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Meet Teladoc Health

With over 20 years of award-winning virtual care expertise, Teladoc Health seamlessly integrates into your existing healthcare trust to offer your employees access to the services they need when they need them most.

With access to virtual GP and physio consultations, second medical opinions, mental health assistance and nutrition and fitness guidance, your employees are empowered to prioritise their health and wellbeing.

55%

of patients stayed at home after speaking to our doctors
96%

of patients would recommend the service
24/7

appointment availability

How to activate your Teladoc Health Virtual GP access

Available to Download

Information on Teladoc Health services

Benefits flyer

How to register

Informative flyer

Frequently asked questions

Registration

From the 1st October you can simply download the app or register by following these steps:

Follow this link
Click the ‘Log In’ button
Select ‘Create Your Account’

You’ll need to input your details and then enter your access code to complete registration.
Your employer or Healix Health will be able to provide you 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 healthcare trust or employee benefits, then ask the policyholder for the access code.

Identity Verification

When you register with the service or request an appointment, you will be prompted to complete ID verification either on screen or via a link Teladoc Health will send you so you can submit proof of your identity. You will need to:

Upload a picture of a photo ID document, most commonly a passport or driving licence. If you do not have a photo ID document, please see alternative options from the list below
Upload a recent ‘selfie’ which we can compare to the picture on your photo ID

In most cases, you cannot access Teladoc Health healthcare services without verifying your identity first so be sure to register and complete these verification steps ahead of needing to request your first appointment.
Teladoc Health ask you to verify your identity because it helps us provide a safe and effective service. If they need to safeguard your wellbeing or react in an emergency situation, they need to be sure of your identity. The verification process also supports the transfer of information between Teladoc Health and other organisations like the NHS when you provide consent. It’s also a regulatory requirement by the Care Quality Commission, who regulate health and social care services across the country.
If you want to book an appointment for an eligible child, you will need to provide proof of parental responsibility for that child. Teladoc Health 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 stepparents and family members who have not been legally granted guardianship over that child do not.
You will be prompted to complete your Verification on screen, and Teladoc Health also contact you with a link which you can follow and upload your documents safely and securely.
If you submit good quality photographs, then the verification process won’t take long. Teladoc Health use an automated checking service, which can return a result quickly. Their teams will pick up the result of your completed verification request and update your profile accordingly.

GP appointments

It’s important to note that Teladoc Health 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 or urgent care centre. Conditions Teladoc Health 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 infant
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 to 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, such 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 Teladoc Health's duty GPs will first review your appointment request to ensure you don’t need urgent intervention. Your case will then pass into their call back list and a doctor will call your nominated telephone. Teladoc Health 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 at the scheduled time and clicking on the relevant booking in the ‘Upcoming Consultations’ section.

Prescriptions

Teladoc Health is a private service and not part of the NHS so their doctors cannot issue NHS prescriptions. This means you will pay the cost price of the medicine at your chosen pharmacy.
Teladoc Health GPs can:

Issue a private electronic prescription which you can take to any participating pharmacy

Deliver your medication to your door

Send your prescription to a local pharmacy for collection
Teladoc Health offer an electronic prescription service via their partner Signature Rx. When the doctor issues a prescription, you receive a prescription code by SMS and email. You can take this code to any participating pharmacy at the time of your choosing to collect your medication. The pharmacist will log into the Signature Rx portal to check and dispense the prescription. Participating pharmacies include all branches of Boots, Lloyd’s, Well and independent pharmacies.

Teladoc Health offer a delivery prescription service via their partner, Signature Pharmacy. They can take orders 8am-8pm 7 days a week. Teladoc Health 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 3pm. Outside of London, Signature will deliver your medication the next day if it’s ordered by 1pm.
If you prefer to collect your prescription from a specific pharmacy, Teldaoc Health can accommodate your request on most occasions. They 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.
Some medications are not suitable for prescribing via an online clinical service. These include controlled drugs like diazepam, strong painkillers, sleeping pills and drugs that require close monitoring through a regular GP.

