Who Are Lloyds Pharmacy Online Doctor?

Lloyds Pharmacy Online Doctor is a doctor-led initiative providing safe and reliable remote online healthcare to anyone in the UK. Operating as a medical service run by a team of accredited doctors and pharmacists, they offer commonly-used prescription treatments over the internet without requiring face-to-face doctor visits.

The service started life as DrThom, founded in 2002 by Dr Thom Van Every to help remotely treat patients who felt embarrassed or uncomfortable about speaking to their GP, or simply didn't have the time. This gives them over two decades of operating history in online healthcare - making them one of the established pioneers in the space.

What distinguishes them from many competitors is their regulatory standing: Lloyds Pharmacy Online Doctor was the first ever online healthcare organisation to register with the government regulator of healthcare - the Care Quality Commission (CQC). They pride themselves on this pioneer status and work constantly to expand the boundaries of personalised healthcare.

The service is operated by Expert Health Limited, based at Mezzanine Floor, 50-54 Wigmore Street, London, with doctors and independent pharmacists who have years of experience caring for patients in NHS hospitals, GP surgeries, or community pharmacies. All based in their London office, any one of the team may provide patients with advice, prescriptions, or aftercare via private message.

With over 16,000 Trustpilot reviews maintaining a 4.3-star rating, they're processing significant volume across multiple healthcare conditions, with weight loss being a major service area.

The Weight Loss Consultation Process

Lloyds Pharmacy Online Doctor's consultation process for weight loss treatments differs notably from simpler pharmacy services, particularly due to their video verification requirement - a safety measure that generates both praise and frustration from customers.

Step 1: Online Medical Questionnaire

The online questionnaire is completely confidential, covering other medicines you're taking and any conditions you have. The information ensures the treatment requested is safe to take. Customers describe the consultation as straightforward and easy to complete, with questions from Lloyds Pharmacy Online Doctor being clear and the site easy to navigate. During your online consultation for weight loss treatment, you'll provide detailed health information that clinicians review carefully before making prescribing decisions.

Step 2: Video Verification for ID and BMI

This is where Lloyds Pharmacy differs significantly from most competitors. For weight loss injections, you'll need to upload a video that clearly shows your ID and weight. This allows clinicians to ensure treatment is right for you, verifying who you are and that you meet the criteria needed for treatment. The process requires you to:

• Point the camera down and show your scales are on zero
• Step on the scales and make sure your weight is clearly visible
• Show valid photo ID that matches your registered name

The name on your ID must match the name on your account, otherwise your video may not be accepted. International Passports and National Identity Cards can be used for photo ID check. This video requirement is a regulatory measure requiring online healthcare providers to verify patient identity when requesting certain treatments. It's designed to keep patients safe and secure, preventing anyone using someone else's information to obtain medicines.

How Customers Experience the Video Process

Reactions to the video requirement split sharply. Some customers find it reassuring - a thorough safety measure that makes them feel protected. Others find it cumbersome, time-consuming, and potentially off-putting for older customers not comfortable with technology.

One customer noted: "Identification process is so cumbersome and could be off putting for older customers. Making and uploading the ID video is too time consuming. This maybe because the system logs you out with inactivity".

Another perspective comes from a customer frustrated by the requirement appearing after payment: "They process payment and one week after ask for id and video otherwise you get a 50% refund as they keep the other 50% to cover consultation costs".

Lloyds Pharmacy responds to these concerns by emphasizing transparency, noting they detail specific video requirements under the "Using our service" section on their website, and that as an online service they must adhere to certain regulations and guidelines to ensure medication provided is safe.

Step 3: Clinical Review and Approval

Once an order is placed, it is carefully reviewed by their clinical team. If the application is deemed suitable, the prescription is approved. However, medication is not dispatched until the video verification is completed. If the required criteria are not met at any stage, the order is cancelled and a full refund is issued.

Customers report varying approval timescales. Some describe medication being approved very quick, with consultations processed in as little as one hour. Others experience longer waits, particularly when clinicians send questions back and forth hours apart - each time a different doctor, which some find repetitive and lacking continuity.

One customer noted: "Clinician sending questions back and forth hours apart- each time a different doctor, seemed very repetitive and no continuity. Quite frustrating. Got there in the end tho after two days". For straightforward cases, customers report: "Online consultation was straightforward and easy to complete. Results came back very quickly" and "Consultation is quick and easy. Payment is quick and easy. My request is reviewed very very quickly and dispatched within 24 hours".

Ongoing Support Throughout Treatment

With weight loss injections, Lloyds Pharmacy Online Doctor provides several support elements:

Email reminders: They'll send email reminders to reorder treatment, helping ensure continuity.

Progress monitoring: They'll ask you to keep them updated on progress at certain points during treatment. Around one week after starting treatment, they send a follow-up questionnaire to see how you're getting on.

