NowGP FAQ

General
What is Now GP?
A 24/7 personal GP service enabling you to have a video consultation with an NHS-registered GP and pharmacy services at the touch of a button. The Now GP service is provided by Now Healthcare Group (NHG). NHG are registered with and inspected by the Care Quality Commission (CQC), our inspection report can be viewed here.
How do I register for Now GP?
To start using Now GP you must download the Now GP App and create an account. If you have been provided access via your employer or insurance provider, please follow the sign-up instructions provided by them and ensure you input the required access code/number.
What healthcare services can I get through Now GP?
  • Video consultation with a UK based NHS-registered GP, providing you with a professional medical diagnosis or advice for peace of mind – including advice on pre-existing conditions
  • Private prescriptions
  • A referral letter for further private UK based specialist care, if further assessment or treatment is recommended
  • Fit notes – If you’re off work sick for more than seven days your employer will normally ask for a fit note (or Statement of Fitness for Work) from your GP or hospital doctor. Fit notes are sometimes referred to as medical statements or a doctor’s note
  • At home self-test kits – Your results will be reviewed by one of our GPs and sent on to you with any recommendations that the GP feels you should make.
  • NHS repeat prescription ordering
Now GP appointments aren’t suitable when the following is required:
  • Emergency treatment
  • Physical examination
  • Oral surgery
  • Referrals for cosmetic treatment
  • Ongoing care or treatment for chronic illnesses
  • Vaccinations
  • Please refer to the Now GP Terms & Conditions for further information.
How do I contact Now GP?
The support team are contactable between 8am and 8pm 7 days per week. They can be reached on 08083018067 or by email: support@nowhealthcaregroup.com. LINK Now Pharmacy are contactable between 9am and 5pm Monday – Friday. They can be reached on 08083013552 or by email: pharmacy@nowhealthcaregroup.com. You can also write to us: Now Healthcare Group Ltd, 1 Lowry Plaza, Salford Quays, Manchester, M50 3UB
What is the cost of the service?
Consultations can be purchased on a pay as you go basis at £42.50 per consultation. If you have access to Now GP via one of our corporate or insurance partners, you may receive subsidised consultations – all prices are clearly displayed in app once you have created an account and logged in.
Should the GP issue you with a private prescription, onward referral or fit note there will be additional costs to process these requests and there may be medicine and delivery costs involved if you choose to have a prescription fulfilled via Now Pharmacy. All costs are fully displayed within the app.
Video Appointments
How do I book an appointment?
As soon as you’ve signed into the App you can go to ‘Appointment’. This will show you the next available appointments and allow you to filter for GPs based on your preference. You could have an appointment within as little as 15 minutes. Appointments can be booked 24/7 and most are available on the same day. You may also book up to one week in advance to fit around your lifestyle.
How long will my appointment last?
The appointment slot with your selected GP will last for up to 8 minutes from the booked start time. If the GP feels you need more time to complete the assessment, they will advise you to book an additional appointment. If you require more time with the GP you can book a further appointment through the App after your appointment ends.
Who will my appointment be with?
Now Healthcare Group contract GPs using strict criteria. All clinicians providing services on the Now GP App are UK based and NHS registered. They are, registered with the General Medical Council (GMC), hold appropriate medical indemnity, have passed the entry exam for the Royal College of General Practitioners and are annually appraised by within their NHS settings.
Why is my appointment recorded?
All video appointments within Now GP are recorded and stored securely with full end-to-end encryption. We record appointments for auditing and monitoring purposes to ensure we continue to provide access to the best possible care. These recordings can also be used to investigate any concerns raised about advice given or service received.
Does my appointment have to be a video appointment?
No, at the start of your appointment you can choose to connect to a video appointment or audio only. You can also switch between video and audio only throughout your appointment if you wish.
Why do I need to allow the microphone and camera?
You need to allow the microphone so that the GP can hear you during the appointment. If you wish to have a video appointment you will also need to allow the camera. You can manage these permissions in the settings of your device, and you can change these at any time. The GP will not be able to consult with you if you do not allow permission for the microphone.
