on a subscription plan. When you get a prescription for these, it can remain valid for a month, three months, six months or a year depending on the treatment. So you’ll carry on getting repeat deliveries of your treatment for as long as your prescription is valid.

If you’re subscribed to a treatment plan and your prescription is running out, we’ll catch up with you to see how your treatment is going. If everything with your treatment is going well and you want to continue, we’ll issue you a new prescription. But if it’s not working out for you or you want to change your treatment, we’ll go through some other alternatives with you. You can then choose something else and your prescription will change straight away.

Not everything. Some of our treatments are only available as ‘one-off’ options, because you’ll only use them once or for a short period of time.

Sometimes you might be able to get a repeat prescription for these treatments, but we won’t keep on delivering them automatically. You’ll need to take a consultation for a repeat prescription so we can make sure your treatment is still right for you.

Yes. If you’re subscribed to a treatment plan, you can pause or stop it any time. You can easily do this from your account by pressing a button.

If you want to restart your subscription after you’ve paused it, you can do this from your account too. How long you leave it on pause for is up to you.

If your prescription is still valid, you won’t need to take a consultation again when you restart your subscription. Your plan will just resume.

But if your prescription has expired since you paused, you’ll need to answer a few health questions just so we can check if anything has changed.

All you need to do is sign in to your account and hit the ‘Edit’ button on your plan. You’ll be asked what it is you’d like to change: whether it’s your medication, the dose, the amount you get, or how often you get it.

Some changes will become active right away. If you’ve requested a change in medication, our clinician will just need to check this first to make sure it’s safe for you. It doesn’t normally take very long for them to review a change; usually they’ll get back to you on the same day.

Because sometimes a one-off is all you need.

Our subscriptions are mostly for long-term treatments you use continuously or for a set number of months. But some treatments you only need to take once or for a very short period of time. So for any medication that doesn’t require a repeat prescription, we’ll offer it as a ‘one-off’.

When you come to us for one-off treatment, you’ll still get access to our experts. You’ll be able to ask them anything you need for a whole year after getting treatment. We’ll also stay in touch with you after you’ve finished your treatment just to make sure it’s worked for you, and give you any other advice you need.

You’ll need to do your consultation online, but we can talk you through it over the phone. Or if you’re halfway through and get stuck, you can call us for help.

Our clinicians might call you over the phone if there’s more information they need, and sometimes it’s easier to do it this way than to send you a message. But they’ll always let you know first to expect a call so you can make sure you’re ready, and in a place where you can talk.

If you’re unhappy with the treatment we’ve suggested, you’ve got the option to ask for something else. Our clinician will take a look at the selection they’ve suggested and see if there’s another treatment that could work.

But if there still isn’t an option there you’re happy with, it’s probably best to speak to your doctor in person. Our clinicians will always put your health first and only offer what they think is safe for you. If they can’t offer something specific, they’ll usually tell you why.

Sometimes, having an in-person consultation with a doctor means that they can do a more thorough examination, and make recommendations that a clinician can’t online.

If we don’t think any treatments we have are safe for you, we’ll tell you. And we’ll give you a reason.

This might be because of something in your medical history, or another medicine you’re taking. But sometimes it might just be that we don’t think any treatment we have will help you.

We won’t just leave it there. If we can’t help you, we’ll point you in the direction of someone else that can: whether it’s your GP, your local health services or a specialist.

And if you don’t get treatment, you won’t pay for your consultation.

Call 999, or go to hospital. We can’t help or offer advice in emergency situations, so you should get help in person.

Yes. You can get a one-time delivery of a subscription treatment by choosing a subscription schedule but pausing it as soon as your first delivery of treatment arrives. Your subscription will then be paused indefinitely until you decide to unpause it.

Generally, the treatments we offer on a subscription are the type that you’ll take on a repeat basis over a prolonged period of time. But we understand that sometimes you’ll just want to ‘plug the gap’ by getting this type of treatment once.

One of the good things about our subscriptions is that you can pause and unpause them as many times as you like – so if you wanted, you could just unpause each time you need to reorder your treatment, without the hassle of having to go through the whole consultation each time and select your treatment.

To take an online consultation, find the condition you’re looking for treatment for, and you’ll see a button that says ‘Start’. You’ll then be taken to some questions from our clinician so they can suggest some suitable treatments for you.

Yes, you can get more than one treatment at the same time as long as they’re safe to take together.

You’ll need to take separate consultations for each condition you need treatment for, because the questions we ask for each condition are different. If you get more than one treatment from us on subscription, you can also manage these treatments individually.

