Patient Guide

Lemonaid Health Limited runs the Boots Online Doctor Service. We’re an online healthcare provider. In that sense we don’t meet our patients in person. We’re a private service and not part of the NHS.

We’re registered with and regulated by the Care Quality Commission (CQC), the independent healthcare regulator in England, with provider ID 1-10153778719. We’re also registered with and regulated by Northern Ireland’s Regulation and Quality Improvement Authority (RQIA) as an Independent Medical Agency providing private doctor services, with registration number 020876. Our address as a registered provider with the CQC and RQIA is Tetbury Place, Business Design Center, London N1 0QH. (Pending confirmation)

Our Registered Manager (pending application) and Chief Medical Officer is Dr Christina Hennessey. Our clinical team is made up of doctors, pharmacist independent prescribers and nurse prescribers. Our clinical team are all based in the UK.

Our mission is to improve access to great care by providing a convenient private alternative to the NHS for specific areas of primary care that we can manage safely online. We also want to help you make informed decisions about which treatments are right for you.

Our services include treatment services and home test kits where you send a physical sample off to our partner laboratory in the packaging we provide. The Doctors Laboratory in London is our partner laboratory.

Most of our services are available to patients aged 18 and up. Patients aged 16 and up can use some of our services, such as acne treatment. Different services have different upper age limits based on our evidence-based clinical protocols.

When we prescribe a medicine you have the choice to pick up your medicine at your local Boots store or to have Boots deliver the medicine in the post using Royal Mail. We can also send a hard copy paper prescription to any pharmacy other than Boots, but you’d need to pay the pharmacy for the medicine directly.

Please read our Terms and Conditions and Privacy Policy.

It’s simple to give us feedback or to make a complaint. All you have to do is message us through your Boots Online Doctor account or call us on 0800 0318386.

If your feedback raises concerns that aren’t satisfactorily resolved, we can register your feedback as an official complaint. Please email complaints@lemonaid.com. Once we receive an official complaint, we’ll acknowledge receipt within 5 business days.

Within 28 days of a complaint, we’ll inform you of the result of any investigation, outcome and action that is to be taken, if any. We’ll keep you informed of the status of your complaint while we work to investigate and resolve your complaint. We’ll maintain patient confidentiality whilst managing complaints, except when we are required to share information, such as in safeguarding cases.

If you don’t feel that we’ve adequately resolved your complaint, then you may make a request for independent external mediation to the Centre for Effective Dispute Resolution (CEDR).

You can find out how to refer your complaint to CEDR by visiting their website: https://www.cedr.com/consumer/healthcare/privatehealthcaremediation/

You can also contact CEDR as follows:

• phone:  0207 520 3800
• email:  applications@cedr.com
• post: CEDR, 100 St Paul’s Churchyard, London, EC4M 8BU

You can call the CQC on 03000 616161. You can email the CQC at enquiries@cqc.org.uk.

You can call the RQIA on 028 9536 1111. You can write to the RQIA at 7th Floor, Victoria House, 15-24 Gloucester Street, Belfast, BT1 4LS. You can email the RQIA at info@rqia.org.uk. Please note that the RQIA does not investigate complaints. Once the RQIA has conducted their first inspection of Lemonaid Health then you will be able to obtain a copy of that report from the RQIA website or by messaging or calling us.

When we have conducted our first formal review of the quality of treatment we will make such a report available to the RQIA. You can obtain a copy of that report by messaging or calling us.