What do I do if my appointment does not work?
Please contact the support team and they will be able to ask the technical team to investigate this for you. You can contact them on 0808 301 8067 or by email on support@nowhealthcaregroup.com between 8am-8pm, 7 days a week. You can also use the in app ask a question functionality when available. You will need to confirm the date and time of your appointment and the support team will come back to you with the technical investigation results. Calls may be monitored and/or recorded.
What do I do if I miss my appointment?
You will receive a notification reminding you of your appointment 10 minutes before it is due to take place (make sure you are logged into the App in advance). If you miss your appointment you can book another for a later time. If you miss an appointment it will be counted as one of your purchased appointments.
Can I cancel an appointment?
Should you wish to cancel an appointment please call the NHG Support Team on 0808 301 8067 a minimum of 3 hours before it is due to begin to request cancellation. The support helpline is available between 8am and 8pm, 7 days a week. Calls may be monitored and/or recorded. Cancellation of appointments cannot always be guaranteed.
Can I use the Digital GP service when I’m away on holiday or working abroad?
As a UK resident, you can use the service abroad. If a prescription is issued overseas this will be a cross-border prescription that meets the regulations required within the EEA. A cross-border prescription will be sent to you in the App. It will be for a generic medication. You will have the option to have a prescription link emailed to you - this is a secure link and will enable you to print the prescription. You can then take this into a local pharmacy. The decision to dispense lies with the local pharmacist, NHG has no authority over this. Within an EEA country, the cross-border prescription should be accepted, outside an EEA country it can be used as an advice note only.
Can my NHS GP see notes of consultations I have through this service?
Continuity of care is extremely important and sharing your medical information with your NHS GP constitutes good medical practice and enables your NHS GP to have a full medical history. After each consultation you will see a consent box asking if you wish your notes to be shared. Please provide your NHS GP details in your account to ensure this is possible.
What happens if I don't consent for my appointment notes to be shared with my NHS GP?
Your notes will not be shared unless you consent. Patient confidentiality laws apply as standard for all clinical practitioners. The clinician only has the legal right to breach confidentiality in cases where the individual is deemed to be at imminent risk of harming themselves or others.
Appointments for under 16’s
Can I register my child?
Yes. You can do this by logging into the app, tapping the menu button and selecting “Family Accounts”. You can then tap “Add Account” to create a new child account. You will receive an email to verify parental responsibility, once you have completed this and the clinical team review your submission you will be able to book appointments for under 16 dependents.
Why do you verify parental responsibility?
The Department for Health state that if a person is under the age of 16 then their parent or guardian has authority over medical decisions and consent to examine an under 16 (parental responsibility). As a healthcare provider we must adhere to this regulation.
How do you verify parental responsibility?
When you create a profile for an under 16 we will send you an email with a secure link. This will take you to an online form where you will be asked to confirm your personal details, details about your child and evidence of parental responsibility. Evidence letter of guardianship or child’s full birth certificate, the document must have the named parent/guardian clearly stated. Once these are received the clinical team will review and conduct an identity check on you. If this is passed both you and your child will be ‘verified’ on our systems. This check is only required once.
Do I need to be present for my child to have a consultation?
Yes, the adult verified with parental responsibility will need to be present for the video consultation with the GP.
Can I add my child onto both mine and my partners accounts?
No, Now Healthcare Group can only hold one clinical record per person. Adding a duplicate account will create a new clinical record. As part of our regular audits all duplicate accounts are merged to create one clinical record.
How do I leave feedback on my GP consultation and the service?
After your GP appointment, you will have the option to rate it and provide comments. You’ll also be emailed a link to a satisfaction survey. Alternatively, if you’ve any queries about the service that aren’t answered by these FAQs, the Support Team is available via the in App ask a question function, at support@nowhealthcaregroup.com or on 0808 301 8067 between 8am-8pm, 7 days a week. Calls may be monitored and/or recorded.
