FAQs

Here’s a list of some of the most commonly asked questions we get.

Service and appointments

What is Doctor Care Anywhere?

Doctor Care Anywhere gives you safe, high quality healthcare, wherever and whenever you need it. Our doctors take the time to understand your concerns, and use the latest technology to ensure the care and support you receive is second to none.

Doctor Care Anywhere is a doctor-founded and patient focused GP service that helps make it easy for you to look after yours and your family’s health. We offer video and phone GP consultations as well as prescriptions, specialist referrals and fit notes. In addition to having 24/7 access to your medical record, we also have various tools and tracking systems to help you monitor and manage your own health and you can use our service wherever you are in the world.

When it comes to health and wellbeing, we want to give you and your family the best possible medical advice and peace of mind, whenever and wherever.

Are you part of the NHS?

For patients who access our service through a pay-as-you-go subscription, an employee healthcare scheme or through an insurance provider, Doctor Care Anywhere is not a part of the NHS. We support the NHS by helping to alleviate the pressures and demands on NHS services, but we do not provide NHS services to these patients.

For patients who access Doctor Care Anywhere as part of a service offered by their NHS GP practice, we are providing an NHS service.

Can I get an emergency appointment?

It is important to know that Doctor Care Anywhere is not an emergency service.

If you are in the UK and have a medical emergency, you’ll need to call 111 or 999, or go to your nearest A&E.

If you are outside of the UK and have a medical emergency, these numbers may be useful to you.

A list of the types of emergencies we do not treat is available under "Treatments and diagnosing".

For non-emergencies, we can normally offer an appointment within 4 hours of booking, if not sooner. Most patients can get an appointment on the same day.

Can I get a same day appointment?

Most of our patients can get an appointment on the same day.

Can I sign up and book over the phone?

All appointments must be made online through the Doctor Care Anywhere website or app. To book an appointment you will need to login to your DCA account on your computer, tablet or smartphone.

You can choose to have an appointment by telephone, but you need to book the appointment online.

Is Doctor Care Anywhere only for people from the UK?

Not at all. People of any nationality can use our service.

Can Doctor Care Anywhere be used by expats?

Yes, you can use Doctor Care Anywhere wherever you live.

How long does it take to sign up?

It takes just a couple of minutes to create an account on the Doctor Care Anywhere app or website and then seconds to book an appointment at a time convenient for you.

Do you offer a free trial?

Unfortunately, we don’t offer free trials to our service.

Appointments

Prescriptions

Can I get a prescription?

Yes, Doctor Care Anywhere GPs can write you a prescription.

Can I get a prescription on the NHS?

Patients who access our service through a pay-as-you-go subscription, an employee healthcare scheme or through an insurance provider cannot receive an NHS prescription from Doctor Care Anywhere. We provide private prescriptions for these patients.

For patients who access Doctor Care Anywhere as part of a service offered by their NHS GP practice, we are providing an NHS service. 

Can I get a repeat prescription on the NHS?

Patients who access our service through a pay-as-you-go subscription, an employee healthcare scheme or through an insurance provider can order NHS repeat prescriptions, which will be sent to your NHS GP for authorisation.

For patients who access Doctor Care Anywhere as part of a service offered by their NHS GP practice, we can provide repeat prescriptions after you have had a consultation with a DCA GP.

How much does a private prescription cost?

Our GPs write private prescriptions for patients who access our service through a pay-as-you-go subscription, an employee healthcare scheme or through an insurance provider.

The cost of medicines can vary to the standard NHS prescription charges and we have no control over what your local pharmacy will charge. Some charge for fulfilling a private prescription.

Our doctors will always try to prescribe you the most cost-effective medicine and will let you know if it is going to be expensive.

As a rough guide, our UK delivered private prescriptions tend to cost less than £10 per item, including delivery.

What is an ePrescription?

An ePrescription is an electronic prescription. The ePrescription is more convenient and safe as it can only be redeemed once.

Will my local pharmacy accept an ePrescription?

For patients who access our service through a pay-as-you-go subscription, an employee healthcare scheme or through an insurance provider, Doctor Care Anywhere have agreements in place in the UK with Tesco Pharmacy, Day Lewis and Rowlands Pharmacy, who all accept ePrescriptions.

For patients who access our service through their GP practice, prescriptions will be sent to your local pharmacy, as currently happens after consultations in your practice.

We are working with more pharmacy chains and independent pharmacies to ensure that these ePrescriptions are accepted more widely. If you are out of the country, we can send your prescription to your nearest local pharmacy or have your medication delivered directly to you.

Can you email my prescription directly to me?

