Your First Online Pharmacy Consultation: What Really Happens

Online consultations have transformed how we access healthcare. Instead of waiting weeks for an appointment, you can often speak to a prescriber or pharmacist from your sofa.

If you’ve never had an online consultation before, it’s normal to feel unsure. Will it feel awkward? Is it safe? Will anyone actually read what you write?

This guide walks you through how a typical online pharmacy consultation works – and how to prepare so you get the best possible advice.

Step 1 – Choose a Regulated Service

Before anything else, check that the service is genuinely regulated. Look for:

• a GPhC-registered pharmacy

• GMC- or NMC-registered prescribers where doctors or nurses are involved

• clear information about who runs the service and how to contact them

You should find these details on the website footer or “About” page. If you can’t, choose a different provider.

Step 2 – Complete a Health Questionnaire

Most consultations start with an online questionnaire. This is more than a tick-box form – it’s how the clinician gets to know you.

Expect questions about:

• your symptoms and how long you’ve had them

• any current medical conditions

• medicines you already take (including over-the-counter and herbal products)

• allergies or previous reactions to medicines

• smoking, alcohol use and other lifestyle factors

Answer honestly and add detail where you can. Clear information helps the clinician decide what is safe and appropriate for you.

Step 3 – Verify Your ID (Sometimes)

For some services or treatments, the pharmacy may ask you to verify your identity, for example by uploading a photo of your ID. This step helps prevent fraud and makes sure the right person receives the medicine.

If a website sends prescription-only treatment without any checks at all, treat that as a major red flag and avoid it.

Step 4 – Get a Clinical Review

Next, a UK-registered prescriber or pharmacist reviews your questionnaire. They will:

• decide whether a proposed treatment is suitable

• suggest an alternative they feel is safer, if needed

• ask follow-up questions by secure message, phone or video

• direct you to your GP or urgent care if an online service isn’t appropriate

The service should clearly tell you who reviewed your case and explain why they reached their decision.

Step 5 – Receive Your Treatment Plan

If treatment is appropriate, you receive a clear plan that explains:

• what the medicine is for

• how and when to take it

• possible side effects and what to do if you notice them

• how long the treatment should last

• lifestyle steps that can support your recovery

You usually receive this information in writing as well – in your order confirmation, in the consultation summary and with the medicine itself.

Step 6 – Arrange Payment and Delivery

For private prescriptions, you normally pay for the medicine and consultation online after approval. For NHS prescriptions, the usual NHS rules and charges apply when the pharmacy links to your GP via EPS.

The pharmacy then dispenses your medicines and sends them in discreet, secure packaging. Many services provide tracking so you can see when your order will arrive.

How to Prepare for Your Online Consultation

A little preparation helps you get more from your appointment. Before you start, try to:

• make a list of all your current medicines and doses

• note your height, weight and any recent test results if you know them

• write down any specific questions or worries

• choose a private, quiet space if your consultation happens by phone or video

Remember: no question is “silly”. If anything feels unclear, ask the clinician to explain it again.

When an Online Consultation Isn’t the Right Option

Online consultations work well for many everyday health concerns, but they are not suitable for emergencies. Do not rely on an online service if you have:

• severe, sudden or rapidly worsening symptoms

• chest pain, breathing difficulties, heavy bleeding or severe pain

• a mental health crisis or thoughts of self-harm

In these situations, seek urgent help from NHS 111, your GP or emergency services straight away.

How Newgen Pharmacy Can Help

At Newgen Pharmacy, our online consultations are designed to feel friendly, thorough and secure. A UK-registered clinician or pharmacist reviews your medical history, current medicines and symptoms before making any recommendations.

We focus on clear explanations, shared decision-making and follow-up where needed, so you understand your plan and feel confident about what to do next. Many common conditions can be managed safely through online consultation, and we recommend in-person care whenever that offers a better or safer option.

Compliance note: We never promote prescription-only medicines publicly. Any potential treatment options are discussed privately with a clinician after an assessment, only if appropriate and safe.

Author & Content Writer: Dr Naeem Aslam