Frequently Asked Questions
General Questions
DigiDerm is a leading online skin clinic and we provide treatments and advice for a wide range of common skin conditions to people across the UK.
You can use DigiDerm in two main ways:
1) Buy a Medication or Product:
If you know what medication or product you want to buy, find it in our Online Shop and proceed to purchase. For prescription medications, a questionnaire is required during check-out, which will be assessed by a prescriber. If approved, your order is authorised usually within 2 hours and we post the medication to you via next day delivery. All fees are included in the price (except delivery). If you have (or think you may have) a certain skin condition, you can read our handy Condition Guides where we talk you through the most common symptoms and the best treatments available to buy.
2) Have a Consultation:
If you have a new skin problem or need advice on an existing skin condition, use our Express Consultation Form for £35 – this is where you upload some photos of your skin condition, answer a short questionnaire and we will get back to you within 24hours with a diagnosis, some advice and suggestions for treatments. Please note: consultations do not include the cost of medications. If following a consultation your clinician recommends any medications or products, these will be made available for you to purchase via your DigiDerm account. If needed, you can then contact us anytime via WhatsApp or email for free ongoing clinical support. We also have Telephone and Video Consultations for £65 available to book, however currently these are only for the following conditions: Acne, Rosacea and Eczema/Dermatitis.
DigiDerm is a leading online skin clinic and we provide treatments and advice for a wide range of common skin conditions to people across the UK.
You can use DigiDerm in two main ways:
1) Buy a Medication or Product:
If you know what medication or product you want to buy, find it in our Online Shop and proceed to purchase. For prescription medications, a questionnaire is required during check-out, which will be assessed by a prescriber. If approved, your order is authorised usually within 2 hours and we post the medication to you via next day delivery. All fees are included in the price (except delivery). If you have (or think you may have) a certain skin condition, you can read our handy Condition Guides where we talk you through the most common symptoms and the best treatments available to buy.
2) Have a Consultation:
If you have a new skin problem or need advice on an existing skin condition, use our Express Consultation Form for £35 – this is where you upload some photos of your skin condition, answer a short questionnaire and we will get back to you within 24hours with a diagnosis, some advice and suggestions for treatments. Please note: consultations do not include the cost of medications. If following a consultation your clinician recommends any medications or products, these will be made available for you to purchase via your DigiDerm account should you wish to do so (there is no obligation!). If needed, you can then contact us anytime via WhatsApp or email for free ongoing clinical support. We also have Telephone and Video Consultations for £65 available to book, however currently these are only for the following conditions: Acne, Rosacea and Eczema/Dermatitis.
Our experienced dermatology clinicians are skilled in managing many common skin conditions and providing valuable advice and guidance. However, given the vast array of skin conditions that exist in the world (approximately 2000-3000) it would be impossible for us to treat them all, especially using an online (remote) platform like DigiDerm.
What we CAN treat:
- Spots, pimples, sores, boils: Including acne, rosacea, infected hair follicles, impetigo, perioral dermatitis, keratosis pilaris
- Skin rashes: Including eczema, allergic dermatitis, seborrheic dermatitis, psoriasis, allergies, urticaria (hives), impetigo, cellulitis, blisters, fungal infections, athlete’s foot, ringworm, jock itch, intertrigo, shingles, chickenpox, heat rash, drug rashes, scabies, pityriasis rosea, pityriasis versicolor
- Skin appearance changes: Including colour loss, darkening, swelling, and thickening. e.g. melasma/ chloasma, hyperpigmentation (darkening), hypopigmentation (colour loss), post-inflammatory hyperpigmentation, pityriasis versicolour, keloid/ hypertrophic scars (thickening)
- Hair problems: Including hair loss, excessive growth, and changes to your hair. e.g. dry/ irritated/ flakey scalp, folliculitis (inflammation of hair follicles), fungal scalp/hair infections, seborrheic dermatitis (scalp conditions causing dandruff), scalp psoriasis, male and female pattern hair loss (androgenic alopecia), alopecia areata hair loss (including hair loss of scalp, beard, eyebrows and eyelashes), excessive hair growth in women (face, chest, abdomen, thighs- hirsutism)
- Nail problems: Including infections, new colours, unexplained changes, e.g fungal nail infections, paronychia (nail infection), nail psoriasis
- Conditions without a skin rash: Including itching, altered sensations, and excessive sweating.
What we CANNOT treat:
- Moles & growths: We do not provide assessments or advice on suspected skin cancers, moles, growths, lumps, or wounds. We recommend these types of problems are best looked at in person by your GP.
- Feeling unwell: We do not provide assessments or advice if your skin problem is making you feel more generally unwell e.g., you have a temperature, fever, nausea, fatigue, shortness of breath, joint/muscle pains or dizziness.
- Severe conditions: Our platform is not equipped to handle severe diseases or conditions that have been previously assessed as being severe by a consultant dermatologist or GP. Also, if your skin condition is causing severe psychological distress, a face-to-face consultation might be more appropriate.
- Conditions affecting the genitalia: Due to the intimate nature of these conditions our platform is not suitable and we recommend a face-to-face appointment with your GP.
- Medication restrictions: We do not currently prescribe Isotretinoin (Roaccutane) for severe acne however we are working on providing this service in the future. Also, we cannot initiate treatments requiring a physical examination beforehand, such as systemic immunosuppressants or biological immune-mediating medications.
- Cosmetic or aesthetic treatments: Our focus is on medical dermatology, and hence, we do not currently provide cosmetic or aesthetic treatments.
If your skin problem isn’t suitable for our remote service, we’ll provide a full refund and recommend a more appropriate service where you may obtain the help you need.
By using online consultations and the latest digital technology, we are able to offer lower prices than many face-to-face dermatology clinics, whilst maintaining the expert levels of care that you can expect from qualified UK dermatology healthcare professionals.
Keeping it simple:
- Any price you see for a medication or product displayed in our online shop is the exact price you will pay (just add the delivery fee). This includes the cost of the medication, the consultation questionnaire fee and a private prescription fee!
- Our express consultation service costs £35, however this does not include the price of any recommended prescription medications or products. Any products/medications recommended as part of your consultation will be made available for you to purchase via your DigiDerm account should you wish to do so (there is no obligation!).
- We also have a small number of telephone and video consultations which cost £65. However, currently we are only treating the following conditions: Acne, Rosacea and Eczema/Dermatitis. Any products/medications recommended as part of your consultation will be made available for you to purchase via your DigiDerm account.
At DigiDerm, our commitment to providing top-quality care is paramount. You’ll receive expert guidance and treatment exclusively from our UK-based doctors and prescribing pharmacists who are registered with either the General Medical Council (GMC) or the General Pharmaceutical Council (GPhC). Our team brings a wealth of experience from both NHS and private sectors, ensuring you benefit from comprehensive and compassionate care.
Discover more about our skilled professionals by visiting our Meet the Team page.
We are rigorously following the latest dermatology guidelines and are committed to the highest professional and clinical standards. This dedication ensures that you receive the most accurate diagnoses and effective treatment plans.
Delivery/Order Queries:
Our pharmacy ‘Phlo’ is open 9-6pm Monday to Friday to help deal with any delivery or order queries. Bank Holiday hours may vary.
Tel: 02081 919444
Email : pharmacy@wearephlo.com
Live Chat: https://wearephlo.com/contact-phlo
Clinical Queries:
You can message your clinician directly 24/7.
We will aim to get back to you within 24 working hours, but it is often a lot sooner than that.
WhatsApp Message: 07928528269
Email: support@digiderm.co.uk
Urgent Help and Medical Emergencies
DigiDerm does not provide advice for urgent, severe or life-threatening clinical queries or medical emergencies.
If your problem is a medical emergency or you suspect that you require urgent care, then either:
- If you or someone you know is seriously ill or injured and their life is at risk- call 999.
- If a medical emergency is non-life threatening- call 111.
- If you have a non-life-threatening illness or injury then either see your GP or if outside of opening hours, then either call NHS 111 or visit your nearest Minor Injuries Unit or A&E Hospital Department.
See our Urgent Care Services page for more information.
General Enquiries:
You can email, WhatsApp message or contact us on social media 24/7 and we will aim to get back within 48 working hours.
WhatsApp Message: 07928528269
Email: support@digiderm.co.uk
Instagram: @DigiDerm.co.uk
Your privacy and data security are paramount throughout the consultation process at DigiDerm. We adhere to strict data protection regulations to safeguard your personal and medical information. All data is encrypted and stored securely on our servers located in the UK. Access to your medical records is restricted to authorised personnel only, ensuring confidentiality and integrity of your information. Additionally, all communications through our website are secured with SSL encryption to protect your data during transmission.
Please see our Privacy Policy for more information.
At DigiDerm, we value your feedback, whether it’s positive or regarding an area where you think we could improve. Here’s how you can share your thoughts with us:
Complaints: If you have a complaint or concern about the service you received, please contact us directly via email at support@digiderm.co.uk. We’ll thoroughly investigate the matter and strive to resolve it to your satisfaction. We will respond to your complaint no later than 7 working days after we have received it as per our company complaints policy..
