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Frequently Asked Questions

Getting help and getting started

We’ve already got you covered - You are automatically covered by the GP on Demand service as a Voyager Plus customer during your period of insurance.

Access GP on Demand - When you need to speak to a GP, simply click this link (https://www.gpondemand.co.uk/voyagerplus/register/) This will take you through our registration process giving you exclusive access to the GP on Demand app.

Booking a consultation - Once you’ve registered, you can download GP on Demand app from your devices app store. On the GP on Demand app, you can book a telephone or video consultation for a time that's convenient for you.

Your appointment - A doctor will call you back within 15 minutes of the appointed time

When can I access the Service?

You have membership for the period of your travel insurance. You are not eligible to use this Service outside of the travel policy period

You only need to register for this service at the time when you need medical help

Who answers the call?

A specially trained operator will answer your call. The operator will take some details from you and arrange for a Doctor to call you back at a convenient time. Should the Doctor think it advisable, and subject to your agreement, they will send a record of your consultation to your own GP (in the UK if applicable) in order to keep him/her informed.

It is important that during your consultations you provide full and accurate information about your medical history and current symptoms to the Doctor during your Appointment. Failure to provide full information may impact on the Doctor's ability to provide the services and make a full assessment of your health and care needs.

If you lose connection or miss your appointment, it is your responsibility to re-contact and rebook your appointment.

What can the Doctor do?

The large team of Doctors allows unlimited, convenient telephone consultations, accessed via trained dedicated operators in conjunction with specialist software and appropriate medical protocols.

70% of the consultations result in an effective diagnosis, meaning no further medical contact is needed.

The Service provides the patient with reassurance and advice about treatment. The telephone consultations conducted by the Doctors cover the full range of subjects seen in general practice and include advice on chronic disease management, minor illness, acute presentation of serious clinical conditions and general questions about prescriptions, travel and lifestyle. The practising Doctor is the accepted authority on healthcare and is uniquely qualified and insured to provide diagnosis and advice.

Please note in some circumstances based on your consultation the Doctor may still recommend that you seek local medical treatment or consultation. This will need to be arranged by you and be at your own cost. If you have Travel Insurance, you may wish to seek their additional assistance in locating a local doctor if required or enquiring if they will cover your costs.

How do I access the Doctor Service?

• Access to this Service is limited to the period of your travel insurance

• Once you’ve registered here (https://www.gpondemand.co.uk/voyagerplus/register/) and downloaded the GP on Demand app, you can click the Access a Doctor option on the app and that will connect you 24/7 to a team of trained operators

• A specially trained operator verifies the caller and books an appointment with a Doctor on the rota

• You can select a Telephone Consultation or Video Consultation

• The Doctor calls the patient back within 15 minutes of the appointment time

How do I get Video service access?

The Online (video) Doctor Service appointment is booked by calling the operator who will send you an email with a link to access the Service.

Very occasionally email systems can experience delays outside our control. If you have not received your email you should contact the operator again by telephone or you can complete your Doctor consultation by telephone without the face-to-face link.

If you click the email link before the doctor has called you, the doctor may not be available, you will see a message stating 'Connection denied - No host available to approve your request' . Please wait a few moments and the doctor will be with you shortly.

(Note: you will need a broadband connection and a smartphone/tablet/computer with a webcam to use this the video service).

What else do I need to know about the Video call service?

 All telephone calls and visual images are recorded for customer service and monitoring purposes. By accepting an appointment, you agree to the recording and these Terms and Conditions.

 The Doctor reserves the right to terminate the visual image if the patient displays inappropriate images/behaviour.

 The visual imagery remains the property of the consulting Doctor working for Medical Solutions UK Ltd.

 All data collected remains strictly confidential and is only used for the purposes of administering the Service.

 Availability of the Online Doctor Service cannot be guaranteed as third parties with whom Medical Solutions UK Ltd has no direct relationship or contract control broadband/internet connections.

 The quality of images may not permit diagnosis to be made for some conditions.

Will the doctor update my Medical Records?

Should the doctor think it advisable, and subject to your agreement, they will send a record of your consultation to your own GP/Family Doctor (if you are a UK resident only) in order to keep them informed.

What about prescriptions?

In some instances a private prescription service may be available for UK residents for use while within the UK only. Please note an additional charge will be levied and payable for any private prescriptions raised. All prescriptions are payable by the user at the point of ordering. There are no free prescriptions options with this Service. You are not obliged to use the prescription service. The cost of the prescription will be made clear to you before you pay for it. Delivery times for prescriptions will be estimated and cannot be guaranteed. Prescriptions are handled and fulfilled by a third party provider, Pharmacy2U. You can only access that service by way of a referral from this GP Service.

What if I have a serious medical emergency?

If you have a serious medical emergency, call 999 immediately if in the UK, 112 in Europe and 911 in North America. All DOCTOR calls are recorded providing accurate auditing. All telephone calls and visual images are recorded for customer service and monitoring purposes

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 On Demand Ltd, is a Company registered in Scotland SC573966 and is a licensed distributor of BHSF Ltd. GP On Demand Ltd is not the supplier of Clinical services, rather those Clinical services are provided via BHSF Ltd and HealthHero Solutions Ltd.

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