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FAQS

             How it works

1. What is Vhi Online Doctor Queries?

Vhi Online Doctor offers online doctor consultations for you from the comfort of your own home, at work or if you are on the go. Using a computer or mobile device you can have a video consultation with a doctor without needing to schedule an appointment. This service is provided by VideoDoc in Ireland.

2. What can I use Vhi Online Doctor Queries for?

Vhi Online Doctor 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.

Use Vhi Online Doctor Queries:

– When your own doctor is not available
– If you are worried about a personal health or medical issue
– For diagnosis and treatment of everyday illnesses
– If you need a prescription

3. Do I need to be a Vhi Member to use Vhi Online Doctor Queries?

No. Vhi Online Doctor Queries is available to Vhi and non Vhi members.

4. Do I need to have Health insurance to use Vhi Online Doctor Queries?

No.

5. What conditions does Vhi Online Doctor Queries treat?

Vhi Online Doctor Queries can help you with diagnosis of most everyday illnesses, including:

–  Headaches and pains
–  Colds, flus and fevers
–  Ear, nose and sort throats
–  Contraception and emergency contraception
–  Allergies e.g. hay fever

Vhi Online Doctor Queries

1. Can Vhi Online Doctor Queries handle emergency situations?

No, if you think you are having a life-threatening emergency, call 112 or 999 immediately!
Vhi Online Doctor is unable to treat conditions like severe chest or abdominal pain, difficulty speaking or breathing, any stroke symptoms, weakness or numbness.

2. What times can I use Vhi Online Doctor Queries?

Vhi Online Doctor offers online doctor face to face consultations seven days a week (excluding Christmas Day, St Stephen’s Day, New Year’s Day and Easter Sunday). Our doctors are available from 8am to 10pm Monday to Sunday.

3. How much does it cost for a consultation?

An online GP consultation will cost €24.

4. Will I get a receipt?

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

5. Do I see a Doctor?

Yes, all our Doctors are registered GP’s with the Irish Medical Council.

6. How do I book an appointment?

There is no need to book an appointment. Once you have registered your account, you can check-in to see the doctor. It’s that easy. If you wish to book a consultation you can contact our Care Team on 01  907 3400. Once our Care Team confirms your appointment, you can log into your account at the requested time and a doctor will be waiting to see you.

7. Will I have to wait long to see the doctor?

No, once you check in for a consultation the doctor will typically be with you in less than 10 minutes. If you don’t want to watch the screen while you wait you can select to have a text alert or phone call from the doctor to let you know when they are ready to see you. If a doctor is not available, for example, during very busy times, we will call you to fix a time that is convenient for you to see a doctor as soon as possible

8. Will the doctor give me a sick note?

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

9. Do you accept medical cards/GP cards/GMS (General Medical Services)?

No, we do not.

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

We would advise all customers to check their table of benefits to understand their insurance cover. If you are a Vhi member, you can contact our customer service team on 056 444 4444 to get detailed information of your cover.

11. Can I choose the doctor I want to see?

No, the next available doctor will pick up your appointment. However, if you have arranged an appointment through our Care Team, you can let them know if you have any special requests regarding what doctor you would like to see and they will try to assist you as best they can.

12. Can I get a Consultant referral?

No, if you need to be referred to see a consultant, our Vhi Online doctors will advise you to visit your doctor who will refer you if appropriate to ensure continuity of your care.

13. Can I cancel my consultation?

Yes, you can cancel out of a consultation at any time. However, if you have paid for your consultation you will not be entitled to a refund.

14. 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.

15. Can other members of my family or children have a consultation?

Yes, if your child is 16 years or under, you will need to register them as a dependant on your account and you will need to be present for their consultation. Any user over the age of 16 must register for their own account to access Vhi Online Doctor.

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

Yes, this is one of the advantages of our service. If you become sick abroad and wish to speak to a doctor in Ireland, you can simply log into your account and see the doctor.

Prescription Queries

1. Will Vhi Online Doctor be able to give me a prescription?

If the doctor feels it appropriate they can prescribe medication for you.

2. Will I be charged an additional fee for a prescription?

No, there is no extra charge if you are prescribed medication during your consultation.

3. How will I get my prescription?

Your prescription will be sent directly to you or to your pharmacy of choice as you advise the doctor during your consultation.

If you need your prescription straight away and chose to have your prescription sent to your pharmacy; the doctor will fax your prescription to them and it should be ready for collection normally within the hour.

If you choose to have the prescription sent to you directly, the doctor will post the prescription to you. No extra postal charges will apply.

4. Will all pharmacies accept Vhi Online Doctor prescriptions?

Your prescription from the Vhi Online Doctor is the same as those which you receive from an in-person consultation with your doctor. If you have any difficulty, please contact our Customer Care line on 01 907 3400.

5. What happens if the pharmacy has an issue with my prescription?

Please contact our Care Team on 01 907 3400 or email info@vhionlinedoctor.ie and they will assist you.

6. What happens if I lose my prescription?

If you lose your prescription, please contact our Care Team on 01 907 3400 or email info@vhionlinedoctor.ie and they will assist you.