Private Prescriptions
If I’ve been issued a prescription, how do I receive my medication following my consultation?
The prescription will be sent through to your App after your appointment. You then have the option to choose delivery to your home, office or other nominated location, or you can ‘click and collect’ from a local pharmacy (subject to open times and availability).
Will I have to pay for my prescription & medication?
All prescriptions issued through a video consultation via Now GP are private prescriptions and can be viewed in the App within 4 hours of your consultation finishing. Costs to fulfil a prescription generated from your appointment are as follows:
  1. Provision of a prescription
  2. Cost of your medication
  3. Delivery charge (if applicable)
In most instances only two of the above charges will apply, depending on which collection or delivery option you choose. A prescription is an instruction, written by a medical practitioner, which authorises a patient to be issued with medicine or treatment. Private prescriptions issued by Now Healthcare Group on Now GP are chargeable. Medication charges are made by the dispensing pharmacy and vary according to the medication required. Delivery charges vary and are clearly displayed within the app. When you opt for your medication to be delivered, you pay only for the medication and the delivery (no prescription charge). If you opt for ‘click and collect’, you pay a fixed in-app prescription charge and pay the dispensing pharmacy for your medication upon collection. All payments can be made securely in-app. Now Healthcare Group use a tertiary payment provider and don’t store any of your payment details. You are not obliged to accept NHG private prescriptions. Prescriptions will remain active on your account for 28 days (this is in line with NHS standards).
Referral to secondary care
How do I get a referral if further investigations or treatment are recommended by the GP?
If, during a consultation, the GP feels you require further investigation or treatment with a specialist they will issue you with a private open referral. A private open referral states the type of specialist, but it will not name a specific specialist or hospital. The referral will be sent to the referral section of your app, where you will have the function to request this from Now Healthcare Group. A copy of the signed document will be emailed to you within 24 hours which you can use to arrange a consultation with a private specialist. If you have access to private health insurance this referral letter can be passed to the provider/insurer to arrange your consultation. If you don’t have private medical insurance, you will still be issued with an open referral, we would advise you to visit your NHS GP to discuss a referral within the NHS. Now Healthcare Group are not able to provide referrals into the NHS.
When should I receive my referral letter?
The referral will be sent to the referral section of your app, where you will have the function to request this from Now Healthcare Group. A copy of the signed document will be emailed to you within 24 hours which you can use to arrange a consultation with a private specialist.
How will I receive my referral letter?
Once requested, a copy of the signed document will be emailed to you within 24 hours which you can use to arrange a consultation with a private specialist.
Can the GP refer me to a specific specialist?
No, all referrals issued by GPs on Now GP are private open referrals. A private open referral states the type of specialist, but it will not name a specific specialist or hospital. The issuing of a referral is at the GPs professional discretion based on the health and wellbeing of a patient. The GP cannot issue a referral based on the request from a patient if it is not deemed appropriate.
Can the GP refer me for urgent or emergency care if I have private medical insurance?
No, we cannot refer for urgent or emergency care. If you need urgent treatment, we recommend going directly to your local NHS accident and emergency. If you are recommended further treatment once at your local NHS hospital and you have private medical insurance, please contact your provider to discuss continuing this treatment in a private hospital. Now GP should not be used for urgent or emergency situations.
Is my payment on the app secure?
Yes, all payments are made with a tertiary provider. Now Healthcare Group does not store any payment details.
Do I have to enter all my personal details?
Yes, a prescription, referral or fit note cannot be issued legally without your name, home address, date of birth, accessible email address and contact phone number. We request that you also provide your NHS GP details so your medical notes can be forwarded to them to ensure continuity of care, this is not mandatory.
Are my personal details secure?
Yes, all details are fully encrypted and stored electronically. Details are held for 7 years in line with data protection after an account has been closed.
Fit Notes
What is a fit note?
Doctors issue fit notes to people to provide evidence of the advice they have given to the patient about their fitness for work. Fit notes record details of the functional effects of your condition so you and your employer can consider ways to help you return to work.
