Frequently asked questions

Simply download the WeCare app or register via clicking the ‘Log In’ button on this website and then selecting ‘Create Your Account’. You’ll need to input your details and then enter your access code to complete registration.

Your employer or insurer will be able to provide your with the correct access code. It’s usually best to contact your HR team if your employer provides the service. If you have access to the service via a family member’s insurance or employee benefits, then access the policyholder for the access code.

Yes. You can add minors under your profile.

We ask patients to verify their identity because it helps us provide a safe and effective service to you. If we need to safeguard your wellbeing or react in an emergency situation, we need to be sure of your identity. The verification process also supports the transfer of information between Teladoc and other organsations like the NHS where you provide consent. It’s also a regulatory requirement by the Care Quality Commission, who regular health and social care services across the country..

Either before or after your request a service, we’ll send you a link so you can submit proof of your identity. You will need to:

• Upload a picture of a piece of photo ID, most commonly a passport or driving licence
• Upload a recent ‘selfie’ which we can compare to the picture on your photo ID

In most cases, you cannot access our healthcare services without verifying your identity first.

If you want to book an appointment for an eligible child, you will need to provide proof of parental responsibility for that child. We will contact you to request the relevant documentation. You must also have verified your own identity before the appointment can go ahead.

Parental responsibility is a legal construct. If you’re the child’s birth mother or father, you will have legal parental responsibility over a child in the vast majority of cases (unless it’s been removed). Adoptive parents also have parental responsibility for a child but step parents and family members who have not been legally granted guardianship over that child do not.

We’ll contact you with a link which you can follow your upload your documents safely and securely

If you submit good quality photographs then the verification process won’t take long. We use an automated checking service, which can return a result quickly. Our teams will pick up the result of your completed verification request and update your profile accordingly.

It’s important to note that we do not provide an emergency service. If you’re seriously unwell and experiencing a medical emergency, you should call 111, 999 or go straight to your nearest Accident and Emergency hospital or urgent care centre. Conditions we can’t treat remotely include (but are not limited to):

• Chest pains
• Shortness of breath
• Severe abdominal pain
• Heavy bleeding
• Thoughts of suicide or self-harm
• Seizures
• Loss of consciousness/blackouts
• High fever in an infan

You can also request a call back by clicking ‘GP Consultation’ from the homepage when you first log in.

Log in to your account and click on the ‘Medical’ link in the top menu. From the dropdown options that appear, select ‘General Practitioner’. From the following page, you can select from two options:

• Request Video Consultation – choose a scheduled appointment slot and speak with a doctor over video
• Speak to a GP – request a call back from a GP as soon as one is available

You can also request a call back by clicking ‘GP Consultation’ from the homepage when you first log in.

You will need confirm your phone number (which we also collect at registration) and your location. We also ask you to provide a brief reason for your booking. This allows us to review your symptoms and ensure you don’t need emergency intervention. Finally, there’s an option to upload a file. You can add documents which will help the doctor, should as a photo of a rash or injury, or evidence that you’ve been taking a particular medication if you’re requesting a repeat.

One of our duty GPs will first review your appointment request to ensure you don’t need urgent intervention. Your case will then pass into our call back list and a doctor will call your nominated telephone. We aim to call you back within 2 hours but during busy times, it may take longer.

As this is a call back service, you don’t book a scheduled appointment slot so you need to make sure you have your phone nearby and are able to take a call in the hours that follow you booking. You should try to find a quiet space so you can speak privately and make sure that you have good phone signal.

When you choose a video appointment, you will pick a scheduled timeslot from those we have available. You connect to the appointment by logging into the app or portal at the scheduled time and clicking on the relevant booking in the ‘Upcoming Consultations’ section.

Try to make sure you connect a few minutes early and have good internet signal. You should find a quiet space where you can speak with the GP.

Our GPs can issue private prescriptions if they deem in appropriate and within our prescribing protocols.

We’re a private service and not part of the NHS so our doctors cannot issue NHS prescriptions. This means you will play the cost price of the medicine at your chosen pharmacy.

We can:

• Deliver your medication to your door
• Send your prescription to a local pharmacy for collection

We offer a delivery prescription service via our partner, Signature Pharmacy. They can take orders 8am-8pm 7 days a week. We recommend that patients use the delivery service where possible. Your GP will offer this option if you need a prescription.
If you live in London, you’ll receive your medication on the same day as long as it’s ordered by 2pm. Outside of London, Signature will deliver your medication the next day if it’s ordered by 1pm.

If you prefer to collect your prescription locally rather than have it delivered, we can accommodate your request on most occasions. We will contact your preferred pharmacy to ensure they have the medication in stock and confirm contact details before sending it through. Please note that it can be difficult to get through to pharmacies during busy periods, which can cause delays. That’s why we recommend the use of the delivery service where possible.

Some medications are not suitable for prescription via a online clinical service. These include controlled drugs like diazepam, strong painkillers, sleeping pills and drugs that require close monitoring through a regular GP.
As we don’t have access to your NHS GP notes and history, we need to be careful about what we prescribe. In some circumstances, we may need to ask you for additional information before we can issue a prescription. Our GPs will only prescribe medication, including antibiotics, if they can do so safely.

We are not a replacement for your regular or NHS GP and do not have access to your complete medical history. For those reasons, we can’t issue repeat prescriptions for long term conditions. These are much better managed by your regular doctor who can examine you in person.

We may be able to issue a single prescription for some conditions. If you want to request a short term course of a repeat medication, please upload photographic evidence that you have been prescribed that medication before when you book your appointment.

Log into your account and select the ‘Mental Health’ option from the top menu. From the dropdown, you can select from three different types of mental health service:

• Burn-out prevention – for when you’re feeling stressed and overwhelmed by work or general life
• Life events counselling – for bereavement, break-ups, family issues and other significant or traumatic events
• Mental health support – for general anxiety, depression, erratic thinking or changes in mood

Don’t worry too much about picking the wrong option, you will experience exactly the same patient journey.

Our mental health support team will contact you to arrange treatment. If you haven’t already done so, we will need to ask you to verify your identity before we arrange sessions. This is a mandatory regulatory and safety requirement.

We use a combination of clinical psychologists and counsellors to provide you with treatment. We’ll assign a therapist who is appropriate for your needs.

The service is entirely confidential, we will not report your usage of the service to your employer or anyone else. We will only share clinical notes with third parties when we have your explicit consent unless we are required to do so by law or to prevent you or someone else from harm.

If you’d like to make a complaint or express your dissatisfaction about your experience using our service, then you can contact us by email, phone or post.
Should you wish to formalise your complaint, we prefer you to do so in writing where possible because it helps us understand and investigate the circumstances of your experience. The contact details are as follows:

• Email - qualityassurance@teladochealth.com or generaladmin@teladochealth.com
• Phone – please call the number advertised on this website
• Post – Teladoc Health UK, Tower Point, 44 North Road, Brighton, East Sussex, BN1 1YR

We welcome feedback of all types. If you’ve found our service useful then please do let us know. Equally, if you’re unhappy then we will take your concerns seriously.

We send a feedback survey to patients who use our services so you can rate us and provide your comments. You can also contact us by email using the details above.