Online medical consultations
from the comfort of your home

Frequently Asked Questions about teleconsultation

• What is Telehealth?

  When we talk about Telehealth, we refer to the connection between a doctor/healthcare professional and a patient that does not take place face-to-face, but through the use of devices related to new information and communication technologies, such as a computer or a mobile device.

  Telehealth saves a lot of time and travel in most cases and the participant can request a consultation anywhere and anyplace in the world. This simplifies access to medical care better and easier.

  Using the e-care portal as a Foyer Global Health client is free of charge.

• How can I register on the portal?

  You can register by creating your account through the following link: https://ecare.foyerglobalhealth.com/en-UK/request-service?.

  The information you need to provide is the following:

  • Your Foyer Global Health insured number
  • Name (as written on your policy)
  • Date of birth
  • Gender
  • Phone number
  • Email address
  • Country of residence
  • Preferred language

  To accept the Terms and Conditions and the Privacy Policy please scroll down and click on accept. Once you have registered your details you will receive an email to make sure you registered your correct email address. You need to click on the button in the email to confirm your email address, if you do not see the email, please check your spam folder. It normally takes minutes for the email to arrive but depending on the firewall of your email it can take up to half an hour. If within half an hour the email did not arrive, please contact the Teladoc Health team by emailing: ecare-FoyerGlobalHealth@teladochealth.com 

• Which languages are the services and the portal available?

  Services are available in English, French, German and Spanish.

• Do I have to pay for the services on the portal?

  The cost of the service is covered by Foyer Global Health and is free of charge for eligible members. This means you will save yourself the hassle of making a claim when using the services of Teladoc Health.

• How is my privacy maintained?

  Our member’s privacy is our top priority and is ensured every step of the way. We comply with the legislation surrounding EU´s GDPR (General Data Protection Regulation).

• Who is Teladoc Health?

  Teladoc Health is the global leader in virtual healthcare, able to support people worldwide, 365 days a year and 24/7. Teladoc Health is transforming healthcare and empowering people to live healthier lives.

  The knowledge and experience of Teladoc Health goes back more than 20 years. During these 20 years, Teladoc Health has grown with the continuously increasing needs of patients and healthcare professionals.

  Foyer Global Health has a partnership in place with Best Doctors/Teladoc Health since 2016.

• Is Best Doctors the same as Teladoc Health?

  You may have seen both the names of Best Doctors as Teladoc Health. Since 2017 Best Doctors is part of Teladoc Health, one of the world leading companies on virtual care.

• Can I use the online consultation service at any time – Day or night?

  Our service is available in all languages (English, French, German and Spanish) 24/7/365.

• Can I request an appointment for an emergency condition?

  It’s important to note that we do not provide an emergency service. If you’re seriously unwell and experiencing a medical emergency, you should call your local emergency number, or go straight to your nearest Accident and Emergency hospital or urgent care centre.

  Conditions we cannot treat remotely include (but are not limited to):

  • Chest pain
  • Shortness of breath
  • Severe abdominal pain
  • Heavy bleeding
  • Thoughts of suicide or self-harm
  • Seizures
  • Loss of consciousness/blackouts
  • High fever in an infant

  The doctors can help with many medical conditions including cold & flu symptoms, infections, allergies and provide advice on non-urgent medical conditions.

• How can I request an appointment for teleconsultation?

  You can request the service once you are registered on the eCare portal. On the portal you can read more about the service and request it directly. You explain in short, your situation and upload medical information that might be useful for your case. You can book a video call or request a call back and be contacted by our doctor.

• How quickly does a doctor call me back?

  Our doctors will call you back as soon a possible, these are the maximum hours it might take for the team to call you:

  • English: Call back from the doctor within 3 hours
  • Spanish: Call back from the doctor within 3 hours
  • French: Call back from the doctor within 3 hours on Monday to Friday between 8am-6pm CET. Daily between 6pm until 8am CET they call back within 5 hours
  • German: Call back from the doctor within 3 hours on Monday to Friday between 8am-6pm CET. Daily between 6pm until 8am CET they call back within 5 hours.

• How do I prepare for a consultation?

  For the call back service, you do not need to book a scheduled appointment, you just need to ensure you have your phone nearby and are able to take the doctors call in the following hours after your request. You should try to find a quiet space so you can speak privately. Please ensure you have a good phone signal. I

  If you planned a video call, please ensure you are logged into the portal and click on the appointment and select “Start Video”.

• Can Teladoc Health’s doctors prescribe medication?

  Prescriptions can be available based on the doctor’s medical criteria and on the legal situation of telemedicine in the country you are based in. In general, our doctors will be able to issue Over the Counter (OTC) medication when appropriate. Non-OTC prescriptions will depend on the specific regulations of each country. The doctor assisting you will be able to advise you on this. In some cases, in order to obtain a prescription, you may be advised to visit a general practitioner locally.

• Are there any medications which Teladoc Health doctors cannot prescribe?

  Some medications are not suitable for prescription via an online clinical service. These include controlled drugs like diazepam, strong painkillers, sleeping pills and drugs that require close monitoring through a regular General Practitioner.

  As we do not have access to your local health system General Practitioner notes and history and in some circumstances, we may need to ask you for additional information before we can issue a prescription. Our doctors will only prescribe medication, including antibiotics, if they can safely do so.

• Can I get repeat medications via Teladoc Health?

  We are not a replacement for your regular or local health system General Practitioner and do not have access to your complete medical history. For these reasons, we cannot issue repeat prescriptions for long-term conditions. These are much better managed by your regular doctor who can examine you in person.

  We may be able to issue a single prescription for some conditions. If you want to request a short-term course of repeat medication, please upload photographic evidence that you have been prescribed that medication before when you book your appointment.

• Can I get a referral to see a specialist or for therapies e.g., physiotherapy?

  Based on the doctor’s medical criteria might issue open private referral letters.