Support

Frequently Asked Questions

General Questions

What is online dermatology?

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Online dermatology, also known as ‘teledermatology’ is a type of service that harnesses modern technology to deliver expert skincare remotely. Teledermatology has been around for decades but recently has seen a huge increase in usage across the World. Since dermatology is primarily based upon what you can see, it is perfectly suited to this with very little difference seen compared to care delivered in a physical face-to-face clinic.

I am not happy with the service; how do I complain?

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We will do everything we can to rectify any issues you may have experienced however if you would like to make a formal complaint, please contact us directly at admin@skindoc.uk. Additionally, when you log in to your account there is a downloadable leaflet in the Resources section which outlines the process and your options.

Can I use my friend/family members account too?

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No. Every account that is created on skindoc is a legally protected medical file unique to the original patient. An ID is required to verify each account so using someone elses account invalidates it. This is still the case even if the account was set up by you for your child, and then you wanted to submit a case for you as well. You always need to have a unique and personal account for every individual patient.

Can I use this service for my child?

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Yes. Our team of dermatology consultants are trained to deliver care to all age groups.

Your child MUST have their own account, registered using their legal details i.e. name, DOB, address etc. They can register with your mobile or email address.

Please note that this is a medicolegal requirement and to not abide by this is considered an offence.

Does online dermatology work and is it safe?

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Online dermatology has been shown to be as effective as in-person dermatology in over 90% of cases. Skindoc has worked very hard to make sure that its services give you plenty of opportunities to tell us how you need our help, whether it be by using questionnaires, photographs or live video consultations. As a result, skindoc can safely address the vast majority of dermatological issues. It is however not a replacement for in-person dermatology, rather a highly convenient and much more accessible option that removes the need to travel or even leave your own home.

There are still some things that normally need to be seen by a dermatologist in person. This includes, but is not limited to, concerning moles, life-threatening skin rashes, treatment-resistant skin complaints that require immunosuppression etc.

What types of things do you treat?

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Dermatologists are specialists that are trained in treating disease of the skin, hair, nails and mouth. There are around 2000 different conditions, and we can address nearly all of them. Because dermatology can be very confusing, skindoc have created nine easy categories for you to choose from. Please see the ‘What we treat’ section for further information.

Will I be treated by a qualified dermatologist?

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Yes. 100% of our services are delivered by UK-based dermatology consultants. Whichever service you chose, rest assured your concerns will be addressed by a highly qualified skin specialist that fully understands the UK health system.

Will my doctor be in the UK?

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Yes. Our services are delivered by UK-based dermatology consultants only.

What are your contact details and operating hours?

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Our contact details including email address, telephone number and WhatsApp channel can all be found here.

You can submit photo upload cases and book an online consultation 24/7.

The availability of our doctors will be determined by each individual doctors booking calendar, but availability is typically between 8am - 8pm Monday – Saturday with some doctors being available even later than this.

Our patient support team are available between the hours of 8am - 8pm every day of the week.

Do I need a referral from my GP to use your service?

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If you are a private patient and self-funding then no, you can self-refer. If you have private medical insurance (or are being referred by the NHS) then yes, a referral letter is usually required. Please check with your private medical insurer to clarify the exact steps you need to take to be referred into skindoc.

Can I use the service abroad?

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Even though skindoc is a UK-based service, you can book appointments and submit cases from anywhere in the World. Since you will be reviewed by a UK-based doctor, our services follow UK laws and regulations and as such there are some countries you cannot use our service from because their rules and regulations vary.

You will not be able to use our services from the following countries: USA, Canada, Australia, New Zealand, South Africa, Germany & China. Before booking, please check for any local restrictions on consulting with a clinician outside of the country you are situated in.

When it comes to prescriptions, there are some European countries where we might be able to submit a private prescription. Please let your doctor know during your appointment if you are outside of the UK so they can best advise you.

Do I have to pay?

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If you are a self-funded and self-referred individual, then yes and the prices are available under ‘Pricing and services’.

If you have private medical insurance, please check with your insurer that they will fund your consultation before booking. Skindoc and the doctors who work here are recognised by several healthcare insurance providers so when you contact them, please ensure that they provide us with your Insurance Membership Policy number and Authorisation Code prior to booking an appointment.

If you have been referred by your NHS GP, then an account will be created for you and payment will not be required.

Security

What happens to my photos when I submit them?

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Do you share my information?

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Can I delete my account?

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How do you protect my personal information?

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Who has access to my medical records?

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How do I change/reset my password on my account?

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Photo Upload Service

How does the photo upload service work?

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How many photos can I upload?

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I do not have a camera; can I still use the service?

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Are there any skin conditions that are not suitable for the photo upload service?