Why do I need a fit note?
If you're off work sick for more than seven days your employer will normally ask for a fit note (or Statement of Fitness for Work) from your GP or hospital doctor. Fit notes are sometimes referred to as medical statements or a doctor's note.
How do I get a fit note from Now GP?
You will need to book a video appointment within the App. During your appointment the GP will discuss your concerns and issue a fit note if they feel this is necessary. Any fit notes issued will show in the ‘Fit Note’ section of your App after the consultation. The issuing of a fit note is at the GPs professional discretion based on the health and wellbeing of a patient. The GP cannot issue a fit note based on the request from a patient if it is not deemed appropriate.
How do I access the fit note for my employer, if the GP recommends one?
The fit note will be sent directly to the Fit Notes section of your app, you will then see in-app options on how to purchase this. Once purchased, the fit note will be sent to the email address registered on your account.
Can I get a fit note for my child?
Yes, you will first need to create a profile for your child in the App and follow necessary steps to evidence your parental responsibility. You can then book a video appointment under your child’s profile in the App, an adult with parental responsibility will need to be present for the appointment. During the appointment the GP will discuss concerns and issue a fit note if they feel this is necessary. Any fit notes issued will show in the ‘Fit Note’ section of your App after the consultation.
Ask a Question
What can I use the ‘Ask a Question’ function for?
The Ask a Question function is available in App during core business hours. You can use the Ask a Question function to:
  • Ask Now Pharmacy medication related questions
  • Ask NHG support team for help using the app
If this functionality is not available, you can contact the NHG support team by phone or email 7 days per week and they will assist you where possible.
At Home Test Kits
I want to buy a Test-kit, how can I do this?
Test kits are available to view and purchase in the App. Click the item you want to buy and follow in-app instructions to purchase.
The GP recommended a test kit during my consultation, what do I do?
If the GP has recommended a test kit this will show under the ‘Recommended’ tab. You can then view the test kit and purchase in-app.
When will I receive my test kit?
Purchases made before 3pm weekdays will be posted on the same day. Orders after 3pm weekdays will be sent the following day. Purchases made on Saturdays and Sundays will be sent the next business day. All test kits are sent by first class post.
What do I do with my test kit?
Once you receive your test kit, you will find the necessary sample container, instructions, order form and return envelope. Follow the instructions provided to take the sample then return the sample and order form in the prepaid envelope to our Lab.
Is the test kit simple to do by myself?
Yes, all test kits are designed so that sample taking is simple enough for a person to complete at home.
Do I have to pay to send my test kit back?
No, you will be provided with a pre-paid envelope to return your test kit to the Lab.
How will I get the results of my test kit?
Our diagnostics team will have your results reviewed by a GP and forward the results and any recommendations by the GP to you by post.
When will I get the results of my test kit?
The lab will complete your test within 24 hours of receipt. They will then send the results to Now Healthcare Group by post, we typically received these within 3 days. Our Diagnostics Team will have your results reviewed by a GP and forward the results to you by post. You should receive your results within 5 working days of the Lab receiving your completed test kit.
The lab was unable to provide a result from my test kit, what do I do?
Should the results returned to Now Healthcare Group from the Lab state that there was not enough of the sample to be tested or that the sample was spoilt another kit may be sent out to you at the discretion of the Diagnostics Manager. Please ensure you follow all of the instructions provided with the test kit to ensure your sample can be tested when delivered to the Lab.
NHS Repeat Prescriptions
Can I get NHS repeat prescriptions?
NHG own Now Pharmacy, an NHS accredited pharmacy, meaning we can fulfil NHS repeat prescriptions. You’ll be able to sign up to this feature and request your repeat NHS medications in-app. Once nominated, Now Pharmacy will access your summary care record and display your NHS repeat medications in app. You can select which of these you require, and Now Pharmacy will contact your NHS GP and ask them to raise the NHS repeat prescription. Once raised Now Pharmacy will dispense at the same cost you would normally pay (exemptions apply, if you have one) and deliver for free. You’ll also receive an in-app reminder to alert/remind you to request your next lot of medication.
