How Caremacy Works & Important Safety Information
We want you to feel confident using our service. This page explains how Caremacy works, what to expect, and important safety information you should know before starting.
1. Is Caremacy right for me?
What we treat
Caremacy is designed for non-urgent health conditions that can be safely treated through an online consultation. These include:
- Weight management (including prescription weight loss treatments)
- Hair loss
- Erectile dysfunction
- Skin conditions (such as acne)
- And other conditions we add over time
Who should NOT use Caremacy
Our service is not suitable for everyone. Please do not use Caremacy if:
- You are under 18 years old
- You are experiencing a medical emergency
- You feel very unwell right now
- You do not live in England, Scotland and Wales
When to seek urgent help instead
Call 999 or go to A&E immediately if you have:
- Chest pain or tightness
- Difficulty breathing
- Signs of a stroke (face drooping, arm weakness, speech problems)
- Severe allergic reaction
- Heavy bleeding that won't stop
- Thoughts of harming yourself or others
- Any other symptom that feels like an emergency
Contact NHS 111 (online or by phone) if you need medical help but it's not an emergency, or if you're unsure whether you need to go to A&E.
Caremacy is not a replacement for emergency care or your GP for urgent problems.
2. What you can expect from us
Here's how our service works, step by step:
Create an account
Sign up with your email address and create a secure password. We'll ask for some basic information about you.
Complete an online consultation
Answer questions about your health, medical history, and the condition you want to treat. Please answer honestly and completely – this information helps our prescribers make safe decisions for you.
Some questions are "red flag" questions designed to identify people who may not be suitable for online treatment. If your answers suggest you need in-person care, we'll let you know.
Verify your identity
Before we can issue a prescription, we need to confirm you are who you say you are. You'll be asked to take a photo of your ID and a quick selfie. This protects you by making sure no one else can get medication in your name.
A prescriber reviews your consultation
A UK-registered prescriber (a doctor or pharmacist independent prescriber) reviews your consultation. They check your answers, consider your medical history, and decide whether the treatment is safe and appropriate for you.
You receive a decision
The prescriber will either:
- Approve your consultation and issue a prescription
- Decline your consultation (with an explanation and advice)
- Ask for more information if they need clarification
Pay and receive your medication
If your consultation is approved, you can proceed to payment. The pharmacy prepares the medication and dispatches it using tracked delivery, with updates at each stage.
We inform your GP
For most prescriptions, we send a letter to your GP to let them know about your treatment. This is good clinical practice – it helps your GP keep your medical records up to date and coordinate your care.
3. Your responsibilities
To help us provide safe care, we ask you to:
Be honest and accurate
- Answer all consultation questions truthfully
- Tell us about all your medical conditions and medications
- Don't leave out information because you're worried about being declined
Read the medicine information
- Read the Patient Information Leaflet that comes with your medication
- Follow the dosage instructions
- Be aware of possible side effects
Keep us informed
- Tell us if your health changes
- Update your details if you move or change GP
- Let us know if you have any concerns about your treatment
Seek help when needed
- Contact us if you have questions about your medication
- See your GP or seek urgent care if you experience worrying symptoms
- Don't wait if something feels wrong
4. Safety features built into Caremacy
We've built safety into every part of our service:
Clinical screening questions
Our consultation includes questions designed to identify people who may not be suitable for online treatment. If your answers raise concerns, you may be advised to see your GP instead.
Identity verification
We verify your identity before issuing any prescription. This prevents fraud and ensures medication goes to the right person.
Prescriber review
Every consultation is reviewed by a qualified UK-registered prescriber. Prescriptions are never issued automatically.
Prescription expiry
Prescriptions have expiry dates. If you need ongoing treatment, we'll ask you to complete a new consultation periodically so we can check your treatment is still appropriate.
5. When we may say "no"
Sometimes we'll decline a consultation or suggest you seek care elsewhere. This might happen if:
- It's not safe for you – Your medical history, current conditions, or medications mean the treatment could be harmful
- You need in-person assessment – Your symptoms suggest you should be examined by a doctor in person
- Your answers are incomplete or unclear – We can't make a safe decision without full information
- The treatment isn't appropriate – For example, if you're asking for a treatment that isn't suitable for your situation
- We're concerned about misuse – If we suspect the medication might be misused or passed to someone else
A decline is not a rejection of you – it's a clinical judgement about what's safe. If we decline your consultation, we'll explain why and suggest what you should do instead (such as seeing your GP).
Questions?
If you have questions about how our service works, please view our contact and complaints information. Clinical support arrangements are explained before treatment begins.
Important reminder
Caremacy is for non-urgent conditions only. If you are experiencing a medical emergency, do not use this service. Call 999 or go to your nearest A&E. For urgent but non-emergency concerns, contact NHS 111.
See also: Privacy Notice | Terms of Use