What is VideoDoc?

VideoDoc offers online doctor consultations for you from the comfort of your own home, at work or if you are on the go. Using a PC or mobile device you can have a video consultation with a doctor without needing to schedule an appointment.

 

What can I use VideoDoc for?

VideoDoc can be used for medical non-emergency consultations where a physical examination is not required. This is an excellent service for you and your family to use if you need to see a doctor straight away.

 

When to use VideoDoc?

–  For diagnosis and treatment of everyday illness

–  If you need a prescription

–  When  worried about a personal health or medical issue

–  When in need of a referral or second opinion

–  When in need of a sick note

–  When  considering A&E for a non-emergency situation

–  When you are not comfortable talking to your own doctor about a health or wellness problem

–  When your usual doctor is unavailable

–  When travelling and in need of medical care

 

Do I need to have Health insurance to use VideoDoc?

No.

 

General Queries 

 

Can VideoDoc handle emergency situations?

No, if you think you are having a life-threatening emergency, call 999 immediately!
VideoDoc is unable to treat conditions like severe chest or abdominal pain, difficulty speaking or breathing, any stroke symptoms, weakness or numbness.

 

When is VideoDoc available?

The service is available from 8am to 10pm Monday to Sunday.

 

How much does it cost for a consultation?

The standard cost of an online doctor consultation is €30.

 

How much is an annual subscription of unlimited* doctor appointments? 

A 12 month subscription for unlimited use to VideoDoc costs €70.

 

*Terms and conditions apply including a fair usage policy of 7 appointments per year.

 

Will I get a receipt?

Yes, you will receive a receipt to the email address you provided when registered with VideoDoc.

 

Do I see a Doctor?

Yes, all doctors offering services via VideoDoc are registered with the Irish Medical Council.

 

How do I book an appointment?

There is no need to book an appointment. Once you have registered your account, you can login to see the doctor immediately.

 

What is the wait time to see a doctor?

The doctor will typically be you in less than 10 minutes.

 

Can a sick note be issued?

If the doctor deems it appropriate they can issue a sick note.

 

Does VideoDoc accept medical cards/doctors cards/GMS (General Medical Services)?

No, not at this time.

 

Can I claim the cost of my consultation from my medical insurance?

We advise all patients to check their table of benefits to understand their insurance cover or speak to your insurance provider directly.

 

Can I choose the doctor I want to see?

No, the next available doctor will pick up the appointment. However, if you have a special request you can contact the Care Team on 01 907 3400 or info@videodoc.ie and we will do our best to accommodate this request.

 

Can a referral to a consultant be made?  

Yes, VideoDoc will refer to a consultant when appropriate.

 

Can a consultation be cancelled? 

Yes, you can cancel a consultation at any time prior to seeing the doctor. You will need to contact the Care Team to have a new code re-issued.

 

What happens if I miss my consultation?

If you missed your consultation due to a technical issue, please call our Care Team on 01 907 3400 and they will assist you.

 

Can children use VideoDoc? 

Yes, if a child is 16 years or under, they will need to be registered as a dependant on a parent or guardian’s account, this person will need to be present during the consultation. Anyone over the age of 16 must register for their own account to access VideoDoc.

 

If I am on holidays and become ill, can I use the service abroad?

Yes, this is one of the benefits of our service. If you become ill abroad and wish to speak to a doctor in Ireland, you can simply login to your account and see the doctor.

 

Prescription Queries 

 

Will VideoDoc be able to provide a prescription?

If the doctor feels it appropriate they can prescribe medication.

 

Is there an additional fee for a prescription?

There is no extra charge to receive a prescription.

 

How are prescriptions issued?

Prescriptions are sent directly to your preferred pharmacy or to you if you prefer. If you need your prescription straight away, the doctor will fax the prescription to them for immediate collection.

 

Can I get repeat prescriptions?

You will need to have a consultation with a doctor if you require a repeat prescription.

 

Will all pharmacies accept VideoDoc prescriptions?

Prescriptions from VideoDoc is the same as those which you receive from an in-person consultation with a doctor. If you have any difficulty, contact the Care Team on 01 907 3400 for immediate assistance.

 

What happens if the pharmacy has an issue with the prescription?

The Care Team will assist in resolving any prescription issues.

 

What happens if I lose my prescription?

A copy of your prescription can be found in your VideoDoc account in consult history. If you lose your prescription, please contact our Care Team for assistance.

 

Technical Queries 

 

What do I need to use the VideoDoc service?

To access our website, you will need a PC or mobile device with an internet connection. To download our VideoDoc mobile app you will need a mobile device, smart phone or tablet.

 

Laptop or PC

You will need a laptop or PC which has a webcam (1.3 megapixels) and microphone (most webcams have a microphone built in) running on Windows 7 or higher, Windows Vista or Windows XP or a MAC running on OSX 10.6 (Snow Leopard) or newer.

 

You will need the latest versions of Google Chrome or Firefox. Unfortunately, VideoDoc is not supported on Safari, Edge or Internet Explorer.

 

iOS Mobile Device

We work on any device running iOS 9.0 or above. You can access our iOS app in the App Store.

 

Android Mobile Device

Our Android app is available to all Android users running the latest version of Android OS and Browser. You can access our Android app in Google Play.

