Check which kind of online service you are using
An online form, a booked video call and a private online doctor service are different ways of contacting healthcare. Check who receives your request, whether you are booking a consultation or asking the service to review information, and when you should expect a response.
In England, your usual GP surgery may offer online contact through its website or the NHS App. Availability depends on the surgery. An online request may lead to an appointment or other support; submitting it is not a guarantee of an immediate video call with a GP.
Check the clinician and provider
For an independent service, find out where it operates, who provides the consultation and how to contact it afterwards. Check the individual doctor's details on the GMC registers.
The CQC regulates relevant online healthcare services based in England within its scope. It does not regulate every service available to people in England, including services based elsewhere. Check the provider's registration and the regulator relevant to its location. Ask about fees for the consultation, investigations, prescriptions and follow-up before proceeding.
Prepare your device and your information
Follow the appointment instructions and check the link or platform you have been asked to use. For video, test your camera, microphone and connection. Choose somewhere quiet, private and well lit, and ask what to do if the call fails.
Have your questions, a list of medicines and allergy information ready. Explain what has changed and what you are concerned about. Ask in advance about communication support or an alternative format if the technology is difficult for you to use.
Only share personal information through the service's stated secure process. Ask how your records and any images will be stored, who can access them and whether a summary can be shared with your usual GP.
Understand the limits of a remote appointment
A clinician may decide that you need an examination or assessment in person. GMC guidance says that safe care must be maintained whichever consultation format is used, and an alternative should be offered or another service indicated when that cannot be achieved remotely.
An online consultation does not guarantee a prescription, test or diagnosis. Ask what can be addressed remotely and how any in-person assessment would be arranged. If you are paying privately, clarify the financial arrangements if the appointment cannot be completed online.
Leave with a clear plan
Before the call or exchange ends, check the agreed next step, how you will receive any results and whom to contact with questions. Ask who handles any follow-up or ongoing prescribing and what information will be sent to your usual surgery.
Do not use a routine online form or booking to wait for urgent care. If you need medical help now, follow the NHS urgent-help guidance. Follow your surgery's instructions for urgent appointments.
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Sources
This content is informational, not medical advice. Always check with a qualified clinician before changing routines that affect your health. Some links may become affiliate links in future.
Frequently asked questions
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