What is EPS?
EPS is NHS England’s Electronic Prescription Service. It allows NHS England GPs to send your prescriptions electronically to your chosen pharmacy. The NHS have estimated EPS has saved them £130 million over the last 3 years. You can find more information on EPS here.
What is the Summary Care Record?
The Summary Care Record (or SCR) is an electronic record of important patient information, created from GP medical records. It can be seen and used by authorised staff in other areas of the health and care system involved in the patient’s direct care. Now Healthcare Group need access to your SCR to upload your NHS repeat medications to our app. This enables you to order them directly from us rather than having to go to your NHS GP.
Is the service really free?
There is no charge for using the NHS repeat prescription ordering and delivery service within Now GP. It is completely free. The only cost that you might incur is if you have to pay for your NHS prescriptions. In this case we are required by law to pass on the standard NHS prescription fee.
Is this an NHS service?
Yes, Now GP provides NHS services though our registered NHS pharmacy (Now Pharmacy - General Pharmaceutical Council reference: 9010892).
How do I register with you?
Once you have signed up to Now GP you will see ‘NHS repeat prescriptions’ on your service hub. Simply click this button and follow the instructions in-app to nominate Now Pharmacy and use this service.
What happens after I register?
Once you have registered, Now Healthcare Group will retrieve your repeat medication details and upload them into the app. You will then be able to order your medications using your phone or tablet. This process usually takes less than two days but at peak periods of demand can take up to a week. If your medications are due within the next seven days please contact us directly at pharmacy@nowhealthcaregroup.com
How long after registering before I can order my repeat prescription?
The process of uploading your medications to the App usually takes less than two days but at peak periods of demand can take up to a week. If your medications are due within the next seven days, please contact us directly at pharmacy@nowhealthcaregroup.com
How do I order using the app?
You need to log in using the email and password you entered during the registration process. Please then tap on the “NHS Repeat Prescriptions” button and you will be taken to the ordering screen containing your repeat medications.
How long before my medication is due should I order it on the app?
The ideal time to order is 7-8 days before the medication is due. Any earlier than this and your NHS GP may not sign off your prescriptions as it is too soon after your last instalment.
Not all my medications have been loaded on the app, what should I do?
We are only able to upload medicines that your NHS GP has marked as for repeat prescription. You may have other items that you have regularly but are not designated as repeat - these will not be automatically uploaded to the App. If you believe that you should have other medications on the app, please contact us directly at support@nowhealthcaregroup.com or through the App’s Ask a Question function and a member of our support team will be delighted to help.
I am exempt from paying for prescriptions; how should I tell you about this?
We will ask you for your exemption status during the registration process. You can also confirm your exemption when you order your medications using the app.
I have to pay for my prescriptions. How do you take payment?
If you order using the App you will be able to pay using credit or debit card. If you order another way (such as direct with the pharmacy) we will email or text you a payment link. All payments can be made securely in-app. Now Healthcare Group use a tertiary payment provider and don’t store any of your payment details.
What happens after I order?
Every EPS repeat prescription request must be approved by your NHS GP before we can process it and dispense your items. You do not need to do anything about this. We handle this communication and send your prescriptions to your NHS GP on your behalf.
In the vast majority of cases, the prescription is signed off by your NHS GP within 48 hours and we are able to deliver your medicines shortly after. In some cases, however, your NHS GP does not sign off the prescription within this timescale. If this happens, we will chase your NHS GP on your behalf. We may need to contact you to discuss your individual case. You can also contact your NHS GP and ask them to sign off your prescription for Now Pharmacy to dispense.
What if my GP doesn’t use EPS?
If your NHS GP does not use EPS it may be more difficult to fulfil your order. Please contact us on support@nowhealthcaregroup.com to discuss.
What if my GP doesn’t allow pharmacies to order on my behalf?
