FAQS

Doctors on HelloDoc can assess and provide treatment recommendations for a wide range of non-emergency conditions that don't require physical examination, including: respiratory infections, skin conditions, allergies, minor injuries, digestive issues, urinary tract infections, headaches, mental health concerns (such as mild to moderate anxiety or depression), and prescription refills for stable chronic conditions. Please refer to our "What We Can Treat" list on our website for more comprehensive information. Remember that HelloDoc is not suitable for emergencies or conditions requiring immediate in-person care.

No, HelloDoc is not suitable for medical emergencies. If you're experiencing chest pain, severe bleeding, difficulty breathing, sudden numbness/weakness, altered consciousness, or any other emergency symptoms, please call 999 or go to your nearest A&E department immediately.

Yes, HelloDoc doctors can issue prescriptions based on clinical need. All prescriptions are issued electronically via the app and are recognised at most major pharmacies across the UK.

No, prescriptions are issued only based on clinical need as determined by the doctor during your consultation. The doctor will prescribe medication only if it's appropriate for your condition and medical history.

Yes. HelloDoc GPs follow strict guidelines for safe remote prescribing in accordance with UK medical regulations. We do not prescribe medications that:

• Require close in-person monitoring
• Have high risk profiles or narrow therapeutic windows
• Are classified as controlled substances
• Need specialist oversight or initial assessment
• Require regular physical examinations or laboratory tests without recent results

Medications we cannot prescribe include, but are not limited to:

• Controlled substances including strong opioids (e.g. morphine, oxycodone, tramadol), benzodiazepines (e.g. diazepam, lorazepam, alprazolam), Z-drugs (e.g. zopiclone, zolpidem), Gabapentinoids (e.g. pregabalin, gabapentin) and ADHD medications (e.g. methylphenidate)
• Medications requiring monitoring such as antipsychotics, mood stabilisers (e.g. lithium, sodium valproate), and anticoagulants (e.g. warfarin). However, our doctors may continue these medications if:
  • You can provide recent relevant blood test results
  • You're stable on your current dose
  • Your regular NHS care team is involved in your ongoing care
• High-risk treatments including isotretinoin, clozapine, and medications under NHS shared care arrangements
• Specialist treatments like biologics, injectable medications, and hormone therapies requiring specialist initiation
• Reproductive healthcare including emergency contraception and medical termination of pregnancy that require in-person assessment

Our GPs will always explain if they cannot prescribe a requested medication and will help direct you to appropriate local NHS or private services where proper evaluation can be conducted.

Yes, HelloDoc doctors can issue sick notes (fit notes), specialist referrals, and requests for pathology or imaging tests based on clinical need as determined during your consultation.

No, we don't charge extra for any of these services. HelloDoc offers a fixed-cost consultation with everything included. However, third-party pathology and imaging service providers will charge their own rates for carrying out these tests.

This depends on your specific insurance policy. We recommend checking with your insurance provider to determine if they cover HelloDoc consultations. We can provide detailed receipts for you to submit to your insurer for potential reimbursement.

Yes, HelloDoc can be used for ongoing conditions that are stable and suitable for telehealth management. Our doctors can provide advice, prescribe certain medications, and offer follow-up care. However, some complex chronic conditions may require in-person assessment, and our doctors will advise you if your condition is not suitable for telehealth management.

If you're referred for tests or to a specialist, the doctor will explain the reason and the next steps during your consultation. When tests are ordered through HelloDoc, results are requested to be sent directly to us and will be uploaded to medical record once received. You’ll be notified (via email / in-app notifications) when results are available. If you're expecting results, please monitor your notifications and contact our support team if you haven’t heard back within the timeframe advised by your doctor.

All doctors on HelloDoc are fully qualified UK General Practitioners who are registered with the General Medical Council (GMC), listed on the GP Register, and hold a license to practice medicine in the UK. Each doctor undergoes a rigorous verification process before joining our platform to ensure they meet our high standards of care.

We aim to have sufficient doctors available at all times, though there may be periods of high demand. Our goal is to connect you with a doctor within 15 minutes of requesting a consultation. The app will show you the estimated waiting time when you join the queue.

Currently, HelloDoc offers only a walk-in service where you'll be connected with the next available doctor. In the future, we plan to allow appointment bookings with specific doctors of your choice.

No, HelloDoc does not have access to your NHS medical records. It's important to provide complete and accurate information about your medical history, current medications, and allergies during registration and consultation.

Consultations typically last between 10-15 minutes, depending on the complexity of your condition. The doctor will take the time needed to properly assess your condition and provide appropriate care.

After your consultation, you'll receive a summary of your appointment, including any prescriptions, referrals, or sick notes issued. These will also be available in your HelloDoc account. If tests were ordered, you'll be notified when results are available, and whether a follow-up consultation is recommended.