In certain cases we can but we prefer to send your prescription straight to your nearest local pharmacy or organise for your medication to be delivered.

Can you send my prescription to my local pharmacy?

Yes, we can. Just let the doctor know where you would like your prescription sent at the end of your consultation.

Can I get my prescription medication delivered?

Patients who access our service through a pay-as-you-go subscription, an employee healthcare scheme or through an insurance provider can have your medication delivered to your door. Once you have had your consultation, just let the doctor know that you’d like to have your medication delivered and we will help arrange for this to happen. Medication can be delivered in 4 hours within London, 24 hours in the rest of the UK and 48 hours globally.

If you are in any country within the European Economic Area, you should be able to get your medication on the same working day as your consultation. Whether that’s using our prescription delivery service or arranging to pick up your prescription from your local pharmacy, we will do our best to get you the right medicine, fast. For countries outside of Europe deliver can take as much as 72 hours and the best advice for an immediate issue would be to speak to your local pharmacy.

If you’re still unsure, please contact our customer services team at contactus@doctorcareanywhere.com or give them a call on +44 330 088 4980.

Can I get my prescription medication on the same day?

If you are in any country within the European Economic Area, you should be able to get your medication on the same working day as your consultation. Whether that’s using our prescription delivery service* or arranging to pick up your prescription from your local pharmacy, we will do our best to get you the right medicine, fast.

For countries outside of Europe deliver can take as much as 72 hours and the best advice for an immediate issue would be to arrange speak to your local pharmacy.  If you’re still unsure, please contact our customer services team at contactus@doctorcareanywhere.com or give them a call on +44 330 088 4980.

*Available to patients who access our service through a pay-as-you-go subscription, an employee healthcare scheme or through an insurance provider

Can I use my prescription internationally?

Patients who access our service through a pay-as-you-go subscription, an employee healthcare scheme or through an insurance provider can use the Doctor Care Anywhere platform internationally.

For those patients, if you're in a country that's a member of the European Economic Area (EEA), we can send your prescription through to a local pharmacy. Our admin team will let you know when your medication is ready, so you can collect it.

If you're in a country outside the EEA, we will provide advice on the best course of action. You will be able to collect your medication 'over-the-counter' in many countries, but we recommend that you seek local advice when seeking a trusted pharmacy.

Other countries are subject to strict regulatory rules and you may need a prescription from a local doctor before you can collect your medication. These countries include the USA, Canada, Australia, Singapore and Hong Kong. Our doctors can recommend appropriate medication during your consultation, but we cannot guarantee that you'll be able to source the medication without a local prescription.

Is there any medication that you cannot prescribe?

Certain medications are not suitable to be prescribed through remote clinical services. This includes controlled drugs (such as diazepam), strong opiates (such as morphine and tramadol), and medication which require close monitoring (such as methotrexate).

Prescriptions

GPs and clinical governance

Are the Doctor Care Anywhere GPs fully trained?

All our doctors are UK-trained General Practitioners (GPs) who are registered with the General Medical Council (GMC) and who qualified with the Royal College of General Practitioners (RCGP). 

They have at least 5 years' post qualification experience and all undergo the regulatory monitoring of their medical practice. 

All our doctors receive bespoke video consultation skills training and we have rigorous recruitment, training and continuous performance management processes in place to ensure our GPs are at the top of their game at all times.

Are the GPs based in the UK?

All of our GPs are UK-qualified and registered with the GMC. While the majority are UK based, some provide consultations from Europe or elsewhere.

Can the GPs speak any other language?

All our GPs consult in English. Any other languages spoken will be listed on their doctors profiles on our site and app.

How experienced are your GPs?

All our doctors have at least 5 years' post qualification experience, either in the NHS or in the private sector in the UK.

Can I select the GP I want to see when booking my appointment?

Patients who access our service through a pay-as-you-go subscription, an employee healthcare scheme or through an insurance provider can choose your Doctor Care Anywhere GP by the areas they specialise in, the languages they speak, by name if you’ve seen them before or by gender if you’d prefer to speak to a male or female doctor.

What qualifications do your GPs have?

Our doctors come from a variety of backgrounds.

All our doctors are UK-trained General Practitioners (GPs) who are registered with the General Medical Council (GMC) and who qualified with the Royal College of General Practitioners (RCGP).

They have at least 5 years' post qualification experience and all undergo the regulatory monitoring of their medical practice.

 All our doctors receive bespoke video consultation skills training and we have rigorous recruitment, training and continuous performance management processes in place to ensure our GPs are top of their game at all times.

Many of our doctors also have numerous additional qualifications. You can find out more about our doctors and their fields of interest here

Can your GPs prescribe medication?

