Read the FAQs below to see if your question has already been answered.
Carol is a private digital health service provider.
The general practice service provided by Carol is structured on the needs of the user. The aim is to facilitate prevention and provide a solution to long waits. An internal team of doctors assures a dedicated presence, which creates a constant relationship with patients and offers simplified access to care, at all times.
Carol offers primary care health services: those that you would avail of in a GP’s office. Except here, it’s available from your cell phone. You can book and make video appointments, ask your doctor for advice via chat, request the prescription of a medication or the prescription of a test.
With Carol, you can book appointments the same day or the next; you can make immediate appointments within 15 minutes; services are available 24/7; you can make inquiries via chat. Carol operates exclusively on a private basis and does not replace NHS GPs.
No. Being a private service, there is no need to change your NHS GP.
The Carol App can be used on both iOS and Android devices (Link to the store).
The value of choosing a personal GP on Carol lies in the possibility of having a doctor who is always available and dedicated to you, who works alongside you constantly over time. You will be able to select your Carol doctor during registration. It will provide you with the support of a GP, but doctors will always be at your disposal, also via chat and with remote consultations, with quick appointments.
You can access all of Carol’s services from the App:
No, for urgent remote appointments, Carol automatically assigns the next available doctor from its team to ensure prompt and timely care.
An internal team of doctors who are all enrolled in the medical register and are both highly qualified and specially trained. They work full time at Carol and are always available, guaranteeing high quality standards.
The next available doctor is always a Carol doctor, so in terms of quality and professionalism these are two equivalent services. The difference lies in response times. Based on the estimated waiting time, you can choose whether to go to the next available doctor, or to a specific doctor. With the next available doctor, Carol aims to ensure a prompt response.
Carol is available every day, from Monday to Sunday, 24 hours a day.
To make its services available free of charge, Carol has created the Business Membership, which may be provided by your company or organisation.
Remote consultation does not replace an in-person medical visit, which remains essential whenever a more thorough clinical evaluation is necessary. A video consultation is useful in all situations where in-person visits are not possible, such as when the patient is unable to leave their home or reach a medical center, and is appropriate in cases where physical contact with the patient is not required. It is therefore indicated when there is a need to: assess minor health issues (e.g., colds, low-grade fever, intestinal infections, muscle pain, conjunctivitis, skin rashes, etc.); follow up on known conditions (e.g., diabetes, metabolic syndrome, obesity, etc.); monitor, confirm, adjust, or change ongoing treatment; provide a medical history assessment for the prescription of diagnostic or staging tests related to a known or suspected condition; receive an explanation from the doctor regarding the results of diagnostic or staging tests, which may lead to further investigations or the prescription of a treatment. Remote consultation does not replace an in-person medical visit, which remains essential when a more in-depth clinical evaluation is needed.
Our telemedicine services are supported by a physical outpatient clinic where, if necessary, the patient can be referred for an in-person consultation or further diagnostic tests. This ensures continuity, safety, and completeness of the care pathway. If you’d like to receive more information, you can contact our admin team by email at prenotazioni@carol.health.
Carol is a private clinic, so prescriptions are exclusively for personal payment.
The prescription is available in the App for 6 months.
Simply search for the medication among those listed, specifying the reason for the request. This is sent to your doctor or the next available doctor who, after receiving it, will contact you for more information. At this point you will receive a confirmation email and the prescription. Doctors always prescribe what they deem appropriate for your health. If a request is not in line with best medical practices, it may be declined or modified.
Select the service you need and indicate the reason you are requesting a specialist consultation. Select the doctor you want to have your request handled by (your personal GP or the next available one) and in a short time, after a medical evaluation, you will receive the prescription.
The prescriptions can be found in the “Profile” section under the heading “My Prescriptions”.
Prescriptions can be found in the “Health folder” section under “Prescriptions”.
To renew a prescription, simply enter the “Profile” section, click on “My Prescriptions”, choose “Expired”, and finally select “Renew”.
To renew a prescription, simply go to the “Health folder” section, click “Prescriptions”, select an expired prescription and, where available, click “Renew”.
A video appointment is an appointment that takes place via video. Wherever you are, you can convenientlyconnect with your doctor from your smartphone or tablet, at the agreed time.
By booking a video appointment Carol guarantees at least one free booking slot within 48 hours with your trusted doctor or, if this does not fit your needs, with another doctor. Once you book, you’ll receive a reminder of your appointment. On the day and at the time of the appointment you can access it directly from the App.
