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    FAQs

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      Registration

      How do I sign up to use the VideoGP app?

      To register with our VideoGP you need to: 

      1. Download the iOS VideoGP app or Android VideoGP app. 
      2. Register with us and log in. If you’re already a LloydsPharmacy Online Doctor patient, you can use your usual details to log straight into the app.
      3. Go through our simple ID check. You only have to do this once, when you first use our service.
      4. Book an appointment and pay for your one-off appointment or subscription to the service. 

      Will I need to prove my identification to register?

      Yes, as part of registration, you will need to go through an ID check process. To go through ID check you’ll need a proof of your identity handy (e.g. a passport or driving licence). Find out more about our ID check process ​​​​​​here

      Once you’ve been through this process once, you won’t have to go through it again. 



      How long does ID check take?

      ID check is usually very quick, but it can take up to an hour to confirm your ID after you’ve uploaded. You can come back to the app later to check if it’s been approved.

      You only need to go through ID check once, when you register with us.

      Is VideoGP an NHS service?

      VideoGP is not part of the NHS.

      If you have a repeat NHS prescription and you’d like to manage this online, you can use our NHS prescription service, LloydsDirect.  

      If I register with Video GP, do I need to leave my NHS GP?

      No, you shouldn’t leave your NHS GP. VideoGP is not a replacement for the full range of healthcare services you get from your NHS GP and local surgery. 

      Will you share my appointment notes with my NHS GP?

      We’ll only share information with your GP if you want us to. You can change your preferences for this by sending our Patient Advisory team a message in your Patient Record. You can access your Patient Record in the Online Doctor website, and you can use the same login information as in the app.

      Are there any exceptions?
      Sometimes our doctors might decide that they need to let your GP know about a treatment we’re giving you. But they’ll always let you know when they do this and talk to you about it during your appointment.

      Using the app

      How do I join a call?

      When it’s time for your video call, simply open up the app, select your appointment on the home screen, and click the green ‘join here’ button on the appointment screen.

      How many times can I use VideoGP?

      You can use the app as much as you like. Each appointment is 10 minutes long. If you need to speak about several things, you can always book another appointment. 

      Does VideoGP work on both iPhones and Android?

      Yes, it works on both. At the moment you can’t use it on an iPad or tablet.

      Appointments

      How do I book an appointment?

      You book your appointment in the app. Simply log in and click the green button ‘Book for peace of mind’. You’ll then be taken through the steps to book your preferred time, GP and reason for your appointment.

      What are the VideoGP opening hours?

      VideoGP service is open for appointments seven days a week, 8am-8pm. 

      How soon can I get a VideoGP consultation?

      You can usually get a VideoGP in as little as 30 minutes, subject to availability. 

      How long does the appointment last?

      Appointments are 10 minutes long.

      Can I discuss more than one problem during my appointment?

      Our GPS can only help with one problem per appointment. If you need help with more than one issue, please book another appointment.

      Can I book more than one appointment?

      You can only book one appointment at a time. If you’d like to speak to the GP again, please book another appointment.

      Can I book a VideoGP appointment for another adult or my child?

      No, our doctors can only talk to the person who has created the account, and at the moment we can only treat adults aged 18 and over.  

      Do I need to provide photos before my appointment?

      If there’s anything you’d like the doctor to take a look at during the appointment e.g. a rash, a sore or bruising, we’d like you to send photos beforehand.

      You can upload photos in the app, when you book an appointment or any time before your appointment. Simply select ‘upload a photo’ and either take a photo with your phone, or select one from your photo library.

      In some cases, our GPs will contact you before your appointment to ask for photos. You’ll get a notification by email or SMS to say that you have a message from us in your Patient Record on the Online Doctor website (you can use the same login information that you use for the VideoGP app). 

      Will the doctors examine intimate areas during the appointment?

      No, if your appointment is about an intimate area, please take a photo beforehand.

      Usually the GP will send you a message in your Patient Record on the Online Doctor website (you can use the same login information that you use for the VideoGP app) and ask for a photo. Please go to your upcoming appointment details in the VideoGP app and select ‘upload a photo’ with your phone, or select one from your photo library. 

      If you don’t get a message from us, but think you need to send us photos before your appointment, log into the VideoGP app, go to your appointment details and select ‘upload a photo’. 

      What should I do if I’m running late to my appointment?

      You can cancel your appointment in the app up to 30 minutes before it’s due to start.

      If your appointment is within 30 minutes, you can message us in your Patient Record on the Online Doctor website (you can use the same login information that you use for the VideoGP app) or contact our Patient Advisory team on 020 7989 9888.

      If you cancel a one-off appointment more than 30 minutes before the appointment starts you’ll receive a refund.

      What should I do if I miss my appointment?

      Please re-book. If you know you can't make your appointment, please cancel it in the app.

      Can I use the VideoGP service abroad?

      No, unfortunately you can’t use VideoGP from abroad, but we’re working on it. 

      I think I’m having a medical emergency or an urgent problem, can I book an appointment?

      No, the best thing to do is call 111 or 999, go to A&E, your local walk in centre or minor injuries unit.

      Prescriptions

      How do I get medication prescribed by the GP?