Positive Feedback: We love to hear about the positive experiences you’ve had with DigiDerm. You can share your positive feedback by emailing us at support@digiderm.co.uk or leaving a review on our Trustpilot page.
Express Consultation Service
DigiDerm is a leading online skin clinic and we provide treatments and advice for a wide range of common skin conditions to people across the UK.
You can use DigiDerm in two main ways:
1) Buy a Medication or Product:
If you know what medication or product you want to buy, find it in our Online Shop and proceed to purchase. For prescription medications, a questionnaire is required during check-out, which will be assessed by a prescriber. If approved, your order is authorised usually within 2 hours and we post the medication to you via next day delivery. All fees are included in the price (except delivery). If you have (or think you may have) a certain skin condition, you can read our handy Condition Guides where we talk you through the most common symptoms and the best treatments available to buy.
2) Have a Consultation:
If you have a new skin problem or need advice on an existing skin condition, use our Express Consultation Form for £35 – this is where you upload some photos of your skin condition, answer a short questionnaire and we will get back to you within 24hours with a diagnosis, some advice and suggestions for treatments. Please note: consultations do not include the cost of medications. If following a consultation your clinician recommends any medications or products, these will be made available for you to purchase via your DigiDerm account. If needed, you can then contact us anytime via WhatsApp or email for free ongoing clinical support. We also have Telephone and Video Consultations for £65 available to book, however currently these are only for the following conditions: Acne, Rosacea and Eczema/Dermatitis.
The Express Consultation Service is designed to provide quick and easy access to our dermatology clinicians for advice, diagnosis, and treatment recommendations for your skin concerns. Here’s how it works:
- Fill Out a Form: Begin by filling out the Express Consultation Form on our website. The form includes a short questionnaire to provide us with essential information about your skin condition.
- Upload Photos: Upload clear photos of your skin condition. The photos are crucial for our clinicians to make an accurate assessment.
- Consultation Fee: A fee of £35 is required for the consultation. This fee does not include the cost of any recommended prescription medications or products.
- Clinician Review: One of our experienced dermatology clinicians will review your form and photos, then provide a diagnosis, advice, and treatment recommendations within 24 hours.
- Purchase Recommended Products: If any medications or products are recommended, they will be made available for you to purchase via your DigiDerm account should you wish to do so (there is no obligation!). Please note that the cost of these products is not included in the consultation fee.
- Continuous Support: After the consultation, if you feel your treatment is not working or you need some further support, you can message your clinician directly via WhatsApp or email and they will get back to you as soon as possible. We are here to support you all the way and no question is too silly to ask!
- Spots, pimples, sores, boils: Including acne, rosacea, infected hair follicles, impetigo, perioral dermatitis, keratosis pilaris
- Skin rashes: Including eczema, allergic dermatitis, seborrheic dermatitis, psoriasis, allergies, urticaria (hives), impetigo, cellulitis, blisters, fungal infections, athlete’s foot, ringworm, jock itch, intertrigo, shingles, chickenpox, heat rash, drug rashes, scabies, pityriasis rosea, pityriasis versicolor
- Skin appearance changes: Including colour loss, darkening, swelling, and thickening. e.g. melasma/ chloasma, hyperpigmentation (darkening), hypopigmentation (colour loss), post-inflammatory hyperpigmentation, pityriasis versicolour, keloid/ hypertrophic scars (thickening)
- Hair problems: Including hair loss, excessive growth, and changes to your hair. e.g. dry/ irritated/ flakey scalp, folliculitis (inflammation of hair follicles), fungal scalp/hair infections, seborrheic dermatitis (scalp conditions causing dandruff), scalp psoriasis, male and female pattern hair loss (androgenic alopecia), alopecia areata hair loss (including hair loss of scalp, beard, eyebrows and eyelashes), excessive hair growth in women (face, chest, abdomen, thighs- hirsutism)
- Nail problems: Including infections, new colours, unexplained changes, e.g fungal nail infections, paronychia (nail infection), nail psoriasis
- Conditions without a skin rash: Including itching, altered sensations, and excessive sweating.
- Moles & growths: We do not provide assessments or advice on suspected skin cancers, moles, growths, lumps, or wounds. We recommend these types of problems are best looked at in person by your GP.
- Feeling unwell: We do not provide assessments or advice if your skin problem is making you feel more generally unwell e.g., you have a temperature, fever, nausea, fatigue, shortness of breath, joint/muscle pains or dizziness.
- Severe conditions: Our platform is not equipped to handle severe diseases or conditions that have been previously assessed as being severe by a consultant dermatologist or GP. Also, if your skin condition is causing severe psychological distress, a face-to-face consultation might be more appropriate.
- Conditions affecting the genitalia: Due to the intimate nature of these conditions our platform is not suitable and we recommend a face-to-face appointment with your GP.
- Medication restrictions: We do not currently prescribe Isotretinoin (Roaccutane) for severe acne however we are working on providing this service in the future. Also, we cannot initiate treatments requiring a physical examination beforehand, such as systemic immunosuppressants or biological immune-mediating medications.
- Cosmetic or aesthetic treatments: Our focus is on medical dermatology, and hence, we do not currently provide cosmetic or aesthetic treatments.
The Express Consultation Service is priced at £35. This fee covers the review of your case by one of our experienced dermatology clinicians, who will provide a diagnosis, advice, and treatment recommendations. Here’s a breakdown of the fee structure:
- Consultation Fee: A flat fee of £35 is charged for the consultation service.
- Medications and Products: The consultation fee does not include the cost of any recommended prescription medications or products. The prices of these will vary, and any recommendations made during your consultation will be available for purchase via your DigiDerm account should you wish to do so (there is no obligation!).
- Delivery: The delivery fee is not included in the consultation fee. The exact delivery cost will be provided at the time of purchase.
- No Hidden Costs: Any price you see for a medication or product displayed in our online shop is the exact price you will pay, just add the delivery fee. This includes the cost of the medication, the consultation questionnaire fee, and a private prescription fee.
- Personal Details: Name, date of birth, and contact information.
- Medical History: Any relevant past medical history, including any skin conditions.
- Current Medications: Details of any medications you are currently taking, including over-the-counter drugs and supplements.
- Symptoms Description: A detailed description of your skin issue, including when it started, how it has progressed, and any symptoms experienced etc.
- Photographs: Clear, recent photographs of the skin condition. Instructions on how to take and upload these photos are provided below and during the consultation form process.
This information helps our dermatology clinicians provide you with the most accurate diagnosis and treatment recommendations. Your privacy is paramount, and all information shared is treated with the utmost confidentiality.
- Number of Photos: Please take three photos of your skin issue.
- Variety of Shots: Include at least one close-up shot zoomed in on the affected area and one photo taken from a further distance. If multiple body parts are affected, provide one photo for each affected part.
- Additional Photos: If you wish to send more than three photos, you may email them to support@digiderm.co.uk. Please include your name and date of birth in the subject line of your email for identification purposes.
- How to Upload: Click on the camera icon to upload your photos directly through the form.
- File Types and Size: We accept JPEG, JPG, PNG formats, with a maximum size of 5MB per photo.
Please ensure your photos are clear and in focus to help our clinicians provide the most accurate assessment of your skin condition.
- Good Lighting: Take your photos in a well-lit area but avoid direct sunlight, which can cast shadows or alter the skin’s appearance.
- Clear Focus: Make sure the camera is focused on the area of concern. Blurry photos can make it difficult to assess the condition.
- No Filters: Do not use any filters or editing features, as they can mask the true condition of your skin.
- Consistent Background: Use a plain background for contrast, which helps highlight the condition more clearly.
- Multiple Angles: Include different angles and distances—close-ups to show detail and a wider shot to show the area’s location on your body.
- Steady Camera: Hold the camera steady or use a stable surface to avoid motion blur.
- Avoid Flash: Use natural light if possible, as flash can create glare and misrepresent skin conditions.
- File Format and Size: Ensure your photos are in JPEG, JPG, or PNG format and do not exceed the maximum size limit of 5MB per photo.
Following these tips will help us provide you with the most accurate diagnosis and treatment recommendations.
We understand the importance of addressing your skin concerns promptly and strive to provide timely and efficient service. If you feel your consultation requires more urgent attention we would advise seeking immediate medical advice via your registered GP, NHS 111 or your local hospital A&E department. See our Urgent Care Services page for more information.
Additionally, we will provide recommendations or guidance on alternative services or steps you can take, including visiting your GP or a specialist consultant dermatologist for further evaluation and treatment. Our priority is to ensure you receive the appropriate care for your skin condition.
Complaints: If you have a complaint or concern about the service you received, please contact us directly via email at support@digiderm.co.uk. We’ll thoroughly investigate the matter and strive to resolve it to your satisfaction. We will respond to your complaint no later than 7 working days after we have received it as per our company complaints policy.
For further advice or follow-up after your consultation, you can easily reach out to us. Please feel free to contact us via email at support@digiderm.co.uk or send us a quick WhatsApp message on 07928528269 and one of our clinicians will get back to you normally within a couple of hours (sometimes during busy periods this can take up to 24-48 hours.) We are here to provide ongoing support and ensure you receive the best care for your skin condition.