We aren’t always able to offer multiple treatments for the same condition – we can only multiple treatments together if they’re safe to take in combination.

But switching treatments within the same condition is easy to do if you want to change to something else.

If you’re already receiving treatment from us for one condition, and take a consultation for a second condition, it’s still important you update your medical profile with the medications you’re already getting from us. This helps our clinicians to make sure they’re offering treatment that’s safe for you.

Yes, Treated is available in over 20 countries across the world.

To find our service in your country, hit the country selector at the top of the page.

If you can’t see your country listed, it means we’re not available where you are yet. (But we’re expanding all the time, so watch this space.)

The clinician may decline your request for treatment if:

• you’re already receiving a different treatment from us (or another provider) that could potentially cause interactions
• you’re already receiving a similar treatment from us that treats the same condition and can’t be used in conjunction with the treatment you’re requesting.

In certain cases, multiple treatments for the same condition can be used together (combination treatment) because they work in different ways to complement the effects of each other. But it’s unlikely you’ll be able to receive two treatments together if either is designed to be taken alone or if they work in exactly the same way.

If you’re already taking treatment for a specific condition but there’s another treatment for the same condition you want to try, you can request to switch treatments – just sign in to your Treated account, go to ‘All treatments’ and select ‘View treatment’ on the one you want to change. From there, you can request a different treatment from those available, and you’ll be asked to answer a few questions to help our clinician check that’s it’s suitable for you.

Yes. To use Treated, you must be at least 18 years of age.

For certain conditions or treatments, there may be additional restrictions in place. If you’re under or over a certain age, specific treatments may not be recommended or licensed for use. In such cases, we may be unable to prescribe treatment, or may only be able to prescribe a treatment off-label.

If we can’t recommend a treatment due to your age, we’ll advise you to see your GP in person for further advice.

We don’t currently have a feature that enables you to select a specific clinician. Your consultation will usually go to the first available clinician for assessment.

However, if there’s a specific Treated clinician you’ve had contact with before and who you’d like to consult with again, let us know when completing your consultation (at the end of the medical questions we usually ask: ‘Is there anything else you’d like to mention to the doctor?’). We may be able to direct your consultation to that clinician, although due to availability, it may take longer for your consultation to be assessed and for your treatment to be approved.

There are several reasons why we may need to cancel your order, other than cancelling it at your request.

If the clinician reviews your consultation and doesn’t think they’re able to offer a treatment that’s safe and suitable for you, they’ll decline your order and usually advise you to see your GP.

Sometimes, this might be because we don’t offer the most suitable treatment for your specific case. It could also be that you may benefit from further tests or examinations prior to treatment, that can only be performed in person (and not through an online consultation).

If you’ve requested a specific treatment that isn’t in stock, we’ll usually try to find an alternative to recommend for you. But this might not always be possible, and we may have to cancel your order for this reason.

We don’t currently offer treatment for mental health conditions.

Our sister service, Focused, is an online ADHD clinic, offering assessments and prescriptions for ADHD (which, we know, is a neurodevelopmental condition rather than a mental health condition, but can often have an impact on mental health).

But besides this, if you’re looking for support or treatment for a mental health condition, we recommend speaking to your GP.

Everything. The price of your medicine, consultation with our expert, your prescription if your treatment needs one, and next-day delivery from our pharmacy.

You’ll also get access to our clinicians to ask them anything you want for the whole time you’re subscribed if you’re on a plan, or for a whole year afterwards if you come to us for one-off treatment.

If you’re looking for the price of a specific medicine, you can see it on our list of prices.

We won’t spring any hidden extras on you just before you’re about to pay.

From time to time, we do change our medication prices. But if we do, and you’re on a subscription with us, we’ll always try to give you as much notice as possible so you can talk to us about switching to something else. We’ll also send you an email asking you to review your treatment every time it renews, so you’ll have the opportunity to amend it.

No. You can message our clinicians any time you need to, and it’s free.

You’ll get full access to our clinicians for as long as you’re subscribed to a treatment plan with us. If you get treatment with us as a ‘one-off’, you’ll get access to them for a whole year afterwards.

(It doesn’t have to be questions about the treatment you have with us. You can ask us anything health related.)

You can pay by credit card, debit card, or PayPal.

If you’re on a subscription and want to change how you pay, you can do this anytime by logging into your account.

We’ll use your preferred payment method if you’re coming to us for a repeat of your ‘one-off’ treatment. But if your card has expired or you originally paid through PayPal, we’ll ask you for your payment details again.

