Service User Guide
Our mission & values
Our Co-Founders, Dr Lucy Buckley (PhD) and Kobi McCardle, set up Dr Fertility on their maternity leaves in 2017 because of their own frustrations around the lack of expert fertility support and information for people wanting to start a family. Together, they have built a team that supports their vision to revolutionise fertility care by offering accessible online medical advice, diagnostic testing, treatment and emotional support. We want everyone to feel fully informed, emotionally supported, and in control of their fertility journey.
- Everyone should be able to easily access quality fertility care and emotional support from the very first step of their journey
- People should be able to access ongoing specialised care and support when they need it and for as long as they want it
- No one should feel rushed into assisted fertility treatments and people should be fully informed of all their options when making decisions about their care
- It’s important to listen to our users and use their feedback to help us drive innovative service development
At Dr Fertility we live our values;
How we can help support you
Our team are here to support you, when the time is right for you. Our fertility doctors and nurses offer personalised fertility care from the privacy and comfort of your home. We provide ultrasound scanning services through carefully selected partners, who share our values and high standards. . We can provide care to anyone aged 18 to 65 who lives in England and feels like they would like more support on their fertility journey.
We are regulated by the Care Quality Commission (CQC) and our services include:
- Video consultations with fertility doctors and nurses
- Home blood testing
- Ultrasound scanning through partner clinics
- Fertility coaching
- Home sperm testing
The limitations to our service
As we are a digital healthcare provider, Dr Fertility’s services are not suitable for any diagnosis or treatment that may require a physical examination, apart from ultrasound scanning. We provide ultrasound scanning through our carefully selected partners, from their approved and regulated clinic locations. We are also not able to provide any services in a medical emergency other than that those that arise during your care with our ultrasound partners. If you do have a medical emergency, you must immediately call 999 or NHS 111.
We don’t offer assisted reproductive technologies such as IVF. However, we do offer impartial expert advice on whether assisted fertility treatments are the next step for you. We can also help you to choose a fertility clinic that is right for you.
Dr Fertility is a private and paid-for service; we do not offer any NHS treatments at this time.
Our home sperm testing is provided in partnership with a third party provider. These sperm tests can analyse concentration, motility and volume but cannot analyse morphology or DNA fragmentation.
Our opening hours and contact details
Weekdays - 10:00 AM - 9:00 PM
Weekends - 10:00 AM - 4:00 PM
You can call us on 0330 330 3849 or email email@example.com for more information
How it works
We understand that everyone’s fertility journey is different. Whether you are thinking about trying for a baby in the future, have only just started trying, or have been trying to conceive for a while, we are here to support you whenever you need us.
1. Book a video consultation with us
You can book your consultation through our website or by giving us a call. You can choose your fertility doctor or nurse and a time that is convenient for you. On our website you will find a profile for each of our experts to help you decide who you would like to see. If you would like support in choosing an expert please give us a call. Our team is happy to help you.
2. Complete the pre-consultation questionnaire
After you have made your booking, we will send you an email with a link to our pre-consultation questionnaire. We ask that both you and your partner (if applicable) complete a separate pre-consultation questionnaire. This helps our fertility experts to prepare for your consultation and maximise your consultation time. We will also ask you if you have any specific requirements (for example, use of our translation service).
3. Accessing your consultation
Your booking confirmation email will contain a link to your video consultation. You can access the consultation using your laptop, tablet or mobile. Please remember to bring some photo ID with you, for example, your passport or driving licence. Unfortunately, if you don’t have any ID, we will be unable to continue with your consultation and will have to rebook your appointment. If possible, we would recommend that you bring your partner (if applicable) along with you to the video consultation. This will enable your fertility expert to ask you both questions regarding your fertility and medical history.
4. Fertility testing & screening
During your consultation, your fertility expert may recommend some blood tests, sperm testing or ultrasound scans. If necessary, we can arrange these tests or scans for you. Our fertility experts can also discuss your test and scan results, and the next steps, with you in a follow up consultation. The cost of your fertility tests are not included in the cost of your consultation unless they are selected as part of a package. You can view our prices here.
