Frequently Asked Questions

About Skinwell

Common questions regarding about skinwell.

What is Skinwell?

SkinWell is the UK's best AI-powered tele-dermatology platform that connects you with GMC-registered dermatology practitioners through secure video consultations. It combines artificial intelligence with expert medical care to offer fast, convenient, and affordable dermatology services from home, including care for acne, eczema, psoriasis, skin cancer concerns, and more.

How does online dermatology work?

Online dermatology allows you to consult qualified dermatology practitioners remotely. You upload photos, complete a medical questionnaire, receive an AI-powered assessment, and attend a video consultation where a verified GMC-registered dermatology practitioner provides diagnosis, treatment recommendations, and prescriptions if needed. The prescription will be delivered to your home on the same day or next day.

Is Skinwell a replacement for my GP or NHS dermatologist?

No. SkinWell complements NHS services by offering rapid access for non-emergency dermatology needs. For complex or urgent cases, SkinWell refers patients to NHS or specialist clinics to ensure appropriate care.

Who are the dermatology practitioners on SkinWell?

All dermatology practitioners are GMC-registered practitioners with extensive dermatology experience. They undergo credentialing, background checks, and ongoing performance monitoring, and their profiles are available for patients to view.

Getting Started

Common questions regarding getting started.

How do I sign up for SkinWell?

You can sign up via the mobile app, create an account, complete your medical profile, upload photos following provided guidelines, and book a consultation. Registration takes only 2 minutes.

What do I need for an online dermatology consultation?

You need a device with a camera and internet, clear photos of your condition, medical history details, a private space for the call, and a payment method.

How long does it take to see a dermatology practitioner online?

SkinWell offers flexible scheduling based on the practitioner's availability and your preferences.

Do I need a GP referral to use SkinWell?

No referral is needed. However, SkinWell can coordinate with your NHS GP if you already have an NHS dermatology pathway.

Services and Treatments

Common questions regarding services and treatments.

What skin conditions can SkinWell treat?

SkinWell treats many dermatology conditions such as acne, eczema, psoriasis, rosacea, infections, hair loss, scalp issues, skin lesions, mole assessments, and cosmetic dermatology concerns, among others. Some conditions requiring procedures are referred out.

Can I get prescription medication through SkinWell?

Yes. All registered dermatology practitioners can issue prescriptions electronically for delivery through our pharmacy provider. All prescriptions will follow GMC prescribing guidelines.

Does SkinWell offer skin cancer screening?

Yes. Our services include mole assessment, lesion evaluation, and urgent referrals when needed.

Can SkinWell help with cosmetic dermatology concerns?

Yes, SkinWell also provides expert guidance on anti-aging treatments, pigmentation issues, acne scarring, and skincare recommendations.

How It Works

Common questions regarding how it works.

How does the AI skin analysis work?

AI analyses uploaded photos, identifies potential conditions, evaluates severity, flags urgent cases, and assists dermatologists. All AI outputs are reviewed by a GMC-registered dermatology practitioners. Your personal details such as name, phone number, or email are not used in the AI analysis.

What happens during a video consultation?

Dermatology practitioners review your history and photos, discuss symptoms, assess skin via video, provide a diagnosis, prescribe treatment, arrange follow-ups, and answer questions.

Can the dermatology practitioner see my skin clearly through video?

Yes. Mobile and computer cameras generally provide sufficient clarity. Platform guidance ensures optimal lighting and angles.

What happens after my consultation?

You receive a written summary, treatment plan, prescriptions, educational resources, follow-up options, and secure messaging access. Our pharmacy partner delivers prescriptions to your home.

Pricing and Payment

Common questions regarding pricing and payment.

How much does SkinWell cost?

Consultations start from £99 and varies with the practitioners experience and qualifications. We are working on introducing subscription plans with additional benefits.

Does insurance cover SkinWell consultations?

Many insurers are beginning to cover tele-dermatology. Skinwell is establishing partnerships with major UK providers. Receipts can be submitted for reimbursement.

Can I use SkinWell through the NHS?

Not yet. SkinWell is private but aims to partner with NHS trusts. With consent, consultation notes can be shared with your NHS GP.

What payment methods do you accept?

SkinWell accepts major credit cards, Apple Pay, Google Pay, bank transfers for payments (powered via Stripe), and HSAs where applicable.

Privacy and Security

Common questions regarding privacy and security.

Is my personal health information secure?

Yes. SkinWell uses end-to-end encryption, secure UK servers, GDPR compliance, ISO 27001 standards, and strict access controls.

Who can see my medical records?

Only your dermatologist, the clinical governance team, and you. Sharing with GP, specialists, or insurers requires consent.

Are video consultations recorded?

