Frequently asked questions
I have forgotten my login details, how do I get access?
If you have forgotten your username or registered mobile phone number, please contact support.
If you have forgotten your password, please select “Forgotten your password?” on the login page and follow the instructions. If you need further assistance, it's best to contact our support team.
How do I change my personal information?
If you would like to change or update your personal details, log in and go to your profile. Once in your profile, select “Account settings” to change your personal information.
If I’m not using the Docly mobile app, which is the best browser to use?
You can use Docly with the most common browsers such as:
- Edge (PC / Windows)
- Safari (Mac, iPhone)
- Chrome (Mac, PC, Android, iPhone)
- Firefox (Mac, PC, Android, iPhone)
Why am I not receiving an email notification when the doctor taking care of my case sends me a message?
Make sure you have entered the correct email address — you can check your registered email address in “Account settings” in your personal profile. Occasionally, emails can also get filtered into the spam folder — to avoid this, add the sender as a contact in your address book.
Can I close my account?
Yes, of course. You can always close your account by contacting our support staff, who will assist you.
Can I ask for my account to be deleted?
Yes you can, by emailing the following email address: firstname.lastname@example.org Please read on to see what information can/cannot be deleted.
Once I email email@example.com, what personal data can I expect to be deleted?
Once Docly receives your email, you can expect an acknowledgement of your request within 3 working days. We follow GDPR guidelines set out by the ICO on the right to erasure. More information can be found here
- We will need to confirm your identity before your request can be processed.
- Processing your request will take up to one month from the date of receipt of the confirmation of your identity as per ICO guidelines.
- Any consultations you will have had form part of your medical records at your registered practice and this information will already have been sent to them.
- You can access this information by contacting your GP practice directly.
- You will be notified once your request has been actioned. If you haven’t submitted a case with us, all personal data will be deleted
Categories of data:
- Marketing data: All marketing of our product (e.g. SMS/e-mails to the patients) is sent and held by the GP Practices. Docly currently hold no data regarding marketing.
- Service data: this is data that we use to provide the service, but is not medical data. Examples: recording the last visit of a user, which device type and when, any log information in the database connected with a user. This data will be erased.
- Personal information: This data has been erased where possible, but in some places it acts as our “bridge” between the GP practice and our own cases records, and we need to retain it, should the GP practice wish to use that data in the future for healthcare. Examples: Name, address, phone number, email address. The data we will erase is: phone number, street address, city, password, email address. The data we have retained is first name, last name, sex, postal code and date of birth.
Once I email firstname.lastname@example.org, what personal data can I expect not to be deleted and why?
- Due to strict regulations and legislations in the UK governing Medical Records data retention laws, we are unable to delete certain aspects of your medical records and particular once you have used the Docly service to submit a case to get help from a doctor.
Information we will NOT be able to delete:
- Medical data: this is data that we use to treat patients. Examples: case questions & answers, pictures/videos sent during the case, messages between the patient and doctor. This data will be retained.
- Audit data: this is data that we need to prove we are treating verified patients, and the care process has been followed. Examples: ID card uploads, changes of personal information, anything we store in the access log. This data will be retained.
Do I need to pay any fee in order to use Docly?
No. Docly is a free service, available to patients registered with a participating GP surgery.
How long does it take for a doctor to respond when I've submitted my case?
Docly is a same-day service (Monday–Friday). However, it's difficult for us to specify an exact time — but don't worry, you will be notified as soon as your doctor has started looking at your case and you can respond at a time that suits you. Keep in mind that the service is available during the surgery’s regular opening hours. If you submit a case outside those times, e.g. over the weekend, the duty doctor will review the case when the service next opens.
Do I have to fill in a questionnaire every time I use Docly?
Yes. Each visit is unique, and to ensure that you receive the correct care and diagnosis, you need to provide information about your condition (or the condition of the child for whom you are acting as proxy) every time you submit a case.
Do I have to fill in the health profile every time I use Docly?
No. Your health profile will be pre-filled after your first consultation. However, you will be required to confirm that the information you provided is still valid at the moment you submit a new case. We encourage you to review the information and update it if needed.
Who is the service for?
The service is for adults over the age of 18. The service is also available by proxy (a parent or guardian) for children between the ages of 2 years to 15 years of age (until they reach their 16th Birthday). Patients or parents need to be registered at a participating surgery. For patient safety reasons, pregnant or breastfeeding women cannot seek care with Docly, though they may still act as proxy for a child between the ages of 2 years and 15 years (until they reach their 16th Birthday). Some clinical exclusions will apply, as referenced under the exclusions list below.
Can I have a consultation for my child?
Yes. Children between the ages of 2 years to 15 years can access the service through a proxy (a parent or guardian). If you are a youth from the age of 16 to 17, you currently cannot register your child through a proxy.
Do I need consent from my child to use the service?
Under UK Health law, in all cases, it is the responsibility of the proxy to understand that they must seek consent from the child before seeking care on their behalf. A proxy and the treating clinician will hold the responsibility to determine if the child of any age under 16years is deemed to have capacity to consent for a proxy to seek care on their behalf.
If the child does not consent to allow the proxy to seek care on their behalf, Docly will not be able to continue with the consultation and you will be asked to seek care by a clinician in a physical face to face location.
It is the responsibility of the adult proxy seeking care for their child to ensure that the child is present for all consultations, when asked to do so by the treating Docly clinician.
Can I have a consultation on behalf of another adult?
For safety reasons, we do not handle consultations that are placed on behalf of another adult (for example your family members, or a person under your care). The consultation is strictly personal and Docly will conduct an ID validation before handling your case.