Only our doctors can prescribe and will only do so if they believe it’s in your best interests. As we offer a private service, they will issue you with a private prescription. We will send your prescription to a pharmacy of your choice for you to collect.
6. Follow up consultations
Your fertility expert may recommend that you book a follow up appointment to review results of any blood tests, sperm testing or scans that you have had, or to check up on your progress. You can book a follow up appointment through our website in the same way as you booked your first appointment, or by calling our friendly team on 0330 330 3849.
7. Fertility coaching
If your fertility expert thinks you may benefit from on-going medical, lifestyle and emotional support, they may recommend our fertility coaching service with one of our fertility nurses. You can also book onto our coaching service directly through the website.
If we feel that you need care outside the scope of our service, we will always refer you back to your GP or to another healthcare provider.
You can find the frequently asked questions about our service here.
Our fertility services are paid-for private healthcare services that are separate from any NHS treatments that you are currently having, or may have in the future. Your individual needs lie at the heart of everything we do. Our experts only recommend services that are right for you and there are no hidden costs.
If you require a prescription, our service will only covers the cost of writing your private prescription, there will be an additional charge for your medicine at the pharmacy when you collect it.
See our full and transparent price list for more details.
All our fertility experts are based in the UK and registered with the General Medical Council (GMC) or Nursing and Midwifery Council (NMC).
You can find out more about our clinical team here – Our fertility experts
We have a great team working together to support our fertility experts and provide you with the best possible service. You can find out more about our team here.
It is very important to us that we provide services to meet your individual needs.
Our remote digital video consultations are available wherever you are in England, provided that you have a good internet connection that supports video calls.
You can access your video appointment using your laptop, tablet or mobile. We support the browsers Google Chrome, Firefox, Safari or Microsoft Edge. If you are accessing your video appointment using an iPhone or iPad, we recommend using Safari because Apple prevents the video link from working in Chrome on some Apple devices.
Our blood testing services are available as self-taken finger-prick test kits that you can use at home. For anyone struggling to collect a sample, we offer help through a free video call to support you to successfully use the finger-prick testing kit.
Our ultrasound services are available from our network of partner clinics around England. Whilst we explore how we can expand the availability to more areas in England, we regret that some areas are not covered and would require travelling for anyone wishing to use the service.
Our sperm testing services are available as test kits that you can use at home. For anyone with difficulties using the at home test kit, we offer help through a free video call to support you.
Using any of the browsers listed above, you can change the size of the font using your keyboard and mouse. Press and hold the Ctrl, then move the mouse wheel up or down. Alternatively, you can press and hold the Ctrl (Command on Mac), then press either + or - (plus or minus) to increase and decrease the font size.
We can provide an interpreter as part of our translation service to support people who don’t speak English and we can also provide printed materials in other languages. There is an additional cost for the translation service, which is dependent on your specific requirements. For more information please contact us.
Support for hearing loss
We can provide a British Sign Language translator (BSL) as part of our translation service to support people with hearing difficulties. For more information please contact us. We can also add subtitle captions to our video consultations on request.
We provide materials or information leaflets to support your fertility journey, on request these can be provided in large font to be easier to read, or translated into another language.
We will ask you about any specific needs you have on our pre-consultation questionnaire. You can also contact us directly via our phone line 0330 330 3849, or through our customer services by emailing firstname.lastname@example.org, to let us know about any specific requirements you have and how we can help you.
Printed material I'm experiencing IT issues - what should I do?
The link to your video consultation can be found in your booking confirmation email. We recommend clicking on your video consultation link a few minutes before your appointment time. This is because your device will ask for permissions to use your camera and microphone, so you should allow some time for this.