For urgent medical attention, such as urgent, severe or life-threatening symptoms or medical emergencies, we advise to contact your registered GP, NHS 111, 999 or the A&E department at your local hospital.
Order Queries (Delivery, Returns, Cancellations, Subscriptions, etc.)
DigiDerm is a leading online skin clinic and we provide treatments and advice for a wide range of common skin conditions to people across the UK.
You can use DigiDerm in two main ways:
1) Buy a Medication or Product:
If you know what medication or product you want to buy, find it in our Online Shop and proceed to purchase. For prescription medications, a questionnaire is required during check-out, which will be assessed by a prescriber. If approved, your order is authorised usually within 2 hours and we post the medication to you via next day delivery. All fees are included in the price (except delivery). If you have (or think you may have) a certain skin condition, you can read our handy Condition Guides where we talk you through the most common symptoms and the best treatments available to buy.
2) Have a Consultation:
If you have a new skin problem or need advice on an existing skin condition, use our Express Consultation Form for £35 – this is where you upload some photos of your skin condition, answer a short questionnaire and we will get back to you within 24hours with a diagnosis, some advice and suggestions for treatments. Please note: consultations do not include the cost of medications. If following a consultation your clinician recommends any medications or products, these will be made available for you to purchase via your DigiDerm account. If needed, you can then contact us anytime via WhatsApp or email for free ongoing clinical support. We also have Telephone and Video Consultations for £65 available to book, however currently these are only for the following conditions: Acne, Rosacea and Eczema/Dermatitis.
Orders and prescriptions are usually processed and approved within 2 working hours by a prescribing clinician (pharmacist or doctor). However, during peak times, processing can take a bit longer. Rest assured, we aim to handle your orders and prescriptions as swiftly as possible to ensure prompt delivery of your medications and products.
Once you order has been approved you will receive another email confirming this. Our pharmacy will then dispense, pack and post your medication usually within 2 working hours. All our products our sent via next day delivery (24hr DPD/ Royal Mail).
All of our orders are shipped via Next Day Delivery for £5.95 via Royal Mail/DPD 24hrs. The delivery estimates provided below are subject to change based on stock availability at our partner Pharmacy (Phlo) and operational factors. We strive for prompt processing and shipping but appreciate your understanding if delays occur..
- Orders placed before 2pm on weekdays will normally arrive the next day.
- Orders placed after 2pm on weekdays or anytime on the weekend will normally arrive within 2 working days.
Example Ordering & Delivery Timeline:
- Tuesday morning: You submit your consultation/order.
- Tuesday morning: A prescribing clinician approves your order, typically within 2 hours.
- Tuesday afternoon: Our pharmacy prepares your order and it is dispatched for next day delivery.
- Wednesday: Your order arrives in the post
Phlo, our partner pharmacy, ships exclusively within the UK, excluding the Scottish Highlands, Channel Islands, and Northern Ireland. For delivery inquiries, please have your order details and number ready and contact Phlo via emailing pharmacy@wearephlo.com, live chat or by calling 02081919444.
You will have a more specific time of delivery given by Phlo or the delivery courier on the day of delivery- which will normally give you a 2-hour timeslot. If you are unable to take the delivery, then you can reschedule it for another time or collection point.
We aim to fit your order into small packaging so it can fit conveniently through your letterbox. If it is not safe for a package to be sent through your letterbox (for example if you have small children or animals) then please let us know.
Some prescription-only medications may require a signature on receipt. You will be informed of this in your shipping confirmation email. If you are not at home to sign for a package, then you may be able to change the delivery date or update the delivery location depending on the courier. The package may otherwise be diverted to a local parcel depot for you to collect at your own convenience.
Our delivery courier will re-attempt your delivery and send you a notification when they expect to re-attempt your delivery. You may also be given a tracking number via email and text; you can use this to track your parcel. Alternatively, please get in touch with our Pharmacy team who will help you track your parcel.
Don’t worry, our partner pharmacy packages all temperature-controlled products using Woolcool technology, a leading provider of temperature-controlled packaging. This means your fridge temperature medication will arrive to you without being compromised.
If a product or medication you’ve ordered is out of stock or unavailable, our pharmacy will inform you as soon as possible via email. We may offer alternatives or discuss the next steps, including waiting for the item to be back in stock or cancelling the item from your order. If an alternative is suggested and accepted, we’ll adjust your order accordingly. For any changes or cancellations, we will ensure a smooth and prompt resolution, including any necessary refunds to your original payment method.
For Urgent Medical Help
If you have believe you have accidentally used the wrong medication or product and you are suffering an adverse reaction or are concerned in any way, please firstly seek urgent care (if needed) via your registered GP, NHS 111, 999 or local hospital A&E department. Please also contact our pharmacy (using the details above) immediately to notify us of this incident so we can offer you any help you may need to stay safe and well, as well as conducting a full investigation into any prescribing or dispensing errors.
Patient safety is our number one priority and if you have any concerns or feedback you would like to put in writing, please email support@digiderm.co.uk and one of our senior clinicians will get back to you as soon as possible.
- Prescription-only medications (POM’s) or Pharmacy-only medications (P’s) cannot be returned due to safety and legal reasons. They can be taken to your local community pharmacy for safe disposal, if required.
- If a POM or P medication is damaged, faulty, or not as described, please contact our partner pharmacy, Phlo, where they will help resolve this for you. Where appropriate you will be offered either a replacement, suitable alternative or a full refund. Refunds will be processed via the original payment method within 7-10 working days of return.
- General Sale (GSL) products can be returned if they are faulty, damaged, or not as described. We will refund the cost and any reasonable return delivery charges within 7-10 working days of the return. Please contact our partner pharmacy, Phlo.
- If you’ve changed your mind about a GSL product, you have 14 days from the purchase date to return it for a refund of the product cost (excluding delivery charges). Refunds are processed within 7-10 working days of the return date. Please contact our partner pharmacy, Phlo.
- All returns must be sent by recorded delivery with proof of postage retained. Failure to do so may result in an inability to refund or cover delivery costs.
Please contact our partner Pharmacy, Phlo, by telephone or email to arrange a return and obtain the correct return’s address. For contact details, please refer to our ‘How to Contact Us’ section.
To view your order history, follow these steps:
- Log into your DigiDerm account on our website.
- Navigate to the ‘My Account’ section.
- Select ‘Order History’ to view a list of your past orders.
This section provides detailed information about each order, including order date, status, items purchased, and the total amount. If you need further assistance or have questions about a specific order, please contact us via support@digiderm.co.uk.
Yes, in some circumstances you can re-order repeat medications without completing another consultation. Here’s how:
- Log into your DigiDerm account and navigate to ‘View orders’ then ‘Re-order’.
- Confirm that there have been no changes to your skin condition, medical history, other medications, or allergies by checking the box next to the re-order button.
- We also offer a monthly subscription service for convenient, automatic deliveries of your medications. Note that all subscriptions for Prescription-only medications and Pharmacy medications will have a maximum length of 3 to 6 months to ensure that they are reviewed by a clinician and patient in a new consultation.
However, note that certain medications, such as oral antibiotics or potent topical steroids, are not available for subscription due to patient safety. These medications will need to be reviewed with a new consultation before prescribing as part of our safe prescribing and medicines managment policy. You can view our Safe Antibiotic Prescribing Policy here.
If you have any changes in your condition or new health concerns, please complete a new consultation to ensure the medication is still suitable for you.
Understanding Subscriptions:
Our subscription service offers a monthly delivery of your medications, providing a seamless way to manage your dermatological care. Instead of a one-off purchase, select the ‘every month’ option during the product selection process to enjoy a 10% discount and the convenience of automatic monthly deliveries.
How to Sign Up: Choose the subscription option on the product selection page. This ensures your medication is delivered to you on the same date each month, starting from your initial order date.
Available Products: Not all medications are eligible for subscription due to safety concerns, such as the continuous use of oral antibiotics or potent steroid creams.
Payment Process: Your original payment method will be automatically charged a few days before your next scheduled delivery and a email will be sent to you when your order is shipped.
Managing Your Subscription: You can cancel or modify your subscription at any time through your DigiDerm account or by contacting us directly at support@digiderm.co.uk.
To enroll in our medication subscription service, simply select the ‘every month’ option during the product selection process on the product page. This option allows you to receive your medication on a regular monthly basis, ensuring you never run out of your essential treatments.
Steps to Subscribe:
- Visit the product page of the medication you need.
- Choose the ‘every month’ option instead of ‘one-off purchase’ from the dropdown menu.
- Complete your purchase, and your subscription will start immediately.
Your medication will be delivered monthly, and the subscription includes a 10% discount on every order. You can manage or cancel your subscription anytime by logging into your DigiDerm account or contacting us at support@digiderm.co.uk.
Your subscription medications will be delivered on a monthly basis. The delivery schedule is set to match the date of your initial order each month. For example, if your first order was placed on the 15th of a month, subsequent deliveries will be scheduled for the 15th of each following month.