Yes, all of our GPs can prescribe medication and write a prescription if this is deemed necessary during your consultation.

Can I email my Doctor Care Anywhere GP?

For privacy reasons, you cannot email your Doctor Care Anywhere GP directly. However, if you have any queries, you contact our Customer Services Team by email contactus@doctorcareanywhere.com or give them a call on +44 330 088 4980.

If you would like to speak to the same doctor again, you can simply book another appointment with them.

Our doctors

Technology, troubleshooting and feedback

What are the technical requirements I need to use Doctor Care Anywhere?

The best way of accessing Doctor Care Anywhere is through our app which you can download for both iOS and Android.

Doctor Care Anywhere is easy to use and will work on most computers with Windows XP (or above) or Mac OX 10.6 (or above.)

You will need a good internet connection (and a camera and/or microphone), if you are using video and audio facilities.

For the best experience of the platform using a computer we recommend using the latest version of Chrome.

Can I use Doctor Care Anywhere on my smartphone or tablet?

Yes, you can book appointments and have your consultation on either your computer, smartphone, tablet or landline. If you are using a smartphone or tablet, it’s best to download our app which is available on both iOS and Android. You can also have your consultation on a landline but will need to book the appointment online.

Do you have an app?

Yes, we do. The Doctor Care Anywhere app is available on both iOS and Android.

How secure is your service?

Our data is hosted in the Microsoft Azure Cloud, accredited to the UK Government G Cloud framework Level 6. Patient records are encrypted in transit using SSL and at rest using SQL encryption. The Azure data centres also have ISO 27017 (information security in the cloud), ISO 27018 (privacy protection in the cloud), ISO 22301(business continuity).

As an organization, we are certified with the internationally recognized information security controls defined in the ISO/IEC 27001 and are HIPAA compliant.

I had connection issues and missed my consultation. Will I be able to get a refund?

If you are having difficulties accessing the consultation you can cancel your booking before the scheduled consultation time.

For patients who have purchased a one-off appointment, if you cancel within 12 hours before your scheduled appointment time, you will not be eligible to receive a refund.

For full details on our cancellation policy, please view our terms and conditions.

Who do I contact at Doctor Care Anywhere when it comes to feedback or complaints?

We are proud of our customer service record and our team will endeavour to resolve issues that arise quickly and efficiently. Your feedback helps us improve, so we’d love to hear about your experience using Doctor Care Anywhere. You can contact us by telephone, email or post using the following details:

How to complain

If you would like to make a formal complaint regarding the service or treatment you received, then you can contact us by post or email. You can also notify us of your intention to complain by phone but we will kindly ask that you put your complaint in writing if at all possible because it will help understand the nature of your concern and seek the best resolution. You will find our contact details above.

When Will You Hear From Us?

We will acknowledge your complaint within 3 working days and aim to complete our investigation within 20 days, but often much sooner. Our Complaints Officer will provide regular updates throughout the resolution process so you will be notified of any delays, especially if we need to contact other parties as part of the investigation. You can find out more about our complaints process by reading Section 26 of our Terms and Conditions. When we have completed the investigation, we will provide a formal response in writing.

Complaining on behalf of someone else
We are careful to protect patient confidentiality, so you must have permission to complain on another adult’s behalf. We will ask to speak with the complainant directly or request a signed letter of authority that permits you to act for him or her.

Treatments and diagnosing

What do Doctor Care Anywhere GPs treat?

Examples of common conditions we treat are:

Allergies
Anxiety
Asthma 
Backache
Chest infection 
Childhood illness
Cough
Colds 
Cystitis
Depression
Digestive problems
Ear, nose and throat problems (e.g. sinusitis, sore throat, earache) 
Hay-fever
Headache
Migraine
Men’s Health 
Skin problems (e.g. acne, rash, infection) 
Stress
Urinary tract infection
Women's health 

What don't Doctor Care Anywhere GPs treat?

It’s important to note that Doctor Care Anywhere is not an emergency service. So if you have a medical emergency, you’ll need to call 111/999 or go to your nearest A&E in the UK.

Here are examples of some of medical emergencies we don’t treat:

  • Difficulty in breathing or severe shortness of breath
  • Chest pain/suspected heart attack
  • Suspected stroke or seizures
  • Severe pain especially of sudden onset
  • Severe infections
  • High fever in unwell infants
  • Obstetric or 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)
Do Doctor Care Anywhere GPs offer a second opinion?

Our GPs often offer patients a second opinion and are happy for you to make clear that this is what you are seeking.

Can I get a referral letter?

Yes, after a thorough consultation, our GPs can provide you with a specialist referral letter if they think you need to be referred for further treatment. There is no additional charge for providing the referral letter.

