Boots Online Clinics Patient Guide

Aims and objectives

Boots Independent Medical Agency aims to provide convenient access to healthcare through the provision of safe and effective health services.

These services are offered by the Independent Medical Agency online and in store. The online services and development of pharmacy based services are registered with the Care Quality Commission and The Regulation and Quality Improvement Authority and aim to deliver very high standards of care. A range of specialised services are available to you and our trained healthcare professionals deliver these.

Whether online or in our pharmacies, your consultation will carefully ensure your suitability for the clinical services chosen. We will provide information about your condition, the treatment options and what our service provides.

Our charges will be displayed and communicated in a clear and open manner. Your medicines will be supplied by a local Boots pharmacy, or, for some services, you may opt to have them delivered by secure mail from one of our online pharmacies.

Regulation and registered provider

The Independent Medical Agency is registered under the ownership of The Boots Company Plc, 1 Thane Road, Nottingham, NG2 3AA and is regulated by:

The Care Quality Commission (CQC), under the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 and the Care Quality Commission (Registration) Regulations 2009 and associated legislation. (Service Provider ID: 1-101634531)


The Regulation and Quality Improvement Authority (RQIA), under The Health and Personal Social Services (Quality Improvement and Regulation) (Northern Ireland) Order 2003 (Code number of registration 12131).

Registered Manager and staff of The Independent Medical Agency

The Registered Manager for the Care Quality Commission is Janet Jones MRPharmS and the Registered Manager for the Regulation and Quality Improvement Authority for Northern Ireland is Morag Punton MRPharmS. The clinical staff of the Agency are all UK registered & licensed healthcare professionals. You can write to any of the staff of The Independent Medical Agency at the Nottingham registered address above.

Consent and confidentiality

We'll seek your consent to treatment when you access any of the services offered. All staff at The Independent Medical Agency are bound by professional standards of confidentiality. The IMA complies with Data Protection Act 1998 which means that all your personal information and data are treated and maintained in confidence and not passed to third parties not involved in the services you access.

We believe that it is important for both your safety and continuity of care that your family doctor is aware of any treatment that you have through the Agency. For this reason we'll write to your GP informing them of any treatment you receive or, for certain services, ask you to inform your GP so that they have a complete record of your care.

Audit and patient survey

Like all quality healthcare providers, the Independent Medical Agency is committed to maintaining and improving standards of care and services through clinical audit. However, no personal, identifiable data is released or disclosed as a consequence of clinical audit activity.

The Independent Medical Agency encourages patients to give feedback on the service and quality of care that they've received from the Agency. This feedback is sought through a patient survey using an online questionnaire.

The results of the latest England, Scotland and Wales survey are available here.

The results of the latest Northern Ireland survey are available here.

Terms and conditions

Terms and conditions for using services provided by the Independent Medical Agency will be communicated to patients when they access the service.


We want you to be happy with the service we provide. We aim to deliver very high standards of customer care and welcome your feedback. If you feel that we haven't delivered the quality of service you expected or you're not satisfied with your care, you may wish to complain. Please make any complaint to Boots Customer Care by phoning  0845 070 8090.

We will make every effort to resolve your concerns immediately. If this isn't possible, we'll acknowledge your complaint within two working days unless we expect to be able to fully address the issue or concern satisfactorily within five working days. We'll carry out an investigation into your complaint, confirm our findings with you and try and agree a solution.

We aim to achieve a satisfactory outcome within 20 working days

If, for any reason, we cannot achieve this, we'll write to you again informing you of this and the reason why. When we've completed the investigation and reached a satisfactory solution with you, we'll confirm this to you within five working days. A full response will detail the complaint, the outcome of the investigation and the steps taken as a result of the investigation.

If you're not satisfied with the outcome of your complaint you can escalate the complaint, in writing, to:

The IMA Registered Manager, Boots UK Limited, D90 East FO8, 1 Thane Rd, Nottingham, NG2 3AA


For services accessed from Northern Ireland: If you're not satisfied with the way we've dealt with a complaint, you have the right to complain directly regarding any aspect of our service to the NI Commissioner for Complaints (the Ombudsman).


The Independent Medical Agency is regulated by:

CQC, Care Quality Commission, Citygate, Gallowgate, Newcastle Upon Tyne, NE1 4PA

Tel: 03000 616161


RQIA, The Regulation and Quality Improvement Authority, 9th Floor Riverside Tower, 5 Lanyon Place, Belfast, BT1 3BT

Tel: 02890 517 500