Frequently asked Questions
Select Profiles in Ada’s menu and choose your own name, you will be shown your profile and basic information. From here you can tap Edit this profile to be taken to the editing page where you can edit your basic information (name, sex and age), add your personal information (height and weight) and add your current medications and your allergies.
You certainly can! Ada is constantly learning and evolving, and user feedback is critical for this process. If you can’t find your health issue, or if you have any suggestions for changes, improvements or new features then we would love to hear from you! Inside the Settings tab of the menu there is a text box you can use to send us feedback directly.
For Ada, the trust of our users is the most important thing. If you have any questions or concerns regarding the safety of your personal information, please get in touch by emailing email@example.com and we will get back to you as soon as we can.
Your personalised Assessment Report
The assessment report provided by Ada is not a medical diagnosis. If you require medical advice the best approach is always to consult your doctor or other health care professional first. Our assessments are developed purely for informative purposes in order to help people better understand their health
Your personal health data is not stored on your phone. Ada stores personal information securely and encrypted in cloud-based servers that are located in the EU. When you sign up with Ada you are requested to create a password that enables you to get access to the app and your Digital Health Record. Keep this password confidential and don’t share it with anyone to keep your data safe.
Your information is stored for as long as you have an active account with Ada. When you delete your account, all your personal information will be deleted too.
When you leave the Ada app, you are automatically logged off. Your password prevents others from accessing the app. As no information is stored on the device itself, your information is not accessible to anyone.
Ada does not share your data with anyone unless you explicitly tell us to do so.
Ada Doctor ChatDoctor chat is currently only available to UK residents
Still feeling unwell? Connect directly with Ada's network of top doctors through your phone. It's simple, after you've finished your health assessment with Ada, confirm that you'd like to share your report with a qualified doctor for further consultation.
You can ask the doctor a question, upload photos and include more info via free text, no matter where you are. Our doctors will provide you with next steps advice and direct you to local healthcare services where appropriate.
You do not need to make an appointment. Just share your assessment with the doctor and they will respond to you as soon as possible.
Ada Doctor Chat is available to UK residents only. If you downloaded the Ada app when you were in the UK and are a UK resident, you may use Ada Doctor Chat from anywhere in the world.
Doing an assessment with Ada is completely free. You can do as many assessments as you wish.
If you choose to send an assessment to a doctor for their review and advice the cost is £18.99 per assessment.
Included in this price you will receive the following services:
- One of our experienced UK doctors will review your Ada assessment report and questions, along with any further details you choose to share (text or photographs)
- The doctor may ask you some more questions to help them give you personalised advice via Ada messaging
- Once they have all the information they need, the doctor will send you their review, which will include information about your symptoms and diagnosis, next steps advice, and a prescription for medicine if appropriate.
We accept all major creditcards to pay for your Ada Doctor Chat. All payments are processed in GBP.
The conversation you have with the doctor will be about the assessment you shared and your accompanying questions. Once your questions are answered and the doctor has advised you on what to do next, the doctor will end the consultation. If we don't hear from you, we will follow up with you to check that all is going well and provide additional advice if necessary. If we then don't hear from you within 24 hours, your chat will be automatically closed.
You can send your Ada assessment report and question(s) to one of our doctors for any medical concern you may have. The doctor who responds will be an experienced UK GP who will provide further information and medical advice based on the information you have shared with them. Ada Health is regulated by the Care Quality Commission and all of Ada’s doctors are GMC-registered GPs so you can be assured that you will receive a high quality and safe service.
Ada doctor chat is not an emergency service. If you believe your problem is a medical emergency you should seek advice and care from an emergency service rather than via the Ada Doctor Chat service.
Ada Chat is not a specialist service. Our doctors are general practitioners (GPs). If your problem requires specialist advice or care, the GP will provide you with further information and advice about accessing relevant specialist services. Alternatively, they may advise that you seek further care from your regular GP or another healthcare professional or service.
At the moment, Ada Doctor Chat is available in English only.
You can send your personalised health assessment to one of our doctors and they may prescribe medicine for you if it is clinically appropriate. The price of the Ada Doctor Chat includes the writing of prescriptions. To get a prescription you need to be 18 years or older. Our doctors can only create prescriptions for the primary account holder in the Ada account. This means that if your doctor chat concerns someone else, for instance your child, the doctor cannot write a prescription for your child.
Once a doctor has written the prescription, our pharmacy partner, Karepack, will deliver your medicine to your choice of address. You can choose to have your medicine delivered the same day (within the M25) or next day anywhere in the UK.
As this is a private prescription, you will need to pay for your medicine via Karepack. Our doctors should be able to provide an estimated price or price range for your medicine.
Ada Health is a private service and only issues private prescriptions at this moment. You will need to pay for your medicines when you pick them up at the pharmacy of your choice. Our doctors should be able to provide an estimated price or price range for the medication when prescribing for you but the exact price you have to pay at the pharmacy may differ from this.
As Ada doctor chat is a private healthcare service, we do not connect directly with your regular GP. Communication between healthcare providers is, however, very important to ensure your safety. If you and your Ada doctor agree that a prescription is in your best interests, you will be asked by the Ada doctor to consent to the information from the consultation being shared with your regular GP. If you would like us to do this, a summary of your chat consultation and prescription information will be posted to your regular GP.
You can always chat with our doctors about any medical concern, however, our doctors only offer prescriptions for a range of common problems. If the doctor believes you may need a prescription that is outside the scope of what they can offer they will suggest that you see your own doctor or seek referral to a specialist for further treatment. They will generally advise that you seek treatment advice and prescriptions for long term conditions from your regular doctor.
Ada doctors can provide prescriptions for a range of common health conditions, including the following:
- Urinary tract infections
- Contraceptive and morning after pills
- Common skin conditions such as acne and eczema
- Skin infections
- Digestive disorders
- Sexual health
We only provide prescriptions for patients aged 18 years and older.
Our doctors are available on weekdays, and on standby on the weekend. If you send in a message before 7PM on a weekday, you will receive an answer on the same day. Sometimes questions may be answered the next day due to busy periods and the need to prioritise more urgent questions. On weekends and Bank Holidays we cannot guarantee a same day service. However, we always try to respond to you as quickly as possible.
If you choose to send your report to a doctor, then you are consenting to receive medical advice and treatment where clinically appropriate. You are also consenting to sharing all the information in your assessment report with the doctor. The doctor will be able to see your past Ada reports to help them with their review, as well as any other information that you have entered into your Ada profile. We have very strict patient confidentiality processes in place and your information is only made available to those individuals who require access to it in order to provide you with high quality clinical information, advice and care.
By sharing your assessment, your assessment and the subsequent doctor chat becomes a medical record. We are required by law to retain this record according to the Records Management Code of Practice retention schedule.
Your feedback is important to us, as it helps us to improve our service. If you would like to provide feedback, please use the "contact us" form on the website. You can also leave feedback on our facebook page, via app-store reviews or by emailing firstname.lastname@example.org.
If you would like to make a formal complaint, please send an email to email@example.com
Complaints should normally be made within 12 months of an incident occurring or of the matter being brought to your attention. You can make a complaint for yourself or on behalf of someone else provided that you have the person’s written permission to do so (unless the person is a child, does not have the mental capacity, the person has died or there is power of attorney in place).
We will endeavour to respond to your complaint within 3 working days and a decision on how best to resolve your complaint will be taken by the complaints manager in discussion with you.