FAQs

By creating an account you can message us securely and we’re able to keep all your health information in one place. It’s important you don’t share your account with anyone else and that you only create a single account. If you create a second account it’s likely to delay your care. If you’ve forgotten your password we provide a simple-to-use password reset process. If you’re still locked out of your account or can’t remember your details, you can always get in touch with us at hello@myya.health

Our regulator the Care Quality Commission requires us to confirm your identity. We do this by asking you to take a selfie and a photo of a document that has your name on it. You only do this once. When you return for a new visit or follow-up, we’ll have your identity checked already. Please make sure that you have your valid photo ID to hand. You’ll then be prompted to take a photo of yourself (a selfie) to be used as a comparison against the photo on your ID. We can accept: Passports Photo Driver’s Licenses National Identity Card We’re can’t accept anything other than valid photo ID, which means we're unable to accept the older paper form of a driver’s license. For children & teens, we need to confirm you are the child’s legal guardian. You will be asked to show on video and upload a photo of one of these documents: Full or long-form birth certificate Formal adoption papers or certificate Your child will need additional ID (red book, student ID, etc). It’s important that the document includes your name as the parent or legal guardian. We will check that your account details match the certificate. It’s really important that you tell us your correct name, date of birth, and health details so that we know who you are and we can make the right healthcare decisions.

If you go to our log in page you can reset your password so long as you have access to the email address you registered with.

We need you to read all the information we provide online so you’re not able to create an account over the phone by calling us.If you’re visually impaired you could consider asking someone to help you with this step. You can also look at the FAQ question on accessibility. Our patient support team can book appointments over the phone If you don’t have an account or you aren’t yet verified, a member of the team can help guide you through the process. Please reach out at hello@myya.health and we can connect you.

Kompas Health Ltd (trading as Myya or Myya-x) gives you 24/7 access to Get Care online visits or video visits with GPs and Physician Associates (PAs) and Mental Health Nurse Specialists. We provide a convenient way to get a wide range of medical advice, diagnosis, prescription treatments and home test kits. On our web and with our app, you can see a clinician from wherever you are - at home, work, or get the health advice you need when you're abroad. We provide two types of care, Get Care online visits and video telehealth visits.

Choose a condition and answer our health questions. Make a secure one-time payment. One of our clinicians will review everything and ask you any follow-up questions within 24 hours. You’ll receive a secure message with treatment advice and private prescription. Choose to have your medication delivered in 1-2 business days from our partner pharmacy or pick up your medication at your local pharmacy. See FAQs for prescription delivery. If it’s not appropriate to give you medication for the condition you’ve selected or a request for a specific medication, we’ll explain why and ask you if you want an alternative treatment. Either way, we won’t charge you unless we can treat you.

Our clinicians are available 7 days a week, every day of the year. Get Care online visits are reviewed within 24 hours. Monday – Sunday, including bank holidays between 8am and 10pm. For video visits, appointments are available Monday- Friday from 8-8pm and Saturdays and Sundays from 8am to 12pm based on availability. Please check weekend appointments as these are limited. If you try and make an appointment outside of these hours, the next available video visit appointment will be offered.

Most of our services are available to anyone in the UK who’s 18 and over. Get Care online visits are for ages 18+ only. For children & teens, a video visit must be booked with a legal guardian or adult present on the screen.

You can log in your account to send a private and secure message, for our clinicians to review.

We’ll send you a home test kit in the post. All of these test kits are laboratory tests. Our packaging is discreet and doesn’t say what’s inside. We provide simple instructions so that you can collect your sample(s) and mail them back to our partner laboratory in the packaging we provide. We’ll tell you your test results in your Myya patient account. We’re here to answer any questions you have about your test results. Our partner laboratory is The Doctors Laboratory in London.

We aim to review all Get Care online visits within 24 hours. We’ll do our best to help you much faster than that. If you order a test kit we’ll dispatch it the same day or next working day. For video visits, you have booked and scheduled appointments, often these are same day or next day.

