Practitioner FAQs

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

Your Account & Managing time in the calendar

Your Account & Managing time in the calendar

How do I allot time in the calendar?

You can access your calendar either through the naytal Home page and choosing the 'Set Your Appointment Availability' button, or going directly to your Appointments page. Once on the appointments page, you can click directly on the calendar and drag to set your availability. You can also go to the 'Add Availability' button on the top-right of your desk-top. It is each health expert's responsibility to update their calendar.

Can I change my time week by week?

Yes of course! Naytal is set up to be flexible around you. We just ask that you try and provide a minimum of 6 hours over the course of the week. Once you have scheduled your time, this will be shown as available in your profile and women will be able to book appointments. You will not be able to amend time after a booking has been received for that time period.

How do I change my password?

In the 'Account' section, you can choose 'Request Password Change' and a password reset link will be sent to your registered email address.

How do I amend or update my Naytal biography?

Please contact support if you would like to make any changes to your biography, such as updated qualifications. Each biography has been specifically written to maximise your visibility on search engines, therefore increasing your chances of receiving bookings.

How do I change my account email?

If you would like to change your registered account email, please contact us at healthexperts@naytal.uk

How do I join an appointment?

There are multiple ways to join an appointment:

  • On your naytal Home page, you will see 'Today's Agenda' and a link to 'Join' your next appointment.
  • Within your Appointments page, you can click directly on your next appointment in the calendar.
  • You can click to join the appointment directly through the meeting invitation sent to your registered log-in email address calendar.

What are the notifications to 'accept' appointments?

When a woman books an appointment for a consultation with you, you will receive a notification of the booking to your registered email address and also to the notifications dashboard on your naytal Home page. Please accept this appointment as soon as possible to confirm it. If we have not received a response from you within 48hrs, or 24hrs prior to the appointment scheduled, we may contact another health expert to deliver the appointment.

Payment

Payment

How does payment work?

We pay on a ‘by appointment basis’. A customer will be charged at the point of booking and we manage all payment and invoicing on your behalf, paying you monthly for all appointments completed in that month. As health experts, you will be paid the agreed fee for each length of appointment completed. As we grow we hope to develop more appointment and messaging options - we’d love to get your views - watch this space!

When will I get paid?

You will be paid monthly for all your appointments completed that month. Payment will be made within 5 working days of the end of the month to the bank account provided when you set up your initial account details. Should you need to change this, please contact us.

Cancellations and Rescheduling

Cancellations and Rescheduling

My appointment didn’t show up - what happens next?

Sorry to hear this and we know this can be frustrating. If you were ready and waiting you will still receive payment for your time. We will contact the individual and try to rearrange an appointment for them.

What if I need to cancel or rearrange an appointment?

Appointments should only be cancelled or rearranged in extreme circumstances. Should you need to cancel or rearrange an appointment, please provide as much notice as possible as well as a brief explanation. You will need to contact us for the central team to cancel customer appointments.

Technology or Wifi Failure

Technology or Wifi Failure

What should I do if the Naytal tech fails?

Our tech is based on secure technology supported by a global provider which is an extremely reliable platform. In the unlikely event the site went down, our team will be working with this provider to bring the site back to live as quickly as possible. We will contact you with details of timelines and support customers to rebook any appointments that may have been missed.

What if my tech or Wi-Fi fails?

You are responsible for all equipment needed to access the Consultation, including connection to the Internet, active email account, camera enabling transmission of and streaming of audio and video. You must ensure that your system operates with appropriate security software to protect against the transmission of viruses and malware. If for any reason you are unable to access or are forced out of a consultation mid-way through, please try to rejoin it as soon as possible and contact us to let us know what happened.

Is there an IT person to support

We are working with a small tech team, however if you have any problems accessing or amending your account, please contact us.

Safety, safeguarding and consultation queries

Safety, safeguarding and consultation queries

What happens if I feel uncomfortable in a consultation, or a woman asks something I’m uncomfortable with? For example a prescription?

Each appointment will be unique, however safety is our primary priority. As a Naytal health expert, you will need to apply your professional judgment to each situation advising in the most appropriate manner. Where necessary, this will include ending a call early and directing an individual to their GP or to seek immediate in-person care. If you were made to feel uncomfortable during a consultation, please contact us to let us know what happened.

What if a woman requests more time at the end of her appointment?

We recommend that you provide a 5 minute warning to women prior to their appointment ending to ensure all questions are covered. If a woman requests more time, she will need to book a follow-up appointment with you.

What if a woman has a complaint? How will this be managed?

If a woman has a complaint, she can raise it through the contact us page. These will be regularly monitored and we will contact you to discuss the issue if appropriate. If the complaint becomes a dispute, Naytal will support each party to discuss in an amicable and professional manner to resolve the issue.

I have a safeguarding concern - who do I raise it with?

Each appointment will be unique, however safety is our primary priority. As a Naytal health expert, you will need to apply your professional judgment to each situation advising in the most appropriate manner. Where necessary, this will include ending a call early and directing an individual to their GP or to seek immediate in-person care. If you feel additional follow-up is required, please contact us and we will discuss with you the need to release additional identity data of the individual to notify their GP.

What if my patient asks me for an offline appointment or needs to be seen in person?

Naytal is an online only clinic supporting women across the UK. If a woman needs to be seen for in-person physical care, you will need to apply your professional judgment to each situation advising in the most appropriate manner. This could include GP, emergency care or signposting to a suitably qualified health expert in their local area. Please advise them that this may not be a Naytal expert. Please inform us (healthexperts@naytal.uk) in any instance where you have recommended offline care. This will help us to better understand the needs of our Naytal users and how we should develop future services to best support them.

What if I want to send information to my patient following the call?

All information should be provided, or signposted to during your appointment. If you do need to send additional follow-up information, please contact us. We can’t release individual women’s contact information for data protection purposes.

Last updated: 9th Aug 2021

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