Doctorlink FAQ’s
We want to make it easier for you to find the right care, wherever and whenever you need it.
General FAQs
What is Doctorlink?
Doctorlink is a new online service and free app to help you check your symptoms and guide you towards the right care, whether it’s helping you to book an appointment with your GP, directing you to your nearest pharmacy or advising on home care. It’s available 24/7 and you’ll always stay registered with your GP. For more information search ‘SWL Doctorlink’.
How will Doctorlink benefit me?
Doctorlink will help you check your symptoms and guide you towards the right care, whether it’s booking an appointment with your GP, directing you to your nearest pharmacy or advising on self care. It’s available 24/7 and you’ll always stay registered with your GP. For more information search ‘SWL Doctorlink’.
How does it work?
Doctorlink asks a series of relevant questions based on your symptoms and concerns. The symptom assessment tool recommends the right action based on your symptoms.
If a medical consultation is recommended, the app will either help you to book this directly or your practice will contact you to arrange a suitable time.
Your practice will receive a copy of the symptom assessment outputs just as they would following an out-of-hours 111 consultation. Doctorlink is accessible 24/7, directing you to the help you need.
Appointments
How soon can I get an appointment?
Once you have completed your Doctorlink symptom assessment you will be given the most appropriate options based on the results. If an appointment is recommended, the app will either help you to book this directly or your practice will contact you to arrange a suitable time.
Is this the only way to book appointments?
It’s recommended to use Doctorlink to check your symptoms which will then assess the right care for your needs. If you require an appointment, it’s usually quicker and more convenient to book one with the help of the Doctorlink app. You will still be able to phone your GP as usual for advice or to book appointments.
Can I book urgent appointments or just routine?
Once you have completed your Doctorlink symptom assessment you will be given the most appropriate options based on the results, including urgent and routine appointments.
How do I cancel my appointment?
If you wish to cancel an appointment you have the ability to do so within the home screen on the Doctorlink app.
Who do I speak to if I have a query about an appointment?
If you have a query about an appointment you will need to contact your GP directly via telephone.
Will I receive confirmation that my appointment has been booked?
Once you have completed your symptom assessment it will provide you with confirmation, and will be available within your Doctorlink dashboard for reference.
Do I need to do anything to book an appointment?
You will need to register on the Doctorlink app and complete a symptom assessment to see if you require an appointment.
What if the app tells me I don’t need an appointment?
If your symptom assessment shows that you don’t require an appointment, it will guide you on the most suitable solution on what to do next.
Can I use the app the make prescription requests?
Doctorlink offers repeat prescriptions requests, but this will depend on your surgery and whether they offer this feature. You can check whether or not your practice offers this via the Doctorlink app home screen.
App
How can I book appointments on the app?
Once you have completed the Doctorlink symptom assessment it will give you the most appropriate options based on the answers you have given. If an appointment is recommended, the app will either help you to book this directly or your practice will contact you to arrange a suitable time.
Is the registration process complicated?
Not at all. All you need is your name, email address, telephone number, and address.
I already have online access, do I have to re-register?
Yes. However, registration is really simple and Doctorlink offers more services than the existing online service. You can still use the existing online services.
I am having trouble signing in – who do I contact?
You can email the Doctorlink support team via the Doctorlink app if you are experiencing any issues with signing in.
What do I do if I have forgotten my password?
You can request to reset your password via the app login page.
What do I do if I have forgotten my email or user ID?
Via the app you can email the Doctorlink support team who will be able to help with forgotten emails or user ID’s.
Do I have to pay for the app?
The Doctorlink app is completely free to use. It’s a free service provided to you via your GP Practice.
My app stopped working, what do I do?
You will still be able to contact your local practice via the usual telephone number.
What should I do if I cannot access or use the app due to technical issues?
You will still be able to contact your local practice via the usual telephone number.
How do I register?
Once you have downloaded the app, either through the Apple app store, or Google Play store, you will be able to register through the app.
Is it a real doctor I’m talking to?
Doctorlink is a clinically approved algorithm that asks a series of relevant questions based on your symptoms and concerns. The symptom assessment tool recommends the right action based on your symptoms, if appropriate this will help you to book an appointment with your GP face to face or over the phone.
Can I use the Doctorlink app to manage appointments for my family/children/relatives?
Yes. Once you have registered via the app, you will be asked who you would like to check symptoms for. At this stage you can choose ‘someone else’ and fill in the details for your family/child/relative.
What devices does the app work on?
Doctorlink is available on both Apple products and Android, you can also access the service via your computer.
Where can I download the Doctorlink app?
Doctorlink can be downloaded from your device’s app store. To install Doctorlink, follow the link for your device from below from your smartphone or tablet.
Patient Information
Where is my information stored?
Doctorlink will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy notice. Any information stored is held on secure servers located in the European Union.
Doctorlink does not store any data other than cookies (see below) on the device that you use to access this site.