Myya is not an emergency service. If you have a medical emergency and you’re in the UK, you should call 111 or 999 or go straight to your nearest A&E. For non-emergencies, we can normally offer an appointment within four hours of booking, if not sooner. Most patients can get an appointment on the same day subject to appointment availability.

The registered pharmacy we work with supplies and dispatches medications that are recommended and prescribed by our clinicians if you choose to have your medication delivered. Our partner pharmacy is: ​ Signature Healthcare Services Limited trading as Signature Pharmacy, incorporated and registered in England and Wales with company number 10279084 whose registered office is at Unit 9, Concord Business Centre, Concord Road, London, W3 0TJ, United Kingdom. Signature Healthcare Services Limited is registered with the General Pharmaceutical Council with registration number 9012267, further details of which can be found at the following https://www.pharmacyregulation.org/registers/pharmacy/name/signature%2Bpharmacy (the “Pharmacy”). The Pharmacy’s superintendent pharmacist is Reece Samani, who is registered with the General Pharmaceutical Council with registration number 2211395. If you ordered a test kit, your test will be processed by our partner laboratory. Our partner laboratory is The Doctors Laboratory in London.

With Myya, you can see a registered GP or advanced practice clinician by video on your mobile phone, laptop or tablet. You can book adult, children & teens and mental health specialist visits. The clinician can offer medical advice for symptoms that do not require a face-to-face physical examination. To book an appointment, click on Start a Visit then Video Visit. You can choose to see the next available clinician or book a specific time in the future. Each appointment is 30 min long. Then fill out the booking form as prompted. You also have the option to attach photos to help the clinician more accurately diagnose your condition. If the clinician believes that you are in need of medicine or further care, you will receive a prescription or referral. Clinicians can write medical fit (sick) notes for issues where a physical examination is not required for the note. It is up to each clinician to make an individual assessment of you as a patient. Please note that pay-as-you-go patient referrals are for private care and cannot be referred to an NHS provider.

We are a private service and therefore not part of the NHS. However, you do not need to de-register from your regular NHS GP practice to make use of our service. Myya compliments your usual NHS service. All of our doctors are GMC registered (the UK regulating body for doctors). Our ANPs are fully qualified, highly skilled, and trained clinicians, who’ve undertaken post graduate training and masters’ qualifications in clinical practice. They are also registered with their respective bodies (NMC, GMC).

Most of the time you can get an appointment on the same day. Appointments are available 7 days a week, every day of the year. Get Care online visits are reviewed within 24 hours. Monday – Sunday, including bank holidays between 8am and 10pm. For video visits, appointments are available Monday- Friday from 8-8pm and Saturdays and Sundays from 8am to 12pm based on availability. Please check weekend appointments as these are limited. If you try and make an appointment outside of these hours, the next available video visit appointment will be offered.

If you have a hearing impairment, we recommend you book a video consultation which has the additional benefit of real time chat functionality or a Get Care online asynchronous visit with chat function. If you’re in the UK, are a user of the Relay UK system and wish to use it during your consultation, then please give us your TextNumber as your contact telephone number to all allow us to automatically connect to the RelayUK service when we call it. Where applicable and appropriate, on demand video BSL services can be arranged via Involve Interpreter who are available 24 hours a day, 7 days a week. For translation, we will use Language Line solutions (access to 200+ languages) where a translator can join the consultation in a 3-way video or phone call. For further support, contact our patient support at hello@myya.health

Online counseling from licensed mental health specialists and healthcare providers can help you manage your symptoms for a variety of mental and behavioral health issues. This includes CBT for mild to moderate depression, anxiety, stress, negative thoughts, coping and relationships. These are booked as 30 min video visits.

You can book a video visit for your child if they are between the ages of 1 and 16 years old. You will then have to fill in some basic information about yourself and your child. You’ll be asked to upload a selfie and picture of their birth certificate and/or valid ID or present these during the video visit. Children must be present during the appointment, just like any other appointment at a physical GP surgery. Children aged 16 and over can be seen on their own Myya account. Get Care online visits are only for those 18+.

