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Trusted Treatments - Limitations of Service


These Limitations of Service, together with the Terms and Conditions, and any and all other documents referred to herein, set out the limitations of the use of use this website, (“Our Site”). Please read the Limitations of Service carefully and ensure that you understand them. If you do not understand and agree to comply with and be bound by these Limitations of Service, you must stop using Our Site immediately.

When any consultation is completed, you must read, understand, and agree to the Terms and Conditions. You must also read the patient information leaflet that we link to, if available, and you must read the patient information leaflet that is inside the packaging of the product that you receive. You must not use the product if any of the contraindications or other warnings preclude you from using the product. If you are unsure or concerned about any detail within the patient information leaflet, you must get advice from your usual GP or a community pharmacist before using the product you have received. If no patient information leaflet is included inside the packaging, you must not use the product, and you must contact us, your usual GP, or a community pharmacist before use. We use a partner pharmacy (CloudRX) to dispense and send medicines to our patients. Please read their Terms and Conditions, along with all other policies and relevant documentation here and within the Our Policies link in the footer of this web page.

We perform identity checks when you complete a consultation. This is for your safety and to help ensure that medicines are not supplied to people that they are not intended for. Never share prescription medicines. Identity checks include a reference to the credit reference bureau's database as well as the verification and validation of identification documents including a driver's licence, passport, or utility bill. We may also ask for a photograph of the user for a biometric analysis and verification of identity. We use a third-party company to perform these checks. By continuing to use this website, you agree for us to use your data and information provided in this way.

We store data relating to previous orders. This is to improve the efficiency of our system so that you can order medicines in a timely manner once registered. This data is also used to identify the medicines that have been supplied historically to support safe medicine supply in the future. You must read and agree to our Privacy Policy before registering on this website and each time a consultation is completed.

You must only order medicines for yourself. If you are not able to complete the consultation or do not understand any part of the registration, consultation, or payment process, please contact us on 0333 577 5311 or speak to your usual GP about your health concerns. If you are unable to contact your usual GP (or are not registered with a GP practice) you must telephone NHS 111 by dialling 111 and explain your concerns, symptoms, and medical history to the call advisor so that they can arrange for appropriate action.

The Background section above is essential reading and forms part of the Limitations of Service.

1. Definitions and Interpretation

In these Limitations of Service, unless the context otherwise requires, the following expressions have the following meanings:


means any and all text, images, audio, video, scripts, code, software, databases and any other form of information capable of being stored on a computer that appears on, or forms part of, Our Site;


means the person providing their personal information as part of registering, and completing a consultation on this website, or using any other service offered by The Sheffield Clinic Ltd;


means any online communications infrastructure that We make available through Our Site either now or in the future. This may include, but is not limited to, contact forms, email, live chat and forums; and


means The Sheffield Clinic Ltd, a company registered in England and Wales, Company Number 06037657. Our address for correspondence is: The Sheffield Clinic Ltd, CFC House, Acorn Business Park, Woodseats Close, Sheffield. S8 0TB.

2. Information About Us

2.1 Our Site, is owned and operated by The Sheffield Clinic Ltd, a company registered in England and Wales, Company Number 06037657. Our address for correspondence is: The Sheffield Clinic Ltd, CFC House, Acorn Business Park, Woodseats Close, Sheffield. S8 0TB.

2.2 The services we provide are:

- 2.2.1 Remote (at a distance) private consultations with a clinician, either through an online questionnaire, a telephone consultation, or a video consultation, or a mixture of these formats at the discretion of the clinician performing the consultation;

- 2.2.2 Issuing a private prescription;

- 2.2.3 Sending the private prescription to a partner pharmacy through secure digital methods.

3. How to Use the Service

3.1 We offer remote video consultations for patients with symptoms, conditions, or concerns that they would like to discuss with a clinician via video. These are scheduled appointments and patients choosing this service will receive a confirmation email with an invitation link that explains how to access the video appointment.

3.2 We also offer form-based assessments where patients can select a condition or treatment that relates to their needs by selecting from a list of common choices on Our Website. Following the selection of the most appropriate choice, patients will be able to click on a link that begins the digital consultation process that relates to their selection.

3.3 If the selection results in a medical questionnaire, patients must complete all sections completely and honestly, not withholding any information that is relevant to a safe and effective consultation. Patients must not withhold information about their medical history, current medicines (including over the counter treatments), current conditions, current symptoms, their allergies and sensitivities, and any familial conditions. Patients must state their concerns and all unusual symptoms and sensations in order for the clinician to make a full and informed assessment.

