Customer FAQs

Have a question that isn't answered below? Then get in touch with us.

About Naytal

About Naytal

What is Naytal?

Naytal is an online clinic dedicated to women’s health that connects women with specialist support, provided by leading reproductive health experts. We are a one-stop-shop where women can explore and instantly book virtual consultations, so that every woman is empowered to care for their reproductive health, on their own terms.

What is a virtual consultation?

A virtual consultation is one where you speak to your health expert through a video call on your device (either on your smartphone, tablet or computer), removing the need to visit them in a clinic. This means you can speak to our health experts at your convenience - from anywhere, at any time.

How do I use the Naytal service?

You will find step-by-step information on our How It Works page

Is my appointment confidential?

Yes it is. This appointment is exactly as it would be if you went to a clinic in person - except you can be in the comfort of your own home.

Is this technology secure?

Yes, completely secure. We take your confidentiality and privacy very seriously. The Naytal web portal is a bespoke web application which utilises stringent data encryption & security protocols, fully compliant with ICO standards. We only use partner providers who meet or exceed these standards, such as our payment provider - Stripe. For further information please read our privacy policy.

How do you choose your health experts?

We work very hard to bring you only the best support from Naytal. We only work with experts who can demonstrate three important things, Expertise, Experience and Empathy.

  • Expertise - All of our experts hold the highest qualifications in their field and are registered and accredited with the relevant, leading governing bodies within their professions.
  • Experience - Our experts have worked across the NHS and private practice for many years, and have a breadth of experience working with women in multiple health scenarios
  • Empathy - Our experts go through a thorough interview and vetting process to ensure you feel heard and listened to with every encounter

Do you prescribe medications?

No, none of our experts prescribe medications as part of their usual practice. Should you feel you need medication, we recommend you speak to your GP.

When should I not use Naytal?

Naytal does not replace urgent care. If you are concerned about your (or your baby’s) immediate welfare, we urge you to contact your hospital midwife team or local A&E department.

Naytal is not an emergency service and does not replace urgent care. If you are concerned about your (or your baby’s) immediate welfare we urge you to call your allocated midwifery team, NHS 111 or visit your local Accident and Emergency Department.

I live outside of the UK, can I access Naytal services?

We are currently only operating in the UK. If you are not based in the UK but would like to access our services then please contact us here and we will try our best to support you.

Do you offer in person appointments?

Naytal is currently an online-only platform. If you would like access to any of our services in person please contact us here and we will try our best to support you.

Does Naytal replace NHS care?

Naytal is an online clinic which provides alternative, faster access to fertility, pregnancy and postnatal health experts as well as additional supporting services to your core NHS care. Our women’s health experts can offer private care on a stand-alone basis as an alternative to the NHS. Our midwives do not replace your core NHS-led care, however they can provide consistent advice, support and guidance throughout your pregnancy and postnatal journey.

Appointment Scheduling & Rearranging

Appointment Scheduling & Rearranging

How should I prepare for my appointment?

We recommend that you use the notes section on the appointment booking to provide any background information that can support your chosen health expert to prepare for your appointment. For the appointment itself, it’s best to find a quiet room with a good WiFi connection where you’re not likely to be disturbed.

How do I rearrange my appointment?

Within your Naytal account and on your confirmation email, there is a link to reschedule your appointment. Alternatively, contact us and we’ll help you rearrange it. This can be done at least 24hrs before your appointment, however please give your Naytal expert as much notice as possible.

Can I cancel my appointment?

We recognise that your situation and plans can inevitably change from time to time. Should you need to cancel, please provide as much notice as possible. If an appointment is cancelled within 24 hours of the allotted time, unfortunately no refund can be given. Within your Naytal account and on your confirmation email, there is a link to reschedule or cancel your appointment. Alternatively, contact us and we’ll help you.

What if I am late to my appointment?

We understand that these things can happen. Your health expert will wait for you for a maximum of 15 minutes. After this point, you will unfortunately need to arrange another appointment.

I missed my appointment, what should I do?

We are sorry to hear that and we understand these things happen. Unfortunately, your Naytal health expert was ready and waiting for you. If this was something beyond your control, please contact us and we’ll see if we can help.

I didn’t receive an email confirmation - Is my appointment happening?

We’re very sorry to hear this and would like to look into this matter for you right away. Please contact us and a member of our team will get back to you to confirm or rearrange your appointment.

Something went wrong with my appointment. What should I do?

We’re sorry to hear this. Please contact us to tell us what happened and we’ll be in touch.

How do I make a complaint?

We are sorry to hear that you have an issue with our service. Please contact us here contact us and we will do our best to resolve the issue.

Accounts & Payment

Accounts & Payment

Can I delete my account?

Yes please contact us to request account deletion.