If you've been sick for less than 7 days, we can provide a private fit note (also known as a sick note) to give to your employer. ​​Myya fit notes aren't valid for social security or statutory pay purposes. Getting a private fit (sick) note Book a video visit with one of our clinicians. If they think a fit note is needed, they’ll create one shortly after your appointment. You can view and download your fit note in your patient portal.

No. We use tracked Royal Mail letterbox delivery and you don’t need to sign for a medicine delivery or for the delivery of a home test kit. The only exception is when the quantity of medicine is too big to fit through your letterbox. If that happens, we’ll need a signature. If you’re worried about letterbox delivery because of children or pets or any other reason, please choose pick up in store.

Yes, all of our GPs and APPs (under the supervision and direction of the GP) can write you a private prescription (if appropriate) when you're in the UK/EU/EEA.

No. We are only able to offer private prescriptions as we aren’t part of the NHS.

We’re unable to give you an exact amount. The cost of private prescription medication is different to the standard NHS prescription charges and we have no control over what your pharmacy charges. Our doctors always try to prescribe the most cost-effective medicine and will let you know if it's going to be expensive. Please remember that exemption categories don't apply to private prescriptions. Also, if you're in Scotland or Wales, you will be charged for the cost of the medication, even if you normally get free prescriptions. For medications delivered via our partner pharmacy, you will receive a secure SMS and/or email with the payment link. This will show you the cost of your medication including free delivery. Upon payment, your medication will be dispensed and shipped. You'll also receive a tracking link. For medications picked up locally, you'll receive an SMS and/or email with a QR code. Show this to your local pharmacy. They can advice you of the cost of your medication which you can pay upon pick-up.

It’s an electronic prescription - they’re more convenient than a traditional printed one, and safer as they can only be redeemed once.

No. You can view your ePrescription in your patient portal where your full prescribing history is shared with you.

Video visits When you're in the UK, prescriptions can be collected from a local pharmacy or delivered to your door. At the booking process, select your preference for pick-up or delivery. Get Care online visits You'll be asked your preference for pick-up or delivery prior to submitting your chat visit. If you select delivery, a payment link for the medication will be sent to you via SMS and email at the end of your visit. All packaging is discreet and do not need to be signed for on arrival. For all medicine, your order will be dispatched on the same day (only in London) or next day (outside of London) if your prescription is approved before: 2pm on Monday to Friday, or 10:30am on Saturday For your local pharmacy pick-up, you'll receive a QR code via SMS and/or email. Show this to your pharmacist. They'll inform you with the cost of the medication. You can make payment upon collection.

For same day medication, select local pick-up from your pharmacy when submitting a chat visit or booking a video visit.

Certain medications can’t be prescribed through virtual clinical services. This includes controlled drugs (such as diazepam), strong opiates (such as morphine and tramadol), and medication that requires close monitoring (such as methotrexate). For mental health medications, we can't prescribed any antipsychotics, ADHD medication or controlled medication for insomnia. Before we prescribe certain medication such as some antidepressants, we may need some more information to make sure it’s safe to do so. Please upload the extra information when prompted before your appointment, so our clinicians have everything they need to help you.

"Off-label" use means that the medicine is licensed but being used in a way that is different to that described in the licence. Some examples of "off-label" uses are: · Using a medicine for a different illness to that stated in the licence. Clinicians may have found that the medicine works very well for this illness or condition. This use may be supported by expert groups, but the drug manufacturer has not extended the licence · Using a medicine at a different dose than stated in the licence "Off-label" medicines are only prescribed after careful consideration of other options available but it's a relatively common practice. When our clinical team prescribe medicines "off-label" we only do it when we've read information from medical publications supporting its use and may also have taken advice from other experts. We'll only prescribe a medicine "off-label" if it's the most appropriate medicine for you and your illness or condition.

