FAQ'S

What is Video Doctor?

Video doctor is an online consultation service, set up by a practicing doctor (GP) to make access to a doctor easy for patients and to use technology to improve communication between patients and health professionals for better health outcomes.

How soon can I get an appointment?

This varies depending on how busy your Doctors are but generally within a few hours. If there are no appointments available immediately you can check availability on other days up to 3 days in advance.

Is this service free?

Video doctor is a paid for service to consult with a doctor online.

It is free to use for patients if their registered GP practice is using this platform.

How long is the appointment for?

Video doctor appointments are for 15 minutes.

Is this a NHS service?

Currently video doctor is not a NHS service. However if your GP practice is using video doctor for consultations, you do not have to pay for this service to consult with your GP.

Can we use this service in an emergency?

NO. Video doctor is NOT SUITABLE IN AN EMERGENCY. You should call 999 or your local emergency number if in an emergency.

Who can use video doctor?

You must be 18 years of age or older. You must have your own video doctor log in.

How do I access video doctor?

You can access video doctor online at www.videodoctor.net using a desktop or laptop with a built in camera and microphone. The latest version of Google Chrome must be used.

You can also access our platform on your mobile phone or tablet by downloading our App video doctor for iPhone and Android.

Why would I need to select a Pharmacy?

A number of independent pharmacies use our service, allowing you to collect or have treatments delivered from a local Pharmacy nominated by you. Please note: additional charges may apply for delivery.

How do I know when my order is ready for collection?

Your nominated pharmacy will email you when treatment is ready for collection. If you have selected a delivery option, you will receive email confirmation including delivery information.

How do I pay for my treatment?

We accept payments online via credit and debit card and via PayPal.

What if the selected pharmacy does not have my medication?     

Most pharmacies get out of stock medication within 24 hours. You can speak to your pharmacist and get your medication from another pharmacy if need be.

What if the pharmacy cannot locate my prescription?   

All Prescriptions are sent by email to the nominated pharmacy and the patient. If the pharmacy can’t locate your prescription, you can show your prescription sent to you by email. However, if you have any issues, please contact us immediately.

Can I cancel my order once it has been approved by the doctor?

Processing of prescriptions is done and delivered instantaneously by the doctor during or immediately after a consultation.

Accordingly, you agree that we will have commenced the service at your request; you also agree, that if you cancel an order, we reserve the right to charge a cancellation fee based on any reasonable costs that we have, already incurred. If the doctor has issued the prescription a full charge is applied. If not no charge is applicable.

You may not cancel the order, and shall not be entitled to any refund, once your request for a prescription has been approved and issued by a doctor.

What if I have medical exemption card and don’t pay for my medication?

This is a private medical service. You are required to pay for this service if you wish to use our services.

What if I am under 18 or want to order for my child?

At present, we are unable to accept orders from anyone under the age of 18 and our doctors are not allowed to prescribe on behalf of another person.

Can I place my order over the telephone?

Unfortunately, this is not possible. Prescriptions can only be issued after a consultation with a Doctor and at the Doctor`s discretion. This is to ensure the Doctors have all the information required for safe prescribing.

Do I need a prescription for treatment?

Yes. Our doctors review each patient to understand their suitability for treatments before issuing a prescription. Once completed, prescriptions are sent electronically to your nominated pharmacy.

Does the service offer a repeat prescription?     

For certain medications,  repeat prescriptions may be available. However, these will be shown in your patient record and need to be approved by the doctor with further consultations.

Can I have more than one account with the same email address?

No, each account requires a different email ID, so only the registered person is contactable. When using our services, you undertake to not have more than one account, and agree to Terms and Conditions.

How do I know if the medication is genuine and safe to order online?

All pharmacies in the UK are verified and registered with the General Pharmaceutical Council (GPHc), having their own pharmacy registration numbers. It means all products you receive, come from genuine registered pharmacies. You can also nominate your local pharmacist as your preferred pharmacy.

Is my patient record linked to my NHS medical record?

We do not have access to any of your previous medical records. We recommend that details of your consultation are shared with your GP, however, you have the option to opt out of this during registration.

What if I want to close my account?

We can fully deactivate your account, however please note by law, the notes from your previous consultation are required to be stored by us. For further information or to request account closure, please email support@videodoctor.net

Is my information shared with my GP?

Yes, we will share your information with your GP unless you specifically select to opt out during registration.

After I have collected or had treatment collected, can I return it?

UK law does not allow the return of medications. However, if your order arrives or when you collect, it appears to have been tampered or damaged, please contact your nominated pharmacy.

What if I already have a private prescription?

Unfortunately, our service is based on doctors reviewing your condition before issuing a prescription to your nominated pharmacy. If you already hold a private prescription, please contact your local pharmacy for further information.