Lifestyle resources: They have a range of healthy lifestyle advice and wellbeing resources to support the weight loss journey.

Reordering guidance: They don't recommend stocking up on weight loss treatments, as you may need to adjust doses if you experience side effects or taper down doses as you reach goal weight. They recommend ordering after taking the fourth and final dose of the current pen. Customers describe feeling this support: "Pharmacy in constant contact to check everything is ok and you don't have any concerns" and "Always replies within an hour if I have a certain question".

However, others note they'd appreciate more regular contact: some feel that direct contact every so often to see if customers need additional support would enhance the service beyond the automated systems.

On Trustpilot: 4.3 Stars from 16,000+ Reviews

With over 16,000 reviews maintaining a 4.3-star rating, Lloyds Pharmacy Online Doctor has substantial customer feedback to analyse.

What Customers Consistently Praise

Thorough medical assessment: Customers appreciate the very thorough assessment of overall health as well as clinical problems, feeling reassured by the whole process. The stringent screening makes customers feel safe in their hands.

Speed when it works: For customers whose orders proceed smoothly, the service is lightning quick. Reviews mention receiving kits the day after ordering, quick and prompt next-day delivery, and medication being approved very quick with fast dispatch and delivery. One customer ordering every 3 months reports: "I absolutely cannot fault. Consultation is quick and easy. Payment is quick and easy. My request is reviewed very very quickly and dispatched within 24 hours".

Knowledgeable clinical team: Customers praise doctors who actually care and listen, with great service from doctors providing knowledgeable advice. The professional approach and relevant questions generate confidence.

Effective treatments: For weight loss specifically, customers report positive outcomes: "Struggled to lose weight for many years. The injections have suited me better than anything else I've previously tried. Due to some health issues I find it hard to exercise or go to a gym".

Website usability: The website is described as good, easy to navigate, with consultation questionnaires simple to follow and doctors responding promptly.

The Challenges

The video verification controversy: This generates the most polarized feedback. While some appreciate the thoroughness, other customers who don't have smartphones, struggle with technology, cannot film themselves on scales, or feel uncomfortable doing so find themselves receiving no medication or service.

Delivery partner issues: Recent changes to delivery partnerships have generated complaints. Customers who used to have no issues report that since partnering with someone new to dispense and dispatch, they've paid for express delivery twice and both times the order was late by days. The use of Evri for temperature-controlled medication concerns some customers: "Why on earth they decided it was a good idea to use EVRI as their delivery partner for weight loss medication that is temperature-controlled just like if you were buying clothing from ASOS? The peptides of this medication need constant fridge temperature, between 2 and 8 degrees".

While Lloyds Pharmacy notes they will not deliver to Northern Ireland and certain UK exception postcodes as they cannot guarantee no disruption to cold storage, some customers still worry about delivery handling in accessible areas.

Customer service inconsistency: When issues arise, getting resolution proves frustrating for some. Customers report: "Absolutely awful company to deal with. Once something goes wrong you get passed from pillar to post. No one accepts responsibility. You can only contact them online on their portal, each time a different person replies but does not have initiative to look at your case and therefore you reply and have to start all over again. 5 weeks now and I still cannot get anyone to deal with my issue!"

Another customer described responding to the same messages over and over, receiving about 4 emails asking if the package was damaged when they'd already answered, hoping someone will take ownership instead of different advisors emailing about the same information.

Collection pharmacy coordination problems: For tablets requiring first collection from local pharmacy for BMI check, coordination issues arise. One customer chose from their limited list of pharmacies for same-day collection, but when calling to confirm readiness the pharmacy never answered, and upon arrival the medication wasn't in stock. "No apology but did say they'd process a refund (2-4 days before it gets back in your account)".

Weighing scale requirement: Customers without weighing scales at home find themselves unable to use the service, with one noting: "If you don't have weighing scales do not bother, it will be a complete waste of time".

Pricing Structure and New Customer Discounts

Lloyds Pharmacy Online Doctor offers weight loss treatments with pricing varying by medication type and dosage. The website clearly lists prices for all services.

New customer discount:

New patients can save £50 on their first weight loss consultation with code NEW50 (previously £40 with code FIRST40). Terms and conditions apply. Payment options include valid debit or credit cards (Visa, Mastercard, American Express) as well as PayPal.

Delivery options:

If prescribed, treatment can be delivered next day. Orders placed before 5pm Monday-Friday can be collected same day in pharmacies nationwide (for tablet treatments requiring in-person BMI verification).

