TripDoctor FAQs

Last revision: December 17, 2018

About TripDoctor

What is TripDoctor?

TripDoctor is an online platform that connects sick and injured international travelers with local physicians and healthcare organizations that provide non-emergency healthcare services through video consults, house calls, and priority clinic visits. TripDoctor helps travelers find a doctor, overcome language barriers, avoid long wait times, and assure safety, quality and price transparency.

Where is TripDoctor available?

A list of available cities can be found on TripDoctor’s homepage. When you click on a city or search by a specific location, you are able to see what services are being offered in that location.

What days of the week and times of day are TripDoctor available?

TripDoctor’s website is available 24/7. Local physicians typically have availability between 8AM – 8PM local time, with some physicians also having early morning and late-night appointments available. Our customer concierge support is available from 8AM – 8PM EST.

Who are the doctors available through TripDoctor?

Local physicians who have signed up with the TripDoctor platform are licensed and in good standing with the applicable local licensing agencies. TripDoctor performs thorough background checks and interviews with all physicians signing up for our platform. In addition, we provide all physicians additional training and resources to best serve our users. Many of the physicians are currently working for large local healthcare organizations and have a great deal of experience working with foreign patients.

What are the options for types of care available?

TripDoctor’s platform enables you to see a doctor via a video consult, an in-person house call to your room, or a priority visit to a local clinic or hospital

What happens during a video consult?

During a video consult, you will connect your mobile device or computer to a doctor using TripDoctor’s video chat platform.

Doctors are able to diagnose and provide treatment plans for many of the most common travel related illnesses. Doctors can also provide prescriptions when necessary and if legally permitted. Doctors can also make recommendations to follow-up if needed. Many of the doctors that provide video consults can also follow-up with a house call or priority clinic visit. Video consults can be scheduled in advance or via on-demand request to queue up with the next available doctor.

What happens during a house call?

During a house call, the selected doctor will come visit your hotel room or residence at the designated appointment time window. Please ensure that they have access to your residence (e.g., front desk, door man, security gate). Doctors are able to diagnose and provide treatment plans for many of the most common travel related illnesses. Doctors are able to treat many additional conditions that video consults may not cover such as minor cuts and wounds, sprains and strains, dehydration. Doctors can also provide prescriptions when necessary and if legally permitted. Some doctors may also come with additional medications, treatments, and resources for additional laboratory testing. Read the profile of each doctor to see what their house call service fully includes.

What happens during a priority clinic visit?

A priority clinic visit is an appointment at a participating clinic or hospital where the facility provides a prioritized visit with a premium package of services for a fixed price. Patients should expect that they will be prioritized over standard patients, that they should be escorted to the next available exam room on arrival and that the doctor should see them within 15 minutes. Each clinic may offer different services that are clearly outlined as “included services” with the pricing. These services may include transportation to and from your hotel, a translator to guide you through the process, basic laboratory work, among other services.

How do I contact TripDoctor?

Our customer concierge support is available from 8AM – 8PM EST in most areas. You can reach them via the chat button on the bottom right of our website or by calling 1 800 284 9678

Is TripDoctor safe and private?

We protect your personal health information. Confidentiality is a core part of TripDoctor’s mission. We take your privacy very seriously. We strive to meet and exceed the standards outlined in privacy and medical record laws and regulations wherever we operate. You can view our privacy policy and terms of service here.

Technology

What type of equipment do I need to schedule a visit?

Any web enabled device can be used to access our website and schedule an appointment. However, in order to carry out a video consult you will have to meet minimum equipment requirements.

What type of equipment do I need for a video visit?

Video visits can be carried out on mobile devices or a computer. Minimum requirements for video conferencing are:

  1. Windows®7, Vista, or XP

  2. A Mac running OSX 10.6 (Snow Leopard) or superior.

  3. Highspeed internet connection

  4. A webcam with at least 1.3 megapixels

  5. Microphone (most webcams already have microphone built in)

  6. After you set up an account, you will be able to use a simple online simulation to test your configuration and check if you are ready for a virtual consultation.

Do I need WIFI to use your video consult service?

Although we recommend the use of WIFI for the best possible experience, it is not required. Our web-based video consult interface is designed with the limited connectivity of international cellular service in mind and can work on LTE, 4G or 3G, provided you have a stable connection. If you experience connection issues during your appointment, you can simply switch to audio-only which should improve your audio connection.

