Doctorsa Help Page

Most frequent questions and answers

Payment

Video visit

Appointments

payment

Each provider sets her own fee. You can see the cost before booking and choose the one you prefer. The average cost of an urgent care appointment with a primary care doctor is €25.

It depends on the medication. Antibiotics and pain killers are usually very cheap (e.g. Z-Pak 7.82 EUR while Advil 30 tablets cost 3.72 EUR). Both medications require a medical prescription to be bought at a pharmacy. If you’re concerned about the cost ask the doctor to prescribe you the cheapest available variant of each drug. 
Yes, it is possible to pay with insurance. During the checkout process, you’ll be prompted to provide your insurance carrier information. Alongside this, you’ll also need to enter your payment details. The consultation cost will be temporarily withheld until our team verifies your coverage with your insurance provider. Once confirmed, the reserved amount will be released. However, if we’re unable to confirm your coverage or if your insurance doesn’t cover the payment, the reserved amount will be charged. In such cases, you’ll promptly receive an invoice, enabling you to claim a refund directly.

No, the European Health Insurance Card (EHIC) is not a valid payment method on Doctorsa. It can only be used with public health services.

Booking through Doctorsa is free! You will only pay the doctor’s fee with no extra charge. 

For in-person appointments you will receive the invoice at the end of the consultation. For online appointments the doctor will send you the invoice via email. In both cases, you will receive it after your appointment has happened by the doctor.

video visit

The doctor will email the e-prescription to you or send it through Whatsapp after the consultation. You can print it or show it to the pharmacist to buy the medication.

Please be aware that doctors have a professional responsibility to make their own assessment and cannot simply prescribe medication based on the patient’s request or a foreign doctor’s recommendation without first confirming that it is appropriate for the patient’s condition. 

The doctor will send it to you after the consultation. It usually takes a few minutes, up to one hour.

If you did not receive your prescription, the first thing to do is to check your spam or junk email folder. Sometimes, emails can be filtered there by mistake. If you still can’t find it, the next step is to contact your doctor through the chat function of your booking confirmation page.  You can contact the doctor through the chat for up to 7 days after your appointment at no cost.  If you do not hear back or have trouble contacting the doctor, you can reach out to our customer care for assistance. One of the easiest ways to contact customer care is through WhatsApp. You can send a message to the customer care number provided and explain the situation. They will be able to check their records and help you get your prescription. Make sure to provide all the necessary details, such as your name, the name of the doctor, and the time of your visit, to help customer care assist you more efficiently.

You don’t need to download any app. The video visit works in your browser. You will receive a message via email or Whatsapp from Doctorsa. Just click on the link inside the email/Whatsapp and you will be redirected to launch the video visit from your browser. 

What you will need for a great video visit: 

  • High-speed wi-fi is recommended (cellular signal may cause choppy video)
  • Remember to charge or plug your device in
  • Find a quiet, comfortable space where you won’t be interrupted
  • Make sure to use a supported browser (Chrome or Safari)
  • Join the video visit a few minutes prior to your appointment time to complete the quick audio/video test to confirm your camera and audio are enabled

 

At the time of the appointment you will be able to join the video visit. If your provider is more than 10 minutes late,  please contact us via email or Whatsapp and we’ll help you connect.

  • Reload your browser. Your browser needs to be refreshed from time to time. Don’t just close it. Quit and open it again. 
  • Turn off ad blockers or try incognito or private mode. Especially if you have browser extensions like ad blockers, they can block your camera and microphone. Incognito and private mode do not load your browser extensions.
  • Check how many open tabs you have in your browser (close all the other tabs except the video visit)
  • Check the speed of your internet connection here. Both you and the provider need an upload and download speed of at least 3 Mbps to have a good call
  • Click this Google browser test: audio/video test and see if it finds issues
  • If audio is the issue try playing a Youtube video to ensure that your sound is working correctly. Use earbuds, it helps with echo. 
  • If you’re using headphones or an external microphone or camera, make sure they are plugged in correctly
  • Check your browser permissions: 
    • Safari: Open preferences, go to the Websites tab, 
      • Click Camera and Allow video.doctorsinitaly.com
      • Click Microphone, allow video.doctorsinitaly.com
    • Chrome: Open settings, go to Privacy and Security, Site Settings
      • Click Camera and allow video.doctorsinitaly to have access to your camera.
      • Click Microphone and allow video.doctorsinitaly.com to have access to your microphone.

A video visit is certainly the fastest way to see a doctor and get treated for a UTI. Most of the times the questions asked by the doctor during the video visit will provide her enough information to decide the right treatment for your case. In a minority of cases the video visit is not sufficient and a in-person appointment has to be scheduled. If a lab test is required the doctor will provide a referral so you can get the test done at a lab near you.

