Terms for video consultation
Please read these before your consultation. By continuing, you accept them.
A video consultation is not for emergencies.
For chest pain, breathlessness, severe bleeding, stroke symptoms, loss of consciousness or any medical emergency, call 108 or go to the nearest hospital immediately. Do not wait for a consultation.
1.What the consultation is
A qualified doctor speaks with you by video or phone, listens to your history, reviews any reports you share, and advises you. It suits follow-ups, report reviews, medication queries and conditions that do not need a physical examination.
2.The doctor cannot examine you
A remote consultation has real limits. The doctor cannot palpate, auscultate, take your vitals or perform any physical examination. If your condition needs one, the doctor will say so and advise you to be seen in person — that is a proper outcome of the consultation, not a failure of it.
3.A prescription is at the doctor’s discretion
The doctor prescribes only where it is clinically appropriate and permitted by the Telemedicine Practice Guidelines. Certain categories of medicine cannot be prescribed remotely at all. You may complete a consultation and correctly receive no prescription.
4.This consultation is valid for 3 days
Your consultation covers follow-up questions on the same complaint for 3 days from the call. After that, a further consultation is a new booking. A new or unrelated complaint is a new consultation from the start.
5.What we need from you
Give accurate information about your symptoms, your history, your allergies and every medicine you are taking, including anything bought without a prescription. Advice given on incomplete or incorrect information can be wrong, and the responsibility for that is yours. Have your reports and medicine strips to hand before the call.
6.Identity
The consultation is for the person named in the booking. The doctor may ask to confirm identity and, for a patient who is a minor, may require a parent or guardian to be present on the call.
7.If the call does not connect
Video calls depend on your network and ours. If the call fails or the quality is too poor to consult safely, we reschedule it. Tell us on 63011 72828 and we will arrange another time.
8.Your records
We keep a record of the consultation and any prescription, as we are required to. It is handled as described in our privacy policy. The call itself is not recorded.
9.Payment
The consultation fee is payable in advance and is not refundable, including where the doctor advises an in-person examination or does not issue a prescription. Both are legitimate outcomes of a consultation that took place.
10.Limits of this service
Advice given remotely is based on what you describe and what you share. It does not replace an in-person examination, an investigation or emergency care, and it is not a diagnosis of anything the doctor could not observe.
Any question about these terms — call us on 63011 72828 or 99081 45859 before you book. We would rather answer it now than after.