Can TripDoctor be accessed on mobile devices?

Yes, TripDoctor can be accessed on most mobile devices with an Internet connection using the web browser on your device. TripDoctor is compatible with Chrome, Firefox, Safari and Microsoft Edge.

Video Consults

What is the difference between an on-demand video call and a scheduled video consult?

TripDoctor offers two ways to make a video consult. Select an on-demand video consult to speak to the next available doctor. Choose a scheduled video consult to choose your doctor and pick a future appointment time from their available schedule.

Do I get to choose my doctor?

With scheduled video consults you can choose your doctor based on their availability, customer rating, institutional affiliation, specialties, or gender. With on-demand video consults you do not get to choose your doctor, but you are seen sooner by the next available doctor.

What should I do to prepare before a video consult?

Just like a normal doctor visit, most patients do not need to do much to prepare for a video consult. All patients should be on time, be able to state their symptoms and when they started. In addition, you should be sure that your profile lists all your medical conditions and any medications you are taking. If you have a symptom that can be photographed, such as a rash, wound or sunburn, you should take pictures of it before your appointment so that you can upload them for the doctor to see.

What if the patient is under the age of 18?

For patients under 18, only the patient’s parent or legal guardian may make an appointment for them.

What forms do I have to sign to receive treatment?

Before starting a video consult, TripDoctor has a simple consent for that must be electronically approved. This is to ensure that you and the doctor are both clear on your willingness to receive treatment. For house calls and priority clinic visits, the physician and/or healthcare organization may have additional consent formed to be signed.

What happens if I require additional medical services or treatment?

TripDoctor’s platform does not cover all types of medical care. As a part of your appointment, it may become necessary to incur additional diagnostic work (e.g., laboratory testing, radiology), other medical services, or additional treatment/procedures. All billing for other services rendered outside of initial appointment is exclusively to be arranged between the user and Participating Providers. TripDoctor takes additional steps to ensure that the physicians on our platform adhere to fair and transparent pricing procedures for all future services.

What if my condition cannot be treated by video consult?

If your doctor finds that your condition requires an in-person appointment to diagnose or treat, you can request an in-person house call or priority clinic visit with the same provider or another available provider. If you require a house call or priority clinic visit after a video consult, TripDoctor will apply the cost of your video consult toward the cost of your in-person visit, effectively refunding you for your initial video consult.

How do I schedule a follow-up call?

You can request a follow-up appointment with your previous doctor in your My Consults tab or by contacting our customer concierge. Your doctor also has the ability to send you a request for a follow-up appointment via video consult, house call, or priority clinic visit, if he or she thinks it is a necessary part of treatment. You may schedule at new appointment with any doctor at any time.

Will I be able to schedule recurring appointments?

Because TripDoctor serves travers away from home, we do not offer recurring appointment scheduling, only follow-up visits as indicated.

Is there a time limit on how long I can speak with a doctor?

The majority of video consults are finished in under 15 minutes. If your appointment is close to 15 minutes, you will see a countdown clock appear. If your doctor needs more time to diagnose and treat you, they may choose to extend the visit.

Does TripDoctor follow-up after each visit?

i. If needed, TripDoctor customer concierge team may reach out to you for follow-up via email. However, given privacy concerns, any medically sensitive information must be communicated over our websites secure messaging center or by phone call.

House Calls

Do I get to choose my doctor?

Yes, you can choose from the list of doctors available in your area and the available appointment times for a given doctor.

What should I do to prepare before a house call?

If you are staying in a hotel or a building with security at the entrance, please let them know the doctor is coming to see you. In addition, you will need to be able to let the doctor into your room. All patients should be available on time, be able to state their symptoms and when they started. In addition, you should be sure that your profile lists all your medical conditions and any medications you are taking.

What if the patient is under the age of 18?

For patients under 18, only the patient’s parent or legal guardian may make an appointment for them.

What forms do I have to sign to receive treatment?

For house calls and priority clinic visits, the physician and/or healthcare organization will have additional consent formed to be signed.

What happens if I require additional medical services or treatment?

