Question 1

How can I book an appointment using the Remote GP service?

Accepted Answer

Once you are a customer you will have access to our Remote GP service, which includes a 24/7 remote GP helpline, video consultations, private prescriptions, health information and onward specialist referral. You can use the WPA Health app to set up an appointment or you can login to the secure area of the WPA website and obtain the Remote GP phone number to call their helpdesk.

Question 2

Who will I speak to when I call?

Accepted Answer

You will first speak to a specially trained operator who will take some information and arrange for a GP to call back at a convenient time. If calling for a webcam (video) consultation the operator will ask for an email address.

Question 3

Can I choose to speak to a male or female doctor?

Accepted Answer

Yes, where possible the WPA GP Service Provider will always try to accommodate a patient's preference to speak to a male or female doctor. The GPs are friendly, experienced, NHS practising GPs, with the same qualifications as your own NHS GP.

Question 4

What sort of things can I ask about?

Accepted Answer

Anything you would normally ask a GP about, for example, travel vaccinations, sensitive or confidential concerns, explanations of diagnosis or treatment, aches and pains or any other health-related query.

Question 5

Will I still need to see a GP?

Accepted Answer

Most patients receive the advice, reassurance and, where appropriate, diagnosis required. The doctors can assist with most health concerns, but if symptoms require a physical examination, or need a repeat prescription, the patient may be referred to their own GP.

Question 6

Is there a limit to the number of consultations?

Accepted Answer

No. You can contact the GP advice line as often as needed, there is no limit to phone or video consultations.

Question 7

Can the GPs issue a prescription?

Accepted Answer

Yes, GPs can arrange and electronically authorise private prescription medication. The online pharmacy will then contact the patient to arrange delivery of the medication to a nominated UK address. The pharmacy will take payment via credit or debit card - this charge will not be reimbursed by WPA, unless you have a relevant benefit option.

Private prescription medication is subject to a full consultation with the GP taking into consideration presented symptoms, medical history and any current medication. Medication will only be issued where the GP believes it is clinically appropriate, on a case by case basis. Where appropriate, and as advised by the GP, prescriptions can be collected at a local pharmacy nominated by the patient.

Question 8

What happens if I don't have internet, can I still have a private prescription over the phone?

Accepted Answer

Yes, the service doesn't require an internet connection to access the GP. The helpline provides 24/7 telephone access to a GP and should the doctor feel it is necessary, they can issue private prescription medication and open referrals remotely.

Question 9

Are there limits to what the doctor can prescribe?

Accepted Answer

The service follows GMC best practice guidelines for remote prescribing. Should the GP feel it necessary, they can prescribe short-term medication for acute conditions. If a patient requires ongoing medication or is seeking a repeat prescription, it is in their best interests to see their own GP to be examined.

Question 10

Can my children have consultations and prescriptions?

Accepted Answer

Family members are eligible to use the GP advice line, but for anyone under the age of 18, it is advised that their legal guardian call on their behalf.

Question 11

Can the GPs issue repeat prescriptions?

Accepted Answer

In line with clinical best practice guidelines for remote prescribing, the GPs are unable to issue long-term, repeat medication. Should a patient require repeat prescription medication, it is in their best interests to see their regular GP who can provide the ongoing monitoring, medical record and follow up care such prescriptions require. GPs can offer advice on medication being taken and may be able to offer short course medication depending on the symptoms presented.

Question 12

What are the prescription delivery charges?

Accepted Answer

Provided medication is in stock and raised before 3pm, the medication is delivered the next working day to your home or place of work. Many common items, such as antibiotics, inhalers etc. are charged at the minimum price of £6.50. Postage and packaging costs vary and any costs will be confirmed, so that an informed decision to proceed can be made.

Question 13

How is the medication packaged?

Accepted Answer

It depends on the size and type of medication, but most smaller items are sent in cushioned, securely sealed packets. Packets or boxes are plain with no markings.

Question 14

Can the GPs issue fit notes?

Accepted Answer

Yes, should the GP feel it was required they can issue private fit notes (statements of fitness for work). Patients should check that their employer will accept a private fit note. Private fit notes are not acceptable for statutory sick pay.

Question 15

Can the GPs issue referrals to specialists?