Under NHS England rules, every patient has the right to choose which pharmacy will dispense their medication. If you have ordered using the app, you are exercising your right to have Now Healthcare Group deliver your medications. If your NHS GP is preventing this, they may be in breach of the NHS regulations. You should firstly contact your NHS GP to re-state that it is your patient preference that you use Now GP and Now Pharmacy and they should not be preventing this. You should also contact us at support@nowhealthcaregroup.com and we will assist you in the communications with your NHS GP.
How do I set up reminders to order my medication?
To do this, please log into Now GP and select “Manage Medication” on your service hub. You can then follow the instructions to set up reminders.
How will I receive my medication?
Medications are delivered using the Royal Mail 48 hour tracked service. If your order contains 3 or more items NHG may, at its discretion, dispatch the medications via an alternative courier service.
How long does it take from ordering my prescription to receiving the medication?
This is dependent on when your NHS GP signs off the prescription request but typically 5 working days from time of ordering.
Can I choose a delivery time?
If you are eligible for the free courier service you will be contacted with a delivery time slot which you can rearrange if that time is not convenient. For all other orders, due to the nature of Royal Mail’s service, we cannot guarantee a specific delivery slot.
What happens if I am not in when the delivery arrives?
If the package fits through your letterbox the order will be delivered so it is waiting for you upon your return. If it will not fit through the letterbox, and you are eligible for the free courier service the courier company will be in contact to arrange redelivery. For all other orders, unless otherwise instructed, it will be returned to the nearest Royal Mail sorting office for collection.
Can you leave the delivery with a neighbour?
Due to patient protection guidelines, unless we are instructed by you to do so, we are not able to leave the package with a neighbour. If you would like the package to be left with a neighbour, please contact us at support@nowhealthcaregroup.com to arrange.
Can you deliver to my work address?
Yes. When you make your order using the App you can specify which address you would like the delivery to be sent to.
Is delivery free?
Yes, there is no delivery charge for using the NHS repeat prescription services within Now GP.
Not all my items have been delivered. What should I do?
If not all your items have been delivered, it is likely that your NHS GP has not signed certain items off. This may be for a number of reasons, usually that it is too soon since your last instalment of medicines, they would like to review the prescription with you directly or the prescribed course has expired. If this happens, we will continue to chase outstanding items on your behalf, but we may be in touch to direct you on any actions that you need to take.
How do I nominate Now Pharmacy as my pharmacy of choice?
When registering with the NHS repeat prescription services within Now GP App you are asked to agree to the terms and conditions and also to nominate Now Pharmacy. By checking these boxes and completing your registration you are automatically nominating Now Pharmacy as your pharmacy of choice to dispense any EPS prescriptions.
What if I change my mind and want another pharmacy to dispense my medications?
Now Pharmacy are not able to change your nominated pharmacy. If you would like another pharmacy to dispense your prescriptions you will need to get them, or your NHS GP, to change your nomination. Until this change has taken place, Now Pharmacy will continue to dispense and deliver any EPS prescriptions that are sent to us on your behalf.
Can my GP or previous pharmacist tell me which pharmacy to use?
No. Under NHS England rules, every patient has the right to choose which pharmacy will dispense their medication without direction from GPs or pharmacists. If your NHS GP or pharmacist attempts to influence you, they may be guilty of breaching the NHSE Pharmacy Direction rules. You should re-state that your preference as a patient is to use Now GP and Now Pharmacy to dispense your medication and contact us at support@nowhealthcaregroup.com so we can support you in this matter.
For how long will you remain my nominated pharmacy?
Now Pharmacy will remain your nominated pharmacy until you actively transfer your nomination to another NHS Pharmacy.
What happens if my NHS GP gives me a paper prescription?
If you have a paper prescription you should ask your surgery to recreate it as an EPS one and send it to us. Alternatively, the surgery can fax a copy of it to us and also place it in the post to Now Pharmacy, Unit 15 & 16, Mill Lane Trade Park, Liverpool, L13 4BF.