They have a comprehensive Information Security Management System (ISMS) which is ISO 27001 accredited and as such employ best practice security protocols and procedures including encrypting your data in transit and at rest to protect your personal data and prevent unauthorised access to it.
What information will be shared about me?
Doctorlink may share information with your registered GP and other health care providers e.g. a pharmacist to enable them to provide you with the most informed level of care possible. If you do not consent, then you may have to provide the same information you have already supplied to us again, by consenting you save yourself and your GP time.
To prevent third parties from pretending to be you Doctorlink may have to establish your identity by passing your details to an Identity Assurance Provider.
Medvivo Digital will not share your information for marketing purposes with any other companies.
If Doctorlink is required to by law or regulation, they may disclose information as required to the relevant regulatory body. Where a symptom assessment indicates a potential safeguarding concern, the GP Surgery’s designated safeguarding lead will receive an alert. This alert includes the name of the person who completed the symptom assessment along with details of the symptom assessment for GP Surgeries to address as is their internal policy.
Who is responsible for keeping my information safe?
Please see the link below to view the Doctorlink privacy policy on information security
https://www.doctorlink.com/privacynotice/
Who can see my information?
Doctorlink may share information with your registered GP and other health care providers e.g. a pharmacist to enable them to provide you with the most informed level of care possible. If you do not consent, then you may have to provide the same information you have already supplied to us again, by consenting you save yourself and your GP time.
To prevent third parties from pretending to be you Doctorlink may have to establish your identity by passing your details to an Identity Assurance Provider.
Medvivo Digital will not share your information for marketing purposes with any other companies.
If Doctorlink is required to by law or regulation, they may disclose information as required to the relevant regulatory body. Where a symptom assessment indicates a potential safeguarding concern, the GP Surgery’s designated safeguarding lead will receive an alert. This alert includes the name of the person who completed the symptom assessment along with details of the symptom assessment for GP Surgeries to address as is their internal policy.
Where will be information be shared?
Please see the link below to view the Doctorlink privacy policy on sharing information
Is my information secure?
Doctorlink will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy notice. Any information they store is held on secure servers located in the European Union.
They do not store any data other than cookies (see below) on the device that you use to access this site.
Doctorlink has a comprehensive Information Security Management System (ISMS) which is ISO 27001 accredited and as such employ best practice security protocols and procedures including encrypting your data in transit and at rest to protect your personal data and prevent unauthorised access to it.
How is my data kept safe?
Doctorlink will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy notice. Any information they store is held on secure servers located in the European Union.
They do not store any data other than cookies (see below) on the device that you use to access this site.
Doctorlink has a comprehensive Information Security Management System (ISMS) which is ISO 27001 accredited and as such employ best practice security protocols and procedures including encrypting your data in transit and at rest to protect your personal data and prevent unauthorised access to it.
Will my information be sold to the private sector?
Your information will be secure and not shared anywhere outside of Doctorlink
Please see the Doctorlink Privacy policy for further information.
https://www.doctorlink.com/privacynotice/
Will the app take into account my pre-existing/long-term conditions?
The Doctorlink symptom checker will ask appropriate questions that will take into account pre-existing conditions.
GP
Do I need to change GP?
No, you will always stay registered with your GP. Doctorlink is provided to you as a free service through your current GP practice, you do not have to change anything.
I’m new to the area – can I use Doctorlink?
If Doctorlink is available at your registered GP practice you will be able to use it. To find out if your GP is using Doctorlink click here.
Do I have a choice?
You will still be able to contact your local practice via the usual telephone number.
Can I still contact my GP over the phone?
Yes. You can still contact the surgery via the usual telephone number. However, Doctorlink is accessible 24/7 enabling you to check your symptoms even when your surgery is closed.
Who can I contact for more information?
For more information about Doctorlink, please visit
www.Doctorlink.nhs.uk or contact us:
By email: support@doctorlink.com
By post: 14 James Street,
London,
WC2e 8BU
Other Questions
What can pharmacists help me with?
Pharmacists are medical experts who can help you with a wide variety of minor health concerns. As qualified healthcare professionals, they can offer clinical advice for a range of minor illnesses. To find out what services your local pharmacist offers take a look at our website.
What is South West London Health and Care Partnership?
South West London Health and Care Partnership is comprised of the organisations providing health and care across the NHS, local authorities and the voluntary sector in six south west London boroughs. We are working together in four local partnerships, acting as one team to keep people healthy and well in Croydon, Sutton, Kingston & Richmond, and Merton & Wandsworth.
Is this about stopping me from seeing my GP?
No, this is about reducing waiting times and assessing patient needs to make sure appointments are available when you need to see a clinician at your GP service.
What clinical algorithms does Doctorlink use and what UK accreditation does it have? (BMA, RCGP,GMC)
Doctorlink uses robust clinical algorithms developed over 15 years by clinicians. All algorithms are in line with National and NICE guidance and are updated as changes come through. Doctorlink is also in the process of obtaining CE accreditation.