Please note, delivery dates may vary slightly due to weekends and public holidays. We strive to ensure timely deliveries but recommend keeping a few days’ supplies in reserve to avoid any inconvenience.
While our subscription service offers convenience and savings, not all medications and products are eligible for subscription due to safety and prescribing practices. For instance, oral antibiotics, potent steroid creams and certain other medications that require close monitoring or are not intended for long-term use without medical supervision are excluded from our subscription options.
Our goal is to ensure that you receive the most appropriate and safe treatment for your condition. We recommend checking the product selection screen for each medication or product to see if the subscription option is available.
Subscription payments are automatically processed using the original payment method you provided at the time of your first purchase. A few days before your next scheduled delivery, we will charge your account with the subscription price to ensure timely dispatch of your medication from our partner pharmacy. This process ensures that your treatment continues uninterrupted without the need for you to manually make payment each month.
To update your payment details or delivery address for your subscription, simply log into your DigiDerm account. You will find options to edit your profile, including payment and address information. If you encounter any difficulties or prefer personal assistance, feel free to reach out to us at support@digiderm.co.uk. We’re here to ensure your subscription service meets your needs seamlessly.
Cancelling your DigiDerm subscription is straightforward and can be done at any time. To cancel, please log into your DigiDerm account and select the subscription you wish to cancel. There will be an option to end your subscription. Alternatively, you can email us at support@digiderm.co.uk stating your desire to cancel. We’re committed to making the process as smooth as possible for you.
Clinical Support
DigiDerm is a leading online skin clinic and we provide treatments and advice for a wide range of common skin conditions to people across the UK.
You can use DigiDerm in two main ways:
1) Buy a Medication or Product:
If you know what medication or product you want to buy, find it in our Online Shop and proceed to purchase. For prescription medications, a questionnaire is required during check-out, which will be assessed by a prescriber. If approved, your order is authorised usually within 2 hours and we post the medication to you via next day delivery. All fees are included in the price (except delivery). If you have (or think you may have) a certain skin condition, you can read our handy Condition Guides where we talk you through the most common symptoms and the best treatments available to buy.
2) Have a Consultation:
If you have a new skin problem or need advice on an existing skin condition, use our Express Consultation Form for £35 – this is where you upload some photos of your skin condition, answer a short questionnaire and we will get back to you within 24hours with a diagnosis, some advice and suggestions for treatments. Please note: consultations do not include the cost of medications. If following a consultation your clinician recommends any medications or products, these will be made available for you to purchase via your DigiDerm account. If needed, you can then contact us anytime via WhatsApp or email for free ongoing clinical support. We also have Telephone and Video Consultations for £65 available to book, however currently these are only for the following conditions: Acne, Rosacea and Eczema/Dermatitis.
Clinical Support at DigiDerm:
At DigiDerm, we provide comprehensive clinical support to ensure you receive the care and guidance necessary for managing your skin condition effectively. Our support includes:
- 24/7 access to our clinical team via WhatsApp and email for any queries or follow-up questions post-consultation.
- Support from our pharmacy team regarding medication or order queries via telephone, live chat or email
- Custom treatment plans tailored to your specific needs, with ongoing monitoring and adjustments as necessary.
- Access to educational resources and advice on skincare routines, lifestyle modifications, and more to complement your treatment.
This multi-faceted approach ensures that you are fully supported throughout your treatment journey with us.
For any routine clinical queries such as advice on your skin condition or medications, you can directly message a DigiDerm clinician at any time, 24/7. We strive to respond within 24 working hours, though our response time is often much quicker. During busy periods or at weekends this may take slightly longer and we appreciate your patience.
Contact Methods:
- WhatsApp Message: 07928528269
- Email: support@digiderm.co.uk
- For medication related queries you can also contact our Pharmacy (Phlo) on 02081919444, live chat or email (pharmacy@wearephlo.com)
- Please note: we do not offer any clinical support for individual patients via any social media channels due to confidentiality, security and privacy issues.
Urgent Help and Medical Emergencies
DigiDerm does not provide advice for urgent, severe or life-threatening clinical queries or medical emergencies.
If your problem is a medical emergency or you suspect that you require urgent care, then either:
- If you or someone you know is seriously ill or injured and their life is at risk- call 999.
- If a medical emergency is non-life threatening- call 111.
- If you have a non-life-threatening illness or injury then either see your GP or if outside of opening hours, then either call NHS 111 or visit your nearest Minor Injuries Unit or A&E Hospital Department.
See our Urgent Care Services page for more information.
- Life-Threatening Emergencies: If you or someone you know is seriously ill or injured and their life is at risk, call 999 immediately.
- Non-Life-Threatening Medical Emergencies: For urgent care that is not life-threatening, call 111 or visit your nearest Minor Injuries Unit or A&E Hospital Department.
- NHS Urgent Care Services: The NHS website offers a free Urgent Care Services search tool, accessible at NHS Urgent Care Services.
- Mental Health Crisis: For urgent mental health services in England, find local services at NHS Mental Health Helpline. In Wales, visit NHS Wales Mental Health Crisis for more information. For mental health crises, contact your GP, NHS 111, or go to your local A&E department.
If your query or medical problem is non-urgent and you are an existing DigiDerm patient, you can reach out for clinical support via Email or WhatsApp, or contact our partner pharmacy (Phlo) for medication-related inquiries. See our Contact Us page for detailed contact information.
Clinical support on WhatsApp is provided by our team of registered healthcare professionals, including doctors and pharmacists, all of whom have extensive experience in treating skin conditions. This ensures you receive expert advice directly related to your skin health needs.
Regarding security, WhatsApp employs end-to-end encryption, ensuring that only you and the clinician can read the messages exchanged. Your privacy and data security are of utmost importance to us, and we adhere to strict confidentiality protocols to protect your information.
Please note we will need to verify your identity before starting any chat.
Please see our WhatsApp Policy and Privacy Policy for more information.
To access our free WhatsApp support: Simply send a message to our dedicated WhatsApp number. You can either click the WhatsApp icon on your smartphone or browser, or you can add our number to your WhatsApp contacts on your phone then send us a message. This service allows you to ask questions, receive advice, and get support for any concerns you might have related to your treatment or skin condition. Please note we will need to verify your identity before you begin the chat.
WhatsApp Message: 07928528269
Our team is ready to assist you with your dermatological needs through this convenient and secure platform.
- Medication Queries: Questions about your current prescription, including usage instructions, dosage, and potential side effects.
- Treatment Advice: Guidance on how to use the products or medications prescribed to you, including tips for maximising effectiveness.
- Side Effects Management: Assistance in managing or understanding any side effects you may be experiencing from your treatment.
- Follow-Up Care: Support for ongoing conditions, including advice on when to seek further consultation or adjust your treatment plan.
- General Dermatology Queries: Answers to general questions about skin care, preventive measures, and lifestyle adjustments to support skin health.
- Technical Support: Help with accessing and using the DigiDerm platform, including assistance with booking consultations or managing your account.
Please note, for urgent or severe medical concerns, contact your NHS GP, NHS 111 or seek immediate medical attention.
When you reach out to DigiDerm via WhatsApp, our goal is to provide a response within 24 working hours. However, our response time is often much quicker, as we strive to address your queries as promptly as possible. During busy periods or at weekends this may take slightly longer and we appreciate your patience.
- Round-the-Clock Support: Our team is here to provide support and answer your queries at any time, day or night.
- Timely Responses: While we aim to respond within 24-48 working hours, our dedicated clinicians often reply sooner.
This around-the-clock service is part of our commitment to offering comprehensive and accessible dermatological care to our patients.
Please note that we do not diagnose new skin conditions using WhatsApp- this will require a separate and more thorough consultation, using either the express consultation service or a telephone or video consultation.
WhatsApp employs end-to-end encryption, ensuring that only you and the clinician can read the messages exchanged. Your privacy and data security are of utmost importance to us, and we adhere to strict confidentiality protocols to protect your information.
Please note we will need to verify your identity before starting any chat.
Please see our WhatsApp Policy and Privacy Policy for more information.
Yes, you can have a direct line of communication with the clinician who treated you for follow-up questions.
We believe in continuity of care and this allows you to develop a good relationship with your clinician and ask any follow-up questions related to your treatment or condition. After your initial consultation, you will be provided with the name of your clinician. All you have to do when you reach out for help is tell us if you’d prefer to speak to a specific clinician and we’ll do our best to direct your message to the right person as soon as possible.
This direct communication channel is designed to enhance your care experience, providing access to expert advice when you need it.
No, there is no limit to the number of times you can reach out for clinical support at DigiDerm. We encourage you to contact us whenever you have questions or need further assistance with your treatment or condition. Our goal is to provide you with continuous support and guidance throughout your care journey.
- We are committed to offering accessible and responsive support to address your healthcare needs.
- Our clinical team is available to provide advice, address concerns, and offer reassurance regarding your treatment plan.
Your health and well-being are our top priorities, and we aim to provide the support you need to manage your skin condition effectively.
Please see our WhatsApp Policy and Privacy Policy for more information.