One-off NHS Prescriptions
Can I get a one-off NHS prescription through Now GP?
No, all GPs available within Now GP are working privately and can only provide a private prescription. If you require an NHS prescription you will need to visit your NHS GP.
If my NHS GP issues a one-off prescription and I have nominated Now Pharmacy what happens?
If you wish to collect your medication locally you can ask your NHS GP to print a prescription for you and then take this to a local pharmacy. Alternatively, if your NHS GP has sent your prescription to your nominated pharmacy via EPS (to Now Pharmacy) you can contact Now Pharmacy on 0808 301 3552 and ask them to release the prescription so you can visit a local pharmacy for this to be dispensed.
If you would like your medication delivered by Now Pharmacy you do not need to do anything, if you are exempt from paying for NHS prescriptions the medication will be dispensed and delivered to you free of charge, if you are not exempt you will be sent a payment link and once purchased Now Pharmacy will dispense your medication and deliver for free.
Can Now Pharmacy deliver a prescription from my NHS GP?
Yes, if you have nominated Now Pharmacy and your NHS GP issues a prescription via EPS, we can deliver this. If you are exempt from paying for NHS prescriptions the medication will be dispensed and delivered to you free of charge, if you are not exempt you will be sent a payment link and once purchased Now Pharmacy will dispense your medication and deliver for free.
Now Pharmacy
Who are Now Pharmacy?
Now Pharmacy is an internet pharmacy registered with the General Pharmaceutical Council (reference: 9010892) and is compliant with NHS, UK and EU regulations for the dispensing of medicines. Now Pharmacy is fully owned and operated by Now Healthcare Group. Now Pharmacy deliver the NHS repeat prescription, private prescription medication delivery services and Pharmacy Ask a Question within the Now GP App.
What is an internet pharmacy?
An internet pharmacy, such as Now Pharmacy, is one that allows you to order your medications online and will deliver them to your door, saving you the time and trouble of going to your NHS GP or local pharmacy to pick them up.
Is the service really free?
There is no charge for using the NHS repeat prescription ordering and delivery service within Now GP. It is completely free. The only cost that you might incur is if you have to pay for your NHS prescriptions. In this case we are required by law to pass on the standard NHS prescription fee.
Where do you cover?
At present Now Pharmacy are only able to dispense NHS prescriptions to patients in England. We do not currently deliver NHS prescriptions to Wales, Scotland or Northern Ireland.
Now Pharmacy are able to dispense and deliver private prescriptions, such as those generated through Now GP consultations, throughout the UK.
Confidentiality and Personal Data
How can I keep my account secure?
As well as our in-built security, we advise that you take a few simple steps to help keep your account secure:
  1. Use a unique, strong password. It’s risky to use the same password for multiple apps. If you lose the password for one app, it could be used to get into your accounts for others. Avoid using your name or other common words.
  2. Never share your password. You should be the only one who knows it.
  3. Update your software. If your operating system or apps are out-of-date, the software might not be safe from hackers. Keep your software updated to help protect your account.
  4. Always log out of your account after you have finished using the app. This ensures that no-one can pick up your phone and access your account.
Do I have to enter all of my personal details on the app?
Yes, a prescription, referral or fit note cannot be issued legally without your name, home address, date of birth, accessible email address and contact phone number. We request that you also provide your NHS GP details so your medical notes can be forwarded to them to ensure continuity of care, but this isn’t mandatory – we only send details to your NHS GP with your expressed consent.
Are my personal details secure?
Yes, all details are fully encrypted and stored electronically. Details are held in line with the Information Governance Alliance recommendations after an account has closed, in line with requirements for medical data protection. The personal data that you provide and that is stored from previous appointments can only be accessed by authorised Now Healthcare Group staff. NHG won’t share any of your personally identifiable data to your employer, insurance provider or any other third party. Our GP will only share your medical notes with your NHS GP for the purpose of continuity of care, if you give express permission for them to do so.
Can my NHS GP see notes of consultations I have through the service?
