About KRY

  • How does KRY work

    Through KRY you can get medical help with pains and symptoms that are possible to diagnose without a physical examination. Here you can easily see a GP through a video call on your smartphone or tablet. Read more about how KRY works here.

    Start by downloading the KRY app, signing up and registering at one of our local NHS GP surgeries.

    To book an appointment, follow the steps in the app and fill out the symptom form as prompted. You also have the option to attach photos. Select either a drop-in meeting or book a specific time.

    If the GP believes that you are in need of medicine or further care, you will receive a prescription or referral. The GPs can write medical sick notes on the condition that a physical examination is not required for the note. It is up to each doctor to make an individual assessment of you as a patient.

      

  • How do I log in, register and log out of the KRY app?

    Log in:

    1. Download the KRY app on your mobile device from the App Store, which requires iOS or Google Play, which requires Android.
    2. Click Sign in and enter your mobile phone number followed by some basic personal details
    3. Follow the steps to identify yourself - you will be required to show an ID document (passport or driving license) and take a selfie photograph

    During log in for the first time, you will be asked if you would like to set up touch ID for future log ins.

     

    Register:

    1. If it's your first time using the app you will be asked to check if the NHS service is available in your area. You do this by entering your home post code.
    2. If eligible, you will be asked to re-register yourself at one of our local GP surgeries and accept the Terms of Service
    3. After registration, you will be able to book and have an NHS GP consultation through KRY

     

    Log out:

    1. Enter the More tab at the bottom right of the KRY app.
    2. Click on Settings and then Log out
  • Who are the doctors that work at KRY?

    The doctors that you see through KRY are all General Practitioners, and GMC certified. All of the GPs have extensive experience in providing primary care to patients.

    They work part-time with KRY and part-time with their local physical GP surgeries in England, making them well-equipped to assess the symptoms we offer treatment for at KRY. All GPs have also been trained to provide the best possible care through video meetings on the platform.

     

     

  • Opening hours

     

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    KRY Support is open from 9:00 am to 5:00 pm on weekdays, but closed on holidays.

When can KRY be used?

  • Can I use my account for my spouse / partner?

    No, unfortunately not. Family members over 16 years old must sign up for their own KRY account and log in with their own details and ID to book a GP consultation at KRY.

     

  • Which symptoms can KRY help with?

    KRY can be used for medical symptoms and problems that do not require physical examination for diagnosis. Not all health problems are well-suited for diagnosis and treatment in a virtual setting.

    When booking an appointment in the KRY app you will see a list of the most common symptoms that patients seek help for with KRY.

    If your GP considers it necessary, they will issue you with a prescription or a referral to a specialist. 

  • Is it suitable to seek care through KRY for all medical problems?

    No, it is not suitable to seek care through the KRY platform if:

    • You have a symptom / disorder that requires physical examination, for example you need to provide a sample or have an x-ray
    • You are in need of controlled drugs. These are not prescribed via KRY.
    • You are in need of medicines containing pregabalin (Lyrica) or gabapentin (Neurontin)
    • You want to start treatment that requires long-term and regular medical contact
    • You are in need of a sick leave that may last for a long time. KRY cannot issue sick leaves longer than 14 days. The 14 days count from the first sick day, i.e. you have already been home for a week, KRY can maximally help you with 7 days sick leave.

    In case of an emergency, call 999 immediately and visit an emergency room.

  • Can I use KRY abroad?

    Yes. As long as you are living in the UK and registered with one of our local GP surgeries you can use KRY abroad. With a smartphone or tablet with a strong internet connection, a functioning camera, microphone and speaker, you can consult an NHS GP via KRY from anywhere in the world.

    Keep in mind that any prescriptions issued can only be collected in England.

  • Can I book an appointment on behalf of my child?

    No. Unfortunately currently you cannot seek care for your child via KRY.

Cost & Payment

  • How much does it cost to use KRY?

    The KRY app is free to download.

    KRY partners with local NHS GP surgeries to provide a free NHS GP service. If you are registered with one of our local surgeries, the service is free of charge.

KRY Support

  • Contact information and opening hours for KRY support
     
    KRY Support is open from 9:00 am to 5:00 pm on weekdays, but closed on holidays. We try to respond to your mail within 24 hours on weekdays.
     
     
    If you have an urgent matter or if your question concerns a GP appointment that already took place, we recommend that you contact us by phone.
    Phone number: 033 0808 2074
  • Questions about seeking medical advice

    Unfortunately, KRY support cannot provide any general information around health and diseases or give out medical advice.

    For medical questions and advice we recommend you to download the KRY app and book an appointment with one of the GPs.

     

  • Who should I contact with a complaint?

    Complaints to KRY

    If you are not satisfied with the care you received, we would like you to know about it. Reach out to us directly at KRY, by calling us or sending an email to support@kry.care, so that we can help you in the best possible way. We try to respond to your mail within 24 hours on weekdays.

    If you have an urgent matter or if your question concerns a GP appointment that already took place, we recommend you to contact us by phone.

    Phone number: 033 0808 2074
     
     

    Complaints to an external authority

    If you have followed the procedure above and are unsatisfied with the outcome, or if you feel you can't raise the complaint with us, you have the possibility to direct your complaint to NHS England by sending an email to england.contactus@nhs.net or via:

    Phone number: 0300 311 22 33

    Address: NHS England, PO Box 16738, Redditch, B97 9PT

    In case you need help with making your complaint, you can get in touch with NHS Complaints Advocacy at VoiceAbility.

    Phone number: 0300 330 5454

    Text message service: 0786 002 2939

     

    Further authorities to contact 

    If both KRY and NHS England are not able to help you with your complaint, you can appeal to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England. 

    Email: phso.enquiries@ombudsman.org.uk 

    Phone number: 0345 015 4033

    Text message service: 0300 061 4298

    Address: The Health Service Ombudsman for England

    Millbank Tower, Millbank London SW1P 4QP