FAQs

How do I get treatment if I test positive for an STI? 

You might be offered treatment by post. If this option is not available, we’ll advise you to contact your local sexual health clinic.  

You can find details of your local sexual health clinic on the ‘Find a clinic’ section under ‘Sexual Health Support’ tab on www.shl.uk. The SHL.UK team can help you get seen at the clinic if you’re having difficulty attending for treatment. 

• Gonorrhoea and syphilis - These infections cannot be treated with remote postal treatment. We’ll advise you to visit a sexual health clinic because they usually require injectable treatments and further tests will be offered. There is a global problem with gonorrhoea drug resistance, so further tests will be needed to indicate which treatment will work. 
• Chlamydia treatment - If you’ve tested positive for chlamydia only and have no symptoms, you can request treatment online through this service. Once your request is approved, you can click and collect your medication at any LloydsPharmacy (including those in Sainsbury’s stores) or choose next-day delivery.

How do I get routine contraception? 

After you log in or register, you will see the ‘Start a consultation’ box on the ‘My account’ page. If there is an option for ‘Consultation for contraception’, you can click on this to start a new consultation. Then select “Routine contraception”. Please note, this service is not available in all London boroughs.  

If you’ve been able to request the pill, patch or ring, you can choose delivery or collection from any LloydsPharmacy (including those in Sainsbury’s stores).  

Sometimes, you won’t be able to select the delivery option because we need a blood pressure, height and weight check in pharmacy before dispensing treatment. This is to ensure it is safe to prescribe this medication to you. 

How do I get emergency contraception? 

After you log in or register, you will see the ‘Start a consultation’ section on the ‘My account’ page. If there is an option for ‘Consultation for contraception’, you can click on this to start a new consultation. Then select “Emergency contraception” 

If emergency contraception (morning after pill) is prescribed, you’ll have to collect the medication from any LloydsPharmacy (including those in Sainsbury’s stores) or chose next-day delivery. If we need you to collect in store, you will only have this option. 

Do I have to pay for treatment or delivery? 

There is no charge for the consultation, treatment or delivery. Once your request is approved by LloydsPharmacy Online Doctor, you can click and collect your medication at any LloydsPharmacy (including those in Sainsbury’s stores), choose next-day or 48-hour delivery. 

Can you post my medication?

Yes, medications can be sent out by post. These will come from LloydsPharmacy Online Doctor, who help us provide our treatments. These medications include:  

• Chlamydia treatment 
• Emergency contraception (morning after pill) 
• Routine contraception: combined hormonal pill, patch or ring, and the progestogen only pill. 

Postal delivery is not available to all patients. If it is available, you will be given this option after you complete your consultation.  

Why can’t I choose to have my medication delivered? 

This might be for a few reasons. If you’re 16 - 17 years old or we need to check your blood pressure, you will only have the option to collect your treatment in your local LloydsPharmacy. This is to make sure the treatment is safe and the right one for you.  

I’ve requested a treatment, what happens next?  

On a weekday, our clinicians aim to assess your consultation within 1 hour. At the weekend, they aim to do this within 4 hours. After a clinician has assessed your consultation, there are 3 outcomes: 

• You are prescribed treatment 
• You are asked further questions (check your messages) 
• You are signposted to a more suitable service to meet your needs.  

Whatever the outcome, you will receive an email and a message in your Patient Record. 

How long does delivery take?

Delivery and collection times are as follows:  

Chlamydia treatment  

Next-day delivery 

• Orders approved before 4pm Monday-Friday will be delivered the next day  
• Orders approved between 4pm Friday and 12pm Sunday will be delivered on Monday 
• If your order is approved after 12pm Sunday it will be delivered on Tuesday 

Collect in pharmacy
If your order is approved before 5pm you can collect in pharmacy the same day. We advise ringing your chosen pharmacy before to double check they've got your prescription ready. This is because there are sometimes delays in the pharmacy or they are very busy. If you have requested treatment after 5pm, you’ll need to wait until the next day. 

Emergency contraception 

Next-day delivery 

• Orders approved before 4pm Monday-Friday will be delivered the next day 
• Orders approved before 3pm Saturday and Sunday will be delivered the next day 
• Orders approved after this time will be delivered the following day 

Collect in pharmacy
If your order is approved before 5pm you can collect in pharmacy the same day. We advise ringing your chosen pharmacy before to double check they've got your prescription ready. This is because there are sometimes delays in the pharmacy or they are very busy. If you have requested treatment after 5pm, you’ll need to wait until the next day. 