If you experience side effects or adverse reactions to a prescribed medication, take the following steps:
- Immediate Actions: If the reaction is severe, stop taking the medication immediately and seek urgent medical attention. For life-threatening reactions, call 999 or go to your nearest A&E department. You can also contact your registered NHS GP during opening hours or NHS 111 for out-of-hours care in the evening and at weekends.
- Contact DigiDerm: For non-urgent side effects, contact us via Email at support@digiderm.co.uk or WhatsApp message at 07928528269. Provide details of the side effects you’re experiencing for further advice.
- Report Side Effects: You can voluntarily report side effects directly via the MHRA Yellow Card Scheme. This is a scheme set up by the UK government to monitor the safety of all healthcare products to ensure they are acceptably safe for patients.
Always read the patient information leaflet provided with your medication for specific advice on side effects and how to manage them.
Using your medications correctly is crucial for achieving the best outcomes. Here’s how to ensure you’re using them as intended:
- Follow Instructions: Following your purchase or consultation you will receive an approval email which will contain directions of how to use your medication. Additionally, when you receive your medication in the post it will have a dispensing label from the pharmacy attached, which will contain the dosage instructions. Adhere to the usage instructions provided by our clinicians and those included in the medication packaging or patient information leaflet.
- Dosage: Take the correct dose at the recommended times. Do not alter your dosage without consulting with your clinician.
- Duration: Continue the treatment for the full duration prescribed, even if you start to feel better sooner.
- Storage: Store your medications as advised, usually in a cool, dry place away from direct sunlight and out of reach of children.
- Side Effects: Be aware of potential side effects and contact us or your GP if you experience anything concerning.
- Missed Dose: If you miss a dose, take it as soon as you remember, unless it’s almost time for your next dose. Do not double up doses.
- Expired Medications: Do not use medications past their expiration date. Safely dispose of any expired or unused medications.
For medication related queries you can also contact our Pharmacy (Phlo) on 02081919444, live chat or email (pharmacy@wearephlo.com)
Storing your medications correctly is crucial to ensuring their effectiveness and your safety. Here’s what you need to know:
- Keep medications in their original packaging until you’re ready to use them. This helps protect them from light, moisture, and accidental mixing.
- Store your medications at room temperature, away from direct sunlight, moisture, and heat sources. Avoid storing them in bathrooms or kitchens where humidity and temperature changes are common.
- Refrigerate medications only if the label or your pharmacist instructs you to do so. Not all medications require refrigeration, and some may lose effectiveness if not stored properly.
- Keep all medications out of reach of children and pets to prevent accidental ingestion.
- Regularly check the expiration dates on your medications. Dispose of expired or unused medications safely. Consult with DigiDerm or your pharmacist for the best disposal methods.
Following these storage guidelines helps ensure that your medications remain safe and effective for the duration of your treatment. If you have any questions about storing specific medications, don’t hesitate to contact our partner pharmacy Phlo for advice.
- Symptom Improvement: A noticeable reduction in symptoms or complete resolution of the condition for which the medication was prescribed.
- Time Frame: Many medications have an expected timeframe within which improvements should be observed. This varies widely, from immediate effects to changes noticed over weeks or months.
- Side Effects: The absence or manageability of side effects can also indicate that the medication suits you well.
- Medical Tests: For some conditions, improvement can be measured through tests or medical examinations.
If you’re unsure whether your medication is working, or if you experience unexpected effects, it’s important to consult with your DigiDerm clinician. Do not stop or alter your medication without professional advice. For further guidance, contact us on WhatsApp or via support@digiderm.co.uk.
If you miss a dose of your medication, here’s what you should do:
- Don’t Panic: Missing a single dose is not uncommon and can be corrected.
- Read the Instructions: Refer to the patient information leaflet for specific advice on missed doses as the guidance can vary depending on the medication.
- For Once-Daily Medications: If you remember within 12 hours of your usual time, take the missed dose. If it’s been more than 12 hours, skip the missed dose and take the next one at the regular time.
- For Medications Taken Multiple Times a Day: Take the missed dose as soon as you remember, unless it’s almost time for your next dose. In that case, skip the missed dose and continue with your regular dosing schedule.
- Do Not Double Dose: Never take a double dose to make up for a missed one.
If you’re unsure or if missing doses happens often, either contact our pharmacy Phlo or message your DigiDerm clinician for advice on how to stay on track with your treatment.
Continuing Existing Medications with New Prescriptions:
It’s important to inform your DigiDerm clinician about all the medications you are currently taking, including over-the-counter drugs, supplements, and herbal remedies. They will assess any potential interactions or contraindications with the new treatment prescribed. In some cases, adjustments may be necessary to ensure your treatments are safe and effective together. Always follow the guidance provided by your DigiDerm clinician or pharmacist. Likewise, if you seek treatment from your NHS GP or another healthcare professional, it is important to inform them of all the medications you are taking including those supplied by DigiDerm, so they can check that they are safe to use together.
- Instagram: @digiderm.co.uk
- TikTok: @digiderm.co.uk
These platforms offer a space to share experiences, tips, and support each other in your skin care journeys. Stay connected for the latest news, educational content, and community stories.
- Follow us on Instagram and TikTok for quick tips, tutorials, and updates from our expert dermatology team.
- Explore our Condition Guides for in-depth information on common skin conditions.
- Visit our Blog for the latest dermatological advice and insights.
Our goal is to empower you with the knowledge to make informed decisions about your skin care, providing access to expert advice and guidance through a blend of written content and visual storytelling.
- Email us directly at support@digiderm.co.uk with your comments or suggestions.
- Leave a review on our Trustpilot page to share your experience with others.
Your feedback is crucial for our continuous improvement and helps us tailor our services to better meet your needs.
Telephone & Video Consultations
DigiDerm is a leading online skin clinic and we provide treatments and advice for a wide range of common skin conditions to people across the UK.
You can use DigiDerm in two main ways:
1) Buy a Medication or Product:
If you know what medication or product you want to buy, find it in our Online Shop and proceed to purchase. For prescription medications, a questionnaire is required during check-out, which will be assessed by a prescriber. If approved, your order is authorised usually within 2 hours and we post the medication to you via next day delivery. All fees are included in the price (except delivery). If you have (or think you may have) a certain skin condition, you can read our handy Condition Guides where we talk you through the most common symptoms and the best treatments available to buy.
2) Have a Consultation:
If you have a new skin problem or need advice on an existing skin condition, use our Express Consultation Form for £35 – this is where you upload some photos of your skin condition, answer a short questionnaire and we will get back to you within 24hours with a diagnosis, some advice and suggestions for treatments. Please note: consultations do not include the cost of medications. If following a consultation your clinician recommends any medications or products, these will be made available for you to purchase via your DigiDerm account. If needed, you can then contact us anytime via WhatsApp or email for free ongoing clinical support. We also have Telephone and Video Consultations for £65 available to book, however currently these are only for the following conditions: Acne, Rosacea and Eczema/Dermatitis.
Currently, our telephone and video consultation services at DigiDerm are specifically available for managing the following conditions only: Acne, Rosacea, and Eczema/Dermatitis. These focused consultations allow our dermatology experts to provide targeted advice and treatment plans for these common skin issues. We are working to expand our telephone and video services to include more conditions in the future as we grow. Our Express Consultation Service covers many more conditions- please see the section above for more details.
To book a telephone or video consultation at DigiDerm, simply visit our Telephone and Video Consultations page. Choose the type of consultation you need, select a suitable date and time from the available slots, and complete the booking process. Ensure you have filled in any required information about your skin condition to help us prepare for your consultation.
You can book an appointment up to 1 month in advance through our online booking system. This allows you to find a time that suits your schedule while ensuring timely access to our dermatology experts. To view available slots and secure your appointment, please visit our booking page.
While same-day appointments are occasionally available, they are subject to the current demand and clinician availability.
- Limited Availability: Same-day appointments are offered on a first-come, first-served basis and are less predictable than scheduled appointments.
- Booking Process: Check our online booking system regularly for any last-minute openings due to cancellations or additional time slots provided by our clinicians.
- Convenience: These appointments are ideal for urgent skin care needs that do not require emergency medical attention.
To secure a same-day appointment, it’s advisable to check our platform early in the day and book promptly as these slots can fill quickly.
When booking a consultation, please be ready to provide the following details:
- Personal Information: Full name, date of birth, and contact information.
- Medical History: Details of any current and past medical conditions.
- Current Medications: A list of any medications you are currently taking, including over-the-counter drugs and supplements.
- Skin Condition Details: You will be required to upload some photos in advance of the consultation as well as a a description of your skin issue, including duration, symptoms, and any previous treatments.
This information helps our clinicians provide you with the most accurate and effective care possible.
What to Expect During Your Telephone or Video Consultation:During your telephone or video consultation, here’s what typically happens:
- Review of Your Medical History: The clinician will discuss your medical history to understand any underlying conditions or previous treatments.
- Discussion of Current Symptoms: You will be asked to describe your current skin issues, symptoms, and any recent changes.
- Visual Assessment: In video consultations, the clinician will visually assess the affected skin areas. You might be asked to show or describe specific details for clarity.