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Can I upload photos and consult for my child or another family member?

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How long will it take for a dermatologist to review my photos and provide feedback?

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My photos were rejected, what do I do?

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What is the difference between the photo upload service and a live consultation?

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I have more questions for the doctor, what do I do?

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What happens if the dermatologist cannot diagnose my condition from the photos provided?

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Can I upgrade the photo upload service to a live consultation even after I have paid?

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What if I’m not satisfied with the assessment?

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Live Consultations

How does the online video consultation work?

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How can I prepare for my video consultation?

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How soon can I book an appointment?

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Can I get a prescription from a video consultation?

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How long is my appointment?

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I only used part of my allotted time, can I save the rest for another date?

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I would like my friend/family member/carer to join me, is that possible?

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Is my video consultation private?

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Are there any conditions that cannot be treated through a video consultation?

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Do I need a special log in or password to access the video call?

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What software will I need before attending my video consultation?

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I have a disability, can you accommodate me?

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Can I send photos too?

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What do I do if I am running late for my appointment?

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What do I do if the doctor is late to start the appointment?

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My internet is having connection problems, what do I do?

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I am having technical issues, what do I do?

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I would like a chaperone, can I have one?

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How do I cancel or re-schedule an appointment?

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I missed my appointment, what happens?

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I have been told I need a face-to-face appointment, what do I do?

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I am under 16, can I attend my appointment alone?

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What if I need a follow-up consultation?

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Can I get a written summary of the video consultation?

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What devices can I use for my video consultation?

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What should I do if my symptoms worsen or change after the video consultation?

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What languages are the consultations conducted in?

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Can I request a specific medication during my consultation?

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Can I book a video consultation for my child?

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When I try to book an appointment I am asked to pay full price, not the follow up cost

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Acne/Isotretinoin (Roaccutane) Service

How does the Acne/Isotretinoin (Roaccutane) Service work?

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How much (on average) does this service cost?

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What happens if my blood tests show abnormalities during the treatment?

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What will happen if I decide to stop the treatment before the recommended course ends?

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What happens after my treatment course ends? Will I need further treatment or follow-ups?

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What are the alternatives if I am not eligible for Isotretinoin (Roaccutane)?

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ID/Identity

Do I need to verify my identity?

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How does the identity verification process work?

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Can I use a scanned document, or does it need to be a photograph?

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When should I upload my identity documents?

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What will you do with my ID documents after I submit them?

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Do I need to provide proof of identity for a child or minor?

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How long will it take to verify my documents?

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What happens if I do not verify my identity?

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What if I don’t have any of the ID documents you accept? Are there any alternatives that could be used?

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What happens if my ID document has expired? Can I still use it for verification?

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What do I do if I am unable to upload the ID documents due to technical issues?

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What if my appearance has changed from the picture on my ID document?

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What happens if my ID document is rejected?

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Can someone else verify my identify on my behalf?

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Can I book an appointment for someone else using my ID?

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Blood Tests

How do I arrange blood tests?

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How do I arrange a home blood test kit?

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How do the blood test kits work?

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What do I do if I cannot draw enough blood using the home kit?

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Can I eat or drink before doing a blood test?

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What happens if my home blood test kit fails (or partially fails)?

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How do I prepare for a home blood test kit? Are there any instructions to follow?

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What happens if I get an abnormal result on my blood test?

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Can I use a home blood test kit if I am taking other medications?

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How long does it take to get the results of a blood test?

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What do I do once I have received my blood test results back and they are normal?

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Prescriptions

Can you email my prescription to my pharmacy?

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Can my prescription be delivered outside of the UK?

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What happens if I have side effects or adverse reactions to a prescribed medication?

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What happens if I need another prescription?

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What happens if I change my mind, my prescription expires or is lost/stolen?

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Can I get a prescription and how long will it take to arrive?

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Are there any additional charges for using the Phlo service?

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Do you offer repeat prescriptions?

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Does my prescription expire?

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How do I know if my prescription has reached the pharmacy?

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The pharmacy has not received my prescription, what do I do?

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Can you email me my prescription?

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Onward referrals and medical tests

Can I be referred for further investigations?

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Can I be referred to another team e.g. for surgery?

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I have had my tests done. What do I do with the results?

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Can you provide me with a sick note?

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What happens next?

The doctor says the diagnosis is unclear or not possible, now what?

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Will my GP know the details of my consultation?

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What if my GP is unwilling to carry out the tests you recommend?

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Can I change my mind about sharing information with my GP after the consultation?

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What should I do if I am not comfortable with the recommended tests, or I have any concerns or questions about them?

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If I decide to have tests done privately, can you help me find a reliable provider?

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