Routine contraception  

48-hour delivery
Orders approved before 4pm will be delivered within 48 hours. Please allow extra time if you place your order over a weekend or Bank Holiday.

Collect in pharmacy
If your order is approved before 5pm you can collect in pharmacy the same day. We advise ringing your chosen pharmacy before to double check they've got your prescription ready. This is because there are sometimes delays in the pharmacy or they are very busy. If you have requested treatment after 5pm, you’ll need to wait until the next day. 

Please note, in some cases patients will be asked to collect in pharmacy. 

Bank Holidays 

All services will be affected over Bank Holidays (including Easter and Christmas), so it’s best to leave extra time for delivery.  

Emergency contraception will not be available for delivery over Bank Holidays as it is a time sensitive treatment.

How do I know if my treatment has been prescribed?  

Once one of our clinicians has prescribed treatment, you will receive an email as well as a message in your Patient Record. 

How do I know if a clinician has looked at my consultation?  

Once one of our clinicians has assessed your consultation, you will receive an email and a message in your Patient Record. 

I made a mistake in my consultation, what do I do?  

Contact us as soon as possible by sending a message in your Patient Record. 

My consultation has been rejected, what should I do now? 

A clinician will have sent you a message in your Patient Record. This tells you why your consultation has been declined and where you can go for further advice. 

If you have further questions about your consultation, you can send us a message in your Patient Record. 

I want to speak to someone about my treatment – how can I do this? 

We’re happy to help with any questions you have about your treatment.  The best way to do this is by sending a message in your Patient Record, a clinician or member of our patient advisory team will reply. For non-clinical queries, you can call us on 020 7118 8855. 

What do I do when I go to the pharmacy?  

Tell the pharmacist that you are collecting a medication. It’s helpful to tell the pharmacist that you have ordered through the ‘Online Doctor’ service. The pharmacist will confirm your name and date of birth. It’s also helpful to bring ID (ideally something with your name, date of birth and a photo, like a driving license or passport). 

Do I need to sign for delivery? 

Someone should be at the delivery address to receive the delivery. The courier may ask for a signature or sign for you. 

When can I collect from pharmacy? 

If your treatment is prescribed, you will receive a message in your Patient Record.  

You can collect your prescription the same day, provided you place your order before 5pm.  

Please ring your chosen pharmacy before you collect, just to double check they've got your prescription ready. 

I want to change my click and collect / delivery option – what should I do? 

Please message us by logging into your Patient Record. If you want to change from delivery to click and collect, tell us the new pharmacy address. 

Alternatively, call us on 020 7118 8855. Phone lines are open 8am – 6pm Monday to Friday and 9am – 5.30pm Saturday (due to COVID-19, opening times may vary). 

I want to collect from a different pharmacy – what should I do? 

Please message us by logging into your Patient Record. Tell us the new pharmacy address. 

Alternatively, call us on 020 7118 8855. Phone lines are open Mon-Sat 9am-11am, 3pm-5pm. 

I want to change my delivery address – what should I do? 

Please log back into your account and update your address details on your profile. Then send us a message confirming the new delivery address. 

Alternatively, call us on 020 7118 8855. Phone lines are open Mon-Sat 9am-11am, 3pm-5pm. 

Is the packaging discreet? 

Don’t worry, all our packaging is discreet. Anybody who sees the package won’t know what’s inside it, just that it has been sent out by LloydsPharmacy.  

The pharmacy can’t find my prescription. What should I do? 

Ask the pharmacy to call LloydsPharmacy Online Doctor. Phone lines are open Mon-Sat 9am-11am, 3pm-5pm. If the pharmacists can’t contact us, you may need to come back to the pharmacy later. 

Alternatively, you can send us a message in your Patient Record and come back to the pharmacy later.  

How long do I have to click and collect my treatment? 

You should try and pick up your treatment as soon as you can. Chlamydia treatment and emergency contraception should be taken as soon as possible. Prescription are valid for 6 months from the date they are issued, after this time you will not be able to collect your medication. 

If you no longer want medication from us, please send us a message in your Patient Record.