Your Journey

I used to be your patient, can I return?

Absolutely. Please get in touch with us here ( to let us know you'd like to return and we get get easily your membership set up again. Please note that if it has been longer than six months since you were last with us, we will require you to have a Returning Patients session, and provide us with updated medical and personal information. Depending on your case, we may also require updated blood test results.

Does exercising help with body fat redistribution?

Yes. There is a great deal of evidence from various different studies and trials that demonstrate consistently that regular exercise can lead to preferential fat reduction, even in the absence of weight loss. Aerobic exercise significantly increases your body’s ability to utilize fat. Visceral fat - that is the type of fat that surrounds your internal organs - in particular has been associated with a range of non-communicable chronic diseases such as diabetes and hypertension. By exercising you ...

If I am undertaking counselling with one of your therapists, will I still need to book my Information Gathering Session?

Our Information Gathering Session (IGS) is mandatory and will still be needed to complete the Appraisal Pathway Process, even if you are receiving counselling from a member of the team. You can find out more about our approach to assessments here ( You can book your Information Gathering Session here (

I have been informed that my case is under review. I have been waiting much longer than two weeks for an update on my case. When should I expect a response?

While we try to process all cases within 1-2 weeks, an increase in patient numbers or a complexity in a specific case can lead to delays. Please contact us via the Help Centre ( with details of your case and a member of the team will get back to you within 24 hours.

I've been told I need a second Information Gathering Session, why?

Occasionally, it may not have been possible to gather all the information in one session, so we will ask you to book another one. If the counsellor has any safeguarding concerns then you may need a second session with the head of the wellbeing team. If there are any concerns that you aren't able to give informed consent, we may ask you to book another session. We will always explain why you need a second session.

My medical status has changed because of a recent diagnosis or procedure. Will this affect my transition/medication?

We will always try to find the best treatment pathway for you. However, some conditions and procedures may affect what is safe. Please send us a message ( with specific details and a member of the team will get back to you within 48 hours.

I no longer wish to pursue my transition. Is there any support you can offer?

Some people come to a point where they decide transition is not right for them. It may be an issue of timing, or they may have found their journey too difficult. Whatever the reason, the most important thing is to do what is right for you. If you want to cancel your subscription you can do so at any time by contacting us via our Care Centre (, and a member of the team will come back to you within 48 hours. If you need ongoing support, or just want someone to talk to, y...

I have been on HRT for six months. What's next?

You need to submit your blood tests every three months and to request prescriptions when you need them. We advise that you reorder your prescription when you have four weeks worth of medication remaining from your current supply. You can order your prescriptions here ( Blood test results can also be uploaded through this form. We also recommend that you have a short Follow Up Session to check in with the Wellbeing team every 6 months. If yo...

Do I need to have a follow up session?

Yes - Follow up sessions are a mandatory requirement every six months. They cost £30 per session. You can book a follow up session with us ( here.