You can access your video appointment using your laptop, tablet or mobile. We support the browsers Google Chrome, Firefox, Safari or Microsoft Edge. If you are accessing your video appointment using an iPhone or iPad? We recommend using Safari because Apple prevents the video link from working in Chrome on some Apple devices.
If you are having difficulties in accessing the video link, try the following:
- Use another device if you have one, such as a laptop, tablet or mobile. You may need to forward your confirmation email to this device to be able to select the link from that device.
- Check your internet connection – go to your browser and type in drfertility.co.uk. If you can see this pages, your internet connection is OK.
- Check that you are using one of the browsers that we have recommended above. Internet Explorer or Microsoft Edge may not work with the video link
If you are still unable to access the video link for you consultation, please call us on 0330 330 3849 and we will be happy to help you.
How we protect your confidentiality and personal data
We understand the sensitive nature of the services we provide and are totally committed to protecting your privacy. We comply with the Data Protection Act 2018 (DPA) and UK General Data Protection Regulation (UK GDPR). We also achieved our Cyber Essential certificate to protect our systems from cyber attacks. We strive to be market leaders when it comes to digital health and privacy.
Who has access to your personal data?
How we manage your personal data
All your personal data including pre-consultation questionnaires and consultation notes are collected in a regulated way that allows regular reporting and auditing of our processes.
All of your personal data that is entered onto our clinical management system is only accessible to authorised users. Your test results, images, or anything else you want to share with us such as photographs can be uploaded as PDF files onto your patient record. The majority your data will be in electronic format, however, if you wish to post us a hard copy, we will scan and upload an electronic copy on your behalf. Any hard copies that we receive from you will be destroyed in line with Dr Fertility’s confidential waste disposal process.
We can share your personal data with you as necessary and following a Subject Access Request.
How we ensure confidentiality in your remote video consultation
All our fertility experts will conduct your consultation from an appropriate location that gives you complete privacy and confidentiality. We recommend that you are also in a private location so that you feel comfortable to talk freely throughout your consultation. If applicable and you are happy to, we recommend that your partner (if applicable) joins you for your consultation.
Sharing your personal data with your own GP
With your consent we are able to share your consultation notes, test results and our recommendations with your GP. Our clinicians can support you to make and review choices about how you share your information. We can also send you a copy of this this information.
How we advise you to protect your information online
Dr Fertility takes the protection of Personally Identifiable Data (PID) very seriously and we want to help you to protect your information online. If there is a requirement to transfer data to us e.g. previous scan results, please contact us directly via our phone line 0330 330 3849, or through our customer services by emailing email@example.com, and we can arrange for these to be uploaded in a secure way.
Your feedback is very important to us
We would love to hear from you about how our services, products and information are helping you on your fertility journey. We are constantly striving to improve our services and if there is anything we can improve on, we’d love to hear about that too!
You can leave us a review at any time here.
After every consultation we will send you a satisfaction questionnaire. We would be very grateful if you would fill this in for us
We’re very sorry if you feel that you need to make a complaint, but we would love to hear about your concerns so that we can resolve any issues that you may have and to make improvements to our services.
You can read our complaints policy here which details how you can let us know about any complaint that you have.
We will process any complaint with openness and transparency, confidentiality and provide you with regular updates and a timely response. We see all complaints as an opportunity to learn and drive continuous improvement.
Terms and conditions
Visit the link to see our full Terms and Conditions
Our most recent CQC report
The Care Quality Commission (CQC) regulates all health and social care services in England.
Dr Fertility Ltd is registered with the Care Quality Commission (CQC) for the Treatment of disease, disorder or injury. We provide remote clinical consultations, medical advice and prescriptions. Our registration information can be viewed on the Care Quality Commission's website: https://www.cqc.org.uk/
Head Office Contact Details:
Dr Fertility Ltd
Dr Fertility Headquarters,
Suite 501, Department Bonded Warehouse,
Lower Byrom Street,
Tel: 0330 330 3849
Dr Lucy Buckley
Last updated on: 03.06.22 Review by: 03.06.25