Patient Guide

Cooperative Online Doctor aims to provide the highest standards of medical care to patients who do not want to have consultation in person. In some cases this may be from people seeking treatment for conditions they may find embarrassing, such as erectile dysfunction, hair loss or sexually transmitted infections. Our online service is not only a convenient way to manage your health concerns but it can also save you time. We hope that, although you may not meet our doctors face-to-face, you feel well looked after.

Medical assessments

Our assessments take only a few minutes to complete but are a safe and responsible way for us to check whether you may benefit from a treatment. All that we ask is that you provide truthful information so we can provide you with the best possible treatment. Please help us keep you safe.

Prices

Cooperative Online Doctor offers competitive prices, which are all clearly displayed on the website, with no hidden fees or charges. Where assessments are combined with treatments then the price includes the medical assessment, treatment, and postage. When you complete an assessment for a treatment service your card is charged but the money is only taken from your account if the doctor decides you are suitable for treatment. If you are not suitable for treatment you will be sent an email explaining why and your card will not be charged.

Read more information on our prices

Delivery

We aim to review your medical assessment within four hours Monday to Friday 9 - 6 pm. Any assessments submitted over the weekend or on a bank holiday will be reviewed by the next working day. If you are suitable for treatment your payment will be processed and your medicine dispatched the same day or the next day by first class recorded delivery. The delivery needs to be signed for, but not necessarily by you.

We ensure that all packaging is sealed and discreet to protect your privacy.

Refunds

For safety reasons once a prescription medicine has been issued it cannot be returned and we cannot refund your money. Any unwanted or unused medicines should be taken to a community pharmacy for safe disposal.

Privacy and Data Protection

Cooperative Online Doctor as part of The Midcounties Cooperative Limited complies with UK Data Protection legislation. Midcounties Cooperative Limited appears on the Data Protection Register No. (TBC). Cooperative Online Doctor takes your medical information seriously. All data is stored securely and no confidential information is sent by email.

Results and messages are sent to your secure account, where only you, our doctors, and authorised Cooperative Online Doctor staff have access. Messages are exchanged securely in your account.

To provide you with a good standard of care it is necessary for medical and non-medical staff at Cooperative Online Doctor to have access to your account. However, we can assure you that no data or information is shared with anyone not involved with your care. Please ensure you undertake the necessary precautions to safeguard the security of your account details, e.g. do not share you username and password information. When Cooperative Online Doctor performs audits all patient information is made anonymous.

Where photographs are uploaded onto your account you confirm that you waive any right to ownership of the photographs. You also confirm that you allow Cooperative Online Doctor permission to use them for training, research, or commercial purposes with the explicit understanding that your identity will be protected and any photograph will be made anonymous.

Terms and Conditions

To use Cooperative Online Doctor you will need to confirm that you have read and understood our Terms and Conditions.

Please see our Terms and Conditions for more information.

Feedback and complaints

We welcome feedback on our service. To provide feedback you can send a message from your account. In the unlikely event you are not satisfied with the service you have received, you can send us a message from your account. Alternatively, write to Co-op House, Pharmacy Department, Warwick Technology Park, Warwick CV34 6DA. All complaints will be acknowledged within three working days. If you are not satisfied with the response then you can contact the General Pharmaceutical Council, 129 Lambeth Rd, London SE1 7BT.