Accepted Answer

Should the GP feel that a patient would benefit from a specialist assessment or further treatment they can provide an open private referral letter. This referral is for Private Medical Care only and will not be accepted for services in the NHS. Referral letters can be posted or emailed directly according to patient preference.

Please note the private referral is not a WPA claim authorisation. Patients will need to contact WPA prior to receiving any treatment, unless self-funding.

Question 16

How will the GP service communicate with my own GP in the case of a private prescription being issued?

Accepted Answer

Where the doctor feels it is appropriate (especially where a prescription is issued), they will ask for the patient's permission to send a copy of the consultation notes to their NHS GP. Communication is by secure email, fax or post, depending on the surgery.

Question 17

What happens if the doctor misses something?

Accepted Answer

All of the provider's GPs are NHS practising GPs working in primary care. In over 80% of cases their doctors are able to provide a clear course of action where the patient doesn't need to see another medical professional. If the doctor doesn't feel able to conclude on the best course of treatment over the phone, they will refer the patient to their own GP for a physical examination or further testing, or if necessary, to the emergency services if they believe high priority treatment might be necessary.

The GP telephone consultation service is available for unlimited use; if a patient's symptoms are not improving, or they later remember something which may be relevant, they can contact the service and speak to a doctor 24/7 to discuss any concerns.

Question 18

How does the WPA GP Service Provider recruit their GPs? What qualifications do the doctors have?

Accepted Answer

The provider's GPs are carefully selected following a recommendation and approved by their Chief Medical Officer and senior Medical Advisors. All GPs have Bachelor of Medicine degrees and are Members of the Royal College of GPs; many have additional qualifications in areas of special interest. They are experienced, practising NHS GPs who are GMC Registered/Licensed, on the NHS England Performers list and GP Register.

Question 19

How does the WPA GP Service Provider ensure the GPs are vetted on an ongoing basis?

Accepted Answer

As all of the provider's GPs are NHS practising GPs, they all have a responsible officer they report to and have an annual 360-degree assessment to ensure they are fit to practise. In addition to this, they are subject to clinical audits, bi-annual performance reviews with their peers are held, as well as extensive protocols and regular system training.

Their GPs are registered by the General Medical Council, Irish Medical Council and Information Commissioner's office and they are on the NHS Performers List.

All of their doctors are internally audited and most of them are also audited by Clinical Guardian.

Question 20

Isn't it dangerous for doctors with no records to give prescriptions?

Accepted Answer

All of the provider's GPs are experienced practising GPs who have received training on the electronic prescription system; they will use their judgement following a telephone or video consultation, which takes account of medical history, allergies, current medication and presented symptoms. As in their NHS role, they will adhere to the GMC guidelines on prescribing following a remote consultation.

The patient management system has menus identifying approved drugs and dosage levels for non-controlled medication to be prescribed and authorised by a digital signature from the GMC registered doctor. The GP raises the prescription then must make a second check prior to authorisation; it is then checked by a qualified pharmacist during and prior to the despatch process for necessary safeguards - safer and more efficient than paper-based prescribing. The service follows GMC best practice guidelines for remote prescribing.

The GPs take a full history from the patient including any current medication and dosages, allergies etc. This detail remains on the patient management system, including data relating to any medication prescribed by the provider's doctor, so in future consultations doctors can see previous prescribing history. When a prescription is issued, the consultation notes are sent to the patient's own GP with patient consent.

Question 21

How are data and records stored and can my own doctor access it?

Accepted Answer

All patient data and records are stored on the provider's secure patient management system, in a secure data centre which is only accessible with dual-factor authentication by authorised personnel. It is important to have all medical records in one place, therefore, when appropriate and with permission, the provider sends any relevant consultation notes, including notes for any prescriptions or referrals issued, to the NHS GP

Question 22

What about confidentiality?

Accepted Answer

Patient confidentiality is very important. Any records remain confidential unless consent is given to share it with a third party such as an NHS GP or a specialist.

Question 23

How long will my personal data be held on the WPA GP Service Provider's systems?

Accepted Answer

At least 10 years and in the case of someone under the age of 18, it is held for 10 years after they reach this age. The provider's IT systems have been accredited by Cyber Essentials.

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