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Patient safety, prescribing standards and pharmacy governance

Clinical Governance & Patient Safety

At Live Well Weight Loss, patient safety comes first. Our online weight-loss service is built around clinical assessment, BMI verification, prescriber review, responsible dispensing and ongoing pharmacy support.

Clinical reviewSupply only after prescriber assessment.
BMI verificationEvidence checked before prescribing.
Responsible supplyDispensed through a registered UK pharmacy.
Ongoing supportPharmacy team support during treatment.

Our approach to safe online weight-loss care

Clinical governance means having clear systems in place to protect patients, support safe prescribing and continually improve the quality of care. For our online weight-loss service, this includes structured questionnaires, identity checks, BMI verification, clinical review, appropriate record keeping and clear escalation advice.

Patients may tell us their preferred treatment option and requested dose, but this does not guarantee supply. The final decision is made by a qualified prescriber after reviewing the consultation, medical history, current medicines, previous treatment use, BMI evidence and any relevant safety information.

Important:
Website information can support understanding, but it does not replace clinical judgement. Treatment is only supplied where it is considered clinically appropriate after prescriber review.

Governance principles we follow

1

Patient-centred care

We assess each patient individually, rather than treating weight-loss treatment as a simple online purchase.

2

Safe prescribing

Prescribing decisions are based on clinical suitability, eligibility, medical history and treatment risk.

3

Verification before supply

We ask for evidence to support identity and BMI checks before treatment can be approved.

4

Clear communication

Our team contacts patients where further information, clarification or support is needed.

5

Responsible dispensing

Approved treatment is dispensed by a UK pharmacy and sent using appropriate delivery procedures.

6

Continuous improvement

We review processes, patient feedback and safety concerns to improve the service over time.

Our clinical assessment process

Every order must pass through a structured assessment process before treatment is supplied. This helps us identify patients who may need a lower dose, further information, GP involvement, alternative support or no supply.

1. Online questionnaire

Patients complete a questionnaire covering BMI, medical history, medicines, allergies, previous treatment and relevant health conditions.

2. Preference and dose request

Patients can indicate a preferred option and dose. This is a preference only and does not guarantee supply.

3. Pharmacy team contact

Orders placed before 3pm are usually contacted the same working day. Later orders are usually contacted within 24 hours on working days.

4. Video verification

Patients complete a video consultation or verification process to support identity, height, weight and BMI checks.

5. Safety checks

With consent, we may complete Summary Care Record checks where appropriate to confirm relevant safety information.

6. Prescriber review

A qualified prescriber reviews the consultation and supporting evidence. Treatment is approved only if clinically appropriate.

What we check before supply

  • Age and identity
  • Weight, height and BMI evidence
  • Medical history and current medicines
  • Allergies and contraindications
  • Previous treatment and dose history
  • Side effects or tolerability concerns
  • Potential interactions or safety risks
  • Whether the requested dose is appropriate

When we may not supply

  • If eligibility criteria are not met
  • If BMI or identity evidence cannot be verified
  • If the requested dose is unsafe or unsuitable
  • If medical history suggests increased risk
  • If current medicines raise safety concerns
  • If treatment history is unclear
  • If urgent medical review is more appropriate
  • If further information is needed first

Dose escalation, restarts and switching provider

Dose decisions are made carefully. Patients who are new to treatment, restarting after a break, switching from another provider or requesting a higher dose may be asked for additional information or evidence of recent treatment.

Treatment should usually start at the lowest appropriate dose and increase gradually only when clinically suitable. If there is uncertainty about previous treatment history, side effects, BMI, current medicines or suitability, the prescriber may recommend a lower dose, delay supply, request more information or decline treatment.

Ongoing monitoring and patient support

Safe care does not end when treatment is dispatched. Patients can contact the pharmacy team for routine support with side effects, dose questions, treatment progression and general lifestyle guidance.

We encourage patients to report side effects, changes in medical history, new medicines, pregnancy, planned surgery, hospital admissions or any symptoms that may affect treatment suitability.

Emergency advice:
Our pharmacy team can help with routine questions, but emergency symptoms should not wait for an online response. Patients should contact NHS 111, their GP, or emergency services where appropriate.

Dispensing and delivery safeguards

  • Supply only after clinical approval
  • Prescription signed before dispensing
  • Dispensing by a UK pharmacy team
  • Appropriate packaging and delivery process
  • Tracked delivery after approval
  • Patient contact if dispatch is delayed

Quality and risk management

  • Review of service processes
  • Review of patient feedback
  • Investigation of dispensing or service concerns
  • Escalation of clinical safety issues
  • Updates when guidance changes
  • Staff training and process improvement

Complaints, incidents and continuous improvement

We take complaints, concerns and incidents seriously. If something goes wrong, we aim to review what happened, respond appropriately, identify any learning points and improve our process where needed.

Patients can contact us if they have concerns about the service, delivery, treatment suitability, side effects, communication or any aspect of their experience. Where a matter requires clinical escalation, it will be reviewed by an appropriate member of the team.

Want to understand how our service works?

Our online weight-loss service explains the patient journey from assessment and verification through to prescriber review, dispensing, delivery and ongoing support.

 

Frequently asked questions

Why do you verify BMI before supply?

BMI verification helps support safer prescribing. It allows the prescriber to check whether treatment may be appropriate and whether the requested dose or treatment pathway is suitable.

Can I choose my own dose?

You can tell us your current or requested dose, but the prescriber makes the final decision. A requested dose may be changed, delayed or declined if it is not clinically appropriate.

Why might my order be delayed?

An order may be delayed if further information, BMI evidence, identity verification, treatment history, safety checks or prescriber review are needed before supply.

Do you check my NHS Summary Care Record?

With your consent, we may complete Summary Care Record checks where appropriate. This can help confirm medicines, allergies or relevant safety information.

Can treatment be refused?

Yes. Treatment may be refused if eligibility criteria are not met, if safety concerns are identified, if information cannot be verified, or if the prescriber decides treatment is not clinically appropriate.

What should I do if I experience worrying symptoms?

Patients should seek urgent medical advice for severe, persistent or worrying symptoms. Routine questions can be directed to the pharmacy team, but emergency symptoms should not wait for an online response.

Useful regulatory and safety sources

The following sources help inform safe online pharmacy practice, medicine advertising standards and patient safety expectations.

 

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