What is VideoDoc?
VideoDoc offers online doctor consultations anywhere you can access the internet. Using a computer or mobile device you can have a secure video consultation with a GP, without the need to make an appointment, although you also have the option to schedule an appointment for a time to suit you. Access to the VideoDoc online doctor service is through www.videodoc.co.uk or the VideoDoc iOS or android app.
What can I use VideoDoc for?
VideoDoc provides access to a GP online, offering patients an immediate diagnosis of everyday illness, advice on health issues or when appropriate a prescription or fit note. VideoDoc is an excellent service for you and your family to use if you need to see a doctor immediately.
When to use VideoDoc?
– For diagnosis and treatment of everyday illness
– If you need a prescription
– When worried about a personal health issue
– When in need of a referral for immediate treatment
– When considering A&E for a non-emergency situation
– When you are not comfortable talking to your own doctor about an issue
– When your usual doctor is unavailable
– When travelling and in need of medical care
Do I need to have Health insurance to use VideoDoc?
No. VideoDoc charges £20 to see a doctor with no additional or hidden costs.
Can VideoDoc handle emergency situations?
No, if you think you are having a life-threatening emergency, call 999 immediately.
VideoDoc is unable to treat conditions like severe chest or abdominal pain, difficulty speaking or breathing, any stroke symptoms, weakness or numbness.
When is VideoDoc available?
The doctors are available 7 days, 8am to 10pm.
How much does it cost for a consultation?
The cost of an online doctor consultation is £20.
How much is an annual subscription of unlimited* doctor appointments?
A 12-month subscription for unlimited use of VideoDoc costs £55 for you or £140 for a family of four.
*Terms and conditions apply including a fair usage policy of 7 appointments per year.
Will I get a receipt?
Yes, you will receive a receipt directly to the email address registered to your VideoDoc account.
Where are VideoDoc doctors based?
All doctors offering services with VideoDoc are based in the UK and are registered with the General Medical Council (GMC).
What is the wait time to see a doctor?
The doctor will typically begin your consultation in less than 10 minutes, a member of the Care Team will make contact after approximately 5 minutes to advise of when you can expect your consultation with the doctor to start.
Can a fit note be issued?
If the doctor deems it appropriate they can issue a fit note. Your fit note will be available to you in your personal discharge document, accessible in your Consult History. If you would like your fit note to be sent as a separate document to your email you can contact the Care Team to assist you with this request.
Can I claim the cost of my consultation from my medical insurance?
We advise all patients to check their benefits plan to understand if the fee can be reimbursed, or speak to your insurance provider directly to confirm eligibility.
Can I choose the doctor I want to see?
Yes, you can select a doctor using our appointment option, here you will see a list of doctors and their available consultation times.
Can a referral to a consultant be made?
VideoDoc doctors will only issue referrals for immediate care such as A&E, they do not refer for diagnostic tests or secondary care.
Can a consultation be cancelled?
Yes, you can cancel a consultation at any time prior to seeing the doctor. Please contact the Care Team to request a refund.
What happens if I miss my consultation?
If you miss your consultation for any reason please contact the Care Team on 0203 744 4226 who will assist you further to re-arrange an alternative time to see a doctor.
Can children use VideoDoc?
Yes, the VideoDoc service is suitable for patients between the ages of 2 and 16 years. They need to be registered as a dependant on a parent or guardian’s account and the primary account holder will need to be present during the consultation. Anyone over the age of 16 must register for their own account to see a doctor with VideoDoc.
The VideoDoc online doctor service is not suitable for children under the age of 2.
If I am on holidays and become ill, can I use the service abroad?
Yes, this is one of the benefits of VideoDoc. If you become ill abroad, you can log in the usual way and see a doctor. If a prescription is appropriate we can send the prescription to a pharmacy anywhere in Europe.
Will VideoDoc be able to provide a prescription?
Yes, when appropriate you can be prescribed medication.
Is there an additional fee for a prescription?
No, there is no extra charge to receive a prescription.
How are prescriptions issued?
Prescriptions are sent to your preferred pharmacy, or directly to you if you prefer. If you need your medicine/s immediately the doctor will fax the prescription to the pharmacy.
Can I get repeat prescriptions?
All prescription requests will require a consultation with a doctor.
Can I be prescribed controlled drugs?
Doctors are unable to prescribe controlled drugs.
Will all pharmacies accept VideoDoc prescriptions?
A prescription from a VideoDoc GP is the same as the one which you receive from an in-person consultation with a doctor.
