This article explains the steps patient needs to follow to order weight loss treatment with Numan, including providing personal and medical information, uploading photos to confirm weight, or booking a video consultation if needed.
Step 1: Get Started
Patients heads to Numan website and chooses Long-Term Weight Loss section here:
Step 2: Accept legal terms and confirm information accuracy
Patient agrees to Numan’s Terms & Conditions, Terms of Sale, and Privacy Policy, and confirms that all responses provided in the weight loss questionnaire are truthful and accurate, acknowledging the potential health risks of providing false or incomplete information.
Step 3: Personal Health Profile
The patient provides their essential data, including age, ethnicity, sex, weight, and height. This allows us to build their basic profile and calculate their BMI to determine treatment eligibility.
Step 4: A Deep Dive into Medical History
To make sure the treatment is safe for them, the patient answers a few more specific health questions. They’ll let us know about things like a diabetes diagnosis, any recent surgeries, or other underlying medical conditions we need to be aware of before moving forward.
Step 5: Previous Medication History
If the patient has used weight loss medication before, we ask for the specifics. They’ll need to list the type of medication, their last dose date, and the dosage level. We also ask if they’d prefer to stick with their current routine or try another option.
Step 6: Connecting the NHS Summary Care Record
To give our clinicians a clearer view of their health history, patients in England can choose to share their NHS Summary Care Record. This is a national database created from GP medical records that contains vital electronic information, including:
Current medications
Known allergies
Details of previous adverse reactions to medicines
The patient has three options:
Give consent: The patient permits our clinicians to view their NHS records to assist with their consultation.
Decline consent: The patient is registered in England but chooses to keep their NHS records private from our team.
Not in England: The patient lives outside of England (e.g., Scotland or Wales) and does not have a record on the NHS England system.
Data Protection & Privacy:
Patient data is managed under strict legal standards, ensuring only registered health professionals access the SCR for specific clinical assessments. Patients retain full control and can withdraw their consent at any time by contacting the Customer Care team.
Step 7: Mandatory GP Details
We ask for the patient’s GP information so we can keep their doctor informed. This ensures their care is joined-up and safe, making sure all their treatments work well together.
Step 8: Select Preferred Medication
The patient is shown their recommended treatment options. They can scroll through to compare different medications, check out the dosages, and see clear pricing to find the plan that works best for them.
Step 9: Select a Package (or not)
At this stage, patients can choose their level of commitment. They may opt for a monthly rolling plan (no long-term commitment) or lock in a 3, 6, or 12-month package.
Commitment & Cancellation:
Agents should be aware that once a patient selects a commitment package, it cannot be paused or cancelled until the full package period has ended.
How Pricing is Displayed
The pricing table shows the cost for the first month only. This initial price is the lowest because it combines the welcome discount with the commitment
package discount (8%, 10% or 16%).
To see the costs for subsequent months (which will only include the commitment discount), the patient can click "View dosage pricing schedule."
Discount Breakdown
3-Month Package: The patient receives a welcome discount on their 1st order and an 8% discount on their first 3 orders.
6-Month Package: The patient receives a welcome discount on their 1st order and a 10% discount on their first 6 orders.
12-Month Package: The patient receives a welcome discount on their 1st order and a 16% discount on their 12 orders.
Step 10: Popular Add-ons
Next, patients can add-ons like Glucomannan supplement, meal replacement shakes, Omega-3, or Vitamins D and B12.
Please note: these are over-the-counter products and they do not require a clinician's approval. If a patient adds these to their order, but their weight loss prescription is not approved, the add-ons will still be shipped anyway.
Step 11: Checkout & Account Creation
At this stage, the patient sets up their profile. They can either log into an existing account or provide their details to create a new one. This includes their name, email address, phone number, date of birth, and delivery address to ensure we know exactly where to send their treatment.
Step 12: Payment Verification
Patient enters their payment details to secure the order. They will be now redirected to their banking app to verify a £0 payment. This simply authenticates the card without charging the patient until the clinical team approves the prescription (they will then be charged automatically).
Patient needs to go back to checkout page to finalise the order.
Step 13: Order Placed
Once the order is placed, the journey moves from the website to the Numan App. The patient is prompted to download the app to complete their final checks.
This is a vital step, as confirming medical details and uploading weight verification photos can only be done within the Numan app.
On rare occasions, patients might enter the video consultation flow (if the patient has BMI under 25, and they have previously used weight-loss medication). They will receive an email (which can be located in customer.io) prompting them to book a time slot for a face-to-face video consultation.
Please see the example below:
Please see the whole flow here:
Step 14: App Verification
Once logged into the Numan app, the patient must complete the final steps. They will confirm their medical information to ensure everything is up-to-date and upload their weight verification photos. These photos are essential for our clinicians to visually confirm the patient's starting point before any medication is dispensed.
After the patient confirms their medical details in the app, they must complete the Photo Verification stage. To move forward, they need to upload:
A front-facing body photo
A side-profile body photo
A photo of their ID (to verify identity)
A photo of their previous prescription (only required if they have used weight loss medication before)
Please see weight verification flow here:
Once photos are uploaded, the order status changes to Pending Clinical Approval for our clinical team to assess:
Request to resubmit:
If the submitted photos fail to meet the guidelines, our clinical team will request a resubmission through the Numan app (photos can not be resubmitted via email). The patient will receive an email with a prompt to resubmit the photos.
If the next set of photos is accepted and the patient is eligible for the treatment and dose chosen, the first order will be processed and the first payment taken. However, if the photos still do not meet the guidelines, they will be contacted to resubmit them again.
Step 15: ID Verification
After the payment is taken, before the order is dispatched, our verification partner LexisNexis will automatically run an ID check to ensure that the patient’s full name, date of birth, and billing address are correct.
When a patient fails their ID check, they will have the opportunity to adjust their details and re-rerun the verification. If they are unable to verify their identity at this stage, they will need to get in touch with Customer Care and provide a photo of ID along with a proof of address.
See ID Verification SOP here.
When the patient replies to the email with proof of ID and billing address, the agent will then double-check the full name, date of birth and billing address and run the ID Verification again.
If verified, the first order will then be prepared for dispatch and the patient will receive an email confirmation once it's out:
If verification still fails - patient will be asked to provide additional information. If patient cannot provide the information requested - the order will be cancelled and fully refunded.
Once the prescription is approved, the patient’s subscription starts. They’ll receive a new pen every 28 days, following their titration schedule. The patient can change their next delivery date or pause their subscription through their Numan account. For a full cancellation, patient just needs to reach out to the Customer Care team.
Note: Numan is a subscription-based service to ensure treatment continuity.