A patient shares their recent experience of the Virtual GP service..
“I was on a short break away from home—still in the UK—when I suddenly felt a familiar pain around midday. It was the kind of discomfort that stops you in your tracks, the sort that instantly brings back memories of previous flare-ups. I recognised the symptoms from a condition I’d dealt with before, and I knew from experience that things could worsen very quickly if I didn’t get antibiotics. Because I was nowhere near my usual GP and couldn’t get an in-person appointment on short notice, I turned to the app I had recently signed up for. I submitted a request for a virtual consultation, not knowing how long it might take or what the outcome would be.
To my complete surprise, a GP called me back within 12 minutes. That level of responsiveness alone felt remarkable. The doctor greeted me warmly, immediately put me at ease, and began asking clear, thoughtful questions. They listened carefully as I explained the recurrence of my symptoms and the pain I was experiencing. Without hesitation, and after a thorough review of my history and current presentation, the GP confirmed my suspicions: I would need antibiotics, and I would need them quickly.
What really stood out in that moment was how well the doctor communicated each step of the process. They explained exactly how the digital prescription would work and how I’d receive a unique code on my phone. With that code, I could walk into any pharmacy and collect my medication without delay. There was no confusion, no complicated instructions—just a simple, seamless plan. By 12:30 pm, less than an hour after the pain had started, I already had the medication in my hand and had taken the first tablet.
The entire experience was astonishingly smooth. What could easily have spiralled into a stressful, painful interruption to my weekend was resolved in record time. I was able to continue my break, enjoy my plans, and not worry about spending hours travelling to an unfamiliar clinic or waiting at a walk-in centre. The speed and convenience didn’t just save me time—they genuinely saved the quality of my trip.
The professionalism of the GP and the compassion they showed in understanding my symptoms were beyond compare. Even though the appointment took place over the phone, it never once felt impersonal. The doctor’s tone was warm and considerate, acknowledging my discomfort and validating my concerns. They didn’t rush me, didn’t make assumptions, and didn’t treat the call like a box-ticking exercise. It felt like a real, attentive consultation delivered with the same care as an in-person appointment.
What impressed me most was how effortless the entire experience felt from beginning to end. Being away from home makes dealing with health issues ten times more stressful. Without my usual GP surgery nearby, I might have spent half the day searching for local services, calling urgent care centres, or waiting anxiously to be seen. But with the virtual service, I never felt stranded or unsure about what to do next. Every step was guided, every instruction was clear, and I always felt supported.
It was also incredibly reassuring to know that high-quality clinical care could be delivered remotely without compromising on safety, accuracy, or empathy. The GP made sure I understood the treatment plan, checked whether I had access to nearby pharmacies, and offered advice on what to do if my symptoms changed. All of this was done with a level of kindness that made me feel genuinely cared for, rather than just processed.
Resolving a potentially trip-ending issue so quickly gave me a newfound confidence in accessing healthcare while travelling. It highlighted just how transformative digital healthcare can be—especially in moments when you need help most. Instead of worrying, panicking, or delaying treatment, I was able to take action immediately and focus on enjoying the weekend I’d been so looking forward to.
This experience truly showed me the power of accessible, responsive, patient-centred digital care. It not only saved my weekend but also reshaped how I think about getting medical help when I’m away from home.”
To respect the patient’s wish for anonymity, we have not included a photograph.
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