The aims of identity verification is:

to confirm that the applicant’s claimed identity exists in the real world,
that the applicant is the owner of the identity
that it is genuine
If we are dissatisfied with your identification, once we have established you are not in need of acutely urgent care we will advise you what to obtain or endeavour to provide other ways you can seek healthcare of an appropriate urgency in person.

We follow ‘Good Practice Guidance on Identity Verification’ https://www.england.nhs.uk/wp-content/uploads/2015/03/identity-verification.pdf

specifically want an urgent visit, please call us.

Our first consultation must be via video or in person so we can check your ID. This is an essential part of our safe registration processes. With your permission, we will take a screenshot of your photo ID and store it securely so it is available for us for future consultations. If you prefer us not to that is fine too – we will simply need to check your ID each video consultation you have with us.

To consult with a child we require: A parent or guardian to be ID checked and registered with us (we can register you for no added cost during your child’s first consultation) The child to be present during the video call A birth certificate, hospital discharge summary or other legal documentation that shows the relationship between the registered adult and your child.

We wish we could take your word for it, but online meetings can come with risks which we must mitigate. It is very important to us at PrimeMedicare that confirm the above so we know you are a family.

If we have previously ID verified you, we will ask you to verify some credentials at the start of your call. If we haven’t ID verified you before, we will need to take a quick video call before or at the start of your consultation to view your ID and you, after which we are more than happy to revert to voice only calls. If you would prefer someone else to ID verify you, for instance if you have booked a telephone call with a male clinician but are more comfortable video calling with a female, we can arrange for a member of our admin team to ID verify you. If you have no means to video call with us, please contact us.

We are passionate about delivering safety to both patients and staff. We have used our collective healthcare experience in both private digital and NHS settings to develop clinical and non-clinical policies and protocols through which we achieve the highest levels of safety. We have a rigorous recruitment process ensuring all staff are registered and fully up to date with their professional development, and provide a training in delivering remote consultations safely.

All our staff have a Disclosure and Barring Service check.

It is our policy to record all our consultations, unless patients expressedly request us not to. This is explained in greater detail in our terms and conditions, a copy of which is available on our website, and patients are reminded with each booking confirmation.

All recordings are kept securely and in accordance with GDPR and the UK Data Protection Act 2018. Recording consultations follows General Medical Council advice – https://www.gmc-uk.org/ethical-guidance/ethical-guidance-for-doctors/making-and-using-visual-and-audio-recordings-of-patients/recording-telephone-calls

No. Almost all smart phones will be able to load up a video link with us in your usual browser. Follow the instructions we send after you have booked.

At the moment, we can only consult with you when you are in England.

Rest assured that we are working hard on the hurdles so we can provide our UK-based customers care when they are travelling to other locations in the world – watch this space!

All our doctors consult from private offices with a shut door, to ensure no one else within the building they are located can hear your consultation.

We ask you when you book to find a confidential space from which to take your call, to ensure wherever you are the conversation also remains confidential.

Sometimes your doctor might recommend to reschedule your appointment if it becomes clear you have been unable to find a confidential location when your consultation starts. This could happen if, for instance, you are in a busy open plan office or on public transport.