Does Docly offer me a tool for seeking care if I’m blind or visually impaired?
Unfortunately not. Docly does not offer a tool (for example text to speech) for blind or visually impaired patients.
Will you share my information with my GP?
Yes. The Docly service is provided by your normal NHS GP surgery and they have full access to your record.
Can I have a consultation over the telephone?
No. All consultations are conducted through our Docly app (available on App Store and Google Play) or our website www.docly.co.uk using a mobile phone or computer.
Can I message a doctor without having a consultation?
No. You can only message with a doctor after submitting a case via our Docly app (available on App Store and Google Play) or our website www.docly.co.uk using a mobile phone or computer.
Under what circumstances can I not use the Docly service? (Exclusions)
The Docly service shall not be used in emergencies, as stated in the Terms of Service. Docly is additionally deemed unsuitable if the patient falls within the list below:
- Child under the age of 2
- Young adult between the age of 16 and 18.
- Any safeguarding concern
- Existing GP safeguarding list
- Existing safeguarding register
- Vulnerable child
- Child at need
- Looked after child
- Previous safeguarding concern
- Previous or current social worker
- Domestic violence
- At risk of domestic violence
- Female Genitalia Mutilation
- Female Genitalia Mutilation at risk
- Trafficking at risk
- Previous ex-partner risk
- Child with Learning disability
- Child with cancer
- Child with developmental delay
- Child with disability
- Child with depression
- Child with anxiety
- Child with mental health illness
- Child under CAMHS
- Child with ADHD
- Child with autism
- Child with Asperger
- Child with eating disorder
- Child with previous self-harm
- Child with substance misuse
- Asylum seeker
- Needs interpreter
- Sheltered Accommodation
- Homeless/At risk of homelessness
- Parental severe psychiatric condition
- Parental bipolar disease
- Parental schizophrenia
- Parental personality disorder
- Parental psychiatric admission
- Parental substance misuse
- More than 3 acute attendances
- Under secondary care
- Admission to hospital in last 12 months
- Outstanding medical reviews
- Outstanding vaccinations
- Newly registered
- Recurrent DNAs
In these cases, you should seek care from your GP or a clinician in a face to face location
How can you make a diagnosis without physically meeting me?
Our doctors have extensive experience, and they all work in NHS GP surgeries. The questions you are asked are the same ones you'd receive during a physical visit — the difference is you can answer them when it suits you and at your own pace. Bear in mind, not all types of conditions are suitable for an online consultation so be sure to look closely at what we can help with. Please remember — Docly is NOT an emergency service, as always, in case of an emergency call 999.
What types of conditions can you help me with?
We can help with problems or conditions that are suitable for digital care. You can check our treatment areas here.
How will my doctor contact me?
Docly is a message-based consultation service — all messages are sent and received via docly.uk or in our app, it's safe, private and discreet. You will receive an email notification when your case has been assigned and every time your doctor communicates with you.
Can I schedule video calls?
Occasionally, a video call is needed for the doctor to be able to make a diagnosis — if that's the case, you and your doctor will find the most suitable time to have the call. The easiest way to have a video call is via our Docly app — this can be downloaded directly from the App Store or Google Play. If you decide not to use the app, you will need a mobile phone or computer with a camera and microphone. We recommend using Chrome, Safari or Firefox as a web browser — unfortunately, we cannot offer video calls via Edge (Windows). If you experience a problem with the video call, try restarting the call. If this does not help, restart your browser. If you need further assistance, it's best to contact our support team.
Can I get a repeat prescription?
Yes. You can request a repeat prescription for medication that is currently on your repeat prescription list or one that you have had in the past. A doctor will assess your request, and, if appropriate, authorise it.
I am looking for a GP surgery but cannot find it on your website. Why is that?
Currently, Docly is only available at selected GP surgeries across the UK. If the surgery of your choice does not offer the Docly service, you'll not be able to find it on our website. Check again soon, as we are constantly increasing the number of GP surgeries using our online consultation service.
Who are the doctors working in Docly?
Our online doctors are the same GPs who work in your normal GP surgery — they are simply offering online appointments via the Docly platform.
What if my problem cannot be treated online?
If your doctors feel that they cannot treat you online and that face-to-face care is needed, they will arrange a physical appointment at your normal GP surgery, or direct you to the right level of care. Please remember — Docly is NOT an emergency service, as always, in case of an emergency call 999.
Do doctors have access to my NHS medical record?
Yes. The Docly service is provided by your normal NHS GP surgery and they have full access to your record.
Who can read my medical record?
Your patient record is protected and confidential. Only the healthcare professional responsible for your case is allowed to read your medical record.
How can I file a medical complaint or give feedback on your service?
If you have any medical complaints or feedback, please don't hesitate in contacting us — you can use our contact form to do this.
Is this service safe?
Yes. Docly has rigorous medical quality assurance procedures in place to ensure your safety.
Like any healthcare centre, we are required to comply with the EU General Data Protection Regulation (GDPR) and the UK Data Protection Act 2018. Also, we're regulated by the Care Quality Commission (CQC).
Why does the app requests access to my phone content?
The app needs access to your pictures and call information so that you can send pictures to and talk to the doctor. This only affects what is in the app — it doesn't affect anything else in your phone. If you have any questions about this, please contact us.
Do you have more questions and concerns?
If you need further assistance, don't hesitate to contact our support team, who'll be glad to help.
What is GDPR?
Is my information safe?
How do we protect patient data?