Continuity of care is extremely important and sharing your medical information with your NHS GP constitutes good medical practice and enables your NHS GP to have a full medical history. After each consultation you will see a consent box asking if you consent to your notes to be shared. Please complete your NHS GP details in your account to ensure this is possible.
What happens if I don’t consent for my appointment notes to be shared with my NHS GP?
Your notes will not be shared unless you consent. Patient confidentiality laws apply as standard for all clinical practitioners. The clinician only has the legal right to breach confidentiality in cases where the individual is deemed to be at imminent risk of harming themselves or others.
Where is my data being held and who has access to it?
All data is held securely on Now Healthcare Group’s system within the EEA. To read more information about how they use your data, please read the Privacy Policy
How can I verify my data is securely held?
All consultations are recorded and fully encrypted. All confidential information is stored and communicated securely using end to end encryption. Industry leading AES-256 encryption. All access is controlled and audited via our internal systems.
How is my Financial Data stored?
Now Healthcare Group do not store any Patients financial information. All payments in App are made securely through a tertiary payment provider.
Where is my health data stored?
Health data is stored by Now Healthcare Group securely within the EEA. A world class leading platform that meets a broad set of international and industry-specific compliance standards, such as ISO 27001, HIPAA, FedRAMP, SOC 1 and SOC 2
Is my health data shared with the NHS?
After each Now GP consultation, if you give explicit consent by ticking the in-app consent box, your medical notes are securely sent to your NHS GP.
Who has access to my medical data?
Only authorised individuals have access, and this is determined by role and necessity. The Now Healthcare Group GP can access your medical data which has been input in the App during a consultation. You can access your own medical information which you have entered in-app.
Authorised Now Healthcare Group employees can access data in line with audit and safeguarding requirements. This is a controlled process and systems are password protected with limited employees having access.
I want you to send me the data you hold on me. How do I do this and what is the format?
To request the data that Now Healthcare Group hold on you, please email dpo@nowhealthcaregroup.com. You will then be sent an online request form to complete. Your request will be processed within 7 days. Data is supplied in PDF format.
Other useful information
My App isn’t working, how do I get help and support with this?
You can call the Support Team on 0808 301 8067 between 8am-8pm, 7 days a week. Calls may be monitored and/or recorded. Alternatively, you can contact them by email on support@nowhealthcaregroup.com or by using the in App support ’Ask a Question’ functionality, when available.
How do I make an official complaint?
You can make a complaint by emailing the details to support@nowhealthcaregroup.com or by calling 0808 301 8067
What healthcare services can I get through Now GP?
  • Video consultation with a UK based NHS-registered GP, providing you with a professional medical diagnosis or advice for peace of mind – including advice on pre-existing conditions
  • Private prescriptions
  • A referral letter for further private UK based specialist care, if further assessment or treatment is recommended
  • Fit notes – If you’re off work sick for more than seven days your employer will normally ask for a fit note (or Statement of Fitness for Work) from your GP or hospital doctor. Fit notes are sometimes referred to as medical statements or a doctor’s note
  • At home self-test kits – Your results will be reviewed by one of our GPs and sent on to you with any recommendations that the GP feels you should make.
  • NHS repeat prescription ordering
Now GP appointments aren’t suitable when the following is required:
  • Emergency treatment
  • Physical examination
  • Oral surgery
  • Referrals for cosmetic treatment
  • Ongoing care or treatment for chronic illnesses
  • Vaccinations
  • Please refer to the Now GP Terms & Conditions for further information.
How do I contact Now GP?
The support team are contactable between 8am and 8pm 7 days per week. They can be reached on 08083018067 or by email: support@nowhealthcaregroup.com. Now Pharmacy are contactable between 9am and 5pm Monday – Friday. They can be reached on 08083013552 or by email: pharmacy@nowhealthcaregroup.com. You can also write to us: Now Healthcare Group Ltd, 1 Lowry Plaza, Salford Quays, Manchester, M50 3UB