What happens if you can't treat my condition?

We will always go out of our way to help you understand the best way to manage your health concern. If it’s a condition we can’t treat, we will be able to help point you in the right direction of the best onward care or recommending the appropriate assessment. For instance, our GPs can complete a referral letter for you to see a specialist. You can also use the personal advice you receive in your consultation notes to discuss treatment options with your local NHS GP. 

What happens if I need to have additional tests?

We can advise you on the type of investigation options to discuss with your NHS or private GP and help point you in the right direction of the best onward care. If needed, we can also refer you to a private GP or specialist for further evaluation and diagnostic testing.

Which is more appropriate for me – a video or phone consultation?

It all depends on what works best for you and what it is you want to speak to the doctor about.

For instance, if you have a rash, it might be easier to show the doctor than describe it.

All our GPs are trained in telemedicine skills, whether that is by video or over the phone. So whichever method you choose, you’re in excellent hands.

Our GPs can also assess your acute medical risk during your consultation and if required, they will immediately refer you to emergency services. 

Does Doctor Care Anywhere treat medical emergencies?

No, we do not.

We are not an emergency service.

So if you have a medical emergency, you’ll need to call 111/999 or go to your nearest A&E in the UK.

If you are unsure about whether your condition is an emergency or not, then you can still book an appointment.

Make sure you state exactly what the issue is when prompted so that our doctors can make a proper assessment and call you if they think you need to visit a hospital or see a doctor in-person immediately.

Here are some of the medical emergencies we recommend you visit A&E immediately for:

Chest pain
Haemorrhage
Obstetric/pregnancy complications
Severe abdominal pain
Suspected stroke
Severe infections
Severe mental health (such as severe depression, anxiety, psychosis or mania)
Traumatic injuries

Data, privacy and medical record

Is my data safe?

We take your privacy very seriously and ensure that all patient data held by us is protected and stored on secure servers.

What type of security is enabled on the Doctor Care Anywhere platform?

Our platform operates in secure HTTPS mode and all audio/video/text is encrypted. The platform and data is hosted on Azure which is UK accredited and one of the first G-Cloud providers to achieve Pan Government Accreditation up to IL3 which is suitable for ensuring that your data remains secure and accessible only to you and with those you want to share it with.

Do you sell patient data?

Absolutely not. Your data is completely private and we do not sell any of it.

Will Doctor Care Anywhere keep a record of my conversation with the doctor?

All of your interactions on Doctor Care Anywhere are accessible to you at any time. From your consultation notes, bookings, referrals, fit notes, and anything else you may have uploaded will be stored on your secure and confidential record. You can also download your consultation notes, referral letters and fit notes as a PDF and share with your NHS GP, insurer, employer and other healthcare professionals.

Where is my medical data stored?

All our patient data is hosted on Azure which is UK accredited and one of the first G-Cloud providers to achieve Pan Government Accreditation up to IL3.

Do I have access to my medical record?

As a Doctor Care Anywhere patient you have 24/7 access to your DCA patient record. It’s deliberately written in a non-jargon way that is easy for everyone to understand. Not only can you read the doctors notes and recommendations from your consultations, you can also add to the notes and upload documents and files to keep your medical history up-to-date.

Patient records

Pricing, subscriptions and payment

How much does an appointment cost?

For private patients, the cost of an individual, one off appointment is £60 if you’re based in the UK or £80 if you’re non-UK based.

How much does a subscription cost?

Our subscription costs for private patients vary depending on what sort of package you’re after. Visit out pricing page for more information.

Is there a family subscription plan?

Yes, there is. Have a look at our pricing page to see what family plans we offer.

What’s the difference between your UK plan and your International plan?

Our UK plan is for individuals and families based in the UK only and limits the number of international appointment to two appointments per person, per year. Our International plan has an unlimited number of international appointments.

Is there a limit to the number of consultations that I can have with my subscription?

Our subscription package entitles you to an unlimited number of appointments each year (subject to our fair use policy)

However, it’s important to note that our standard UK plan is limited to two international appointments per person, per year.

If you travel a lot and think you may need to use our service quite a bit while outside the UK, it’s worth having a look at our International Plan which offers an unlimited number of international appointments every year. 

Can I upgrade from one plan to another?

Yes, of course. If you want to change your subscription plan, please give our customer service team a call on +44 330 088 4980 or drop them a line at contactus@doctorcareanywhere.com

Can I add a family member to my family plan and how much does it cost?

You can add family members to your plan in just a couple of clicks.

The cost of adding a family member is shown on our pricing page and we offer a significant discount if you pay in advance for an annual subscription for family members.