 

Can I use VideoDoc if I don’t have access to a webcam?

Yes, VideoDoc is also available via telephone consultation. When you check in for your consultation you have the option to see the doctor via video/audio call on the website or via telephone call. If you don’t have access to a webcam, or would prefer to speak to the doctor over the phone, select Telephone Call when checking in and a doctor will contact you directly on your preferred number.

 

Will I need broadband?

Our VideoDoc service will work with a low speed or high speed internet connection. Our service also works on 3G and above. However, it is important you have good Wi-Fi or internet connection to ensure it does not drop while you are in the middle of a consultation.

 

What happens if the internet or my connection drops while I am in my consultation?

Unfortunately, this can happen. If you are in the middle of your consultation when the connection drops, log back in straight away and the doctor should still be there in your consultation. Alternatively, the doctor can phone you. If you do not log back in straight away (within a few minutes) you will need to log in and book a new consultation.

 

What happens if my video doesn’t work or stops working through my consultation?

If your video stops working but you are still in your consultation, you can message the doctor through our online messaging service within the consultation. From here, you can also request that the doctor calls you if you would prefer to talk to them instead of messaging at any time.

 

Two Factor Authentication Queries 

 

Why am I being asked to authenticate my account?

VideoDoc has two factor authentication, also known as 2FA. This provides as an extra layer of security by asking you to choose a mobile number or email address to verify your account, in addition to your VideoDoc password. You will be asked to authenticate your account the first time you log into VideoDoc and anytime you login on a new PC, laptop or mobile device.

 

2FA is optional for patients so it’s up to you whether you would like to have this on your VideoDoc account.

 

How do I authenticate my account?

The first time you log into your VideoDoc account you will be asked if you would like to authenticate your account with either a mobile number or email address. Select which method you would like to use, enter your mobile number or email address and press enter. A code will be sent directly to your mobile number or email address. Enter the verification code received on the VideoDoc login page and press submit. Your device is now authenticated. You won’t have to repeat this again unless you login on a new PC, laptop or mobile device.

 

What happens if I don’t receive the verification code?

If you haven’t received the verification code you can request a new code on the VideoDoc login page. If using your email address to authenticate your account make sure you check your junk or spam folders. If you are still having problems receiving your verification code, call our VideoDoc Care Team on 01 907 3400 and they can assist you.

 

My Account Queries 

 

Forgot password?

Click on the Forgot Password link on the login screen. You will be asked to enter your email address to reset your password. Follow the instructions on the email to reset your password.

 

Can information be updated after registration?

You can select the Edit button in your patient info to update any fields you would like to change. By clicking Save, this information is updated.

 

Adding or removing a dependant:

To add a family member, the parent or legal guardian needs to login to their own account and click on the Add Dependant icon in the left-hand bar. Complete all the relevant fields to register their dependant. Once their dependant is added to their account, they can be seen by the doctor.

 

To remove a dependant please call our VideoDoc Care Team on 01 907 3400 or email info@videodoc.ie and they will assist you.

 

Security and Privacy Queries 

 

Who will see a my medical and health information?

VideoDoc takes security and privacy very seriously. Only those registered on your account and the doctor completing your consultation can access your medical and health information.

 

What payment service do you use?

VideoDoc payment is powered by Stripe. Your card details are not stored on our website, mobile app or your device. All card details are encrypted with SSL before transmission.

 

Will you share any of my information with my insurance provider?

No medical or health information will be shared. Our VideoDoc service provides the same level of patient-doctor confidentiality that you would receive if you visited a doctor’s surgery.

 

Who has access to my consultation notes and history?

Only those on your account and the doctor can view your consultation notes and history. This is to ensure our doctors are able to provide you with the best possible care.

 

Are all the communications sent between me and VideoDoc kept private?

Absolutely. All email communications are sent through secure email. They are encrypted and stored in a secure manner.

 

Will my consultation notes be sent to my own doctor?

We ask that you share the details of your consultation with your own doctor for continuity of care and we reserve the right to share those records with your own doctor unless you expressly request that we do not. If at the time of the consultation you choose not to share these details with you doctor, we can also fax your consultation notes and/or medical history to your own doctor through the website at any time.

 

Complaints and Enquiries 

 

If I have a complaint, who do I contact?

We take complaints very seriously and will ensure they are acknowledged in writing within 24 hours. Depending on the nature of the complaint and the level of investigation required, we aim to respond to you within 72 hours.
You can send in your complaint a number of ways:

–  By email to info@videodoc.ie

–  By telephone to our Care Team on 01 907 3400

–  By Post to VideoDoc, 8 The Mall, Beacon Court, Sandyford, Dublin 18.

 

What if I am not satisfied with the response I receive?

If you are not satisfied with the response to your complaint you can speak with one of our Care Team Managers by calling 01 907 3400 between Monday to Friday, 8am until 6pm.

 

If I want to submit a general query or enquiry, who do I contact?

Technical Queries

If you have any technical issues with the VideoDoc website or mobile App, please contact our Care Team on 01 907 3400 or email info@video.ie.

Subscription Queries

For any subscription Queries, please contact our Care Team on 01 907 3400 or email info@video.ie.