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Frequently Asked Questions


Frequently Asked Questions

ZoomDoc App

What does the app do?

ZoomDoc allows patients to see local, caring, professional and reliable on-call UK General Practitioners. You can choose your own doctor and arrange instant telephone or video consultation. Get clinically appropriate medications, referrals, private letters or sick notes.

Where do I download the app?

You can download the ZoomDoc app for free for both iOS and Android from the App Store and Google Play.

Where does the ZoomDoc app work?

Our Doctors are available 24/7 via the app from anywhere in the world for instant video and telephone consultations.

Download the app for free to see your nearest ZoomDoc Doctor.

Health Tests

What will happen after I purchase a health test?

After purchase of a health test from ZoomDoc, it will be immediately dispatched to your home or office. After it arrives, you must activate the test with the details of the patient that is undertaking the test. There are full instructions on how to activate your test on each test kit box.

What will happen if I do not activate my test kit properly?

Unfortunately if your test is not correctly activated we will be unable to contact you with your results. If you feel that you haven’t correctly activated your test kit you must contact us as soon as possible.

I’ve activated and taken my test, now what?

Please ensure your test is packed as per the instructions within your health test. You should then send your test to the lab as soon as possible by either using the attached pre-paid tracked24 label to post it or, for much faster results you may wish to courier it to the lab in Central London. 

What is my unique code?

The unique test kit code is listed on your test kit box and should be used at the time of activation.

When will I receive my results?

We aim to have your results to you via email within 24-48 hours of the lab receiving your health test.


Who are the ZoomDoc Doctors?

All of our Doctors at ZoomDoc are GMC registered, UK trained General Practitioners. They all work as GPs – mostly within the NHS, but also within the private sector. All of our doctors are tightly regulated and monitored by ZoomDoc and are fully insured. All of our GPs undergo regular appraisal and revalidation.

Will I know who my consultation is with?

Absolutely. There is a picture of your local ZoomDoc GP with information about where they usually work and their specialist interests. You can also see how many times they have been ‘liked’ by other ZoomDoc patients.

What services are provided?

GP video and telephone consultations. Medical assessment, clinical examination, diagnoses and treatment plans. Referral to private hospitals or acutely to NHS specialists (if indicated). A sick note can also be supplied if this is required.

What can’t we treat

Patient safety is our main priority at ZoomDoc, and with that we are unable to prescribe the following medications:

  • Controlled medication, including strong analgesics and morphine-based medications
  • Gabapentin
  • Pregabalin
  • Zopiclone
  • Sleeping tablets
  • Hypnotics and benzodiazepines
  • Medicinal cannabis
  • PEP (Post Exposure Prophylaxis for HIV treatment)
  • Medications that would normally be prescribed (or require close monitoring) by a specialist

Our ZoomDoc doctors will recommend the treatment course that they think is the most suitable. All ZoomDoc prescriptions are issued at the consulting doctor’s discretion.

Where are my notes stored?

Your medical notes are written by your ZoomDoc doctor after your consultation and sent directly to you. You will receive a notification when they are available to read within your app. We can also update your regular NHS GP if you wish.

How do I make payment?

All payments are seamless by credit card via our payment provider through your ZoomDoc app. When you request a consultation, our payment system automatically holds the fee. Once your consultation is complete, this payment will be completed. You will also receive a receipt after your consultation that can be used for insurance purposes.

Our limitations

ZoomDoc is not an emergency service – if you or the patient has chest pain, is very short of breath, unresponsive or bleeding excessively then you should dial 999 and ask for an ambulance.

How much does it cost?

All up to date pricing is listed within the ZoomDoc App which is free to download. Telephone and video consultations start from £35 . There is an additional charges for a referral letter, private letter or sick note.

Medical Letters, Certificates and GP Referals

How do I get a same day medical letter, certificate or referral?

After purchase of your medical letter online we will provide you with your unique certificate booking reference number which will allow you to upload your medical evidence. There is no need to a have a telemendicine consultation to receive a medical letter. We have revolutionsed same day doctor letters.

Once you have uploaded your medical evidence, our team of Doctors will review the evidence, 7 days a week and then send across  your Medical Certificate by email and sms.

Our Doctors may call you directly if they have any additional questions.

What medical evidence do I require?

We will require you to:

✓  Upload Photo / Image of your Passport to confirm your identity

✓ Complete a medical questionnaire

✓  Upload a short video (on your mobile) confirming your symptoms and rreason for a medical letter

QR codes on letters

Our Medical Letters and certificates have QR codes that can be scanned to verify the documents authenticity at any time.

When the QR code is scanned – it loads your personal results portal to review your letter online and confirm all of your personal details.

Do you provide refunds?

We only provide full refunds if we are unable to provide a Medical Letter.

After our Doctors have provided a Medical Letter we are unable to process a refund.

When will I receive my letter?

Our medical team will review your medical evidence and questionnaire and provide you with your Medical Letter, Certificate or GP Referral on the same day that evidence has been uploaded between 9am-9pm GMT (7 days a week).

Who signs the Medical Letters?

One of our UK Doctors at ZoomDoc Health will sign your Medical Letter.

We are a UK regulated healthcare service and the certificates can be used internationally.

All of our Doctors are registered with the UK General Medical Council.