Question 1

Are remote video consultations right for me?

Accepted Answer

Remote video consultations or synchronous consultations are suitable for many patients who do not need a physical examination and who can communicate via video. Remote video consultations might not always be suitable – for example, if you need a test or physical examination. If that is the case, you will need to attend your doctor’s practice. Although our Clinicians are clinically trained in various services that we provide, they are not a substitute for your doctor if you have a serious illness or life-threatening condition. If at any time during your remote video consultation, you feel that you would like to end that consultation, then you can say so and the consultation will be ended.

Question 2

How do I know if the remote video consultation service is safe?

Accepted Answer

NowPatient has specific safeguards and protocols in place that ensures the service we provide you is safe, secure and effective. Our video technology platform is certified to the highest industry standards of data security and clinical governance.

Question 3

Do I need to verify my identity during the remote video consultation?

Accepted Answer

Yes, for your safety and to ensure that the service we provide you, complies with regulations, our clinicians will request that you hold up your ID at the start of your virtual consultation to verify your identity.

Question 4

Can I have a chaperone (carer, friend, family member) join a remote video consultation?

Accepted Answer

Yes. If they are in the same location as you, it is possible to have someone with you during your video consultation. You should let your clinician know if you have someone with you at the start of your appointment. You may be asked what relationship the chaperone has to you.

Question 5

How can I be sure that you are handling and protecting my data securely?

Accepted Answer

We not only meet the UK and US standards for data security but we exceed them. We demonstrate this by regularly auditing our systems, both internally and externally. Our various externally audited accreditations such as ISO27001, DTAC, DSPT, and Cyber Essentials + demonstrate our compliance with global security standards and should give you peace of mind.

Question 6

How is my data stored?

Accepted Answer

NowPatient’s commitment to data residency is a key priority, and to that end, we only house data in validated data centers. We pledge that UK-based data remains solely in the UK, while US data is governed by HIPAA-prescribed data security protocols. The data centers we use align with the highest standards of security and privacy, which is demonstrated by a programme of regular external audits to demonstrate the efficacy of safeguards against contemporary threats.

Question 7

Are my consultations confidential?

Accepted Answer

Yes, we follow strict General Data Protection Regulations (GDPR) which came into force in May 2018. This places legal requirements on ourselves to ensure your personal data is managed securely with the utmost confidentiality. Records are maintained of the processing that is carried out and reported when breaches of the regulation do occur. Our platform is also HIPAA compliant which means we are able to handle PHI (Personal Health Information) securely.

Question 8

Can I select which clinician I have my consultation with?

Accepted Answer

Yes. NowPatient allows you to choose from a pool of clinicians based on competencies, gender and languages spoken.

Question 9

Will my doctor be informed of any consultations I have through the app?

Accepted Answer

We recognize that your doctor is responsible for your overall care. Our clinicians will communicate with your doctor if they have concerns or recommendations that could be beneficial for your overall care. Referrals are only made upon your explicit consent or if they form part of the terms of service that you consent to.

Question 10

Do remote video consultations save money for health systems?

Accepted Answer

The traditional healthcare model encourages patients with health concerns to visit their doctor or pharmacy to seek a consultation. NowPatient is the first remote video consultation service that connects patients to a multi-disciplinary team of clinicians. It allows patients to book a consultation with a clinician from anywhere in the United Kingdom and the United States. Consultations can be conducted using a smartphone, tablet or PC.

Question 11

Are remote video consultations safer than online questionnaires?

Accepted Answer

NowPatient only provides its services in real time over a live video feed. This is called synchronous telehealth. We believe it is the safest way for you to receive remote care because it is in real-time. It is especially beneficial in an emergency situation as the clinician and patient can visually see each other. The clinician can ask all the questions they need to make a diagnosis or build a treatment plan during the consultation. Equally, any concerns you have can be addressed at the point of consultation. Some providers use a low-tech approach for conducting clinical services such as a questionnaire or quiz. Although it may be suitable for low-risk clinical services, it often means you will not have any face-to-face interaction nor be able to raise concerns about treatment or diagnosis, in real-time, with the clinician who is providing your care.

Question 12

What quality of care can I expect to receive from a remote video consultation?

Accepted Answer

Your remote video consultation, conducted by a NowPatient clinician, will always seek to provide you with safe, high-quality care. Your health and well-being is our priority. We continuously monitor and assess the services we provide you to ensure that it is safe, effective, caring and well-led.

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