- Treatment Recommendations: Based on the assessment, the clinician will suggest treatment options or further diagnostic tests if necessary. Any medications/ products you wish to purchase will be added to your DigiDerm account basket and can be delivered to you the next day (there is no obligation to purchase any treatments).
- Q&A Session: You will have the opportunity to ask any questions or express concerns regarding your condition or the suggested treatments.
The goal is to provide a comprehensive assessment and create an effective treatment plan tailored to your needs.
Your scheduled telephone or video consultation will typically last between 20 to 30 minutes. This duration allows sufficient time to discuss your skin condition in detail, assess your needs, and provide personalised advice and treatment recommendations.
If you believe your situation requires more time, please inform us in advance by emailing support@digiderm.co.uk so we can accommodate a longer session if possible.
You are welcome to have someone else or a chaperone join you during your telephone or video consultation. However, please note that we can send only one video link, so you would need to be in the same physical location as the person joining you.
This arrangement can be particularly useful for support or if you need assistance discussing your health concerns. The clinician will check at the start of the call that you consent for the other person to be present.
To participate in a video consultation, you’ll need the following:
- A computer, tablet, or smartphone with a camera and microphone.
- A stable internet connection.
- Access to a web browser such as Google Chrome, Mozilla Firefox, Microsoft Edge, or Safari.
No additional software or downloads are required; simply follow the video link we send you to join the consultation.
At DigiDerm, your privacy during telephone and video consultations is our top priority. Here’s how we ensure your information remains confidential:
- Secure Communication: We use encrypted communication channels for all telephone and video consultations to safeguard your personal information from unauthorized access.
- Confidential Setting: Our clinicians conduct consultations in private settings to prevent anyone from overhearing your conversation.
- Data Protection: All personal and medical information shared during consultations is treated in accordance with GDPR and other privacy regulations, ensuring your data is handled with the utmost care and confidentiality.
- No Recordings: To protect your privacy, consultations are never recorded, ensuring that the discussions remain confidential between you and your clinician.
- Trained Professionals: Our healthcare professionals are trained in confidentiality protocols, ensuring they handle your information with professionalism and discretion.
These measures are put in place to provide you with a secure and private experience, allowing you to discuss your health concerns freely.
If you encounter technical issues during your video consultation, here are some steps you can take:
- Refresh your browser: Sometimes, simply refreshing your browser can resolve the issue.
- Check your internet connection: Ensure your internet connection is stable. If possible, connect to a wired network for better stability.
- Close unnecessary applications: Having too many applications open can slow down your device. Close any applications you do not need during the consultation.
- Restart your device: If issues persist, try restarting your device as this can often resolve many common technical problems.
- Contact support: If you continue to experience difficulties, please contact our support team at support@digiderm.co.uk or send us a WhatsApp message for immediate assistance. Do not worry if technical issues mean the consultation is interrupted or cannot go ahead, we can either re-arrange or give you a full refund.
Our goal is to ensure a smooth and effective consultation experience, and we are here to help resolve any issues that may arise.
Yes, if during your telephone or video consultation it is determined that you require medication, a prescription can be issued.
- Prescription Process: Your clinician will discuss the medication options with you and, upon agreement, any medications will be made available for you to purchase after the consultation via your DigiDerm account. If you would prefer, a paper prescription can be sent to you in the post.
- Immediate Access: Our system ensures that prescription orders are processed promptly, allowing for quick delivery of your medications straight to your front door.
- No Additional Cost: The prescription service is included within the consultation fee, with no extra charges for issuing the prescription. However please note that you will still have to pay for the cost of any medications dispensed and posted to you.
- Follow-up: You may receive follow-up communications to ensure the treatment is effective and to address any concerns you might have regarding the medication.
Yes, once your prescription has been issued during a consultation, you have the option to have your medication delivered directly to your home or another specified address.
- Next Day Delivery: Our partner pharmacy Phlo will dispatch your medication promptly after receiving your prescription and deliver it the next day via secure Royal Mail Tracked Delivery.
- Tracking: You will receive tracking information for your delivery, allowing you to monitor the status of your medication shipment.
- Convenience: This service aims to provide a seamless transition from consultation to treatment, enhancing the convenience and accessibility of your healthcare.
If you have researched or previously discussed specific medications with a healthcare provider, you can mention these during your consultation. Our clinicians will consider your request based on your medical history, the appropriateness of the medication for your condition, and current clinical guidelines.
- Medical Appropriateness: The clinician will assess whether the requested medication is suitable and safe for your condition.
- Compliance with Guidelines: Recommendations are aligned with the latest dermatology clinical guidelines to ensure effective and safe treatment.
- Alternative Suggestions: If the requested medication is not deemed suitable, alternative treatments or medications will be suggested.
Discussing your preferences and concerns openly with your clinician can lead to a more personalised treatment plan that aligns with your needs and expectations.
If your symptoms worsen or change after your consultation, it is important to take immediate action to ensure your health and safety.
- Contact Us: Reach out to DigiDerm promptly via email or WhatsApp to report the changes. Provide detailed information about your symptoms and any other relevant changes.
- Urgent Care: If the symptom change is significant or if you experience severe symptoms, seek urgent care via your GP, NHS 111 or visit your nearest A&E department.
- Follow-up Consultation: Depending on the situation, a follow-up consultation may be recommended to reassess your condition and adjust your treatment plan.
Monitoring your symptoms closely and communicating any changes is crucial for effective management of your health condition.
Yes, after your consultation, you will receive an email with a written summary of your consultation. This document will include a detailed assessment of your skin problem, the advice provided, and any recommended treatments.
- Contents: The summary includes diagnostic information, treatment recommendations, and specific care instructions tailored to your condition.
- Use: You can use this summary as a clinical letter to share with your GP or other healthcare providers to ensure continuity of care.
This document helps bridge the gap between virtual and in-person care, ensuring all health professionals involved in your care are well-informed about your treatment plan.
If you’re not satisfied with the outcome of your consultation, we encourage you to contact us immediately. Our commitment is to your health and satisfaction.
- Request a Review: You can request a second opinion or a review of your case by another clinician within our network.
- Contact Support: Reach out to our support team at support@digiderm.co.uk or via our WhatsApp support for immediate assistance.
We strive to resolve any concerns swiftly and ensure that you receive the care and attention you deserve.
Rescheduling or Cancelling an Appointment:
To reschedule or cancel your appointment, please contact our support team ASAP via email at support@digiderm.co.uk or by using the WhatsApp feature.
If you would like to cancel your appointment then please do so at least 24 hours before the appointment time and we will offer you the chance to reschedule or claim a full refund. If you cancel your appointment less than 24 hours before the scheduled appointment time then we will not be able to offer you a refund but we can reschedule once free of charge. Any further rescheduling requests will incur a £20 administration charge.
We understand that schedules can change, and we strive to accommodate your needs with flexibility.
If you miss your appointment, it’s important to contact us as soon as possible to discuss rescheduling options.
- Contact Support: Reach out via email at support@digiderm.co.uk or by phone to notify us of the missed appointment.
- Rescheduling: We can help you reschedule your appointment based on current availability.
- Charges: Please be aware that missed appointments without prior notification of at least 24 hours cannot be refunded but can be rescheduled once free of charge.
We understand that circumstances can change, and we’ll do our best to accommodate a new appointment for you.
Follow-up consultations are crucial for assessing the progress of your treatment and making necessary adjustments to your care plan. Here’s what typically happens during a follow-up consultation:
- Review of Progress: The clinician will review your symptoms, the effectiveness of the treatment, and any side effects you may have experienced.
- Adjustments to Treatment: Based on the initial outcomes, your treatment plan may be adjusted. This could involve changing dosages, introducing new medications, or discontinuing others.
- Additional Tests or Referrals: If needed, further diagnostic tests may be ordered, or referrals to other specialists might be made.
- Answering Your Questions: This is a good time to ask any questions and express concerns about your treatment or overall health condition.
The goal of a follow-up consultation is to ensure that your treatment is effective and adjusted to your current health needs.
If you wish to have a follow-up consultation with the same clinician who previously treated you, you can indicate this preference when booking your appointment.
- Online Booking: During the online booking process, you’ll have the option to select the clinician you prefer, subject to their availability.
- Contact Support: If you need assistance or cannot find the option online, please contact our support team via email at support@digiderm.co.uk or via WhatsApp message and we can inform you of specific clinician availability.
We strive to provide continuity in your care and will do our best to accommodate your request for the same clinician.
To ensure your clinician has the most current information for your follow-up consultation, you can share new medical information or test results in advance:
- Email: Send documents via email to support@digiderm.co.uk. Please include your full name, date of birth and appointment date in the subject line.
- Contact Us Directly: If you need assistance or have specific questions, you can always reach out to our support team via email or WhatsApp message for guidance on how to submit your information.
This proactive sharing helps us tailor your care more effectively and address any changes in your health condition during the consultation.
Onward Referrals, Blood Tests & Investigations
DigiDerm is a leading online skin clinic and we provide treatments and advice for a wide range of common skin conditions to people across the UK.