TripDoctor’s platform does not cover all types of medical care. As a part of your appointment, it may become necessary to incur additional diagnostic work (e.g., laboratory testing, radiology), other medical services, or additional treatment/procedures. All billing for other services rendered outside of initial appointment is exclusively to be arranged between the user and Participating Providers. TripDoctor takes additional steps to ensure that the physicians on our platform adhere to fair and transparent pricing procedures for all future services.

How do I schedule a follow-up call?

You may schedule at any time a follow-up appointment via video consult, house call or priority clinic visit. Your doctor may also request that you schedule a follow-up appointment when medically necessary.

Will I be able to schedule recurring appointments?

Because TripDoctor serves travers away from home, we do not offer recurring appointment scheduling, only follow-up visits as indicated.

Is there a time limit on how long I can speak with a doctor?

The majority of house calls are finished in under 30 minutes. If your doctor needs more time to diagnose and treat you, they may choose to extend the visit.

Priority Clinic Visits

What is a priority clinic visit?

A priority clinic visit is an appointment at a participating clinic or hospital where the facility provides a prioritized visit with a premium package of services for a fixed price. Patients should expect that they will be prioritized over standard patients, that they should be escorted to the next available exam room on arrival and that the doctor should see them within 15 minutes. Each clinic may offer different services that are clearly outlined as “included services” with the pricing. These services may include transportation to and from your hotel, a translator to guide you through the process, basic laboratory work, among other services.

What should I do to prepare before a priority clinic visit?

You should prepare just as if you were to visit the doctor at home. You will need to be dressed appropriately to go outside, to bring a list of all your medications and to be able to describe your symptoms and when they began.

What if the patient is under the age of 18?

For patients under 18, only the patient’s parent or legal guardian may make an appointment for them.

What forms do I have to sign to receive treatment?

For house calls and priority clinic visits, the physician and/or healthcare organization will have additional consent formed to be signed.

What happens if I require additional medical services or treatment?

TripDoctor’s platform does not cover all types of medical care. As a part of your appointment, it may become necessary to incur additional diagnostic work (e.g., laboratory testing, radiology), other medical services, or additional treatment/procedures. All billing for other services rendered outside of initial appointment is exclusively to be arranged between the user and Participating Providers. TripDoctor takes additional steps to ensure that the physicians on our platform adhere to fair and transparent pricing procedures for all future services.

Will there be someone at the clinic waiting to receive me?

Each clinic varies, depending on the specific clinic, there may be someone waiting to meet with you or you may need to check in at the front desk.

Will I have to wait to be seen by a doctor?

You should not have to wait more than about 15 minutes to see the doctor. While TripDoctor registered clinics agree to prioritize TripDoctor patients over other patients waiting in line to be seen, there may still be a wait time if, for example, the doctor is attending to a medical emergency when you arrive.

What transportation options are available to visit clinic?

Each clinic offers different features to your visit, if transportation is available and included in the price, it will be clearly indicated on the pricing page under “included services”

What happens if I require additional medical services or treatment?

Based on your situation, your doctor may require additional tests, medical services or treatments for your diagnosis and treatment. While the cost of these are not included in the price, participating clinics are required to provide fair pricing and present all additional prices to you up-front prior to ordering additional services.

How do I schedule a follow-up appointment?

You can request a follow-up appointment with your previous doctor in your My Consults tab or by contacting our customer concierge. Your doctor also has the ability to send you a request for a follow-up appointment via video consult, house call, or priority clinic visit, if he or she thinks it is a necessary part of treatment. You may schedule at new appointment with any doctor at any time.

Payments & Billing

How much does it cost to use TripDoctor?

Registering, using our site and search services, and accessing our customer concierge team is totally free! In order to connect with a doctor, you will need to pay that doctor’s posted consult fee, which may differ depending on the type of appointment (video, house call or concierge clinic) and location. TripDoctor charges doctors a fee to connect to patients through our service. TripDoctor accepts most major credit and debit cards, and PayPal. The price you pay is for your individual visit and is used to cover the cost of the doctor’s time and the TripDoctor platform. The price for your appointment does not include medications, additional testing, or additional treatments if medically necessary. All physicians will clearly communicate the cost of additional services or medications. Keep in mind that our prices are often less than what you would pay at an urgent care or ER and come with TripDoctor’s services and features.

Does TripDoctor take my insurance?

