FAQs

All your questions answered here?

UK Residents FAQs

If you live in the UK, these answers apply to you

Membership Information

As soon as you register for this service, we will send a welcome email to you with all of the instructions on the service and how to access it, including your personal user name and password.

You will need this user name and password to be able to use the service and arrange GP consultations.

Minimum period of membership

If you choose our monthly subscription plan, we have a minimum 3 months membership period, and you will be liable to pay for a minimum of 3 months membership. You may cancel your plan at any time after that. We reserve the right to seek three months of minimum payments from you using the card mandate that you created when you applied for this plan.

If you choose our Annual subscription plan, we have a minimum 12 months membership period, and you will be liable to pay for a minimum of 12 months membership. You may renew your plan at any time after that. There is no refund policy if you have selected the annual subscription and want to cancel after you have selected this plan within the 12 month subscription period.

Concessions policy

We offer concessions to various groups, such as Seniors, Parents and Students and so on. To secure this concession we will ask that you supply proof that you qualify for this concession. The process works like this:

1. We ask that you send that proof to us via a document capture process which we will send to you when you apply
2. Once we have received and accepted your proof of concession, we will send you a ink to continue your application at the concessionary rate
3. If we cannot validate your documents and if you don’t therefore qualify for the concessionary rate, we will send you a link to continue with your application at the full rate if you wish

All copies of all documents will be deleted immediately that we have verified their validity. We have no use of those documents once this process has been completed.

Manage My Membership

If you have been granted access to our GP On Demand App, you are able to manage all of your personal details, contact information, payments and subscriptions and security settings from the App.

If you have lost access to the App or have never accessed the App, please send any query or request to us using the Contact form on our Contact us page

Payment

Payment will be made by secure card payment. Monthly payments will then be taken each month by secure card payment on that same date each month. The payment date cannot be changed.

Payments are made monthly in advance. You can cancel your card payment before it is due, including the day that is due and you will have no more to pay. There is no refund or part refund if you cancel a payment after it is due.
Payments will appear on your bank account as “GP On Demand”.

Cancelling your plan

You can easily cancel your membership subscription using the MEMBER button option in the GP On Demand App. From there you can access your subscription and payment mandate and cancel the subscription. As soon as you cancel your membership all of your benefits will cease. If you are unable to access the GP On Demand App, you can send us your cancellation request via our Contact us page in this website.

Payments are made monthly in advance. You can cancel your card payment before it is due, including the day that is due and you will have no more to pay. There is no refund or part refund if you cancel a payment after it is due.

GP On Demand reserve the right to cancel any membership subscription and benefits access in the event that the service has been used inappropriately by any subscriber.

What sort of things can I ask the GP about?
  • Any healthcare issue that you feel requires the expertise of a doctor
  • An ache or a pain that won’t go away – we can provide diagnosis (where appropriate) and clinical advice on your symptoms and discuss possible treatments and next steps
  • Sensitive or confidential concerns
  • Explanations of diagnosis or treatment you may have been prescribed
  • Possible after-effects of surgery
  • Side-effects of any medication you’re taking
  • Vaccinations you may need when you’re travelling abroad and other health precautions relevant to your own personal medical history
Will I still need to see a GP?

The GP Telephone Consultation Service provides an invaluable source of diagnosis, reassurance and advice that often prevents an unnecessary trip to a GP. We can help with most questions you may wish to ask a GP, but if you have symptoms that require a physical examination or a secondary care referral, you may have to see your NHS GP.

My Existing GP

Our service is designed to provide you with additional support whenever you or your family may need that help. Our service absolutely does not require that you change or de-register from your existing GP. You will still be registered with your existing GP and can use their services exactly as you do currently. Our service will simply give you more help, 24 hours per day, every day, and include your family household and convenient appointment times to suit you, whenever that may be. We provide the option of Phone or Video call appointments, and you can also have medication prescribed ad delivered direct to you too.

Can I call in an emergency?

No. This service is not a replacement for your own NHS GP or the emergency services. It can provide you with advice and support and answer any routine queries that you may have. It is not designed to be used for urgent medical problems for which you should seek immediate advice from your registered GP, or alternatively call the emergency services. This is to ensure that “hands on” medical attention is not delayed.

How often can I call?

There is no limit to the number of times you can use the GP Telephone Consultation Service. You can call as often as you need, secure in the knowledge that all advice will be given by practising GPs who are in touch with the latest advances in medical care.