7. Can I get repeat prescriptions?

No, you will need to have a consultation with a doctor if you require a repeat prescription.

Technical Queries

1. What do I need to use the new Vhi Online Doctor service?

To access our website, you will need a mobile device, laptop or computer with an internet connection. To download our Vhi Online Doctor app you will need a mobile device, smart phone or tablet.

Laptop or Desktop

You will need a laptop or desktop 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, Vhi Online Doctor 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 here

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 the Play Store here

 

2. Will I need broadband?

Our Vhi Online Doctor 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.

3. 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.

4. 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.

My Account Queries

1. What happens if I forget my password?

If you forget your password, please click on the ‘Forgot Password’ link on the log in screen. You will be asked to enter your email address to reset your password. Follow the instructions on the email to reset your password.

2. Can I amend information I have entered after registration?

Yes, you can amend any information you have previously entered by navigating to the Patient Info screen and selecting the Edit button.

3. How do I add family members to my account?

Only family members or dependants who are 16 years or under may be added to your account. Any person over the age of 16 years must register their own account.

When you log into your account, click on the ‘Add Dependant’ icon in the left-hand bar. Complete all the relevant fields to register your dependant. Once your dependant is added to your account, they can be seen by the doctor.

4. How do I remove a dependant from my account?

If you would like to remove a dependant from your account, please call our Vhi Online Doctor Care Team on 01 907 3400 or email info@vhionlinedoctor.ie

Security and Privacy Queries

1. Who will see my medical and health information I input on my account when I register?

Vhi Online Doctor 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. No information is stored on your laptop or app.

2. What payment service do you use?

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

3. Will you share any of my information with Vhi Healthcare?

No medical or health information will be shared with Vhi Healthcare. Our Vhi Online Doctor service provides the same level of patient-doctor confidentiality that you would receive if you visited a doctor’s surgery. We do supply Vhi Healthcare with anonymised usage reports.

4. 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.

5. Are all the communications sent between me and Vhi Online Doctor kept private?

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

6. 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, you can also fax your consultation notes and/or medical history to your own doctor through the website at any time.

Complaints & General Queries

1. 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@vhionlinedoctor.ie
• By telephone Vhi Online Care Team 01 907 3400
• By Post to Vhi Online Doctor, c/o VideoDoc, 8 The Mall, Beacon Court, Sandyford, Dublin 18.

2. 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 the hours of 8 am to 6 pm, Monday to Friday.

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

Technical Queries

If you have any technical issues with the Vhi Online Doctor website or app, please contact our Vhi Online Doctor Care Team on 01 907 3400 or email info@vhionlinedoctor.ie

• Membership Queries
For any Vhi policy or membership scheme queries, please contact Vhi Healthcare on 056 444 4444 or 1890 44 44 44 or email info@vhi.ie

4. Where can I find my Membership Number?

Your membership number can be found on your Vhi membership card or on your dashboard in myVhi If you have misplaced or do not have access to your membership card, you can call Vhi Healthcare on 056 444 4444 or 1890 44 44 44.

 

Vhi Online Doctor is for everybody in Ireland

When you feel ill or have a worry about your health, you want to see a doctor. But getting to see a doctor can involve a long wait and may be inconvenient and costly. But your health matters. That’s where Vhi Online Doctor makes a difference. You can see a doctor at a place and time convenient to you using your smart device.

We know no online consultation can completely replace seeing a doctor in person. But, the ability to talk directly with an Irish Medical Council registered doctor when you aren’t feeling 100 pct., get a prescription or a sick note, can make a big difference.

Using the latest video technology, you can see a doctor wherever you are – so you can get well quicker. With an average waiting time of just a few minutes, Vhi Online Doctor gives you quality, real-time medical care when you really need it. It’s a new way for you to have a face to face doctor consultation.

Vhi Online Doctor is:

Quick

We have a team of doctors waiting for you, so you can see a doctor within minutes or book an appointment, 362 days a year.

Convenient

You can see a doctor wherever you are; on your PC, laptop, tablet or mobile device. And if your consultation results in a prescription, we can email, fax or post it to you, or your chosen pharmacy. You can also get your medication delivered to your door.

Reassuring

We’re creating access to some of Ireland’s leading healthcare professionals – all of them certified by their own governing bodies.

Accessible

Technology may be at the core of how we work, but we’re a healthcare company at heart. And we want to make healthcare better.

Secure

By meeting the highest standards of internet security, your personal medical records are portable and stay confidential.

Vhi Online Doctor puts you in control of your personal healthcare, giving you a place to manage your personal medical records and to see a doctor whenever you need.

Vhi Online Doctor – when you need us, we’re there for you and your family.

This service is provided by VideoDoc in Ireland . VideoDoc Limited is a company registered in the Republic of Ireland. Registered Office: 8 The Mall, Beacon Court, Bracken Road, Sandyford Industrial Estate, Dublin, D18 C2D0. Company number: 574808

Get in

touch

If you have any questions,

give us a call on  01 9073400
Email info@vhionlinedoctor.ie