Once you have completed your booking for a video consultation (including payment and choosing an appointment time), you'll receive an email entitled "Your Qoctor Consultation". This email contains information about your upcoming appointment (including what to do if you need to reschedule).

You should also receive an SMS and email 30 minutes prior to your appointment with a link to the video consultation. Once your time slot begins, click on this link and you should find yourself in the video waiting room.

When the doctor is ready to see you, they will appear on the screen. Then they will ask you questions relating to your health issue(s).

After your appointment, if the doctor has issued a medical certificate, this will be uploaded to your Qoctor account within a few minutes, and you'll also receive an email containing a link. To access the certificate you can use this link, or alternatively just log in to your Qoctor profile and select the download option.

If the doctor has issued you a prescription, this will either be sent electronically to your pharmacy or posted to you (depending on the delivery option you have selected during the booking process).

Occasionally, following the video consultation, the doctor may feel you need to see a doctor in person for physical examination - they may therefore be unable to provide an online certificate for safety reasons - in this situation, they will advise you what steps you need to take. If a medical certificate is not issued, a refund will be provided.

If you encounter any difficulties using the Qoctor website, or with your booking, please contact our customer service team who are ready and waiting to help.

You can use our live chat to speak to our customer service team directly - this is available via the Qoctor home page during working hours (8.30am to 9pm Monday to Saturday, and 9am to 5pm on Sunday). If they are offline, there will be an option for you to leave a message, and they'll get back to you as soon as possible.