At this time, we do not take insurance. Typical health insurance does not cover services out of the members home country or area. However, certain emergency conditions may be reimbursed later under U.S. law, contact your insurer for more information. If you have travel insurance or your health insurer will reimburse your care, TripDoctor will provide you with a visit note and receipt upon request.

Do you offer a subscription program?

At this time, we do not offer a subscription-based service. We want to offer a service that everyone can use and that they only have to pay for when they use it. If you think you’d like to see a subscription service in the future, contact us and let us know.

Why doesn’t my promotion code work?

Please check the terms and conditions associated with your promotion code for any relevant restrictions. For example, some codes can only be used for a first visit. If you have additional questions, feel free to reach out via email at support@tripdoctor.com or call us directly at 1 800 284 9678

What payment methods do you accept?

We accept all major credit cards, such as: VISA, MasterCard, American Express, and Discover – as well as PayPal.

Is my credit card information secure?

TripDoctor does not store your card information after completing a transaction. We use one of the world’s largest 3rd party payment processors that also process transactions for many of the websites and applications you use now.

Why do prices differ between different cities and different doctors?

TripDoctor does not set pricing. In order to deliver the most value to customers, we allow our providers to set their own prices. Everyone registered on TripDoctor can see all the services and prices in a given region. We believe this market transparency helps keep prices fair and competitive.

What is included in the cost of video consults?

Doctors are able to diagnose and provide treatment plans for many of the most common travel related illnesses. Doctors can also provide prescriptions when necessary and if legally permitted. Doctors can also make recommendations to follow-up if needed. Many of the doctors that provide video consults can also follow-up with a house call or priority clinic visit.

What is included in the cost of house calls?

Doctors are able to diagnose and provide treatment plans for many of the most common travel related illnesses. Doctors are able to treat many additional conditions that video consults may not cover such as minor cuts and wounds, sprains and strains, dehydration. Doctors can also provide prescriptions when necessary and if legally permitted. Some doctors may also come with additional medications, treatments, and resources for additional laboratory testing. Read the profile of each doctor to see what their house call service fully includes.

What is included in the cost of Priority Clinic Visits?

A priority clinic visit is an appointment at a participating clinic or hospital where the facility provides a prioritized visit with a premium package of services for a fixed price. Patients should expect that they will be prioritized over standard patients, that they should be escorted to the next available exam room on arrival and that the doctor should see them within 15 minutes. Each clinic may offer different services that are clearly outlined as “included services” with the pricing. These services may include transportation to and from your hotel, a translator to guide you through the process, basic laboratory work, among other services. Read the profile of each doctor to see what their clinic visits include.

What if I need to pay for additional services or treatments?

TripDoctor’s platform does not cover all types of medical care. As a part of your appointment, it may become necessary to incur additional diagnostic work (e.g., laboratory testing, radiology), other medical services, or additional treatment/procedures. All billing for other services rendered outside of initial appointment is exclusively to be arranged between the user and doctors. TripDoctor takes additional steps to ensure that the physicians on our platform adhere to fair and transparent pricing procedures for all future services.

Participating Doctors

Do I talk to “real doctors”?

Yes. All participating doctors are locally licensed to practice medicine and provide prescriptions in their respective country or state. In contrast, many other telemedicine operators claim worldwide coverage but use doctors in other countries who cannot prescribe and who may be practicing medicine illegally.

How do you screen doctors?

Because we operate across multiple countries, screening is conducted relevant to local norms. Items may include:

  1. Medical licensure

  2. Board certification (in good standing)

  3. Legally required level of malpractice insurance

  4. Advanced training (residency or fellowships)

  5. No criminal convictions or ongoing charges

Can I request a particular doctor or clinic?

Yes, you can request a particular doctor or all services except on-demand video consult. For scheduled video consult, house call and priority clinic visit you can choose among available doctors and times. For priority clinic visits, you can choose a particular clinic and may be able to request a specific doctor at that clinic. When you choose on-demand video consult you will see next available local doctor.

Can I select my doctor based on preferences such as specialty, gender, language and clinic or hospital association?

Yes, these characteristics are provided for all doctors, allowing you to select the doctor based on the criteria that matter to you.

What types of specialists can prescribe medications?

In all countries in which TripDoctor operates, any registered physician must be able to prescribe medications.

Medical Questions

Is TripDoctor appropriate for every medical condition?

