Chaperone policy

What a chaperone is

A chaperone is a trained member of our team who joins a consultation to support you and to observe what happens. They're there to protect your privacy, dignity and comfort.

You're welcome to have a family member, friend or carer with you as well. They can support you, but they don't take the place of a chaperone.

How our consultations work

We're an online pharmacy, so we don't see patients in person and we don't carry out physical examinations. Our pharmacists talk to you by phone or by video call using Microsoft Teams.

In a video call, for example for Pharmacy First, our pharmacist may ask to see something that isn't intimate, such as a rash on your arm or the back of your throat. They'll always explain why, and you can say no.

Asking for a chaperone

• When we arrange a video call, we'll ask whether you'd like a chaperone.
• You can also ask at any time, including during the call. We'll pause, and either bring a chaperone into the call or arrange another time that suits you.
• The chaperone will be on screen, so you can always see who is taking part.
• You can say no to a chaperone, and you can stop the consultation at any time.

Intimate areas

We don't carry out intimate examinations, in person or by video. This includes the breasts, genitals and bottom, and any other area you feel is private.

If a symptom affects an intimate area, we won't ask you to show it on camera or to send a photo of it. We'll talk it through with you and, if you need to be examined, direct you to your GP surgery, a sexual health clinic or another suitable service.

Children and young people

• Children under 16 must have a parent or guardian with them for the whole of a video consultation.
• Young people aged 16 or 17 can speak to us on their own, or have a parent, carer or other trusted adult with them. They can always ask for a chaperone too.

Photos and recordings

• We don't record video consultations or take screenshots.
• We'll never ask for a photo of an intimate area. Please don't send one.

What we write down

We note in your pharmacy record that a chaperone was offered, whether you wanted one, and the name of the chaperone if one joined.

Our team

Everyone who acts as a chaperone has been trained for the role and has a DBS check. We keep a record of their training.

If you have a concern

If you're unhappy with how a consultation was handled, please tell us. See feedback and complaints for all the ways to get in touch. You can also raise concerns about a pharmacist or a pharmacy with the General Pharmaceutical Council.

This policy in another format

If you'd like this policy in easy read, large print or another format, call us on 020 3105 6252 or send us a message.

This policy follows NHS England's guidance on chaperoning (December 2025). It's owned by our Superintendent Pharmacist, Imran Patel, and was last reviewed in October 2026. We'll review it at least once a year.