Eligibility Requirements and Treatment Options

Weight loss treatments are made for people with high BMIs. The eligibility criteria are:

• Weight loss injections are suitable for people with a BMI of over 30 (or 27-30 if you have a risk factor)
• Weight loss tablets can be prescribed for people with a BMI of over 30 (or 28 if you have a risk factor such as high blood pressure)

Which treatment is right depends on multiple factors:

• Qualifying for treatment
• Your BMI
• Any health conditions you have
• Your weight loss goals
• How comfortable you feel with any risks or side effects
• Whether you have needle phobia

Educational Content and Lifestyle Guidance

Lloyds Pharmacy Online Doctor provides educational resources covering:

Goal setting: Information on setting realistic weight loss goals

Treatment guidance: Detailed guides on how to use weight loss injections properly, including where to inject (avoiding the same exact spot to prevent irritation and bruising)

Lifestyle advice: Emphasis that the goal with weight management should be to reach a healthy weight for height and build and maintain it. Achieving sustainable results is best done by making adjustments to lifestyle, being more active, and eating a balanced diet.

Maintenance approach: Make changes to lifestyle you can stick to, and maintaining a healthy weight becomes easier. Avoid fad diets that make weight drop dramatically then rise again. Instead, eat more whole fruits, vegetables, wholegrains and lean protein while increasing activity level.

Side effects management: Clear information about common side effects (vomiting, headaches, diarrhoea, constipation, stomach discomfort).

Who Should Consider Lloyds Pharmacy Online Doctor?

Lloyds Pharmacy Online Doctor works well if you:

• Value the pioneer CQC-registered status and established history
• Want doctor-led clinical oversight with NHS-experienced practitioners
• Appreciate thorough safety measures including video verification
• Have comfortable access to weighing scales and can film verification video
• Value next-day delivery for weight loss injections
• Prefer established pharmacy brand recognition
• Are comfortable with online-only communication via portal
• Live in areas where cold-chain delivery is reliable

Consider alternatives if you:

• Don't have access to weighing scales or smartphone for video
• Find video verification process uncomfortable or intrusive
• Prefer pharmacies with consistent delivery partners
• Want live phone support rather than portal-based communication
• Need guaranteed express delivery reliability
• Prefer pharmacies without retention policies for unfulfilled orders
• Live in Northern Ireland or exception postcodes

Not suitable if you:

• Don't meet BMI eligibility criteria
• Cannot or will not complete video verification
• Don't have valid UK photo ID
• Are looking for treatments outside their weight loss, sexual health, and contraception specialisms

The Operational Reality Using Lloyds Pharmacy

Comparing Service Approaches

Lloyds Pharmacy Online Doctor positions differently than both budget-focused speed pharmacies and boutique community-focused services. Their unique positioning includes:

Strengths over competitors:

• CQC registration and pioneer status
• NHS-experienced clinical team based in London
• Over 20 years of online healthcare experience (since DrThom in 2002)
• Rigorous safety measures with video verification
• Next-day delivery capability
• Established brand recognition through Lloyds Pharmacy connection

Weaknesses versus competitors:

• Video verification creates barrier that simpler pharmacies don't have
• possible refund policy issues versus full refunds elsewhere
• Recent delivery partner changes affecting reliability
• Portal-only customer service versus phone accessibility
• No ability to use service without weighing scales

Final Assessment

Lloyds Pharmacy Online Doctor occupies interesting territory - combining genuine pioneer credentials (first CQC-registered online healthcare organization, over 20 years operating history) with operational complexities that generate both loyalty and frustration. The clinical oversight is substantial. NHS-experienced doctors and pharmacists based in London reviewing cases provides legitimate medical supervision beyond rubber-stamping. Customers specifically mention feeling safe in their hands due to stringent screening. The thoroughness of assessment - including video verification of ID and BMI - represents taking regulatory compliance seriously. While controversial, it does prevent fraudulent orders and ensures patients meet actual eligibility criteria. When the service works smoothly, it's genuinely fast. Orders processed in an hour, next-day delivery, prompt clinical responses - for customers whose cases proceed without issues, the experience matches promises. The educational content and lifestyle guidance acknowledges weight loss requires more than just medication - emphasising sustainable habits, avoiding fad diets, and making long-term lifestyle changes.

For tech-savvy patients, Lloyds Pharmacy Online Doctor offers fast, professionally-supervised service from an established, well-regulated provider. The video verification won't bother you, the portal communication works fine, and you'll appreciate the NHS-experienced clinical team. For price-sensitive patients, the new customer discount helps, but there are cheaper options without video requirements. The retention risk adds cost uncertainty. For patients valuing brand trust, the Lloyds Pharmacy name, CQC registration, and 20+ year history provide reassurance.

Disclaimer: This review is based on publicly available information from Lloyds Pharmacy Online Doctor's website and verified Trustpilot customer reviews as of November 2025. Weight loss medication availability, pricing, and policies may change. Always consult with a qualified healthcare provider before starting any weight loss treatment. This article does not constitute medical advice.

Last updated: November 2025