No. TripDoctor is designed to handle non-emergency medical issues. You should not use TripDoctor if you are experiencing a medical emergency. In case of a medical life threatening emergency, you should contact emergency services or an ambulance service immediately.

What are some of the common conditions TripDoctor participating doctors treat?

Our doctors are trained to treat a wide range of conditions, example medical conditions include:

  1. Acid reflux

  2. Allergies

  3. Altitude illness

  4. Asthma

  5. Constipation

  6. Cough / cold

  7. Dehydration / hangover

  8. Diarrhea

  9. Ear problems

  10. Erectile disfunction

  11. Fever

  12. Flu

  13. Headache

  14. Heartburn

  15. Insect bites

  16. Lost or forgotten prescriptions

  17. Minor cuts and injures

  18. Motion sickness

  19. Nausea / vomiting

  20. Pink eye

  21. Rash

  22. Respiratory illness

  23. Skin infections

  24. Sore throat

  25. Sunburn

  26. UTI

  27. Vaginitis

  28. And many more

What if I need emergency care? / Can TripDoctor handle my emergency situations?

At this time TripDoctor cannot handle emergency situations. In case of a medical life threatening emergency, you should contact emergency services or go to the nearest emergency room (ER) immediately.

How do I fulfill my prescriptions? / Can I get a prescription?

TripDoctor does not guarantee prescriptions. It is up to the doctor to recommend the best treatment. TripDoctor participating physicians do not issue prescriptions for locally controlled substances (e.g., narcotics), non-therapeutic, and/or certain other drugs which may be harmful because of their potential for abuse.

How are prescriptions sent to the pharmacy?

Because the law governing prescriptions varies across countries and states, how prescriptions are administered will depend on your location and the type of medicine prescribed. Your doctor may provide you with an electronic list of recommended medications to bring to the pharmacy, submit a prescription electronically or by phone call to the pharmacy of your choice or provide a paper prescription to you. Prior to the end of your appointment, your doctor will tell you how this will happen.

Can TripDoctor provide my prescription

TripDoctor is not a pharmacy and does not dispense prescription drugs

What if I require follow-up appointments?

You can request a follow-up appointment with your previous doctor in your My Consults tab or by contacting our customer concierge. Your doctor also has the ability to send you a request for a follow-up appointment via video consult, house call, or priority clinic visit, if he or she thinks it is a necessary part of treatment. You may schedule at new appointment with any doctor at any time.

Why do I need to provide my medical history and medical conditions?

When making a diagnosis and developing a treatment plan it is important for a doctor to know your past medical history and current medications. This information is critical to avoid misdiagnosis, drug interactions and potential harm to a patient.

Can I be turned down for a pre-existing condition?

We do not turn patients away because of pre-existing conditions.

Can I use TripDoctor outside of its stated service area?

TripDoctor cannot provide help outside of its stated service areas

Can I talk to the same doctor each time I request a consult?

Yes. You can choose to see the same doctor or a different one. It’s completely up to you.

If I am given a prescription as a result of my visit, how will I be notified?

All diagnosis and prescription information will be communicated during your visit and will be managed through your Message Center for future access.

If the provider prescribes medications for my issue, can I pick it up the same day?

Yes. Prescriptions are typically sent electronically or delivered in-person and can be picked up immediately. Discuss with your doctor or our concierge support team what pharmacy options are best for you.

Medical Records

Can I access my medical records from my appointments?

Yes, just contact TripDoctor concierge support to get access your medical records

Does TripDoctor keep medical records confidential?

All medical records are kept completely private. TripDoctor employs robust encryption methods to protect your medical records and personal information. Only you determine who can see the information in your record.

What can be shared with PCPs?

We do not share a member’s medical record with anyone without a specific request by you. If you wish to share your medical record with your PCP, contact TripDoctor concierge support to get access your medical records

Can I share my visit notes with my PCP?

Yes, if you need a copy of your visit notes to share with your primary care physician, follow these steps:

  1. Go to www.tripdoctor.com

  2. Login to your account and go to the "My Health" drop-down menu

  3. Select “Visits” from the drop-down. You can now view the notes from any of your visits with TripDoctor, and also have the option to print

Will my lab test be reflected in my medical record with TripDoctor?

No, contact the laboratory to obtain lab results records. TripDoctor only maintains records on visits that occur on the TripDoctor platform.

