Frequently Asked Questions

Download MySkinDoctor today

Patient FAQs

What is MySkinDoctor?
MySkinDoctor is a mobile application which enables you to have your skin conditions assessed by a team of expert consultant dermatologists. You will be assessed remotely and more quickly than a traditional clinic appointment, with a response to your case provided within 3 working days of your case submission.
 
What are the benefits of this service?
You may find out the cause of your skin condition sooner than if you were to wait for a standard clinic appointment. Once you have submitted your skin problem using the app, you can go about your daily routine and wait for your consultant dermatologist to respond to you within 3 working days.
 
How do I get a MySkinDoctor assessment?

Your GP will assess your skin problem and ensure you are suitable for this service – if you are suitable, your GP will refer you to our service. Once your referral has been received, an SMS message will be sent containing a link to download the MySkinDoctor app along with a guide on how to use it. After you have downloaded the app, you will need to register an account using an email address you have regular access to, and a secure password.

Alternatively, you can use our self-pay service to receive a consultant review of your skin condition for £105. All you need to do is download MySkinDoctor from your store, register an account and follow the set-up process.

What happens after I submit my skin case?
A consultant dermatologist will carefully review your photographs and assess whether you need to be seen in clinic. They will be able to decide on the best course of action in the same way as if you had been seen face to face in clinic. For many patients, the consultant dermatologist will be able to diagnose your problem, provide reassurance and discharge you back to your GP with a plan for looking after your condition. Sometimes, the consultant dermatologist may decide that you do need to be seen in person or that you need a biopsy (a small piece of skin is taken and sent to a laboratory for diagnosis). If this is the case, you will be contacted within 3 working days of submitting your case with an appointment date, time and location.
 
MySkinDoctor isn’t working, what do I do?
If you find you are having any issues with the MySkinDoctor app, please call 01903 896 625 to speak to one of our MySkinDoctor administrators or email us at info@myskindoctor.co.uk.
What do I need to be able to use the app?
In order to access the MySkinDoctor app, you will need a tablet or smartphone using either Android (5.1 or later) or iOS (10.0 or later) as the operating system. If you are unsure, you can check this under your device’s settings.
Patient guidance

For further guidance on how to use the MySkinDoctor app, please follow the link below to read our patient information brochure.

Patient Information Guide

General Data Protection Regulations (GDPR), confidentiality & patient privacy

All information held by the service is kept in accordance with the General Data Protection Regulations (GDPR), Data Protection Act, the NHS Constitution and the NHS Care Records Guarantee. All patient data is stored securely and used in line with our privacy and fair processing notice. If you are a patient and you have any concerns regarding the use of data within the service then please contact us on 01903 896 625 (for NHS patients). Our privacy policy also provides advice for patients on how to make a complaint, how to request a copy of your data and how we share your data.

Patient Privacy and Fair Processing Notice

Complaints policy

Should you wish to make a complaint, please follow our complaints policy detailed in the below attachment.

People wishing to make formal complaints are advised to put their concerns in writing and address them to the Complaints Manager by emailing this to info@myskindoctor.co.uk. 

MSD Complaints Policy 2026

How long will it take for me to be contacted after I have submitted an image?
You will be updated within 3 working days upon receipt of adequate images to diagnose your skin condition or lesion.
What happens if the photographs I upload are of inadequate quality?
If the photographs you upload aren’t high enough quality to make a diagnosis from, you will be contacted via the app with a request to upload additional photographs. If these are still too low quality, you will be sent an appointment to be seen in clinic.
How long will it take for me to be sent an appointment if I need one?
You will receive an appointment letter within 7 working days of you receiving your case update or diagnosis. This letter will contain a date, time, location and the name of the clinician you will be seeing for your appointment.
What happens if I forget to download the app or submit my photographs?
If you don’t download the MySkinDoctor app or submit any images within 3 working days of your referral being received, we will try to contact you to remind you to download the app or submit your photographs. If we receive no response within 7 working days after receiving your referral, we will send an appointment letter and you will be seen in clinic.
I have changed my mind, and would like to be seen in person instead of using MySkinDoctor. What do I do?
No problem – you can call our patient helpline between 9am and 5pm, Monday - Friday on 01903 896 625 to request a clinic appointment.
What do I do if I have had no response from the dermatologist within 3-working days?
If you have received no correspondence from us within 3-working days of submitting you case, please try refreshing the app by swiping down on the MySkinDoctor home screen. If your case still shows as being reviewed, please call our administration team on 01903 896 625 and one of our team will be happy to help.
Self-Pay Patient Prescriptions

If you use MySkinDoctor privately, you may require a prescription from the Consultant Dermatologist reviewing your case. If a prescription is required, prescriptions will be emailed to your registered email address via an e-prescription service, SignatureRx. Please note that these prescriptions are not subsidised by the NHS and therefore the price of private medicine varies depending on the type of medicine that you have been prescribed. Please view the patient guide which will also be linked to you in the email containing your prescription: https://www.signaturerx.co.uk/patient-guide/

The price of dispensing each private prescription will be shared with you during your visit to the pharmacy, you may wish to check the price before you have your prescription dispensed. Simply ask the pharmacy team you visit, and they will be happy to assist.

MySkinDoctor provides a diagnosis and initial treatment only. We are unfortunately therefore unable to offer repeat prescriptions through this service. If a prescription is offered, this can usually be continued with either your local dermatologist or GP by providing them with a copy of this letter.

Self-Pay Patient Acne Information

Unfortunately, both Isotretinoin (Roaccutane) and Spironolactone are not treatments we can prescribe remotely as these types of medication require strict monitoring and review by a Dermatologist in clinic.

Therefore, we would recommend that you arrange an appointment to see a local Dermatologist in a face-to-face clinic to discuss your treatment options further.

MySkinDoctor App Licenses

MySkinDoctor utilises open source software in the development of the MySkinDoctor app. Please see link to a comprehensive list of these.

licenses

Dermatologist FAQs

What is MySkinDoctor?
MySkinDoctor is a patient led mobile teledermatology application which enables and empowers patients to have their skin conditions diagnosed. Diagnosis and treatment plans are provided within 3 working days of receiving patient photographs.
What are the benefits of this service?
Your patients may be able to find out the cause of their skin condition sooner than if they were to wait for a standard clinic appointment. Once they have submitted pictures of their skin problem using the app, the patients condition may be able to be diagnosed remotely, rather than the patient having to attend a physical clinic appointment. The service is fully integrated to existing clinical service for care and also allows for face to face video consultations if required to clarify any details. MySkinDoctor client dermatologists have found that in practice the app significantly improves their efficiency and allows for reduced costs, ability to see increased numbers of patients due to increased speed of diagnosis and reduction in waiting lists.
How many patients are directly listed for surgery or discharged back to their GP?
50% of patients are either directly listed for surgical treatment, meeting the NHS ‘Getting it right first time’ agenda, or discharged back to their GP with a full management plan and information on their condition.
How many patients do not attend clinic following their MySkinDoctor consultation?
100% patients booked into an outpatient clinic appointment attend their appointment following a MySkinDoctor consultation, compared to 8% normal DNA rates.
How do you ensure the best quality images are received for assessment?
MySkinDoctor has been developed to include multiple features to ensure the patient is able to send the highest quality images they are able to. Firstly, two images are required to be submitted including a close-up and overview image. The patient is provided with guidance on how to take the best quality images. Secondly, we are able to request the patient submits additional image if the originals are not clear enough, or the consultant feels they require a different angle.