4. Limitations of Remote Consultations

4.1 All consultations provided as a result of accessing services provided by The Sheffield Clinic Ltd, and clinicians engaged by The Sheffield Clinic Ltd, through this website, whether completing a medical questionnaire, receiving a telephone consultation as part of the assessment, or engaging in a video consultation, are remote (at a distance). This means that all factors that can be addressed during face-to-face consultations (where the clinician and patient are both physically present for a physical assessment to be undertaken) cannot be considered. If the patient has conditions, symptoms, physical marks or abnormalities, influence from other parties present, or circumstances that are not openly disclosed, the clinician is unable to act upon these. If the patient has any concerns about issues that cannot be disclosed openly during a remote consultation, they must at the earliest opportunity arrange for a face-to-face assessment with a suitable clinician (GP, urgent care doctor, or other suitable care practitioner). If the patient's usual GP is not available, or cannot be accessed in a timey manner, the patient must call NHS 111 and explain all their details fully, then act accordingly based on the advice given by the NHS 111 service. If there is an emergency of any nature, 999 must be telephoned immediately and the appropriate service asked for, for example 'ambulance' if a medical emergency, or 'police' if a criminal activity, such as physical abuse, is threatened. See more information about the 999 service here. See more information about the NHS 111 service here.

4.2 By accessing remote consultations, patents must be aware that any symptoms that require a physical assessment must be disclosed and they must arrange for a physical examination to be completed in a timely manner whether treatments are offered by The Sheffield Clinic Ltd or otherwise.

4.3 Any advice given by Us must be acted upon appropriately and immediately. If the patient is unsure about any aspect of the advice received, they must make an appointment with their usual GP at the earliest opportunity or call NHS 111 by entering 111 on a telephone keypad.

4.4 We encourage all patients to inform their usual GP of any treatment, recommendations, or advice received from the services provided by The Sheffield Clinic Ltd. This should be done on the same day where possible and always within 24 working hours of receiving the advice, recommendations, or treatment. Not informing your GP of any treatment received or advice given that relates to an ongoing condition can have a detrimental impact to future healthcare and can put your health at risk. We will send a summary from any consultation to your usual NHS GP, unless you specifically state that you do not wish for details to be sent, in which case we will only send details if we believe that there are any risks to the health of the patient or any other individuals. If we believe that there are any safeguarding concerns, we will attempt to contact the relevant authority to raise these concerns.

4.5 Medicines are supplied by a partner pharmacy. These will be received through the postal system using Royal Mail or a tracked courier service, for example, DPD. This means that interaction with a pharmacist is not possible at the time the medicine is received. Therefore, patients must read the outer packaging and the patient information leaflet provided with the medicine before using the medicine. If there are any reasons why the medicine should not be taken, including but not limited to an interaction with another medicine, a contraindication, an allergy to an ingredient, or an unlicensed intended indication, the medicine must not be used, and it must be taken to a UK community pharmacy immediately for appropriate advice from a qualified pharmacist. This advice may include the destruction of the medicine if it is not suitable for the patient. If a medicine is not suitable, the patient must inform The Sheffield Clinic Ltd of the reason why the medicine cannot be taken at the earliest opportunity and always within 24 hours. The Sheffield Clinic Ltd can be informed by sending an email tp, the Contact Us page of this website or by telephoning 0333 577 5311 from the UK.

4.6 By continuing to use this website and services provided by The Sheffield Clinic Ltd, patients agree to follow the guidance set out this document and understand the limitations of using a remote healthcare service.

4.7 Patients accessing remote services provided by The Sheffield Clinic Ltd, must understand that none of the services offered replace services provided by the patient's usual GP and other healthcare services provided by the National Health Service infrastructure. The remote services provided by the Sheffield Clinical Ltd are only to complement conventional medical services and are not a substitute or replacement for them.

5. Complaints

5.1 Our Complaints Policy can be viewed here. If you wish to make a formal complaint, please read our complaints policy, or contact us for further information. We aim to provide a high standard of care to all patients using the services provided by The Sheffield Clinic Ltd. We will act on complaints received to improve our services. You can also contact Us with general feedback that you feel will improve the service for others.

6. Communications from Us

6.1 If We have your contact details, We may from time to time send you important notices by email. Such notices may relate to matters including, but not limited to, service changes and changes to the Limitations of Service.

6.2 We will never send you marketing emails of any kind without your express consent. If you do give such consent, you may opt out at any time. Any and all marketing emails sent by Us include an unsubscribe link. If you opt out of receiving emails from Us at any time, it may take up to 28 business days for your new preferences to take effect.

6.3 For questions or complaints about communications from Us (including, but not limited to marketing emails), please contact Us at or via the Contact Us page of this website.

7. Changes to the Limitations of Service

7.1 We may alter the Limitations of Service at any time. Any such changes will become binding on you upon your first use of Our Site after the changes have been implemented. You are therefore advised to check this page from time to time.

7.2 In the event of any conflict between the current version of these Limitations of Service and any previous version(s), the provisions current and in effect shall prevail unless it is expressly stated otherwise.

8.1 Contacting Us

8.2 To contact Us, please email Us at or using any of the methods provided on our Contact Us page.

Important Information

If your condition or symptoms require urgent treatment, please call NHS 111 by dialling 111 on your telephone. If you require emergency treatment, for example, if you or someone else has chest pain, has received an injury to the head, or has been involved in a serious accident, call 999 on your telephone immediately. If your condition or symptoms are not something that can be assessed remotely through the Trusted Treatments online doctor service, please make an appointment with your usual GP at the earliest opportunity. If your GP cannot offer an appointment in a timeframe that you feel is appropriate, call 111 on your telephone and seek advice, explaining your concerns. Read more about where to get help.

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