Patient Identity Verification

We may ask you to verify your identity when you register with Doctor Care Anywhere. This helps us protect the integrity of your clinical record and ensures that nobody else can use your account. If you have any questions about the verification process, you should find the answer on this page.

Do you need to verify your identity?

We might not ask you to verify your identity at all, it depends how you access the service. However, if you register for a self-pay account or are invited to join by a family member, we’ll need you to provide some additional information before you start booking appointments.

 

Why do we ask patients to verify their identity?

We work closely with the Care Quality Commission, who independently regulate all healthcare providers in the UK. Our identity verification process reflects their recommendations and help us ensure that our service is safe, secure and effective.

 

Verifying your identity

Should you need to verify your identity, or the identity of a family member, we ask you to submit relevant documentation. We accept valid passports, driving licenses and national identity card for adults. You’ll need to confirm proof of parental responsibility to activate a child’s Doctor Care Anywhere account.

 

Uploading your verification documents

It’s easy to upload your identity documents so we can complete the verification process. As a registered patient, you can view your account status from the Plan, Family and Billing section. If you need to verify your account, we’ll prompt you to upload the necessary documents.

 

Confirming parental responsibility

We will also ask you to confirm parental responsibility for any children under the age of 18 whom you add to your policy. You can do this by uploading a copy of a valid birth certificate or order of guardianship on the child’s behalf.

 

General Questions

Why is identity verification important?

Our identity checking process follows recommendations outlined by the Care Quality Commission. We work closely with them to ensure that we provide a safe, effective service. Identity verification is one of many ways we can protect the integrity and accuracy of your healthcare records.

Who are the Care Quality Commission?

The Care Quality Commission are the independent regulators of health and social care in the UK. Their job is to ensure that all healthcare services provide safe, effective, caring and high-quality care to patients.

Why do I have to verify my identity when a family member doesn't?

It all depends how you registered for the service. Some patients have access via an employer. By providing us with details of those patients, the employer has effectively performed the identity check. Alternatively, if you register directly and input your own details, we need to verify your identity. This includes patients who were invited to use the service by a family member who does have access through an employer.

Which patients need to verify their identity?

If you fall into any of these groups, you will need to provide proof of identity for either yourself or a family member:

  • Parents and Guardians – you’ll need to provide proof of parental responsibility before you start booking appointments for any under 18 members registered under your account. We’ve included a dedication section relating to verifying children’s accounts below.
  • Self-Paying Members – If you pay Doctor Care Anywhere directly for your access to the service (i.e. not through an employer or insurer), you will need to verify your identity upon registration.
  • Adults Who Are Added to Another Family Members Policy – If you receive the service as the result of a benefit (such as a corporate benefits package) whose primary recipient is another member of the family, you will need to provide identity verification documents.

How do I know whether I need to verify my identity?

We’ve made this as easy as possible for you. Simply log in to your Doctor Care Anywhere account and follow the links from the homepage to your ‘Plan, Family and Billing’ page. If you need to provide valid identity documents, you’ll be prompted to do so from there. If you don’t see a prompt, then you don’t need to take any further action.

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Verifying an adult’s identity

What do I need to do to verify my own identity?

It doesn’t take long to verify your identity if it’s required. You’ll need to upload a scanned copy of one piece of photo ID, and we accept passports, driving licenses or official national identity cards. Your ID must be valid and current. We will then ask you to take a clear photo of your head and shoulders, which we will compare against your identification document(s).

Can I use of a photograph of the document or does it need to be a scan?

We will accept photos as well as scans of your documents. If you take a photo of the document, place it on a flat surface and take a picture from above. Make sure you capture the whole document, and that the photo is clear and in focus.

When should I upload my identity documents?

You can verify your identity at any stage, but we strongly encourage you to do it as soon as you register. This will ensure that your account is ready if and when you need to book an appointment so you can avoid any delays.

What happens after I submit my identity documents?

Our customer service team will check your documents when you’ve uploaded them. As long as they don’t find any problems, they will automatically activate your account. You can check the status of your verification request via the Plan, Family and Billing section of your account.

How long will it take the team to verify my documents?

We aim to verify your identity documents within 24 hours on weekdays, but it may take longer at the weekend. If you need an urgent appointment, then we’d encourage you to contact us after you’ve submitted the documents so we can prioritise your case. This is why it’s better to upload your documents before you need an appointment.

What happens if I can’t or don’t provide relevant documentation?

You won’t be able to book an appointment until you have submitted your identity documents if we require them from you.

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Verifying a Child’s Policy

Do I need to provide proof of identity for a child?

We will ask you to provide proof of guardianship for any patient under the age of 18 whom you add to your Doctor Care Anywhere policy.

Which documents can you use as proof of guardianship?

We can accept the following documentation as proof of guardianship:

  • Birth Certificate
  • Letter of Guardianship
  • Copy of your child's passport

Please ensure that any scan or photo of the documentation is clear and legible.

What if I’m not the legal guardian of the child?

This can be tricky, and we’d encourage you to contact us between 9am and 5:30pm, Monday to Friday so you can discuss this with a member of our compliance team.

What happens after I’ve submitted proof of guardianship?

Our customer service team will verify your guardianship documents and contact you if there are any problems.

How long will it take the team to verify the guardianship documents?

We aim to complete the verification process within 24 hours on weekdays, but it may take a little longer on weekends. We strongly recommend that upload the documents as soon as possible so you avoid any delays when booking an appointment.

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