How Virtual Consultations Work

Remote video consultations (also called synchronous consultations) are suitable for many patients who don’t need a physical examination and can communicate via video. However, they may not be appropriate if you require tests or a physical examination. In those cases, you’ll need to attend your doctor’s practice in person.

While our clinicians are trained in the various services we provide, they are not a substitute for your regular doctor if you have a serious illness or life-threatening condition. You can end your consultation at any time if you feel it’s necessary.

Your remote video consultation with a NowPatient clinician will always prioritise safe, high-quality care. Your health and well-being are our top priorities. We continuously monitor and assess our services to ensure they are safe, effective, caring, and well-led.

NowPatient only provides services in real time over a live video feed—this is called synchronous telehealth. We believe it’s the safest way to receive remote care because:

• It happens in real time
• The clinician and patient can see each other, which is especially beneficial in emergency situations
• The clinician can ask all necessary questions to make a diagnosis or build a treatment plan during the consultation
• Any concerns you have can be addressed immediately

Some providers use questionnaires or quizzes to conduct clinical services. While this may be suitable for low-risk services, it typically means you won’t have face-to-face interaction or be able to raise concerns about your treatment or diagnosis in real time with the clinician providing your care.

NowPatient offers a number of services that require a virtual consultation with an attending clinician.

If the service you choose requires a consultation, you’ll be taken to a consultation booking screen.

Follow the simple steps to complete your booking.

During the booking process, you can select:

• A convenient date and time
• The preferred language spoken by your attending clinician
• The gender of your attending clinician

Booking slots are available up to 7 days in advance. You’ll see a list of all available expert clinicians trained to provide your chosen service.

Once you confirm your booking, you’ll see:

• A summary of your appointment
• Preliminary information about the consultation

You’ll also receive an email confirming your booking with information on what to expect. You should read this carefully.

Complete your health profile before booking

To ensure you receive the best possible care, all patients must complete or update their health profile before booking a consultation. This important step helps us provide safe, personalised, and effective healthcare tailored to your unique needs.

Your complete medical history helps your attending clinician identify potential drug interactions, allergies, and contraindications before making recommendations. This protects you from adverse reactions and ensures all advice or treatments prescribed are appropriate for your specific health situation.

Depending on the service you’re booking, our clinicians may require:

• Current medications and supplements
• Known allergies and adverse reactions
• Existing medical conditions
• Previous surgeries or hospitalizations
• Family medical history (where relevant)
• Current symptoms or health concerns
• Blood pressure readings (can be done through our in-app medical reading process if required for the consultation)
• Height and weight (to calculate your BMI)

Providing your blood pressure measurement

For certain services, your attending clinician may require your most up-to-date blood pressure reading to ensure the service is both suitable and safe for you.

The NowPatient app uses an innovative approach to measuring blood pressure using your smartphone camera held in front of your face. It’s the world’s only blood pressure check without a cuff or wearable. It is classed as a Medical Device and conforms to EU CE and UKCA Class I Medical Device standards. CE Class IIa conformity is expected in 2025.

You will need a recent iOS or Android smartphone with a front-facing camera. Unfortunately, It is not available for use on desktop devices.

When you make your appointment, we reserve a time for you to see a clinician. If you need to cancel, please do so at least 24 hours in advance.

To cancel:

1. Navigate to the consultations section of your account
2. Select “Upcoming Consultations”
3. Choose the consultation you wish to cancel
4. Select the “Cancel” button
5. Confirm the cancellation

You’ll receive reminders 30 minutes before your virtual consultation via:

• Push notification
• SMS notification
• In-app notification
• Email

Before your virtual appointment:

• Ensure NowPatient has access to your device’s microphone and camera
• Bring your ID—the attending clinician will ask to see it to ensure they’re treating the right person. This is required for your safety