Patient Safety & Safeguarding Policy

Last updated: 16 July 2026

Patient safety sits above everything else we do. This policy explains the safeguards built into our service, how we protect people who may be at risk, and what to do if you have a concern. It forms part of our Terms & Conditions and works alongside our Prescribing & Dispensing Policy.

1. Our commitment

nume is a trading name of OVIO LTD, operating a GPhC-registered distance selling pharmacy (premises number 9012878) from 54 Thurcaston Road, Leicester, LE4 5PF. Our Superintendent Pharmacist, Mahommed Zunaid Ayub Patel (GPhC No. 2217101), is accountable for patient safety across our service. Every member of our clinical team is registered with the GPhC and bound by professional standards, including duties to safeguard patients and to act where someone may be at risk of harm.

Our designated safeguarding lead is [CONFIRM: name and role]. All clinical staff receive safeguarding training appropriate to their role.

2. Protecting under-18s

Our service is for adults aged 18 and over only. We enforce this through identity verification of every patient against government-issued photo ID, including a liveness and face-match check, before any medicine is supplied. Where verification indicates that a person is, or may be, under 18, supply is refused. Where we have concerns that an adult may be attempting to obtain medicines for someone under 18, we will refuse supply and may take further safeguarding action.

3. Safe prescribing for weight loss

Weight loss medicines are not appropriate for everyone, and part of prescribing safely is recognising when treatment could cause harm. Our safeguards include:

• BMI verification. We verify every patient's weight through a live video on their scales, checked for authenticity. This exists to prevent supply to people whose BMI is below the licensed threshold for treatment, for whom weight loss medicines can be dangerous.
• Eating disorder awareness. Our prescribers are alert to signs that a request for treatment may be linked to disordered eating or an unhealthy relationship with weight. Where treatment is not clinically appropriate, it is declined, and where suitable we will signpost sources of support, including the person's GP.
• Consultation review by a person. Every consultation is personally reviewed by a GPhC-registered Independent Prescriber, who may ask follow-up questions, request further evidence, or decline to prescribe.
• Pregnancy and breastfeeding. Weight loss medicines must not be used during pregnancy or while breastfeeding. Our consultation asks about this directly, and patients are required to tell us promptly if they become pregnant or plan to during treatment.

4. Preventing misuse of our service

We actively monitor for and act on:

• Duplicate orders, early reordering, and attempts to obtain supply through multiple accounts or identities.
• Manipulated, re-used or AI-generated verification images or video.
• False or misleading consultation answers.
• Attempts to obtain medicines for another person, or for resale.

Where we identify misuse, we refuse or cancel supply, may close the account, and where appropriate will report the matter to regulators or other authorities.

5. Safeguarding adults at risk

Some adults may be at greater risk of harm, for example because of coercion, exploitation, a mental health condition, or circumstances that affect their ability to make safe decisions. Our clinical team is trained to be alert to indicators of risk during consultations and ongoing care. Where we have a safeguarding concern, we will act in line with our procedures, which may include declining or pausing treatment, contacting the person's GP, or, where necessary to protect someone from serious harm, contacting relevant services. We will always seek to involve the person in decisions about them wherever it is safe to do so.

6. Ongoing safety during treatment

• Dose changes are led only by our prescribers, in line with the licensed schedule.
• Continued supply is conditional on clinical reviews, including updated weight and BMI where requested. Treatment is paused or stopped where it is no longer appropriate, and your GP is notified at clinically significant points.
• Our clinical team is available 7 days a week for concerns about side effects or anything else during treatment.
• Safety incidents and suspected adverse reactions reported to us are recorded, reviewed and acted on under our clinical governance procedures, and reported onwards where required, including to the MHRA.

7. If you are struggling

Weight is a health condition, and it can carry a heavy emotional load. If you are struggling with your relationship with food, your body, or your mental health, support is available:

• Your GP is the best first step for ongoing support.
• If you or someone else is in immediate danger, call 999. For urgent medical advice, call 111.
• For urgent mental health support, NHS urgent mental health helplines are available by calling 111 and selecting the mental health option.

Our prescribers will never prescribe weight loss treatment where it would put you at risk, and declining treatment is always a clinical decision made in your interests, never a judgement.

8. Raising a concern

If you have a concern about your own safety, another patient, or any aspect of our service, contact us at hello@joinnume.co.uk with the subject line "Safeguarding". Concerns are treated confidentially and reviewed by our safeguarding lead. You can also raise concerns directly with the General Pharmaceutical Council at www.pharmacyregulation.org.

Complaints about our service more generally are handled under our Complaints Procedure.