Our clinicians come from a variety of backgrounds. You can read more about our team in About us. All our doctors are General Practitioners (GPs) who are registered and hold a current licence to practice with the General Medical Council (GMC). They have at least 5 - 10 years’ post-graduation experience and all undergo the regulatory monitoring of their medical practice through the annual appraisal system. Our Advanced Practice Practitioners (APPs) which includes Physician Associates and Mental Health Specialised Nurses are also highly skilled and trained clinicians that have additional post graduate training and Masters qualifications (alongside a nursing degree for nurses) that enables them to independently examine, assess, make diagnoses, treat, prescribe, interpret results and make referrals for certain patients who present with symptoms. Read more about Physician Associates here

Our GPs are UK-qualified and registered with the GMC and IMC. Our APPs are UK or US-qualified and registered with the appropriate UK regulatory bodies (GMC or NMC). While the majority of our GPs and APPs are UK based, some provide consultations from Europe or elsewhere. This allows us to provide a 24/7 international service.

For video visits and certain health conditions you can choose to speak with a GP, Physician Associate or a Mental Health nurse specialist. You can also choose a clinician by the areas they specialise in, by name if you’ve seen them before or by gender if you’d prefer to speak to a male or female doctor. We've also allocated certain clinicians for specialised treatments such as functional medicine, menopause or mental health. For Get Care message visits, we work together as a team to deliver a fast, efficient and safe service. You may have a different clinician for different requests but you will always have a visit start and end with the same clinician for better communication. For chats, you can always comment in your messages who you'd like to speak with. We'll always try to accommodate your preference.

Yes, our GPs and APPs (under the supervision and direction of the GP) can prescribe medication and write private prescriptions when you're in the UK/EU/EEA, if deemed necessary during your consultation.

All of our Get Care online visits are £20. For video visits, all visits are 30min, the cost is £55 for the mental health specialist, £65 for adults and £75 for children & teens. The price includes doctor's review, treatment advice and private prescription. All visits include 3 days of unlimited chat support from the day of the initial visit. Our fees doesn't include the cost of the private medication.

No, Myya doesn't offer subscriptions or regular memberships.

Please check with them before booking an appointment. For one-off appointments, we provide a receipt after each consultation.

For Get Care chat visits and video visits, the price includes writing the prescription but not the cost of the medication when you fill it. Our clinicians write private prescriptions when you're in the UK/EU/EEA, so the cost of medicines is usually different from the standard NHS prescription charges. Sometimes it works out cheaper than the NHS charge or could be a little more. We have no control over what your local pharmacy will charge. Some charge for fulfilling a private prescription. We always try to prescribe the most cost-effective medicine and will let you know if it's going to be expensive.

All payments must be placed online via our website. We cannot place your order over the phone. For Get Care chat visits, you will receive a payment option prior to submitting your visit. For video visits, payment will be taken when booking the visit. Please see our terms and conditions for our cancellation and refund policy. We accept payments using Visa, Mastercard, and American Express cards. We use Stripe, a secure payment platform. Your payment details will not be stored after a payment has been made.

If you are having trouble making a payment, please contact our patient support team at hello@myya.health

The best way of accessing Myya is through our site www.myya.health using your smartphone, tablet or laptop. Myya works on most computers with Windows or Mac, Android or Apple. You'll need a good internet connection plus a camera and/or microphone for your video visits. For the best experience of the platform on a computer, we recommend using the latest version of Chrome.

If you are having difficulties accessing the consultation you can cancel your booking before the scheduled consultation time. For full details on our cancellation policy, please view our terms and conditions.

You should keep your login information secure and not share it with anyone. Only use your own smartphone or tablet to use Myya and do not access your account on any shared devices, for example a family tablet or company phone. Ensure you do not make a note of your login details on a shared device. All video visits should take place in a private place, never in a coffee shop, library or somewhere that’s open to the public.

We’re very sorry to hear that you are unsatisfied with our service. We take all feedback seriously, so please let us know your problem and we'll do our best to remedy the situation. If you would like to make a complaint, please get in touch using the following details: Email: hello@myya.health Making formal complaint If you would like to make a complaint about the service or treatment you received, please contact us by email.

