We respond to assessments, patient messages and general enquiries within 24 hours. Our reply may include questions or a request for evidence. A complete clinical review, testing or arranging treatment may take longer.
For treatment questions, use secure messages in your patient account. For a general question before joining, use our contact form.
Atlas House is not an emergency service. Do not wait for a portal reply if you need urgent help. In a medical emergency call 999. For urgent non-emergency advice in England, use NHS 111 or an appropriate local urgent medical service.
We can review blood reports from other providers, including when you are already receiving treatment elsewhere. Your clinician checks whether the dates, sample details and tests are suitable; further or repeat tests may be needed.
Upload the full report through your private account when requested. Include the laboratory name, sample date, units and reference ranges. Keep reports and medical details out of the public enquiry form.
A report being uploaded does not mean it has been clinically reviewed. Your account shows the review progress and explanations released by your clinician.
No payment before your clinical review. If treatment is suitable, we explain the proposed plan and costs before you decide whether to proceed. There is no Atlas House treatment fee if treatment is not suitable.
Consultation and prescription fees are included in our weight-management pen prices. Other prescription-only requests have a fee for each new or repeat clinical review, with an additional fee for further medicines on the same prescription. See our current consultation fees before deciding to proceed.
External blood tests are a separate service and may need paying for upfront. Testing does not guarantee treatment. Your chosen pharmacy or our pharmacy partner confirms the relevant medicine, supply and delivery arrangements.
If you want to stop an assessment or change an agreed plan, contact the team as soon as possible. Before clinical review there is no Atlas House payment to refund. Once treatment or external services have been agreed, ask about the terms applying to that service before making a payment.
To raise a complaint, email hello@atlashouse.health with the subject “Complaint”, your contact details and a brief description of what happened. Use your secure account for detailed medical information.
We will respond within 24 hours to acknowledge your concern and explain the next steps. A full investigation can take longer. Tell us the outcome you would like us to consider.
