Frequently asked questions

This page answers common questions from clients, practitioners, and clinic staff. For more detail about access controls, see Security & privacy.

Is Virtual Clinic free for clients?

Yes. Creating and maintaining a client account is free. Your email identifies you across the platform, while every clinic or independent provider keeps a separate record for you inside its own workspace.

Why do I need to verify my email?

Email verification confirms that you own the address used for your account. After normal registration, verify your address before signing in for the first time. If you created the account while booking an appointment, you may sign in during a 48-hour grace period; verify the address before that period ends to keep signing in. Accounts created for you by clinic staff are already marked as verified.

How do I register a clinic?

Open the platform home page, choose Register your clinic, or go directly to /signup-clinic. Enter the clinic and owner details and submit the request. The platform team reviews the request before activating the workspace. See Getting started for clinic owners for the complete process.

Can I work at more than one clinic?

Yes. One email can belong to multiple workspaces, with a separate account and role in each. You might be a practitioner in one clinic and an administrator in another. Sign in to the workspace you want to use; its records remain separate from every other workspace.

Why do I have to sign in again at a different clinic?

Sessions are tied to the clinic or portal where you signed in. A session from one provider is rejected by another provider, so access cannot accidentally carry across workspace boundaries. Sign in through the other clinic's URL, or use the platform sign-in flow to select the workspace you need.

Why can't I see a feature?

Some modules are enabled per workspace by the platform team. When a module is disabled, its navigation link is hidden and its page is unavailable. Ask a clinic administrator to contact the platform team if the workspace needs a module enabled.

Some access rules are different: clinic administrators can configure Strict chart access, clients manage their own care teams, and practitioners control whether their profile is publicly discoverable. These are workspace or user settings, not platform feature gates. See Features.

Who can see my medical data?

Your records never cross from one provider workspace to another. Inside a clinic using open charts, its practitioners can access clinic client charts for treatment and clinic administrators can administer the workspace. With Strict chart access, a practitioner must instead be your primary or secondary care-team member, or hold active emergency break-glass access. Appointments, conversations, prescriptions, tests, and uploads are not direct access sources, but booking, a staff-created appointment, or a new conversation can automatically add a practitioner to your care team. Documents always require practitioner care-team membership or break-glass access, even in an open-chart clinic. You can review and manage your care team from Care team.

For the complete model, see Security & privacy.

Can I install Virtual Clinic like an app?

Yes. The web app can be installed from /download on supported browsers and devices. Native iOS and Android apps are listed as coming soon. See Install the app for instructions.