Prescription service

Please note that this is an OPTIONAL private prescription service which is available with the GP Service that we provide you with access to, and that service is provided by a third party UK based online Pharmacy provider

The pharmacy provider will charge fees for any prescription that you order. These fees will be made clear to you. As this service is NOT subsidised by the NHS, it is not uncommon for private prescription charegs to vary significantly and may be higher than you might assume. As we have no involvement in that process, we are unable to comment on the costs of this prescription service.

Please see our page covering this process here

GP Video Consultations

This service enables you to have a virtual face-to-face consultation with a practicing qualified GP in the comfort of your own home or at work, at a convenient time to suit you. It is available between between 8am to 10pm, 7 days a week, excluding English Bank Holidays.

The service is designed to be secure, confidential and easy to use; you just need an email address, a broadband internet connection, computer with a webcam and your phone to hand. The service is an enhancement to the current 24/7 GP Telephone Consultation Service and enables you and the doctor to see each other via webcam on your computer or laptop making for an enhanced communication between doctor and patient.

For example you may have pain in your shoulder and difficulty moving your arm properly. This service will help the doctor to see exactly where the pain is and how it restricts your movements. Or you may have abdominal pain – again, you can point to exactly where the pain is helping the doctor in diagnosing your problem and advising you accordingly.

Now you don’t need to leave home or work to see a qualified GP. With Online Doctor, the UK’s first online webcam GP consultation service, you can arrange a virtual face to face consultation at a time that fits with your busy life, from 8am to 10pm, 7 days a week, excluding English Bank Holidays (telephone consultations are available 24/7).

At home – you don’t need to wait days for an appointment and travel to a busy surgery to wait for your appointment
At work, without having to leave the office
The Online Doctor Service is further enhanced using state of the art 3D medical images and health information, enabling you, the patient, to have a more complete understanding of your condition.

How to arrange your GP Video Consultation
  • All you need to do is call into the service and book an appointment with the operator.
  • You will need to provide an email address and have access to a computer or laptop with a webcam at the time of your appointment. Your phone needs to be located close to your computer/laptop screen
  • Virtual Doctor Appointments are available between 8am to 10pm 7 days per week, excluding English Bank holidays
  • Once you have made your appointment, you will be sent an email to enable you to join the doctor in the online surgery meeting room. Please be ready to access this email link at the time of your appointment
  • At your appointed time, the doctor will call you on the telephone number you provided to the operator. If for any reason there is a problem with the internet or broadband connection, you can still benefit from your GP consultation by telephone
  • Click the link in the email – this will take you to a screen where you will be asked to enter your name then click “Next”
  • You will then see a small window/pop up box which will ask you to “Allow Adobe Flash Player Settings” – click “Allow” to enable the webcam consultation to take place
  • You will then see the Welcome screen with the Doctor showing in the top left hand corner. Please note both the telephone conversation and the video images are recorded for customer service and monitoring purposes
  • Clicking and dragging from the bottom right hand corner can enlarge the image of the doctor
  • To assist in the diagnosis or explanation, the Doctor may wish to refer to 3D medical images of the body. This will appear in the central section of the screen
  • Once your consultation is complete and you have a clear course of action, the doctor will end your online appointment. You can now close your browser window
Medical Record Access

The GP does not have direct access to your medical records. However with your consent or if the GP believes that it is in your best interests, the GP can send a record of the consultation they have completed with you to your GP to be included in your medical records

Question about medical advice or appointment

If you have a question about anything that was discussed during a telephone or video consultation, you must re-contact the GP at the clinical team you spoke to to discuss that matter, as we at GP On Demand are unable to comment or guide on clinical matters.

We provide a membership process which allows our members access to GP's 24/7, and we are not involved in any clinical matters and nor do we directly provide any medical guidance.

The GP servcie that we provide you with access to, will of course discuss any clinical aspect of your health with you.

Regulation (GP)

The Professional GP services provider, who provide the GP / Prescription services for GP On Demand, are Clinical Guardian audited, and are also assessed by the Care Quality Commission (CQC). You can see their latest CQC rating here

The provider is the largest direct GP service provider of it’s kind in the UK, established for over 20 years and with in excess of 4.0m users.
Their data controls and systems are ISO27001 accredited. 

