You’ve Got Questions - We’ve Got Answers!
Does my health insurance cover private appointments?
Every insurance company and policy is different, they also vary depending on which country you are from. We recommend contacting your Provider for more information on your individual policy. We are unable to accept payment directly from health insurers, however we can produce a receipt and you may be able to claim the cost back. It is best to check with your Insurance provider in the first instance.
If I see a private GP, will it affect my NHS registration?
If you book an appointment with one of our GPs, it will not affect your NHS registration. You are free to move between NHS and private care when you choose.
Who will I see?
At Vaila Health we carefully select a small group of experienced local GPs, who are accredited and registered with the General Medical Council (GMC). They will be familiar with the services available in your area, so you can be sure you’re in safe hands.
Can I make an appointment for my child?
Yes, we treat people of all ages.
Do we have access to your NHS notes?
No, we will take a full background history at the beginning of your consultation. Please bring any regular medication with you. Our service is designed to complement the NHS services and therefore we would encourage you to remain registered with your NHS GP. We would advise that valuable information be shared with them, although only if you give us permission to do so.
What services do we offer?
Just like your NHS GP, we can advise, examine, investigate, and prescribe treatment. We will also refer you to an appropriate NHS or Private Specialist Consultant when required.
Can I get a prescription?
When we issue a prescription, there will be a small administration fee. The Pharmacy will then charge you for the cost of the drug. Our Doctors have no control over the cost of the medication at the Pharmacy, but we will always do our best to prescribe the most cost-effective medication and to let you know beforehand if it is likely to be expensive.
If suitable we can prescribe your acute and repeat prescriptions. If you are going away on holiday, or for a prolonged period of travel, we can also provide prescriptions for this.
Common things people see us about?
Acute illness or pain
Chronic illness and disease
Sexual Health advice and screening
Vaccinations against common infection
If I need to, how can I complain?
The staff at Vaila Health strive to give our clients the highest possible standard of care, and to act quickly if problems arise.
If you have any comments, suggestions or complains on any aspect of the service we provide, please feel free to bring this to our attention as soon as possible to allow us the opportunity to address your concerns and, if necessary, conduct a full investigation.
What can I complain about?
You can complain about any aspect of the service we provide.
Who can complain?
In certain circumstances, a complaint can be made on behalf of someone else, as long as that person has given consent.
If a patient is incapacitate or unable to give consent, a relative or other representative can make a complaint.
A complain can also be made on behalf of someone who has died.
How can I complain?
Complaints can be made either in writing or in person.
Where do I complain?
In the first instance, we would ask that you contact the team at Vaila Health by phoning 0333 577 5999 or emailing
You have the right to complain to the health regulator at any time.
Healthcare Improvement Scotland | Gyle Square | 1 South Gyle Crescent | Edinburgh | EH12 9EB
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