Section 1: Registration & Booking Process.

1. How do I register for the GP support service?
   • You will receive an email notification to welcome you and introduce you to the service.
   • A subsequent email will ask you to register on the Centric Health booking app called MyCentric, using your work email address.
   • You will receive an email verification to complete your registration.
2. How do I book an appointment?
   • In order to book an appointment, log in to the MyCentric app click on the booking appointment tile and select the most suitable slot available.
3. When can I expect my consultation to take place?
   • Online and phone consultations are available 24/7
   • We will try and provide a time and date that is convenient for you where possible, normally within 48 hours, however please note availability may vary during peak times.
4. Can I choose to speak to a male or female GP?
   • Yes, but this may delay the availability of an appointment, so if you want a prompt appointment, it is better to choose the next available slot..
5. Can I choose a video consultation as well as a phone consultation?
   • You have the choice of a telephone or video consultation with the GP.
   • If you choose a phone consultation, the digital doctor will ring you on the mobile number you give when booking your appointment.
   • If you choose a video consultation, you will be sent an email with a link to click on and the video consultation will then take place.
6. Is there a limit on the number of consultations I can have?
   • No, you can contact the service as often as needed.
7. Can I have a consultation for my family too?
   • No, this service is available for IBM employees ONLY.

Section 2: Clinical-related Issues

1. What happens if the GP recommends that I need to have a physical GP consultation because my symptoms require a physical examination?
   • A key part of this service is that we can arrange for you to see one of Centric Health’s GP’s in one of five clinics that are located close to IBM's two facilities.
   • If you wish to choose this option, a member of our patient care team will contact you and offer you an appointment at the most conveniently located clinic - Grafton Medical, Dundrum Medical, Clifton Court Medical, Blackrock Medical and Castleknock Medical.
   • If you have your own GP and you would prefer to see him/her for your physical examination, please arrange that appointment yourself.
2. Can I call in emergencies?
   • You must not use the service for emergencies or urgent conditions as this may delay necessary treatment. Contact emergency services on 112 please.
3. Can the GP issue a prescription?
   • Yes, where clinically appropriate, prescriptions are issued and sent directly to the patient’s nominated pharmacy.
   • Our patient care team aims to process prescriptions on the same day, but this is influenced by the opening hours of the pharmacy and the time of the consultation.
4. Can the GP issue repeat prescriptions?
   • In line with clinical best practice guidelines for remote prescribing, our GPs are unable to issue long-term, repeat medication.
   • Should you require repeat prescription medication, it is in your best interests to be seen by your regular GP.
   • Our GPs can offer advice on the medication you are taking and may be able to offer short-course medication depending on the symptoms presented.
5. Can your GPs issue sick certificates?
   • If it is clinically appropriate, the virtual GP can issue a sick certificate, but if your employer requires a social welfare certificate, this can only be issued after a physical GP appointment, so you will have to escalate to a physical GP appointment for a social welfare certificate.
6. Can the GP issue referrals to specialists?
   • Should the GP feel that you would benefit from seeing a consultant or specialist, they can provide you with a private referral letter, but again, the preference for any private referral is after the GP physically sees the patient in person, and therefore referrals are normally arranged only after the escalated appointment is made.
7. Once I have a physical escalated appointment arranged in one of the five Centric practices, does that mean that I am registered with that practice?
   • Yes, you are now registered at that practice and for any further non-digital doctor appointments, you can contact that practice directly yourself as a private patient.
   • However, there may be delays in getting an appointment if you go directly to the practice, especially during the autumn/winter period.
8. How long will it take to get an escalated physical GP appointment after the digital one?
   • We try to arrange an appointment within 48 – 72 hours, but please note availability may vary during peak times.
9. How do you recruit your GPs? What qualifications do the doctors have?
   • Our doctors are recruited via a rigorous interview process through our HR vetting and clinical team, which ensures that GPs are qualified, experienced, and knowledgeable to an equivalent standard to your own GP. Our minimum criteria requires that our GPs:
     • are currently practising as a GP in Ireland and have at least 2 years experience
     • have a Bachelor of Medicine Degree and are registered by the Irish Medical Council
     • are members of the Irish College of General Practitioners and are Garda-vetted
     • Provide complete document evidence that they are suitably qualified
     • Provide at least 2 references to support their skills and experiences

Section 3: Data security & confidentiality

1. How are data and records stored?
   • All patient data and records are stored on our patient management system, in a secure
     data centre which is only accessible with multifactor authentication by authorised
     personnel.
2. Is the service confidential?
   • Yes. Patient confidentiality is very important, any records remain confidential.
   • Our GPs follow clear guidelines about sharing clinical notes with the patient’s own GPs; when appropriate and with the patient's explicit consent, we send any relevant medical notes, including consultation notes for any prescriptions or referrals issued, to the patient’s own GP.
3. How long will my personal data be held on the systems?
   • Clinical records are held in accordance with the HSE recommended retention periods for
     general practice and telehealth records.
   • In all cases, records would be maintained for a minimum of ten years.

Section 4: Technical Issues

1. If I am not able to register or make a booking, who do I contact and how long will it
   take for them to contact me?
   • The MyCentric booking app is a very user-friendly and reliable platform.
   • If you have any difficulties either during the registration process or the appointment booking process, please contact us at centricgpsupport@centrichealth.ie and one of our patient care team will respond to your query.