If you have any difficulty relating to your prescription contact the Care Team for immediate assistance on 0203 744 4226.
What do I need to use the VideoDoc service?
To access our website, you will need a computer or mobile device with an internet connection.
You will need a computer which has a webcam and microphone (most computers have both 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.
The VideoDoc app will work on any device running iOS 9.0 or above. You can access our iOS app in the App Store.
The VideoDoc app is available to all android users running the latest version of their browser. You can access our android app in Google Play.
Can I use VideoDoc if I don’t have access to a webcam?
Yes, VideoDoc is also available by telephone consultation. Whilst checking in to your consultation you have the option to select a video or audio call within the platform or a telephone call. If you don’t have access to a webcam or would prefer to speak to the doctor over the phone, select Telephone Call when checking in and a doctor will contact you directly on your preferred number.
What happens if my connection drops while I am in my consultation?
We understand this can happen. If you are in the middle of your consultation when the connection drops, log back in straight away and the doctor should still be there in your consultation. Alternatively, the doctor can phone you. If you do not log back in within a few minutes you will need to log in and book a new consultation. Contact the Care Team for a coupon code to allow you to by-pass the payment request.
What happens if my video doesn’t work or stops working during my consultation?
If you experience problems with your video connection but you are still in your consultation, you can message the doctor through the on-screen chat service. From here, you can also request that the doctor calls you, if you would prefer to talk to them instead of messaging at any time.
Two Factor Authentication Queries
Why am I being asked to authenticate my account?
VideoDoc has two factor authentication, also known as 2FA. This provides an additional layer of security by asking you to use 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 computer or mobile device.
2FA is optional for patients so it’s up to you whether you would like to have this on your VideoDoc account.
How do I authenticate my account?
The first time you log into your VideoDoc account select which method you would like to use, enter your mobile number or email address (we recommend using both). A code will be sent directly to your mobile number or email address. Enter the verification code you receive on the VideoDoc login page and your device is now authenticated. You won’t have to repeat this again unless you login on a new computer 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, please contact the Care Team for assistance on 0203 744 4226 and they can assist you.
My Account Queries
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 in the email to reset your password.
Can information be updated after registration?
Yes, you can select the Edit button in your patient info to update any fields you would like to change. By clicking Save, this information is updated.
Adding or removing a dependant:
To add a dependant, the parent or legal guardian should log in to their own account and click on the Add Dependant icon. Complete all the relevant fields to register the dependant. Once their dependant is added to the account, they can be seen by the doctor in the usual way.
To remove a dependant contact the Care Team for assistance on 0203 744 4226 or email@example.com.
Security and Privacy Queries
Who will see a my medical and health information?
VideoDoc takes security and privacy very seriously. Only those registered on your account, the doctor completing your consultation, and as in any GP practice, specially trained Care Team members can access your personal health information.
What payment service do you use?
VideoDoc payments are powered by Stripe. Your card details are not stored on our website or mobile app. All card details are encrypted with SSL before transmission.
Will you share any of my information with my insurance provider?
No medical information will be shared with any third parties by VideoDoc. Our VideoDoc service provides the same level of patient-doctor confidentiality that you would receive if you visited a doctor’s surgery.
Is all email communications sent between me and VideoDoc kept private?
Absolutely. All email communication is sent through secure email. Every message is encrypted and stored in a secure manner.
Will my consultation notes be sent to my own doctor?
We always recommend you make your own doctor aware of consultations provided by another doctors to ensure continuity of care. During your consultation with VideoDoc the doctor will ask you if you would like us to share the notes of your consultations with your own doctor, we will comply with your consent whether permission is confirmed or declined.
Should you decline consent but would like us to provide these in the future, we can also arrange this at any time. You can also access your own notes 24/7.
Complaints and Enquiries
If I have a complaint, who do I contact?
We are always happy to help, the Care Team are available 7 days, 8am to 10pm.
We understand there are times patients may be unhappy with a service they receive, 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 48 hours, if not sooner.
You can contact us in the following ways:
– By email to firstname.lastname@example.org
– 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 to our Care Team Manager by calling 0203 744 4226, 7 days, 8am until 10pm.
If I want to submit a general query or enquiry, who do I contact?
If you have any technical issues with the VideoDoc website or mobile app, please contact our Care Team on 0203 744 4226 or email@example.com.
For any subscription queries, please contact our Care Team on 0203 744 4226 or firstname.lastname@example.org.