Help & support

Find answers to common questions about National Health Online, our use of AI, and how to get support if you need it.

Frequently asked questions

Is National Health Online an NHS service?

National Health Online is a private telehealth platform designed to work alongside NHS services, not replace them. You should remain registered with an NHS GP practice and use emergency services (999) or NHS 111 when needed.

Does AI make the diagnosis for me?

No. AI tools can help organise your symptoms and support clinicians, but they do not provide a diagnosis or make prescribing decisions. A human clinician always reviews your case before any treatment is offered.

What should I do in an emergency?

If you have severe chest pain, difficulty breathing, heavy bleeding, signs of stroke, a serious accident or feel you are in immediate danger, call 999 or attend A&E. Do not wait for an online response.

How is my data protected?

Patient information is handled in line with UK data protection principles, with role-based access and security controls. For details, see our Privacy Policy.

AI and safety

AI features in National Health Online, such as the Symptom Checker and clinician assistant, are designed to support decision-making but not replace it.

A clinician remains responsible for assessing your case and deciding on any prescription or next steps.

For more detail, please read our Regulation & Safety information.

Contact support

If you have a question about an existing consultation or need technical help with the platform, please use our secure contact form.

Go to Contact and include as much detail as you can (but do not include full names or highly sensitive information in the message field).

If you are in crisis or immediate danger

National Health Online is not an emergency service. If you think you might hurt yourself or someone else, or are otherwise in immediate danger, please seek urgent help now.