Key questions about Digital Doctor
How do I book my appointment online?
You can browse and book appointments for the upcoming three days in the My Clinic section of your Member Area. Haven’t logged in to the Member area before? Check out our handy guide here. Once logged in, simply select My Clinic and you’ll see all the medical professionals available to you for phone and video consultations.
What if I call to book an appointment? Who will I speak to when I call?
When you first call, you’ll speak to a specially trained Customer Services operator who takes some details and arranges a convenient time for a GP to call you back or email you a link to join if you requested a video consultation.
What sort of things can I ask about?
Pretty much anything you’d ask your own GP – for example, about any vaccinations you might need if you’re travelling, ears, nose and throat complaints, dermatological conditions, aches and pains, health issues related to your age or any other health-related query you might have.
Did you know....
Can I choose to speak to a male or female doctor?
Yes. Where possible, we will always try to accommodate a patient’s preference to speak to a male or female doctor.
Will I still need to see a GP?
Most patients receive the advice, reassurance and, where appropriate, diagnosis they need from our doctors, however, if your symptoms require a physical examination, or a repeat prescription, you may be referred to your own GP. The service is not a replacement for your own GP. Typically, approximately 15% of patients are referred to their own GP for further advice or treatment.
Is there any limit to the number of calls?
No. You can call Digital Doctor any time you wish. With Irish Life Health there is no limit on the number of phone or online consultations.
Can I have a consultation for my children too?
Dependants are eligible to use the GP advice line. Where a patient is under the age of 16, it is necessary for their legal guardian to call on their behalf.
Can I use Digital Doctor if I’m pregnant?
If you are or may be pregnant, for your own wellbeing and that of your baby, we would recommend that you contact your own GP. You may also contact our Nurse on Call and Midwifery service.
Can I call in emergencies?
You must not use the service for emergencies or urgent conditions as this may delay necessary treatment. If you believe that you are in an emergency or life-threatening situation you should contact your local emergency services immediately,
especially if someone:
− has difficulty or is not breathing
− you believe someone is having a heart attack or stroke
− has severe chest pain
− has severe abdominal pain
− has severe bleeding and it can’t be stopped
− has lost consciousness
− is in an acute confused state and/or is having fits which aren’t stopping
You may still need to see your own GP or contact the emergency services if the clinician you speak with feels it is necessary.
Can Digital Doctor issue a prescription?
Yes, where the GP believes it is clinically appropriate, they can issue prescriptions. The prescription can be emailed securely to your chosen pharmacy between 08:30 - 18:30 Monday to Friday, 10:00 - 16:30 on Saturdays and 10:00 - 18:00 on Sundays. Outside these hours, your prescription will be sent the next working day. In line with clinical best practice guidelines for remote prescribing, Digital Doctors GPs are unable to issue repeat prescriptions for the ongoing treatment of long term conditions. In these instances it is in your best interest to be seen by your own GP who will manage your care. Digital Doctor GPs may be able to offer individual prescriptions for, and advice on, medication you are currently taking and also short course medication for certain acute conditions, depending on the symptoms presented.
Can the GPs issue referrals to specialists?
Should the GP feel that you would benefit from seeing a consultant or specialist, they can provide you with an open private referral letter. This referral letter is for private medical care only. Referral letters can be posted or emailed directly according to your preference. Remember to check the cover you have on your individual policy before engaging a consultant or specialist, or accessing any diagnostic or treatment services, unless you are self-funding. The referral letter is not a private medical insurance claims authorisation.
What if I have a query about how the service works?
Contact us on 1890 100 048.
How are data and records stored?
All patient data and records are stored on HealthHero patient management system, in a secure data centre which is only accessible with multi-factor authentication by authorised personnel.
Is the service confidential?
Yes. Patient confidentiality is very important, any records remain confidential. Doctors follow clear guidelines about sharing clinical notes with the patient’s own GPs; when appropriate and with patient's explicit consent, will send any relevant medical notes, including consultations notes for any prescriptions or referrals issued, to the patient’s own GP.
How long will my personal data be held on the systems?
Clinical records are held in accordance with the HSE recommended retention periods for general practice and telemedicine records. In all cases, records would be maintained for a minimum of ten years.
Terms, conditions and data charges may apply.