Clinic

We recommend that you give yourself 15 minutes to log into your account and click the button to start your video consultation. If you’re using your mobile phone and/or tablet outside of your home, try to go somewhere quiet where you feel comfortable discussing your health. Remember, this appointment is about giving you the advice and support you require, so we don’t want you disturbed.

Not sure where to start when it comes to discussing menopause with your doctor? Don’t worry, we’ve spoken to Dr Shilpa McQuillan who shares her practical advice for making the most of your appointment:

There’s no need to feel embarrassed

Try to remember that menopause is really common and your doctor will have seen it and heard it before. Be honest, tell your story, and most importantly explain how it’s affecting you. This will help your doctor tailor information and choices to suit you.

See your conversations as a journey together

Your doctor really wants to help, but may feel limited by the amount of information to discuss during your appointment. It’s important you don’t feel rushed, so think of your menopause as a journey and be prepared to arrange more than one appointment so that you feel all of your questions and concerns are addressed.

Prepare and research

Making a list of questions or points you want to discuss will ensure your GP understands your agenda from the start and will cover the things most important to you.

In addition, consider having some vital information ready to help your GP tailor advice that is safe and suitable for you.

This may include:

• A symptom diary with timeline notes for changes to your mood, sleep patterns and/or periods.
• Record of any relevant medical problems you or your close family members may have, such as history of breast or ovarian cancer, heart disease, or clots in the legs or lungs, as well as any previous operations you may have had on your womb, ovaries or cervix.

We take privacy and security very seriously and take all reasonable and appropriate measures to protect any personal data we may collect while operating our service. Our servers are located in the UK, and all of the information transmitted through our platform is encrypted and protected with SSL technology.

We also promise to uphold the Caldicott principles which ensure your information is protected and only used when it is appropriate to do so, as set out in our Privacy Policy.

We understand that circumstances can sometimes change and you may need to cancel your appointment. If you’re unable to make your appointment, we ask that you inform us as soon as you can, with at least 24 hours’ notice. If you cancel your appointment 24 hours before the date and time of your consultation, you will be entitled to a full refund. For more information, please see our Terms and Conditions.

Yes, if your circumstances change you may reschedule your appointment up to 24 hours before the date and time of your appointment. If you need to cancel your appointment, you will need to inform us at least 24 hours before the date and time of your consultation in order to be entitled to a refund. For more information, please see our Terms and Conditions.

We recommend that you select the option to begin your appointment 15 minutes ahead of your appointment start time. This time will allow the system to conduct a video call set-up to check that you have everything you need in place, such as good internet connectivity, speaker, microphone and video.

We've made the appointment process as easy and intuitive as possible via our online platform, but if you require any additional support you can speak to a member of our support team. Call us on 0333 305 5903 and select option 3, or email us at [email protected].

Ahead of your appointment, we also recommend reading our Video Consultation Guide.

No - this is a popular option for our patients but you can also use a laptop or desktop computer for your appointment. Simply log into the Health & Her Clinic via your browser and follow the on-screen instructions to get set up.

Yes, after your initial consultation you can book a follow-up 30 minute appointment for £95.

Our GPs don’t currently offer private prescriptions but they can provide a letter of HRT recommendation for your GP, which we find is a more cost-effective option for most women.

We try to ensure that you are pleased with the experience of our service at all times and take complaints, concerns, and issues very seriously. If you would like to log a complaint, we pledge that it will be properly investigated in an unbiased, non-judgmental, transparent, timely and appropriate manner.

When we look into a complaint, we aim to:

• Make it possible for the complainant to discuss the problem with those concerned
• Find out what went wrong
• Issue an apology where appropriate
• Identify what we can do to ensure the problem does not arise again

Our complaints procedure is designed to make sure that we settle complaints as quickly and efficiently as possible, while keeping you regularly informed, as far as reasonably practicable, as to the progress of the investigation. Our aim is to acknowledge complaints within 3 working days, resolve them within 5 days, and respond within 10 working days. Complaints can be made by email or telephone using the contact details as outlined in the 'Getting in touch' section of this guide.

If you are dissatisfied with the outcome of any investigations, then a complaint can be referred to the team at:

Healthcare Inspectorate Wales
Welsh Government
Rhydycar Business Park
Merthyr Tydfil
CF48 1UZ

Telephone: 0300 062 8163    Email: [email protected]