      If the doctor decides you need a prescription, we’ll send out your medication by next-day delivery to the delivery address you gave us when you signed up to VideoGP.

      When will my medication arrive?

      If you're prescribed medication by the GP, it will be sent out by next-day delivery. 

      • If your prescription is approved before 6pm Monday-Friday, your medication will be delivered the next day.
      • If your prescription is approved before 3pm Saturday or Sunday, your medication will arrive the next day. 

      Next-day delivery is subject to availability of stock and how quickly your prescription is approved. 

      Is there anything the doctors can’t treat or prescribe?

      Our doctors will not be able to treat:

      • Suspected stroke
      • Suspected convulsions or seizures
      • Severe pain especially of sudden onset, pregnancy complications
      • Severe bleeding, serious trauma to head,
      • Spine or limbs (e.g. broken bones or burns)
      • Severe mental health concerns (e.g. self harm, suicidal thoughts or psychosis)
      • Recurrent urinary tract infections (UTIs) defined as 2 or more UTIs in the last 6 months or 3 or more UTIs in the last 12 months or 
      • Potential signs of severe allergy such as lip or tongue swelling. 

      Our doctors will not be able to prescribe:

      • Repeat prescriptions
      • Vaccinations
      • Emergency contraception (you can request this treatment here)
      • Routine contraception (you can request this treatment here)
      • Vials
      • Ampoules
      • Infusion bags
      • Intrauterine device
      • Controlled drugs such as: 
        • Somatropin
        • Pregabalin
        • Gabapentin
        • Ketamine
        • Nabilone (cannabinoid based)
        • All benzodiazepines
        • Morphine
        • Fentanyl
        • Oxycodone
        • Pethidine
        • Pholcodine
        • Tramadol
        • Buprenorphine
        • Methadone
        • Please note this is not an exhaustive list, further details can be found here

      Can the VideoGP doctors provide repeat prescriptions?

      No, our service is not intended to provide treatment or repeat medication for people with long-term conditions. 

      Can I change my delivery address?

      Yes, you can amend your delivery address by sending one of our Patient Advisors a message in your Patient Record on the Online Doctor website (using the same login information that you use for the VideoGP app). 

      Doctors and confidentiality

      How confidential is the VideoGP service?

      All VideoGP consultations are live, they are never recorded or stored.
      Services are provided by qualified doctors who work for LloydsPharmacy Online Doctor, and are registered with the General Medical Council in the UK. LloydsPharmacy Online Doctor is registered with the Care Quality Commission.

      Find out more about the safety of our services, data security and privacy

      How secure is my information?

      All your patient information is held securely within your Patient Record.

      We recommend you make sure your device is set up with all the appropriate security settings.

      Who are the doctors behind VideoGP consultations?

      All our doctors are General Medical Council registered and have NHS experience. You can choose your preferred doctor in the app.

      If I share photos, will they be saved or stored?

      Any images uploaded in the app will be confidentially stored and form part of your medical record. They can only be viewed by our clinical team. 

      Troubleshooting

      I’m having an issue with the app, who do I contact?

      You can send us a message by logging into your Patient Record on the Online Doctor website (using your login information from the app) and one of our Patient Advisors will be in touch.

      I’m having an issue with ID check, who do I contact?

      You can send us a message by logging into your Patient Record on the Online Doctor website (using your login information from the app) and one of our Patient Advisors will be in touch.

      ID check can sometimes take up to an hour, so don’t worry if it doesn’t go through instantly.

      Subscriptions

      How much does a one-off appointment cost?

      A one-off appointment costs £49.99, this will include any medication if needed, next day delivery, fit notes and referrals if needed. 

      How much does a subscription cost?

      A monthly subscription costs £24.99 a month, this includes any medication required, next day delivery, fit notes and referrals if needed. There’s no contract and you can cancel your subscription any time.

      An annual subscription costs £14.99 a month and you will be committed to a 12-month plan. This includes any medication, next day delivery, fit notes and referrals if needed. 

      When will my VideoGP subscription payment come out of my account?

      We'll take your subscription payment monthly and we'll send you an email seven days before the payment is due to be taken. Sometimes your payment date might change, if it's toward the end of the month or falls on a weekend. 

      You can check your payment date from the ‘Account’ and ‘Manage Subscription’ screens of the app. Please contact us through your Patient Record on the Online Doctor website (you can use the same login information as the app) if you'd like to change your monthly payment date.

      Can I change my payment method?

      Yes, you can update your payment method in the app in the ‘Account’ and ‘Manage Subscription’ screens.

      How can I cancel my subscription?

      If you’d like to cancel, you can send us a message through your Patient Record on the Online Doctor website (you can use the same login information as the app) or call our Patient Advisors on 020 7989 9888.

      If you cancel your monthly subscription, it will run until a month after your last payment date, so you can keep using the service until your subscription ends.

      If you cancel your annual subscription you will be charged until the end of the 12 months you signed up for. You’re entitled to a 14-day cooling off period after signing up for a subscription. This means you can cancel your subscription and get a full refund up to 14 days after signing up for the subscription as long as you have not already had a consultation with one of our GPs. 

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