At LUUD Health, we believe in offering the highest standards of care and the highest quality treatment to our customers. To ensure this, we comply with the highest possible standards in the regulation of online healthcare in the UK.
It involves private and confidential online health consultations with a medical practitioner, the provision of individual health advice and the issuing of private prescriptions for medicines.
When placing an order, Luud Health will ask you to fill out an online consultation so that one of our prescribers can assess the current state of your health as well as your medical history and any other relevant information. In some cases, you may be required to provide further information to allow us to be sure that the treatment is going to be safe and effective for you.
For questions or advice about your medical condition or treatment, you can contact us by email for any healthcare advice from our qualified prescribing team.
LUUD Health customers are self-referred through the website (www.luudhealth.com).
If a patient is unable to complete the online consultation himself, for whatever reason, we are unable to provide any treatments and suggest that they visit their GP for treatment. Patients using the LuudHealth online healthcare service must be UK residents.
We always put the health and well-being of our customers first. If a customer has a more immediate healthcare need or is unsuitable for the types of treatment offered, they will be informed of this by our healthcare team and offered advice and a referral to the appropriate service.
All treatments provided by Luud Health are for adults only (18 years and above).
If you require any further information regarding any of the above information, please contact our team who will be happy to discuss this with you further.
Luud Health is not an emergency service - in a medical emergency, you should contact 999.
How It Works
Place your order:
The process is very simple. When you need one of our sexual health products, you place an order with us. Some products are pharmacy or prescription only and require you to complete a quick health questionnaire to check if the medication is appropriate for you.
Complete a short health assessment:
To order prescription treatments all you need to do is answer a short set of questions. This will let our prescribers know if the treatment is right for you. Therefore, our initial assessment doesn't require you to come in or visit anyone, it's just an online consultation so that one of our prescribers can assess the current state of your health, as well as your medical history and any other relevant information. This is no different to the questions that you would be asked if you went to visit your GP in person.
Review & Approval:
Our qualified prescribers, based here in the UK, will review your orders and, once approved, it will be dispatched straight to your door.
If your order can not be approved you will be informed and you will receive a refund (see our refund policy for details).
Prescribing Team
The prescribing of prescription medicines through our website is carried out by Red Label Medical Ltd (Company Reg. No. 08676338). The service is registered with the Care Quality Commission in the UK (Reg. No. 1120908).
The registered manager is Scott McDougall.
Our Prescribing Team:
- Dr Don Grant (General Practitioner GMC No. 3058367)
- Chris Newbury (Pharmacist Independent Prescriber - GPhC No. 2045198)
- Robert Green (Pharmacist Independent Prescriber - GPhC No. 2218262)
- Stephen Stoddart - (Pharmacist Independent Prescriber - GPhC No. 2050449)
- Daniel Hurley - (Pharmacist Independent Prescriber - GPhC No. 2078790)
- Kwangjae Chi - (Pharmacist Independent Prescriber - GPhC No. 2212920)
ABSM Healthcare Ltd operates the registered pharmacy premises where all our medicines are dispensed. They are registered in the UK with the General Pharmaceutical Council (Reg No. 1120908) and the industry trade body, the National Pharmacy Association.
The Superintendent Pharmacist, Mr Ant Boysan BPharm (GPhC No. 2047716), is registered with the General Pharmaceutical Council.
Opening Hours
For all medical queries, our customer service is available: Monday - Friday 09:00 - 17:00
Luud health is not an emergency service - in a medical emergency, you should contact 999.
For non-emergency medical assistance and information you can call the NHS Direct on 111.
If you are in need of emotional support or someone to talk to about feelings of loneliness, depression or suicide you can call the Samaritans on 116 123.
You can complete a consultation on our website 24 hours a day.
Complaints & Feedback
There may be, on occasion, a time where a customer wishes to comment or complain about their experience with the medical team or products they have received from LUUD Health. We welcome all feedback about our service and will strive to resolve any negative experience our customers have experienced.
Should you wish to contact us to comment or complain please contact us by emailing contact@luudhealth.com.
We will log all complaints we receive so that we can monitor the types of problems, the best way to resolve them and how long we are taking to deal with them.
You may contact the CQC with feedback on the service by our prescribing team. This can be done at www.cqc.org.uk or by telephone on 03000 616161. Alternatively, you can contact them in writing at Care Quality Commission, National Correspondence, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA.
To contact the GPhC with feedback on our pharmacy services, you can get in touch via phone (020 3713 8000), email (info@pharmacyregulation.org) or online (https://www.pharmacyregulation.org/contact-us). Alternatively, you can contact them in writing at General Pharmaceutical Council, 25 Canada Square, London, E14 5LQ.
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Why do I have to answer questions to purchase medicines?
Some pharmacy products offered by LUUD Health are classed as pharmacy or prescription-only medicines in the UK.
The information you fill in to our online consultation form is passed to our team of prescribers who will assess whether they think the treatment that you have requested will be safe and effective for you. If so, they will approve a private prescription that our partner pharmacy will dispense and dispatch to you.
Can I order by telephone?
Unfortunately, we are unable to accept orders over the telephone. The consultation needs to be filled out online by the patient.
Can I order for others?
When you place an order, a number of things are required to be completed as part of the initial consultation, such as identity verification, consents, and mental capacity confirmation. For these reasons, your account acts as your medical record and as such, we can only accept orders for the patient named on the account.
Why do I need an identity check?
It is a legal requirement for healthcare providers to ascertain the identity of their patient. In the same way that you must provide ID to first register with your GP, we are required to carry out an identity check on our customers when they first order a medicine from us.
Why has Luud Health sent me a message?
Depending on your answers to the consultation and your medical history, sometimes our prescribers may require extra information to ensure that the treatment that you have requested will be safe and effective for you.
Any extra information we request is only ever relevant for the treatment of your condition and is treated confidentially. You must provide the information required within 5 working days, otherwise, your order will be canceled and a refund will be issued.
Why has my order been declined?
Our prescribing team will only ever provide medication to you if they believe it will be safe and effective. If they believe that the treatment that you have requested does not fulfill both of these criteria, your request for medication may be declined.
If this is the case, you will receive a full explanation of the reason your request was declined. If your order is declined you will receive a refund.
Is this service legal?
Our partner pharmacy is regulated to the highest standard for online healthcare in the UK. This helps to ensure that the service and treatment that you receive is continuously monitored, inspected, and improved.
How can I be sure the medication is genuine?
We have partnered with a registered and regulated UK pharmacy; who source all our medications from the same licenced wholesalers as your local chemist.
Our partner pharmacy is also licensed by the NHS to provide NHS prescription delivery in the UK.
Are my personal details and payment information safe?
Consultation data is encrypted and can only be viewed by our partner Pharmacy and their prescribers.
Can I register more than one person per email address/account?
When you place an order, a number of things are required to be completed as part of the initial consultation, such as identity verification, consents, and mental capacity confirmation. For these reasons, your account acts as your medical record and as such, we can only accept orders for the patient named on the account.
What are the typical expiry dates on the medicines?
We use a stock rotation system to ensure you receive products with the longest possible expiry dates. Normal expiry dates are 12 - 36 months from the date of dispensing. We always aim to ensure that there is a period of no less than 6 months as a minimum.