Frequently asked questions

About the Service

What sort of medical issues can Dr Morton’s advise on?

Our GPs are happy to advise on all matters, and our gynaecologists specialise in women’s health problems. Some problems will require examination or special tests, and our experienced doctors will advise you if they think this is the case.

What sort of issues are inappropriate?

Dr Morton’s is not an emergency service and is not suitable for the following:

• Chest pain
• Heavy bleeding from anywhere
• Severe breathlessness
• Convulsion or fits
• Severe pain in your head or elsewhere in your body
• Have burned yourself badly
• Have injured yourself badly, whether that be a head injury or a possible broken limb
• Have harmed yourself badly or feel suicidal

We also recommend that Customers do not use the Service for matters (as for example in the case of a suspected broken leg) where face to face consultation is likely to be more appropriate.

Can I choose which doctor I speak to?

Although it is not possible to ask for a particular doctor, if you have a women's health issue, you can speak with or email a gynaecologist

Can I speak to a doctor straightaway?

Normally yes, you can get through to a doctor straightaway. We monitor waiting times carefully, and add in additional doctors during peak times. We aim to answer your emails within 24 hours.

How much does it cost to call?

Please click here for information about pricing. Our phone number is charged at a standard line rate.

How long will the call take?

Most queries are resolved in under five minutes.

What happens if I am not happy with the service?

Your feedback is important to us. You should email us at info@drmortons.co.uk or ring us on 012 123 123 12.

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Managing your account

What should I do if I have not received my account activation e-mail?

Please read our helpful guide on missing emails.

I have forgotten my forgot username or my password!

Click 'Log in' on any page. If you have forgotten your username, click on "Forgot username". If you have forgotten your password (or both your username and password), click on "Forgot password".

Can I delete my account?

You can stop using your account at any time, but we are legally required to keep your medical record securely and details of your consultations with us for at least ten years.

If you are having further problems with your account, please call our customer services directly on 012 123 123 12.

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Prescriptions

How are prescriptions issued?

Whether you select a prescription yourself, or one of our doctors recommends one for you, all prescriptions are signed by the doctor and sent by secure email to our partner pharmacy. The pharmacy will then post the medicines to you.

For information about delivery please click here.

Can your doctors prescribe all medications?

The Dr Morton’s doctors are not able to prescribe any 'controlled drugs' – i.e. medications such as sleeping tablets or opiate painkillers.

What happens over Christmas and other public holidays?

Our GPs are available for consultation every day of the year, but medication deliveries and test kit deliveries will be affected by bank holidays. Please see our delivery information page for more details.

Refunds for prescription packs

If you buy a Dr Morton's Prescription^© and the doctor decides that it wouldn’t be safe or appropriate to prescribe it for you, you will be refunded.

Refunds for Travel Packs

If you buy a Dr Morton's Travel Pack^© and one of the contents is inappropriate, perhaps because of an allergy, we will remove this item for you before dispatch. If more than two items are thought unsuitable then the pack will not be sent and you will be refunded.

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Security and Confidentiality

Will my GP be told about my consultation?

We always encourage our customers to keep their GP updated, but we will never share information with your GP without your consent.

How do I know my records will be kept safe?

Data protection is a huge priority for us. Our secure portal is protected in the same way as your internet banking details.

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