 

How to complain

In the very unlikely event that you have a complaint, please contact us by email at the following address, where one of our management team will respond to you within 2 business days:

info@gpondemand.co.uk

Ethos

We take complaints very seriously and always strive to give the very best service at all times.

We will always be fair with all of our users. We firmly believe in treating others respectfully and we naturally expect that fairness to be reciprocated.

What sort of things can I ask the Counsellors about
The 24/7 Counselling Line provides an early source of practical and emotional support for you or anyone in your household who may facing issues in their home or work life, before they begin to impact on their life too much.
The 24/7 Counselling Line provides advice on legal, medical, health and wellbeing issues, as well as offering a Counselling service and information on financial matters, including a debt advice service.

Discuss anything that is troubling you, whether it is personal difficulties – for example relationships, family matters, stress, loss or bereavement; or work-related issues such as feeling pressure, work-load, changes at work, bullying or harassment. Whatever your situation you can be sure of a supportive and constructive response. You are not alone.

Data / Confidentiality

GP On Demand only require basic personal details from you to provide you with membership and access to the GP On Demand service.

GP On Demand is not the provider of the GP / Clinical services. Rather we are providing you as a member, with access to a Professional GP service, provided and operated by a General Medical Council (GMC) authorised GP service, that is assessed by the Care Quality Commission (CQC). That provider operates systems and data controls that are ISO27001 accredited.
GP On Demand will therefore never ask you for sensitive personal information or medical or health information. You will only share that information voluntarily with the GP service provider directly.

How will I access the Counselling sessions
Counselling sessions will be arranged with you as telephone based sessions or sometimes called telephonic sessions.

The Wellbeing team will make these arrangements directly with you.

Whilst We here at GP On Demand provide you with access to these specialist services, all session arrangements and discussions with the Wellbeing team and Counsellors will take place between you and them directly. We have no ability to arrange or change Wellbeing and Counselling sessions for you, as you will work with them directly yourself.

Counselling confidentiality
Counselling services are completely independent and your call is treated in the strictest confidence in accordance with the BACP Ethical Framework. We will only ever break confidentiality if we believe this is a risk of harm to a child or dependant adult.
Regulation (Counselling)

Available 24/7 to offer support, advice and Counselling on any life or personal issue. No matter how small or big the problem, Our Counsellors are available to you. All Counsellors are professionally qualified and accredited by the British Association for Counselling and Psychotherapy.

Our team of directly employed counsellors answer all calls. All counsellors are:

1. Accredited by the British Association for Counselling and Psychotherapy (BACP)
2. Have a minimum of three years post qualification counselling experience
3. Are qualified to at least Diploma level in counselling
4. Abide by the BACP code of ethics

What does family membership mean
All of the services that you are accessing here within the GP On Demand App are provided for you to use on an unlimited basis personally.

Incredibly however, included in your membership as standard, we also offer all of these same benefits for all family adults living with you in the same household address.

We believe in sharing these benefits with your entire adult family to ensure the Wellbeing and Health of all of your family. Adults can access the GP Service on behalf of their own children.

Got a question or want to know more?
info@gpondemand.co.uk

4.0m UK users currently have access to this GP service, established in 1998.

Now we're making it available to English speaking subscribers across Europe and beyond.

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24/7 Access

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Unlimited Calls

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Unlimited Call Duration

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Your Family Is Covered*

For the peace of mind and certainty of knowing that you can talk to a UK GP,

register and subscribe now!

See more information here about each of the services included in your membership

Important Information

Our service is not intended to provide wellbeing or medical emergency assistance or to replace your own public or private health provision.

If you have a serious wellbeing or medical emergency, call emergency services in your own country location immediately, for example 999 UK, 911 North America, 112 Europe.

 All calls with our Doctor service are recorded providing accurate auditing. All telephone calls and visual images are recorded for customer service and monitoring purposes.

All calls with our Wellbeing service are recorded providing accurate auditing. All telephone calls are recorded for customer service and monitoring purposes.

GP Services International Limited is a Company registered in England, company number 12401924 and trading at 7 Bell Yard London WC2A 2JR, operating under licence from GP On Demand Ltd, which is a Company registered in Scotland SC573966 and is a licensed distributor of BHSF Ltd. GP Services International Limited is not the supplier of Clinical or Counselling / Wellbeing services, rather those Clinical services are provided via BHSF Ltd and Medical Solutions Ltd