Please be aware that doctors have a professional responsibility to make their own assessment and cannot simply prescribe medication based on the patient’s request or a foreign doctor’s recommendation without first confirming that it is appropriate for the patient’s condition. 

Yes, you can. Although it’s not guaranteed that you will receive an offer, the average wait times during night hours is less than 30 minutes.

Of course. Prescription refills can easily be done through a video consultation. The only exception is for controlled substances that will require an in-person visit. In your request it’s best to specify for what type of condition or medication you need a refill, so that doctors will know whether they can help you before offering assistance.

Please be aware that doctors have a professional responsibility to make their own assessment and cannot simply prescribe medication based on the patient’s request or a foreign doctor’s recommendation without first confirming that it is appropriate for the patient’s condition. 

No, controlled substances cannot be prescribed through online consultations to prevent misuse. If you’re currently being treated with a controlled substance and need a refill while away from your doctor, you’ll need to see a doctor in person.

Of course. Upon request during the consultation (either in-person or video) the doctor will send you a simple certificate for your insurance reporting your data and a provisional diagnosis. If your company requires a detailed medical claim form, make sure to specify this before booking the consultation, otherwise it may be quoted separately. 

APPOINTMENTS

It’s easy! Just visit our homepage and press “See a doctor”. 

Answer a few questions and explain your need. An email or Whatsapp will be sent to you to confirm your request. Once confirmed, your request will reach all available doctors who will offer you an appointment through your preferred contact channel (either email or Whatsapp). 

Each time a doctor offers you an appointment we’ll send you a link. Click on the link and we’ll show you the list of the doctors who have answered to your request. 

You can view their available times, qualifications, verified reviews from other English-speaking patients and the cost of the visit. Just click on the appointment time you’d like and follow the prompts to book and pay for your appointment in minutes. 

If you need to cancel or reschedule an appointment that you have already booked, you can contact us via email at help@doctorsa.com or via whatsapp using this link You can change or cancel any appointment at no charge if it is more than 24 hours before the scheduled time. After this, a cancellation fee will apply and a refund will not be possible. Please note that cancelling or rescheduling should be exceptional. We encourage patients to honor booked appointments.  If your Provider cancels the appointment after you have booked, you will be offered an alternative appointment or a full refund.

All the doctors available on Doctorsa speak English fluently. They are vetted one by one for their cultural competence and medical skills. Many of them have studied or worked abroad.

Single providers and DoctorsinItaly Centres are available throughout Italy. When you submit a request you will be informed promptly if your area is covered by our service. 

Changing your appointment time is possible if you contact us more than 24h before your appointment. For last minute changes, you can contact us anyway and we’ll check with the doctor if a change is still possible.

All doctors who offered you an appointment have read your request and think they can help you based on their qualifications and the description of your needs you provided in the form. You can independently choose the provider who best fits your needs based on their education, verified reviews from other English-speaking patients, and of course the cost and the time of the appointment.

When you book an appointment through DoctorsinItaly you receive confirmation of your payment and the details of the appointment through your preferred contact channel (either email or Whatsapp). You’re appointment is booked! The doctor has also received confirmation and will see you at the scheduled time.

You can send follow-up messages to the doctor at no additional charge for up to 7 days following the consultation. Beyond this timeframe, should you require a new appointment, you can easily access the doctor’s personal page. If you’re unsure about how to access it, our customer care team will promptly provide you with the necessary information.

When you fill in the form you will be required to explain how the doctor can help you. This is the place to describe  your need in plain language.  Provide the doctors with enough information to let them understand if they can help you and give you a precise quotation. If you’re looking for a physician who performs a specific procedure you can type it there. Please don’t enter personal details like names or contact details in this field, just a description of your needs.

It’s not always easy to understand which doctor or medical specialist is the most appropriate for your case. When in doubt it’s reasonable to choose a primary care provider. They have the skills to diagnose and treat most common disorders and, even when they can’t, they will point you in the right direction to solve your issue faster. A video consultation with a primary care doctor can help you get referrals for tests, x-rays, diagnostic imaging, health checks and screenings, or for the right specialist for your condition.

We believe skills, experience and quality of care are more important than the age or sex of the provider. For this reason you will not find this kind of filter. Nonetheless as the comfort and trust of the patient is of utmost importance, you will be able to choose, among those providers who offered you an appointment, the one that best suits your needs, based on all the information that you have about them. 

Ultrasounds are available within the medical area they fall into. For example if you need a pelvic ultrasound you can request a gynecologist, if you need an abdominal ultrasound you can request a gastroenterologist or internist.

At the moment is not possible to schedule x-ray, MRI, CT-scan and other more complex imaging exams through Doctorsa.

Yes, you don’t need a referral to see a medical specialist through DoctorsinItaly. If you are not sure which specialist is appropriate for your case you can choose a primary care physician.

Each doctor has a personal web page where you can easily book a new appointment. After the first consultation you will receive the address of the doctor’s page for future reference.