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Doctors FAQ

We would love to welcome you to join the videoDoc team of doctors. Here are some of the most frequently asked questions that we've compiled to help you navigate the videoDoc platform more easily.

Where do I go to give feedback, enquiries or complaints?

We take all complaints very seriously and endeavour to find a solution to your issue as fast as possible. First, we acknowledge your feedback in writing within 24 hours. Then, we aim to respond to you within 72 hours (depending on the nature of the complaint and the investigation required). You can contact us with your complaint by emailing us info@dev.codekernal.com.

Who has access to my consultation notes and patient history?

Only those registered on your licence can view these notes. Naturally, patients have access to their own personal health data where they can see clinical documentation on discharge.

How secure is videoDoc?

Understandably, we take security and privacy extremely seriously. That’s why we are proud to comply with Ireland’s Data Protection Act and the US standards: HIPPA (Health Insurance Portability and Accountability Act) You can read more about our commitment to security and privacy in our Terms and Conditions.

Is it possible to add another doctor to my personal videoDoc licence?

Only one user can be registered per licence. Each doctor has to have their own account, simply contact info@dev.codekernal.com and we will arrange for any additional accounts to be set up.

How do I update the information I have submitted after registration?

Just select My Profile and update the fields you would like to change and press save.

What if... I forget my password?

It happens! Just pop onto the Forgot Password link on the log-in screen. We will ask you to enter your email address to reset your password.

How do I get a videoDoc account?

Complete our online form and we will email you with log-in details once your account has been verified and set up. We look forward to having you as part our advanced-healthcare platform.

What is the two-factor authentication and why is is so important?

Here at videoDoc, we pride ourselves on the security of our platform. That’s why we came up with 2FA – our extra layer of security that asks you to choose a mobile number or email address to verify your account, in addition to your password. Anytime you log into a different PC or laptop, we will require you to authenticate your account again for security reasons. When you log-in the first time, we will ask you to verify your details, a verification code will be sent directly to your phone or email. Simply enter it into the videoDoc log-in page and press submit. If, for some reason, you don’t receive the code, you can request a new one to be sent to you via the videoDoc log-in page. Top Tip: check your junk mail account too on your email folders. If you find you are still having trouble connecting, please contact your videoDoc Care Team on 01-9073400 and we will be happy to help.

What if...my patient doesn't have a webcam?

Luckily, videoDoc is also available to patients via a telephone consultation. When they log in, they have the option to see you via video call or telephone call. If they prefer not to use a webcam, they can select the option to speak on the phone, and you will be provided with their preferred number to contact them directly. To keep your own number private during a phone call, just dial #31# on a landline or mobile phone before entering their number. Simples.

What if...that doesn't work?

If logging out doesn’t work, simply close the browser and restart videoDoc in a new browser. Just make sure there aren’t multiple sessions running at the same time in different tabs.

What if...I'm missing important information on my screen?

If something is not appearing, just refresh the browser window. If this doesn’t work, log out of your session and log back in again.

What if...the video view disappears during a consultation?

You can message the patient through our handy online instant messaging service within the consultation. You can also suggest phoning them to finish the consultation.

What if....my connection drops during an appointment?

Like anything in life, sometimes things don’t go exactly to plan. If you find yourself mid-consultation when the line drops, simply log back in and the patient should still be in the consultation. If you prefer you can phone the patient directly. Failing that, you can ask the patient to re-book the consultation.

Will I need broadband?

It is a good idea to use an Internet connection where possible, rather than Wi-Fi. The videoDoc platform works with low or high speed internet connections.

Should I use any particular type of computer?

We recommend you use a laptop or PC which has a webcam (1.3 megapixels is best) and microphone (most webcams have a built-in microphone). Also, make sure you are running on Windows 7 or higher; Windows Vista or Windows XP or a MAC running on OSX 10.6 (Snow Leopard) or newer. Now, you’re ready to go! One last thing – Do make sure to have the latest versions of Google Chrome or Firefox as videoDoc doesn’t support Safari, Edge or Internet Explorer.

What tools do I need to register as a doctor with videoDoc?

All you need is a computer or laptop with an Internet connection. Your patients can download the videoDoc app on their mobile phone or device.

Can I hold consultations with children via the videoDoc platform?

Yes. If the patient is 16 years or under, they will need to register a dependant. A parent or guardian must be present during the consultation. Anyone over 16 years of age can register for their own videoDoc account. We do not recommend remote consultations with children under tthe age of two years.

Will my consultations be recorded by videoDoc?

No. Privacy is paramount to us. We respect the privacy of every patient-doctor consultation and no appointments are ever recorded.

Where can I find discharge instructions?

videoDoc provides a discharge report which is sent directly to the patient’s videoDoc account. The content of this will be based on the information you select from the videoDoc platform.

Can I prescribe medication?

Yes, you can prescribe medication. All prescriptions are handled in the normal way using the Irish Medical Council remote prescribing guidelines.

How do my patients pay for their appointment?

Our individual licence gives you unlimited access to the videoDoc platform. We’ll provide you with a unique code to give to your patients. You simply have to ask your patients to enter the unique code which will then bypass the payment functionality.

How does the videoDoc system work?

Patients who have downloaded the videoDoc app or registered on the videoDoc website will click into the platform and request a doctor’s consultation. When you log in, you will be able to manage your patients on the videoDoc patient tracking board. Simply click on their name when you are ready and the consultation will begin.

How do I register as a videoDoc doctor?

Just complete our online form and we’ll be in touch to register your details. You will have unlimited access to offer this cutting edge service to your patients for €75 a month, but we’d also like to offer you a free 3 month trial so you can familiarise yourself with our platform.

What can I use videoDoc for?

We have designed videoDoc as a clever alternative to a surgery visit and as a resouce for medical non-emergency consultations. You can prescribe, triage, treat and offer peace of mind to those who are unable to attend a surgery in person.

Why should I offer my services to videoDoc?

We understand that no online solution can completely replace the doctor-patient experience, but we also see the benefits of offering a convenient, high-quality, online medical service. That’s why we have created an innovative video platform where you can see additional patients in a secure virtual environment and treat, diagnose and prescribe at a time that suits you and your business best. videoDoc services offer benefits to both doctors and patients, as well as alleviating some resource burden many doctors are familiar with.