You can use DigiDerm in two main ways:
1) Buy a Medication or Product:
If you know what medication or product you want to buy, find it in our Online Shop and proceed to purchase. For prescription medications, a questionnaire is required during check-out, which will be assessed by a prescriber. If approved, your order is authorised usually within 2 hours and we post the medication to you via next day delivery. All fees are included in the price (except delivery). If you have (or think you may have) a certain skin condition, you can read our handy Condition Guides where we talk you through the most common symptoms and the best treatments available to buy.
2) Have a Consultation:
If you have a new skin problem or need advice on an existing skin condition, use our Express Consultation Form for £35 – this is where you upload some photos of your skin condition, answer a short questionnaire and we will get back to you within 24hours with a diagnosis, some advice and suggestions for treatments. Please note: consultations do not include the cost of medications. If following a consultation your clinician recommends any medications or products, these will be made available for you to purchase via your DigiDerm account. If needed, you can then contact us anytime via WhatsApp or email for free ongoing clinical support. We also have Telephone and Video Consultations for £65 available to book, however currently these are only for the following conditions: Acne, Rosacea and Eczema/Dermatitis.
By using online consultations and the latest digital technology, we are able to offer lower prices than many face-to-face dermatology clinics, whilst maintaining the expert levels of care that you can expect from qualified UK dermatology healthcare professionals.
Keeping it simple:
- Any price you see for a medication or product displayed in our online shop is the exact price you will pay (just add the delivery fee). This includes the cost of the medication, the consultation questionnaire fee and a private prescription fee!
- Our express consultation service costs £35, however this does not include the price of any recommended prescription medications or products. Any products/medications recommended as part of your consultation will be made available for you to purchase via your DigiDerm account.
- We also have a small number of telephone and video consultations which cost £65. However, currently we are only treating the following conditions: Acne, Rosacea and Eczema/Dermatitis. Any products/medications recommended as part of your consultation will be made available for you to purchase via your DigiDerm account.
Occasionally, we may require further blood tests or investigations before reaching a diagnosis or prescribing certain medications. If this is the case, you will be advised how to proceed with these tests (should you wish) either by asking your NHS GP to perform them, or by using a private healthcare provider. One example of this is where before prescribing antifungal tablets for a fungal nail infection, we will need to you to have a liver blood test before we prescribe the medication (or show evidence of a recent test).
To arrange a blood test, you can choose one of the following options based on your convenience:
- GP Arrangement: Request a blood test through your GP. This service is typically free but may involve waiting times. You can use the consultation summary that you were emailed after your DigiDerm consultation as a letter to pass on to your GP which will detail the blood tests required. Please bear in mind that your NHS GP is not obliged to provide any tests that have been suggested by a private healthcare provider such as DigiDerm.
- Home Blood Test Kit: Order a home test kit, which can be mailed to you for a fee. These kits involve a simple finger-prick procedure and are suitable for various common tests. If you’re interested in ordering a home blood test kit, you can arrange one through recommended providers like Forth, Medichecks, or Vitall.
- Private Clinic: Visit a private clinic to have the blood test done face-to-face, quickly and efficiently. This option may incur a higher cost but often offers faster results.
After receiving your test kit or visiting a clinic, follow the instructions provided to ensure accurate results. If using a home kit, send it back to the designated lab. The results will be sent to you and, if you wish, directly to your DigiDerm clinician.
- Ordering the Kit: You can order a home blood test kit from various online providers such as Forth, Medichecks, or Vitall. Once ordered, the kit will be posted directly to your chosen address. This typically costs a minimum of £45 for a single blood test.
- Conducting the Test: The kit typically includes a finger-prick tool to draw a small sample of blood. Detailed instructions will be provided to guide you through the process safely and effectively.
- Sending the Sample: After collecting your blood sample, you will send it back to the lab in a pre-paid envelope provided in the kit.
- Receiving Results: Results are usually available within a week after the lab receives your sample. Once you have received your results you can send them to DigiDerm by emailing support@digiderm.co.uk. Please include your name and date of birth in the email subject line.
If you’re interested in ordering a home blood test kit, you can arrange one through recommended providers like Forth, Medichecks, or Vitall. Visit their websites to choose the test that suits your needs and follow the process to place your order.
Alternatively, with your consent, your DigiDerm clinician can order the tests on your behalf and get them sent straight to your home address. We will then be able to access your blood test results automatically and contact you to explain the next steps of your treatment.
- Cortisol: Measures the level of cortisol to assess adrenal function and stress responses.
- Creatine Kinase: Evaluates muscle enzymes that can indicate muscle damage or disease.
- CRP (C-Reactive Protein): Detects inflammation and can be used to monitor conditions like infections and chronic inflammatory diseases.
- Female Hormones: Includes tests for hormones such as Follicle Stimulating Hormone (FSH), Luteinising Hormone (LH), Prolactin, Oestradiol, and Progesterone to assess reproductive health.
- Hormone DHEA-Sulphate: Checks levels of DHEA-Sulphate which is important for various body functions.
- Free Androgen Index: Measures testosterone levels and is important for diagnosing hormonal disorders such as Polycystic Ovary Syndrome (PCOS).
- Ferritin: Assesses iron storage levels in the body.
- Full Blood Count: A comprehensive test that gives details about blood cells to help detect a range of disorders.
- HbA1c: Measures average blood sugar levels to monitor diabetes.
- Kidney Function Tests: Assesses how well the kidneys are filtering waste from the blood.
- Lipid Panel: Measures lipids in the blood to assess cardiovascular health.
- Liver Function Tests: Evaluates the health of the liver by measuring enzymes, proteins, and substances in the blood.
- Magnesium: Important for nerve, muscle, and bone health.
- Omega 3 & 6: Measures levels of essential fatty acids.
- Thyroid Function Tests: Includes TSH, T3, and T4 tests to evaluate thyroid health.
- Thyroglobulin Antibodies and Thyroid Peroxidase Antibodies: Helps in diagnosing autoimmune thyroid diseases.
- Vitamin D & Vitamin B12: Essential for bone health and energy levels, respectively.
Note: Not all tests may be available through all providers.
- Sample Processing: Typically, it takes about 2-3 days for the lab to process the sample once it’s received.
- Result Delivery: After processing, results are generally available and can be accessed online through the provider’s portal or sent directly to you via email.
- Total Timeframe: From the day you send out your blood sample, expect to receive your results within approximately one week.
- Review Your Results: Check your results against the reference ranges provided by the lab to understand any deviations.
- Send Results: If using DigiDerm, you can email your results to us at support@digiderm.co.uk. Please include your name and date of birth in the subject line. Your clinician will then review your results and contact you with any further action, such as issuing a prescription.
- Consult Your Clinician: If you would like to discuss the results further or you are concerned, schedule a follow-up consultation with your DigiDerm clinician or your NHS GP to discuss the results and any necessary further action.
- Don’t Panic: Remember that ‘abnormal’ results may not necessarily mean something serious or permanent and could require simple modifications, further testing or further monitoring.
- Consult Your Healthcare Provider: Schedule a follow-up consultation with your DigiDerm clinician or your NHS GP to discuss the results. They will explain the implications of the results and outline the next steps.
- Further Testing: Depending on the type of abnormality, additional tests may be recommended to confirm a diagnosis or to investigate further.
- Review Medication and Lifestyle: Discuss any potential changes in your medication or lifestyle that may be necessary based on the test results.
- Continuous Monitoring: Some conditions may require ongoing monitoring to keep track of any changes over time.
It’s important to follow these steps and work closely with your healthcare provider to understand your health situation and take appropriate actions.
- Initial Assessment: Often, an initial blood test is needed to establish baseline levels before starting a treatment.
- Ongoing Monitoring: Depending on the treatment, follow-up tests may be necessary at regular intervals to monitor your response to the medication and adjust dosages if needed.
- Specific Treatments: For some medications, such as those affecting liver function or blood cell counts, tests may be required more frequently to ensure safety.
- Consult Your Clinician: Your DigiDerm clinician will provide you with a tailored testing schedule based on the treatment plan and any pre-existing conditions you may have.
Identity (ID), Privacy & Security
DigiDerm is a leading online skin clinic and we provide treatments and advice for a wide range of common skin conditions to people across the UK.
You can use DigiDerm in two main ways:
1) Buy a Medication or Product:
If you know what medication or product you want to buy, find it in our Online Shop and proceed to purchase. For prescription medications, a questionnaire is required during check-out, which will be assessed by a prescriber. If approved, your order is authorised usually within 2 hours and we post the medication to you via next day delivery. All fees are included in the price (except delivery). If you have (or think you may have) a certain skin condition, you can read our handy Condition Guides where we talk you through the most common symptoms and the best treatments available to buy.
2) Have a Consultation:
If you have a new skin problem or need advice on an existing skin condition, use our Express Consultation Form for £35 – this is where you upload some photos of your skin condition, answer a short questionnaire and we will get back to you within 24hours with a diagnosis, some advice and suggestions for treatments. Please note: consultations do not include the cost of medications. If following a consultation your clinician recommends any medications or products, these will be made available for you to purchase via your DigiDerm account. If needed, you can then contact us anytime via WhatsApp or email for free ongoing clinical support. We also have Telephone and Video Consultations for £65 available to book, however currently these are only for the following conditions: Acne, Rosacea and Eczema/Dermatitis.