Can doctors provide travel/ work /school excuses?

Yes, if you require an excuse, ask your doctor to provide this during your visit with the doctor. If warranted, the doctor can provide this. TripDoctor does not provide medical excuses, these can only come from the doctor.

My Account & Registering with TripDoctor

How do I get started?

It’s our pleasure to help you get started. Simply follow these steps, and you will be ready to see a doctor:

  1. Visit www.tripdoctor.com and click the link for “Join” on the top right part of the page

  2. Complete the registration steps to successfully register your free account

  3. Once you've registered, search for available doctors by appointment type and language in your area from either the homepage, or your dashboard when logged into your account

  4. Select the available doctor that you would like to schedule with

  5. Confirm all details and choose payment option

  6. Confirm appointment details

  7. See doctor by video, by house call, or at the clinic

  8. For video consults, log back onto www.tripdoctor.com at the time of your appointment to initiate video call

  9. If you have any additional questions, feel free to initiate a chat with our concierge support team or give us a call directly at 1 800 284 9678.

How do I register an account with TripDoctor?

  1. Visit www.tripdoctor.com and click the link for “Join” on the top right part of the page

  2. Complete Step 1: Enter your name, email, choose a password, and click to accept terms of service agreement

  3. Complete Step 2: Tell us about yourself including date of birth, location, nationality, and phone number

  4. Complete your medical profile letting us know about previous conditions, medications, allergies, and procedures

  5. You are now ready to book an appointment with providers

How much does it cost to register an account with TripDoctor?

i. It is always free to register. In addition, its free to speak with our concierge support team who can help explain all the options TripDoctor provides as well as technical assistance or help in booking an appointment.

What information do I need to provide before booking a doctor appointment?

TripDoctor requires that you provide:

  1. Your email address (you must enter your real email address to receive important correspondence during your care, we never send spam or provide your address to anyone else)

  2. Basic information about yourself (Name, age, gender)

  3. Your past medical history and a list of any current medical conditions

  4. A picture of your passport

  5. A payment source to pay for your visit (although you will not be charged until the end of the visit)

Why do I have to fill out questions?

In order to make sure that participating providers have the best information possible to assist you, we do require a short intake with specific questions.

Why do I need to upload an image of my passport?

Just as you need to provide your passport when checking into a hotel, many countries require verification of identity for medical care and receiving prescription medicines. As such, TripDoctor needs to verify this information.

Why would I need to upload an image of myself?

This photo goes in your profile and ensures that the person receiving care is the same as the person on your passport photo.

What types of images are allowed?

Acceptable image file types: JPEG, GIF, PNG, XXXMB max per image

How do I update/edit my personal information?

You can access and make updates to your personal information in the Medical profile section of your account.

Can I use it for my family? / How do I set up an account for my child?

Yes. Only the child’s legal parent or guardian may book services for any minor under 18 years of age for TripDoctor.

When can I start using TripDoctor’s services?

You can start using TripDoctor immediately after you sign up and activate your account. Sign up and activation are totally free. In order to schedule a doctor appointment or use on-demand doctor services, you are required to pay. Prices are set by the providers. Your credit card will not be processed until you complete your visit.

Booking Appointments

Do I need an appointment?

TripDoctor offers both appointments and on-demand doctor video consults. If you choose on-demand, you will be put in line to see the next available provider. If you choose to make an appointment you can choose between future appointments for video consult, house call or priority clinic visit. Additionally, you can choose from among the list of providers for each type of service.

How do I book an appointment with TripDoctor?

Booking an appointment is easy. Simply select the type of appointment you want from among video consult, house call or priority clinic visit. Next select a provider and your desired time for the appointment. The provider will then need to confirm their availability. You can also contact our customer concierges via web chat or at 1 800 284 9678 to help you book an appointment.

What happens if I need to change or cancel my appointment?

If you need to cancel your appointment you may do so for free within 6 hours before the appointment time. Because our doctors are blocking out time for your appointment during which they could be seeing other patients, late cancelations and no-shows are not fully refundable.

ii. For appointments that are scheduled to be less than 6 hours but no more than 2 hours in the future, you can get a 50% refund. If less than 2 hours and for no-shows there is no refund. If you feel that special circumstances apply to your situation, contact our customer concierge via web chat or at 1 800 284 9678 to explain your situation. Exceptions may be made to the policy on a case by case basis.

