Question 1

How do I request a repeat prescription?

Accepted Answer

Use the Request Prescription form, ideally at least 7 days before you run out. Routine SLA is 2-3 working days. Tick the urgent box if you have less than 2 weeks of supply or are travelling soon.

Question 2

How long do prescription requests take?

Accepted Answer

Routine: 2-3 working days. Urgent: same-day or next working day in most cases, and we respond before 6 pm where possible. We send prescriptions electronically via Signature Rx; any UK pharmacy can dispense.

Question 3

My bloods are nearly a year old. Will you still issue a prescription?

Accepted Answer

No script (including bridging) is issued if your last blood panel is over 10 months old or shows unsafe values. You'll need to upload fresh results first. We can arrange a Randox follow-up panel through us for £110 (or a £70 single marker, if only one value needs rechecking) if your GP can't organise the bloods.

Question 4

My pharmacy can't source my medication. What now?

Accepted Answer

Don't skip doses. Contact us and we can issue a replacement prescription for an equivalent (e.g. Zumenon for Progynova). For Sustanon shortages, alternatives include Testosterone Enanthate, Nebido (different schedule), or a temporary Testogel bridge.

Question 5

I'm running out of medication while waiting for a delayed appointment.

Accepted Answer

Mark your prescription request "urgent" or call us. The duty nurse may authorise a temporary refill or single-appointment review. A fresh face-to-face is required if it's been more than 12 months since your last in-clinic visit.

Question 6

Can I delay my injection by a week or two?

Accepted Answer

A 1-2 week delay beyond the due date is usually clinically harmless. Confirm by email before delaying significantly longer. For Nebido specifically, longer gaps may need a temporary Testogel bridge.

Question 7

How do I switch from gel to injection (or vice versa)?

Accepted Answer

Bring it up at your follow-up review. Switches are made case-by-case based on blood levels, lifestyle, and side-effect profile, and may involve overlapping methods to gauge tolerance. Updates to your care plan reach you and your GP within 4 weeks.

Question 8

Can I pause my treatment?

Accepted Answer

Yes. Email a request to pause: your monthly plan stops, your GP is notified to keep shared care safe, and restart is possible at any time. Pausing oestrogen while a 3-month blocker is active can cause hormone deficiency, so we usually advise switching to the alternate sex steroid in that scenario.

Question 9

What happens if I miss a payment?

Accepted Answer

Stripe automatically retries the card three times over a week. After that there's a 7-8 day grace period from our finance team before the plan pauses and switches to PAYG. Settle the balance to restart; long gaps may require a fresh in-clinic review.

Question 10

My GP suddenly stopped my NHS prescription.

Accepted Answer

Contact us straight away. The duty nurse can issue an emergency private script and draft a fresh explanatory letter to the practice. Backup medication avoids an abrupt stop while we resolve the situation.

Question 11

Can someone else (partner, parent, carer) talk to you on my behalf?

Accepted Answer

Yes, once you've filed a Consent to Disclose form. Both identities are verified at the start of any conversation. Without consent on file, our staff explain only general policy, never your specific care.

Question 12

How do I update my address or change GP?

Accepted Answer

Use the Update Address & GP Details form, or email us. We'll forward your historic letters and issue a fresh shared-care request to the new practice, free of charge. Activation usually takes about two weeks.

Question 13

I want to transfer to NHS or another specialist.

Accepted Answer

Email to request discharge. Once your new provider has fully taken over prescribing (usually after their second visit), we stop your monthly plan immediately and send a final summary letter to your GP. A brief exit Zoom is offered if you'd like one.

Question 14

Where can I get free trans-friendly NHS bloods in London?

Accepted Answer

cliniQ runs Tuesdays 4-7 pm at King's College Hospital (admin@cliniq.org.uk). 56 Dean Street's trans clinic runs Wednesdays 4:30-7:00 pm in Soho. Both are free to attend; bring photo ID and our most recent clinic letter.

Existing patient FAQ.

Question we haven't covered?