General Queries


What is VideoDoc?

VideoDoc is a web portal and mobile app that allows patients to consult with their own doctor through a secure high-quality online video platform.

No online solution can ever completely replace seeing a doctor in person. However, the ability to triage, treat, diagnose, prescribe and follow up with patients in a virtual environment alleviates some resource burden. It also provides the utmost in convenience for patients.


What can I use VideoDoc for?

VideoDoc can be used for medical non-emergency consultations where a physical examination is not required. This is an excellent service for doctors and patients as an alternative to an in-surgery visit. Referrals to consultants and other healthcare professionals can also be arranged through VideoDoc.


Consultation Queries 


Can I prescribe medication?

Yes. You can prescribe medicines. All prescriptions are handled in the normal way in accordance with GMC remote prescribing guidelines.


Are discharge instructions included at the end of a VideoDoc consultation?

VideoDoc provides a discharge report which is sent directly to the patient’s VideoDoc account. The information provided is based on information you select from the VideoDoc platform.


Will my VideoDoc consultation be recorded?

No. VideoDoc respects the privacy of every patient-doctor consultation and we do not record consultations.


Can I hold consultations with children on VideoDoc?

Yes, if a patient is 16 years or under, they will need to register as a dependant and a guardian will need to be present for their consultation. Anyone over the age of 16 must register for their own account.


Technical Queries  


What do I need to use the VideoDoc service?

To access our website, you will need a laptop or computer with an internet connection. Your patients can download the VideoDoc mobile app on their mobile device.

Laptop or PC

You will need a laptop or PC which has a webcam (1.3 megapixels) and microphone (most webcams have a microphone built in) running on Windows 7 or higher, Windows Vista or Windows XP or a MAC running on OSX 10.6 (Snow Leopard) or newer.

You will need the latest versions of Google Chrome or Firefox. Unfortunately, VideoDoc is not supported on Safari, Edge or Internet Explorer.


Will I need broadband?

Our VideoDoc service will work with a low speed or high speed internet connection. We recommend using an internet connect rather than Wi-Fi when possible.


What happens if the internet or my connection drops while I am in my consultation?

Unfortunately, this can happen. If you are in the middle of your consultation when the connection drops, log back in straight away and the patient should still be there in your consultation. Alternatively, you can phone the patient. If you do not log back in straight away (within a few minutes) you will need to ask the patient to book a new consultation.


What happens if my video doesn’t work or stops working through my consultation?

If your video stops working but you are still in your consultation, you can message the patient through our online messaging service within the consultation. From here, you can also request that you call the patient if you would prefer to talk to them instead of messaging at any time.


What happens if I’m missing information on my screen?

If you are missing information on your screen or something is not appearing, refresh the browser window. If this does not work, log out of your session and log back in again.

If logging out does not work, close the browser and restart VideoDoc in a new browser session. Check to make sure multiple sessions are not running (in different tabs or different browsers) using the same login account. Multiple instances of the same account can result in unexpected behaviour (missing popups, etc.).


What happens if my patient doesn’t have access to a webcam?

VideoDoc is also available to patients via telephone consultation. When they check in for their consultation they have the option to see you via video/audio call on the website or via telephone call. If they don’t have access to a webcam, or would prefer to speak to you over the phone, they can select telephone call when checking in and you will be provided with their preferred number to contact them directly.


Two Factor Authentication Queries  


Why am I being asked to authenticate my account?

VideoDoc has two-factor authentication, also known as 2FA. This provides as an extra layer of security by asking you to choose a mobile number or email address to verify your account, in addition to your VideoDoc password. You will be asked to authenticate your account the first time you log into VideoDoc and anytime you login on a new PC, laptop or mobile device.


How do I authenticate my account?

The first time you log into your VideoDoc account you will be asked if you would like to authenticate your account with either a mobile number or email address. Select which method you would like to use, enter your mobile number or email address and press enter. A code will be sent directly to your mobile number or email address. Enter the verification code received on the VideoDoc login page and press submit. Your device is now authenticated. You won’t have to repeat this again unless you login on a new PC, laptop or mobile device.


What happens if I don’t receive the verification code?

If you haven’t received the verification code you can request a new code on the VideoDoc login page. If using your email address to authenticate your account make sure you check your junk or spam folders. If you are still having problems receiving your verification code, call our VideoDoc Care Team on 0203 744 4226 and they will be able to assist you.

My Account Queries  


How do I get a VideoDoc account?

Complete our online form and we will email you with login details once your account has been verified and setup.


What happens if I forget my password?

No problem, you can click on the Forgot Password link on the login screen. You will be asked to enter your email address to reset your password. Follow the instructions on the email to reset your password.


Can I update information I have entered after registration?

Yes, you can update any information you have previously entered in your VideoDoc account. Select My Profile, update the fields you would like to change and click on Save.

Security and Privacy Queries  


Is VideoDoc secure?

We take security and privacy very seriously. We comply with the UK Standards of Data Protection and Privacy and the US standards: HIPAA (Health Insurance Portability and Accountability Act). Please read more about Security and Privacy in our Terms and Conditions.

Who has access to the consultation notes and history I provide patients?

Patients will have access to their own personal health record where they can see clinical documentation on discharge that has been provided to them.

Complaints and Enquiries  


If I have a complaint, who do I contact?

We take complaints very seriously and will ensure they are acknowledged in writing within 24 hours. Depending on the nature of the complaint and the level of investigation required, we aim to respond to you within 72 hours.

You can send in your complaint a number of ways:

  • By email to:
  • By telephone to our Care Team on 0203 744 4226
  • By Post to VideoDoc, 7 Grosvenor Gardens, London, SW1W 0BD, England.


What if I am not satisfied with the response I receive?

If you are not satisfied with the response to your complaint you can speak with one of our Care Team Managers by calling 0203 744 4226 between Monday to Friday, 8am until 10pm.


If I want to submit a general query or enquiry, who do I contact?

Technical Queries 

If you have any technical issues with the VideoDoc website or mobile app, please contact our Care Team on 0203 744 4226 or email

Subscription Queries

For any subscription Queries, please contact our Care Team on 0203 744 4226 or email