If you have any questions about adding family members to your subscription, please call our customer service team on +44 330 088 4980 or email them at contactus@doctorcareanywhere.com 

Can I cancel my subscription?

Yes, you can cancel your subscription at any time. However, if you cancel your subscription within the first 3 months of your membership, you will be charged for the remainder of the 3 month period.

I think I may have a membership through my company. How can I check?

It’s worth checking to see if you’ve received an email from us asking you to set up your account. If you haven’t received an email yet, your company might still be in the process of sorting your account out. If you’re not sure, then please drop our customer service team a line at contactus@doctorcareanywhere.com or give them a call on +44 330 088 4980.

Can I claim back the cost of an appointment from my private medical insurer?

This all depends on who your private medical insurer is. Please check with them before booking an appointment. For one-off appointments, we provide a receipt after each consultation. For all subscription appointments, we send you a receipt when payment has been received.

Do I receive a discount if I have AXA PPP Healthcare private medical insurance?

Please contact AXA PPP Healthcare directly to find out of you are eligible for a discount.

Do I have to pay extra if I go over my time limit with the doctor?

Most of our patients will be able to cover everything they want to in a normal consultation. However in the rare instances when a patient requires more time, our doctors can go over the time limit if they need to. We don’t ever cut patients off, nor do we charge extra if your consultation runs over.

Does your pricing include the cost of prescriptions?

Our GPs write private prescriptions for patients who access our service through a pay-as-you-go subscription, an employee healthcare scheme or through an insurance provider.

The cost of medicines can vary to the standard NHS prescription charges and we have no control over what your local pharmacy will charge. Some charge for fulfilling a private prescription.

Our doctors will always try to prescribe you the most cost-effective medicine and will let you know if it is going to be expensive.

As a rough guide, our UK delivered private prescriptions tend to cost less than £10 per item, including delivery.

What are the different ways to pay for an appointment or subscription?

Private patients can pay for Doctor Care Anywhere appointments and subscriptions using a credit or debit card. We accept all major forms of payment.

I am having trouble making a payment, what should I do?

If you are having trouble making a payment, please contact our customer service team at contactus@doctorcareanywhere.com or call them on +44 330 088 4980.

How do I update my payment information?

You can update your payment information yourself by logging into your account, selecting Subscriptions and Billing and updating your credit or debit card information there.

Can I get a refund if I don't use the service?

Unfortunately not. You can cancel your subscription at any time. However, if you cancel your subscription within the first 3 months of your membership, you will be charged for the remainder of the 3 month period.

Pricing

International service

Can I speak to a doctor when I am abroad?

Patients who access our service through a pay-as-you-go subscription, an employee healthcare scheme or through an insurance provider can speak to one of our doctors wherever you are in the world.

How many international appointments can I have as part of my subscription?

If you have signed up for an International subscription, you can have as many appointments as you need during the period of your subscription.

If you have purchased a UK domestic subscription, you are entitled to two appointments per person in a calendar year.

If you access Doctor Care Anywhere through your GP practice, we regret that we cannot offer international appointments.

Can I use Doctor Care Anywhere if I am not British?

Yes. People of any nationality can use our service.

Can I use Doctor Care Anywhere if I don't live in the UK?

Citizens of any country can use our service.

Can I use my prescription internationally?

Patients who access our service through a pay-as-you-go subscription, an employee healthcare scheme or through an insurance provider can use the Doctor Care Anywhere platform internationally.

For those patients, if you're in a country that's a member of the European Economic Area (EEA), we can send your prescription through to a local pharmacy. Our admin team will let you know when your medication is ready, so you can collect it.

If you're in a country outside the EEA, we will provide advice on the best course of action. You will be able to collect your medication 'over-the-counter' in many countries, but we recommend that you seek local advice when seeking a trusted pharmacy.

Other countries are subject to strict regulatory rules and you may need a prescription from a local doctor before you can collect your medication. These countries include the USA, Canada, Australia, Singapore and Hong Kong. Our doctors can recommend appropriate medication during your consultation, but we cannot guarantee that you'll be able to source the medication without a local prescription.

Travelling abroad

Patient Identity Verification

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

The Care Quality Commission (CQC) have identified the verification of patients as an essential part of providing a safe and effective service.

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.

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.

What do I need to do to prove my 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 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.

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 appointment urgently, 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.

Why is identity verification important?

Our identity checking process follows recommendations outlined by the Care Quality Commission, the independent regulator of healthcare services in the UK. We work closely with regulatory bodies 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.

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 you upload the documents as soon as possible so you avoid any delays when booking an appointment.

Patient Identity Verification