What happens if the doctor cancels the appointment?

i. Rarely, the doctor must cancel an appointment due to professional or personal reasons. If this happens our customer concierge will notify you as soon as possible and there ill be no charge to you. We will then do everything possible to assist you in getting another appointment.

Can I schedule an appointment for someone else?

Only in the case of a legal parent or guardian scheduling for their child under 18 years of age may someone schedule an appointment for someone else

How do I choose the doctor I want for my scheduled appointment?

After selecting your preferred appointment type (video consult, house call or priority clinic visit), a list of available providers for your preferred service will be provided. You can select your preferred physician based on criteria such as preferred gender, specialty or hospital / clinic association.

I am having trouble completing the booking process. What should I do?

Contact our concierge support team via chat or at 1 800 284 9678.

Troubleshooting

I don’t have a smartphone or computer, is there another way to talk with a doctor?

Yes, you can contact our customer concierge via 1 800 284 9678. They can help you to set up a house call or priority clinic visit, which do not require a smartphone or computer.

I have computer access but not in a private location, can I still conduct a video consult with a doctor.

i. This depends on your specific circumstance and desire for privacy. While there are not absolute requirements for privacy, a doctor may be limited in what they can do by privacy concerns. As such, it is strongly recommended that you select a house call or priority clinic visit if you do not have access to a computer or smartphone in a private area.

What web browsers do you support?

We currently support Chrome, Firefox, Internet Explorer, and Safari. If you experience any issues with the browsers listed, please contact our tech support team at 1 (800) TRIPDOCTOR

My connection isn't very good. What can I do?

If you have not enabled WIFI, then we strongly recommend you do so. This can greatly improve the speed of your connection and quality of your experience. However, if you do not have access to WIFI, TripDoctor’s application is designed to work on 4G and LTE cellular systems. If your cellular data is too limited, you can simply switch to “audio only” when connected with a Doctor. You can enable WIFI on most phones by going to SETTINGS and then selecting WIFI.

TripDoctor’s website isn't working for me. Please help!

Sorry to hear you're having trouble. Below are some useful procedures that often help:

  1. Check that you are using a supported browser and device.

  2. Restart your computer or smartphone

  3. Check your connection to ensure that you are connected to Wi-Fi for optimal connection. If you only have access to cellular data, it must be at least 4G or LTE

  4. Run a speed-test at: www.speedtest.net to ensure your connection meets our minimum requirements. You need a download speed of 3mbps or better, and an upload speed of 1.5mbps or better, in order to maintain a stable connection with our service.

  5. If your cellular or WIFI speed is too low for a video consult, you can switch to audio only to get a better audio signal.

  6. If after trying the above, please contact our customer concierge team via web chat or at 1 800 284 9678 for assistance

What mobile devices and/or operating systems do you support?

We currently support Android and iOS enabled devices. This includes tablets, as well as smartphones.

For Android, you must have Android 4.4 or newer to install our app

For iOS, you must have iOS 9 or newer installed. Additionally, your iPhone must be a model 4S or newer

How can I check what version of Android or iOS I am running?

Android Instructions:

  1. Go to SETTINGS

  2. Select ABOUT PHONE (typically at the bottom)

  3. The version of Android your device is running will be displayed next to ANDROID VERSION

iOS Instructions:

  1. Go to SETTINGS

  2. Select GENERAL

  3. Select ABOUT

  4. The version of iOS your device is running will be displayed next to VERSION

What web browsers do you support?

We currently support Chrome, Firefox, Internet Explorer, and Safari. If you experience any issues with the browsers listed, please contact our tech support team at 1 (800) TRIPDOCTOR

Other Questions

Language Interpretation

At this time we do not offer language interpretation or Sign Language interpretation. If you wish to see these services in the future, please let us know!

Is your service available in the U.S.?

TripDoctor is available in all the cities and metro areas listed on our homepage. We do not currently operate in the U.S.

Do you offer a subscription program?

TripDoctor does not currently offer a subscription program. If you would like to see such a service in the future, please let us know here

I have a question that isn’t listed here. Can you help me?

Don’t see your question? Don’t worry. Just contact our concierge support team via web chat or at 1 800 284 9678 for assistance.