As Teladoc Health don’t have access to your NHS GP notes and history, they need to be careful about what they prescribe. In some circumstances, they may need to ask you for additional information before they can issue a prescription. Teladoc Health GPs will only prescribe medication, including antibiotics, if they can do so safely.
Teladoc Health are not a replacement for your regular or NHS GP and do not have access to your complete medical history. For those reasons, they can’t issue ongoing repeat prescriptions for long term conditions. These are much better managed by your regular doctor who can examine you in person.

Teladoc Health 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.

Referrals

You can request a specialist referral during your GP consultation. Teladoc Health clinicians will find out more about your condition and issue a referral when it is clinically indicated. The referral letter can be emailed to you when your consultation notes have been completed by the GP - typically within two hours.

As a private service, we only issue private, open referrals and do not refer into the NHS.

Sick notes

You can request a sick note during your GP consultation. The sick note can be emailed to you when your consultation notes have been completed by the GP – typically within two hours.

Sick notes are issued at the discretion of the consulting GP and only when clinically appropriate. There is no charge for issuing a sick note.
Sick notes are limited to a maximum of two weeks and cannot be backdated. If you need to be signed off longer than two weeks, it is recommended you should see your NHS GP for an in-person examination.

Teladoc Health do not offer fit notes. Fit notes are to certify a patient is fit enough to carry out a given activity, e.g., return to work, fly, run the marathon. This often requires an in-person examination and is best done by the NHS GP.

Complaints and feedback

If you’d like to make a complaint or express your dissatisfaction about your experience using Teladoc Health's service, then you can contact them by email, phone or post.

Should you wish to formalise your complaint, Teladoc Health prefer you to do so in writing where possible because it helps them 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, Aspect House Floor 5, Queens Road, Brighton, England, BN1 3XE

Teladoc Health welcome feedback of all types. If you’ve found their service useful then please do let them know. Equally, if you’re unhappy then they will take your concerns seriously.

Teladoc Health send a feedback survey to patients who use their services so you can rate them and provide your comments. You can also contact them by email using the details above.

Teladoc Health Virtual GP patient feedback

Reassurance in a worrying time

I feel extremely lucky to have this resource available, especially with NHS resources so over-stretched. It was truly relieving to gain access to the right medications at a worrying time for both of us.
Teladoc Health Virtual GP patient
Lifesaving consultation

I can’t praise that GP I spoke to enough for being so caring and kind. My consultation was lifesaving. I was hours away from multiple organ failure.
Teladoc Health Virtual GP patient

Meet Teladoc Health

Information on Teladoc Health services

Benefits flyer

How to register

Informative flyer

Registration

How can you register for the service?

How do I find my scheme number/access code?

Can family members be registered for the service?

Identity Verification

How do I verify my identity?

Why do I need to verify my identity to use the service?

How do I provide proof of identity for a child?

How do I know if I have parental responsibility for a child?

How do I upload my documentation?

How long will it take to verify the documents after I’ve uploaded them?

GP appointments

Can I request an appointment for an emergency condition?

How can I request a GP appointment?

What information do I need to provide at the point of booking?

How does the GP call back service work?

How do I prepare for a GP call back?

How do video GP appointments work?

How do I prepare for a video GP appointment?

Prescriptions

Can Teladoc Health doctors prescribe?

Can I get an NHS prescription?

What are my prescription fulfilment options?

How does the electronic prescription service work?

How does the delivery prescription service work?

How does the self-collection prescription service work?

Are there any medications which Teladoc Health doctors can’t prescribe?

Can I get repeat medication via Teladoc Health?

Referrals

How do specialist referrals work?

Can I have more than one specialist referral?

Sick notes

How do sick notes work?

What is the maximum time I can be signed off for?

Can I get a fit note?

Complaints and feedback

How can I make a complaint or express my dissatisfaction?

How else can I provide feedback?

Reassurance in a worrying time

Lifesaving consultation