They may be recorded with your consent for quality and training. You can opt out.

Is SkinWell CQC registered?

Yes. SkinWell is regulated by the CQC, ensuring compliance with safety and quality standards.

Technical Requirements

Common questions regarding technical requirements.

What devices can I use SkinWell on?

SkinWell works on iPhones, Android devices, tablets, PCs, and Macs via major browsers.

What internet speed do I need?

Minimum 2 Mbps download / 1 Mbps upload is required, with 10+ Mbps ideal for HD video.

What if I have technical problems during my consultation?

Support is available via in-app chat, phone, email, and automated diagnostics. Consultations are rescheduled free if issues arise.

Do I need to download an app?

Yes, SkinWell apps are free to download and offer a better experience with notifications, photo tools, and secure login.

Appointments and Scheduling

Common questions regarding appointments and scheduling.

How do I book an appointment?

To book an appointment, sign up or log in to your account, upload clear images of your skin condition, complete your medical history, select your preferred dermatology practitioner and care plan, and proceed with payment to confirm your booking.

Can I choose my dermatologist?

Yes. You can view qualifications, experience, languages, and availability before selecting.

What if I need to cancel or reschedule?

Free cancellation is available up to 24 hours before the appointment. Late cancellations or no-shows incur charges.

Can I have an urgent same-day appointment?

Yes. Subject to practitioner availability, same-day appointments can be booked through the app.

Follow-Up Care

Common questions regarding follow-up care.

Do I need follow-up appointments?

Depends on your condition. Chronic conditions require monitoring; certain acute cases may not need follow-ups.

Can I message my dermatologist between appointments?

Yes. All our plans include secure messaging for questions, updates, and photo uploads.

What if my treatment isn't working?

You can message your dermatology practitioner, upload new photos, or book a follow-up. Discounts apply in some cases.

Can I get repeat prescriptions?

Yes. Dermatology practitioners can issue repeats after reviewing your request, typically within 24 hours.

Prescriptions and Pharmacy

Common questions regarding prescriptions and pharmacy.

How do I receive my prescriptions?

Prescriptions are sent electronically to our pharmacy partner for home delivery. They will contact you for payment and delivery details.

How much do medications cost?

Costs vary by medication type, dose, brand, and quantity. Common treatments range £5-£80.

Are prescriptions included in consultation fees?

No. Medications and delivery are charged separately.

Can I use my NHS prescription?

Yes, NHS prescriptions can be used at any NHS pharmacy. SkinWell prescriptions are private.

For Specific Groups

Common questions regarding for specific groups.

Can children use SkinWell?

Yes. SkinWell treats paediatric conditions. A parent must manage the account and attend consultations.

Is SkinWell suitable for elderly patients?

Yes. It's ideal for mobility challenges and age-related skin issues. Support is available for tech assistance.

Can I use SkinWell if I'm pregnant or breastfeeding?

Yes. Dermatology practitioners will ensure treatments are safe during pregnancy and breastfeeding.

Do you treat all skin types and ethnicities?

Yes. Our AI and dermatology practitioners are trained on all skin tones (Fitzpatrick I-VI), ensuring inclusive care.

Emergency and Urgent Situations

Common questions regarding emergency and urgent situations.

What should I do in a dermatological emergency?

Call 999 or visit A&E for emergencies like anaphylaxis, severe blistering, spreading infection, or suspected meningococcal rash.

When should I see a doctor in person instead?

When conditions require biopsy, physical procedures, stitches, or deeper examination.

What if my condition gets worse after consultation?

Message your dermatologist, upload updated photos, or seek urgent care if severe.

About Our Service

Common questions regarding about our service.

Is tele-dermatology as effective as in-person appointments?

Research shows 85-90% diagnostic accuracy for common conditions, with high satisfaction and comparable outcomes.

Why is SkinWell better than searching online?

Self-diagnosis is risky. SkinWell offers expert evaluation, personalised treatment, prescriptions, and monitoring.

How is SkinWell regulated?

SkinWell follows CQC regulation, GMC standards, GDPR, MHRA rules, and robust clinical governance.

Can I trust online medical advice?

Yes. SkinWell ensures advice only from GMC-registered dermatologists, with transparent credentials and governance.

Getting Help

Common questions regarding getting help.

How do I contact customer support?

Support is available through in-app chat, email, phone, and help centre.

What are your opening hours?

Consultations: Mon-Fri 8am-8pm, weekends 9am-6pm. Support: Mon-Fri 8am-8pm, Sat 9am-5pm.

How do I provide feedback?

You can submit post-consult surveys, app store reviews, direct emails, or join advisory sessions.

How do I make a complaint?

Email complaints@skinwell.uk or call the hotline. Formal investigations occur within 20 working days.