Yes, we accept payments through PayPal. When you get to the payment page after choosing your treatment, just select PayPal as your payment method. You’ll then be directed to PayPal to enter your PayPal login.

No, we don’t accept cash payments or ‘cash on delivery’. The payment methods we accept are credit or debit card.

When you set your plan up, you’ll be asked to select how often you want to receive treatment, and your payment method.

You’ll make your first payment when setting your plan up, and your repeat payment 5-7 days before your repeat delivery is due to be sent.

If you pause your subscription, your payment will be paused too. If you choose to skip a delivery, you’ll skip that payment.

Yes. You can log in to your account and amend your payment method any time you like.

We can’t give refunds for returned prescribed medications.

If you want to cancel your order, it’s best to get in touch with us as soon as you can.

Call us if you’re unhappy for any reason or haven’t received your medication.

You won’t be able to claim back the cost of your medication through the NHS, because we’re a private service.

If you have a health insurance plan that covers private healthcare, it’s possible you might be able to claim back the cost of medication you get through us, depending on your policy. But we can’t process these claims for you: you’ll need to check your policy for more info.

Your medication is shipped from our own UK-based pharmacy, HR Healthcare.

We’re registered with the GPhC and the MHRA, and all the medicines we stock are from reputable wholesalers. We’re also FMD compliant, which helps us to make sure your medicines are genuine.

For most medication delivery only takes one working day. This means that if your prescription is approved before 4pm on a weekday, you’ll get your medication the day after. If it’s after 4pm, then it may take an extra day to get to you.

Any prescriptions approved on a Friday or over the weekend are normally delivered on the following Tuesday.

Sometimes, yes.

Most of the medications we have don’t need to be refrigerated. But for the ones that do, we’ll ship these in a fridge pack so it can stay at the right temperature in transit.

Medications that need to be kept at fridge temperature are usually injectable treatments.

To avoid medication being left in a fridge pack for a prolonged period, we tend not to ship this type of medication on a Friday. But if we delay sending your medication for this reason, we’ll always let you know.

Currently, we can only deliver medication Monday to Friday.

Yes, our courier will require a signature before your package can be delivered. This signature doesn’t necessarily have to be from you – an adult who is present at the delivery address can sign for your package on your behalf.

Our boxes are a little too large to fit through most letterboxes, so you’ll need to be in to receive your medication delivery.

You’ll get a card through your door letting you know we missed you. You’ll find info on this card on how to rearrange delivery.

To change your delivery address, sign in to your Treated account, and go to ‘Billing and delivery addresses’. From here you’ll be able to make changes to your delivery address (just make sure to hit ‘Save’ once you’re done).

If you want to change your delivery address but your order has already been shipped:

• with DPD, you’ll usually be able to change your delivery address on their site once you have a tracking number. Changing your delivery address during transit may cause it to arrive later than expected.
• with Royal Mail, changing your address mid-transit isn’t currently possible. However, you do have the option to change your delivery day, or request that your parcel be delivered to a post office instead.

If your order has been placed or approved by the clinician, but hasn’t been shipped yet, we recommend letting us know as soon as possible by contacting our customer care team.

Yes. Your health is between you and our clinician. So everything you tell us is private.

You can read more in our privacy policy.

Because we’re a healthcare provider, we do need to keep some of your info on file for a certain amount of time after you’ve had treatment from us.

It’s normally 13 years after you last received treatment or advice from us. If you were pregnant at the time you got treatment or advice from us, it’s 25 years.

We’re required to do this by law, and it helps us to look out for your safety. For example, if there was ever something discovered about a medication after we prescribed it for you, keeping this record means we can contact you to let you know.

We think it’s good practice to share details about your treatment with your GP. So we’ll ask during your consultation if you want to do this.

For a small number of treatments, we’ve made this compulsory. But for most, you’ve got the choice whether to let them know or not.

You’ve got the option to delete your account. But because we’re a health provider, we’ll still need to keep your info on file for a certain period of time, because we have to by law.

Yes. Basically, there are two types of email we send: promotional emails and service emails.

At the bottom of any promotional emails we send, you’ll see an unsubscribe option at the bottom.

But we’ll send regular updates on the progress of your medication by email too. So you won’t be able to unsubscribe from these emails, because they contain vital info about your medication.

(If you stop using our service, you won’t receive any more of these emails from us.)

If you’ve forgotten your password, you can reset it by hitting the forgot password link. You’ll get instructions on how to recover your account emailed to you.

But call us if you’re still having problems logging in, or can’t remember what email address you used to sign up.