We're able to manage primary, urgent, and chronic care via our virtual platform - we can even perform some physical exam for school or camp requirements via video visit. We can manage any referrals to private specialists, provide fit or sick notes and order investigations (lab tests, x-rays and other). For common medical issues, we offer Get Care online visits that are quick, simple, easy to use and personalised. Read more in What we treat.

Myya is not an emergency service. For medical emergencies, you’ll need to call 111/999 or go to your nearest A&E in the UK. Here are examples of some of medical emergencies we don’t treat: Difficulty breathing or severe shortness of breath Chest pain/suspected heart attack Suspected stroke or seizures Severe pain especially of sudden onset Severe infections High fever in unwell infants Obstetric or pregnancy complications Severe bleeding Serious trauma to head, spine or limbs (e.g. broken bones or burns) Severe mental health concerns (e.g. self harm, suicidal thoughts or psychosis) Dental issues (if our clinicians identify that your symptoms are related to a dental issue they will sign post you to dental services for further assessment) There may be some cases where the Myya service is not recommended: You have a symptom/disorder that requires a physical examination, for example, you need to have your chest listened to, ear examined, or to provide a sample. You are in need of controlled drugs. These are not prescribed via Myya You are in need of medicines containing pregabalin (Lyrica) or gabapentin (Neurontin). You want to start treatment that requires long-term and regular medical contact. You are in need of a fit (sick) note that may last for a long time.

Yes, book a video visit for referral requests. Our clinicians can provide you with a specialist referral letter for private referral if they think you need to be referred for further treatment. There is no additional charge for providing the referral letter. We cannot refer into the NHS but we can send your GP a letter of recommendation. In some instances, we can refer into specific NHS mental health trusts.

If it’s a condition we can’t treat, we will be able to help point you in the right direction of the best onward care or recommending the appropriate assessment. For instance, our clinicians can complete a referral letter for you to see a specialist privately. You can also use the personal advice you receive in your consultation notes to discuss treatment options with your local NHS GP. For Get Care online visits, you don't have to pay. For video visits, payment for the consultation is final. Please refer to our terms and conditions for more information.

We can advise you on the type of investigation options recommended and you can discuss these with your NHS GP. If necessary, we can also refer you to a private GP or specialist for further evaluation and diagnostic testing. For certain tests, our clinicians can arrange some diagnostics tests such as blood work, ultrasounds and MRI scans privately.

We ensure that all patient data held by us is protected and stored on secure servers. Read more in our privacy policy.

You have 24/7 access to your patient record. You can read current and previous chat messages, Get Care online visits and recommendations from your consultations. You

Your personal health and medical information is stored on secure servers. This includes information like: your primary care information; information about your medications; and any information about a diagnosis of illness or other problems. Your health data will be stored and processed in the UK only. We may sometimes need to work with companies outside of the UK or European Economic Area (EEA), including Kompas Health affiliate companies or Curoflow, to help us deliver services to you. This will always be in line with applicable data protection laws and will include using appropriate safeguards such as the execution of appropriate data transfer agreements incorporating European Commission approved Standard Contractual Clauses along with other safeguards where appropriate or confirming other controls to comply with UK data protection requirements. Read more in our privacy policy.

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Our pharmacy is a UK-only service. We will only deliver to confirmed UK addresses.

People of any nationality can use our service.

Kompas Health Ltd (trading as Myya, Myya-x) is registered in both the UK and EU. Our doctors are dual registered in the UK and EU/EEA. If you're in a country outside the UK/EU/EEA, we will provide advice on the best course of action. You will be able to collect your medication 'over-the-counter' in many countries, but we recommend that you seek local advice when seeking a trusted pharmacy. Other countries are subject to strict regulatory rules and you may need a prescription from a local doctor before you can collect your medication. Our clinicians can recommend appropriate medication during your consultation, but we can't guarantee that you'll be able to source the medication without a local prescription. We can provide an advisory service, but you may need to seek advice and prescription from a local doctor.

You can speak to one of our clinicians wherever you are in the world for advice regarding your health concern.