How do I reset my password?

If you have forgotten your password: From the login page, click the "forgot password" link and follow the instructions.

If you want to change your password: Click 'request password change' from the account page, you'll be sent an email with a link to change your password. Note that if you access your account via a social login, (Google, Microsoft, etc) you don't use a password to log in to Naytal.

Is my payment secure?

Yes, we use Stripe to manage our payments. Stripe is a certified PCI Service Provider Level 1 which means it meets the most stringent security standards in the Industry.

Can I claim these appointments on private health insurance?

At the moment it is not possible to claim appointments on insurance, however we’re currently working really hard to partner with the largest health insurers as well as GPs to change this.

How much does it cost to join Naytal?

It is free to join Naytal, you only pay for the services that you choose to book. We believe that all women should have access to expert care at affordable prices. As we grow we hope to develop more ways for you to access this care - watch this space!

Services we offer & how we can support you

Services we offer & how we can support you

Our health experts are here to support you with a number of questions or conditions you might currently be facing - a list of the most common is included below. If you don’t see your particular query listed, please get in touch with our team who will let you know if we are able to help.

Pelvic Health

Our Women's Health Physios are all Pelvic Obstetric & Gynaecological specialists, who can support you before and after birth to reduce pelvic pain and gently rehab and restore your pelvic floor and body to health & fitness.

Our experts can help you with:

  • Antenatal assessment and postnatal pelvic health assessment
  • Pelvic floor exercises (Kegels)
  • Pelvic prolapse (diagnosis, support and rehabilitation)
  • Diastasis Recti
  • Advice on returning to exercise
  • Bladder conditions (incontinence, urgency, emptying difficulties and pain)
  • Bowel conditions (incontinence, urgency, emptying difficulties and pain)
  • Sexual dysfunction (pain, vaginismis, reduced sensation)
  • Scar massage (following c-section, perineal tear or episiotomy)
  • Pelvic floor weakness and dysfunction
  • Pelvic or vaginal pain
  • Pregnancy or postnatal back pain or sciatica
  • Post gynae surgery
  • Gut issues

Our women’s health physios will have an initial consultation with you to discuss your needs and where possible, provide relevant information and rehabilitation guidance online. In some circumstances, an in-person assessment may be required and our team will help guide you to a verified pelvic obstetric and gynaecological physio specialist local to your area. Please note, this may not be a Naytal expert.

Lactation Consultants

Our breastfeeding experts are highly qualified International Board Certified Lactation Consultants (IBCLCs) who can support you and your baby with your feeding journey and beyond.

What is an IBCLC? Globally recognised, International Board Certified Lactation Consultants (IBCLCs) represent the highest professional qualification in breastfeeding and support. To achieve this qualification, individuals usually have a background as midwives, health visitors or breastfeeding counsellors. They undergo further additional training in breastfeeding and lactation issues and must total a minimum of 1000 hours of clinical experience working with women and babies prior to sitting the IBCLC exam.

Our experts can help you with:

  • Antenatal preparation for breastfeeding
  • Breastfeeding support, advice on positions and perfecting that all important latch
  • Colostrum harvesting
  • Feeding schedules
  • Tongue-tie and lip-tie advice
  • Mastitis
  • Breast pain
  • Milk duct blockages
  • Low or over-milk supply
  • Re-starting breastfeeding
  • Key milk transitions including introducing a bottle, combination feeding, reducing milk supply and weaning off breastfeeding.

Mental Health

Our experienced team of psychologists are here to provide support for your mental and emotional health, anxieties, relationship issues and any specific challenges you are facing.

All our experts have a special interest in helping women during this period of their lives and provide a wide variety of support, tailored towards your needs. Some examples include:

  • Birth / labour anxiety
  • Maternal identity
  • Depression
  • Body image
  • Birth trauma
  • Birth loss and miscarriage
  • Relationship dynamics
  • Sexual abuse
  • Maternal bonding
  • Fertility anxiety


Our experienced team of private midwives are here to care for you, providing reassurance and ongoing advice and support to answer any questions you have about your pregnancy, labour or postnatal period.

Every woman has their own unique questions about themselves, their birth and caring for their newborns. Our midwives tailor their responses specifically to you. Examples of questions include:

  • Understanding NHS appointments and key tests
  • Birth plan preparation
  • Postnatal care plan and support
  • What to expect induction, a c-section, a sweep
  • Gestational diabetes - what it means and how to manage it
  • Caring for a newborn, including baby stump care, bathtime, safe sleep.
  • Postnatal care for women, including stitches, scar massage and when to seek additional support.
  • Understanding Braxton Hicks
  • Advice on morning sickness, HG and how to reduce nausea

Have a question that wasn’t answered above? Then get in touch with us here.

Last updated: 1st Aug 2021

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