If we cannot accurately and safely verify your ID then you will be unable to use our services. We will offer you a full refund of any monies you have paid for our services or products and redirect you to the most suitable form of care, such as your NHS GP.
If you have any questions about the ID process then please email support@digiderm.co.uk
- Your data is stored on secure, encrypted servers located in the UK, ensuring that it is protected under strict UK data protection laws.
- We use state-of-the-art security measures including Cloudflare technology, industry-grade anti-virus software, and multi-factor authentication to safeguard your information.
- Access to your medical records is strictly limited to authorized DigiDerm staff and healthcare providers, all of whom are required to adhere to our confidentiality and data protection policies.
- We are registered with the Information Commissioners Office (ICO) for Data Protection purposes. We comply with the NHS DSPT (Data Security and Protection Toolkit) and are regularly audited against the UK Government’s National Cyber Security Centre-backed Cyber Essentials scheme.
Your privacy is our priority, and we are committed to maintaining the highest standards of data security.
- Only DigiDerm’s directly employed healthcare professionals and administrative staff have access to your records. Each team member has undergone thorough DBS background checks and training in data protection and patient confidentiality.
- We ensure that all access is logged and monitored to maintain security and privacy.
- Your information is only shared with external entities, such as your GP or insurance provider, with your explicit consent, and in compliance with legal and regulatory requirements.
We are committed to protecting your privacy and ensuring that your personal information is handled with the utmost care and responsibility.
- We retain your medical records for the minimum period required by UK law, typically for a duration of at least 8 years after your last consultation or treatment.
- This duration may be extended if there are specific legal or regulatory reasons to do so, or for patient safety considerations.
- All data is securely stored and protected, and upon the expiration of the retention period, your data is securely disposed of in a manner that protects your privacy.
We ensure that all data retention practices comply with GDPR and the UK Data Protection Act of 2018.
- You have the right to request the deletion of your personal data at any time, except where we are legally required to retain certain information (such as medical records).
- Medical records are typically required to be kept for a specific period for legal, regulatory, and clinical reasons but can be deleted after these obligations are fulfilled.
- To request deletion, please contact our support team via email at support@digiderm.co.uk.
Please note that the deletion of data may affect our ability to provide you with medical services in the future and your identification may need to be re-verified.
- Consent-Based Sharing: We only share your personal information with third parties when we have your explicit consent to do so.
- Medical Collaboration: With your consent, we may share relevant health data with other healthcare providers (such as our partner pharmacy) for treatment purposes or if you are referred to specialists.
- Insurance Claims: If you are claiming the cost of your treatment through insurance, the necessary details of your treatment may be shared with your insurance provider, only with your prior approval.
- Legal Obligations: We may be required to disclose your information to comply with legal or regulatory requirements, in which case we will make every effort to notify you beforehand unless restricted by law.
Your data is treated with the highest standards of security and confidentiality.
- Encrypted Communications: All video and telephone consultations are conducted over encrypted channels to ensure that your personal and medical information is protected.
- Secure Platforms: We use secure, industry-standard platforms specifically designed for telemedicine, which adhere to privacy and security regulations.
- Confidentiality Protocols: Our staff are trained in confidentiality protocols to further safeguard your information during and after your consultation.
These measures are in place to provide you with a safe and private consultation experience, akin to visiting a doctor’s surgery in person.
- No Automatic Recording: Consultations are not automatically recorded as part of our standard practice to ensure your privacy and confidentiality.
- Consent for Recording: If a recording is necessary for training, medical or legal reasons, it will only be done with your explicit consent and you will be informed beforehand.
- Data Protection: Any recordings made with consent are securely stored and protected in accordance with our privacy policy and relevant data protection regulations.
- Secure Connection: Make sure your internet connection is secure and private. Avoid public Wi-Fi networks.
- Private Space: Conduct the consultation in a private room where you will not be interrupted or overheard by others not involved in the consultation.
- Use Headphones: Using headphones can help keep the conversation between you and your clinician confidential.
- Verify Security Settings: Before the consultation, check the security settings of any apps or software being used to ensure they are set to the highest privacy standards.
- Close Unnecessary Programs: Close any programs or apps that are not needed during the consultation to prevent accidental sharing of screen or data.
My Account, Accessibility & Other Questions
DigiDerm is a leading online skin clinic and we provide treatments and advice for a wide range of common skin conditions to people across the UK.
You can use DigiDerm in two main ways:
1) Buy a Medication or Product:
If you know what medication or product you want to buy, find it in our Online Shop and proceed to purchase. For prescription medications, a questionnaire is required during check-out, which will be assessed by a prescriber. If approved, your order is authorised usually within 2 hours and we post the medication to you via next day delivery. All fees are included in the price (except delivery). If you have (or think you may have) a certain skin condition, you can read our handy Condition Guides where we talk you through the most common symptoms and the best treatments available to buy.
2) Have a Consultation:
If you have a new skin problem or need advice on an existing skin condition, use our Express Consultation Form for £35 – this is where you upload some photos of your skin condition, answer a short questionnaire and we will get back to you within 24hours with a diagnosis, some advice and suggestions for treatments. Please note: consultations do not include the cost of medications. If following a consultation your clinician recommends any medications or products, these will be made available for you to purchase via your DigiDerm account. If needed, you can then contact us anytime via WhatsApp or email for free ongoing clinical support. We also have Telephone and Video Consultations for £65 available to book, however currently these are only for the following conditions: Acne, Rosacea and Eczema/Dermatitis.
- Reset Password: Go to the login page and click on the ‘Forgot Password’ link. Enter your email address, and you will receive instructions to reset your password via email.
- Username Reminder: Your email address can also be used to log in if you have forgotten your username. If you have forgotten both your email address and username, you can retrieve it by contacting our support team at support@digiderm.co.uk. Provide them with your registered email address, names and date of birth and they will assist you in recovering your username.
- Log into your DigiDerm account.
- Navigate to the ‘Profile’ section.
- Look for the option to delete your account and follow the prompts to complete the process.
- Screen Reader Compatibility: Our platform supports popular screen readers to assist visually impaired users.
- Keyboard Navigation: Users can navigate through our site using keyboard shortcuts, enhancing accessibility for those unable to use a mouse.
- Adjustable Text Size and Contrast: Users can adjust text size and contrast settings for better visibility and readability.
- Alt Text for Visual Content: All images and videos come with alternative text descriptions to facilitate understanding of visual content.
We continuously work to improve our accessibility features based on user feedback and advancements in technology to ensure a seamless experience for all our clients.
- Translation Services: We provide translation services for major languages to assist during consultations and in understanding medical documents.
- Document Translations: Important healthcare documents, including your diagnosis and treatment plan, can be translated upon request.
- Website Accessibility: Our website can be viewed in multiple languages to ensure that you have access to all necessary information in the language you are most comfortable with.
Please email us at support@digiderm.co.uk if you need help with multilingual resources and we will do our best to help you.
- Email Support: You can reach us via email at support@digiderm.co.uk for any queries related to accessibility.
- WhatsApp Support: Message us at 07928 528 269 to speak with a representative who can assist with your specific needs.
We are committed to ensuring that our services are accessible to all users and will work with you to address any barriers you may encounter.
- Credit and Debit Cards: We accept all major credit and debit cards, including Visa, MasterCard, and American Express.
- PayPal: For users who prefer not to enter credit card details directly, PayPal offers a secure alternative for making payments online.
Please ensure your payment method is up to date and has sufficient funds to cover your consultation and treatment costs.
Yes, your feedback is invaluable to us at DigiDerm! We are committed to continuously improving our services and your experience. Here’s how you can provide feedback:
- Trustpilot: You can leave us a review on our Trustpilot page.
- Email: You can email us your feedback directly at support@digiderm.co.uk.
- Survey: After your consultation, we often send a short survey where you can rate your experience and provide any comments or suggestions.
- Direct Call: If you prefer to speak to someone directly, you can WhatsApp message our customer service team on 07928 528 269. We value your insights and look forward to hearing from you.
We take all feedback seriously and use it to enhance our services and better meet your needs.
Your feedback is also welcome, as it helps us to continually improve and provide the best care possible.
- Custom Accommodations: We tailor our services to meet your specific needs. Please inform us of any specific accommodations you require when scheduling your appointment.
- Technical Assistance: If you require technical assistance during a consultation or when navigating our platform, our team is ready to assist you.
- Contact Us: For any special requests or to discuss your needs, please contact our support team at support@digiderm.co.uk or via our WhatsApp support.
- Interpreter Services: If you require an interpreter or translation services during your consultation, please notify us in advance so we can arrange the necessary support.
- Contact Us: To discuss your language needs or to arrange for interpreter services, please contact our support team at support@digiderm.co.uk or via WhatsApp.
Quick Links
Information
WhatsApp us