If you need an appointment as soon as possible, you can make an appointment within 15 minutes using the “urgent videocare appointment” with the next available doctor.
Carol always guarantees a free slot to make your appointment within 48 hours of booking, with your personal GP or the next available doctor.
The triage operation allows the doctor Carol to know in advance why you are booking an appointment. You will be asked to select your symptom or problem and fill out a small questionnaire for your doctor.
A consultation can be booked by clicking “Book an appointment”. You will need to select your symptom or health concern, after which you can choose a Doctor and select the date and time of the appointment.
The first appointment you make with your personal GP is a baseline visit: it lasts 30 minutes and is a way to let them know your history and your needs. Subsequent appointments last 15 minutes.
Since this is a video appointment you have to make sure you have a good connection, that your mobile phone battery is sufficiently charged and that you are in a quiet place, as well as wear appropriate clothing.
You can view a booked appointment in two sections of the App: on the Homepage, where it is immediately visible, and in “Health folder”, then “Appointments”. On the day and at the time of the appointment, you will see the “Join consultation” button, which allows you to connect to the teleconsultation.
Changing or cancelling an appointment is simple. Go to the “Health folder” section, click “Appointments”, and select either “Edit” or “Delete”.
The baseline visit will help your doctor to get to know you better and offer you a personalised service. You can book it at the time of registration or, if you don’t, the first appointment you book will automatically be a baseline visit.
Chat is a very useful tool to contact your dedicated GP and get information or clarifications. If necessary, your doctor will be able to direct you to an appointment.
Carol offers 24/7 assistance and the ability to book urgent video care, with a maximum waiting time of 15 minutes from the time of the request. However, it does not handle emergencies. In case of chest pain or other severe symptoms, we advise you to contact 118 as soon as possible or go to the emergency room.
Yes, of course. Carol connects the patient to a network of affiliated facilities. All you need is to have a prescription to book specialist examinations, diagnostic tests, blood tests, etc.
At Carol we are committed to guaranteeing punctual, efficient service, but should a delay occur, we will notify you of the delay.
Carol deals with virtual primary care, but if needed can refer you to the most appropriate doctor or healthcare facility.
Medical reports can be found in the “Health folder” section under “Medical reports”.
Business Membership users can avail of our of psychotherapy video appointments. With this service, you can book an first psychological consultation with a psychotherapist and continue with individual online psychotherapy sessions on the App. The number and frequency of therapy sessions will be agreed between you and your psychotherapist.
No. Currently, the service cannot be extended to members of your household.
Yes, your personal GP and psychotherapist would be two distinct professionals, each with their own specific training and expertise. However, the two professionals can collaborate and may share helpful information to ensure you get the best possible care.
Yes, you can choose the psychotherapist who best suits your needs based on your biography that is in the App when booking the first psychological consultation.
A change of psychotherapist is only possible if problems arise that would impair the psychotherapy treatment. To request a change of psychotherapist, you should write to support@carol.health to request the assignment of a new professional, possibly giving reasons for the request and explaining what did not work out.
If you cannot find the availability you need in the App, you can request new availability at support@carol.health. We will do our best to try to find suitable availability for you.
Yes, psychotherapy sessions after the first one are paid, at moderate prices compared to the market. To pay for your session, simply connect an in-app payment method during the booking process. The payment methods accepted are: Apple Pay, AMEX, ATM, Credit Card (Visa and Mastercard), Google Pay and PayPal.
You can move or cancel a psychotherapy session without losing the amount paid only if you change the appointment within 24 hours of the scheduled time of the session. If the cancellation or the request for transfer takes place after this time, the customer will lose the right to a refund to the amount spent.
Yes, psychotherapy sessions can be deducted with the 730. Invoices relating to completed psychotherapy sessions can be found in the “Profile” then “Account” section, under “Invoices”.
Yes, if you are a beneficiary of the Psychologist Bonus you can use it to carry out online psychotherapy sessions with Carol psychotherapists. Not all Carol psychotherapists adhere to the Psychologist Bonus project. To find out how to proceed contact us at support@carol.health and we will guide you through the use process. If you are not a beneficiary and you want to know if you can be entitled to the Psychologist Bonus you can consult the INPS Circular where all the rules for 2024 are provided: https://www.inps.it/it/it/inps-comunica/atti/circolari-messaggi-e-normativa/dettaglio.circolari-e-messaggi.2024.02.circolare-numero-34-del-15-02-2024_14480.html
The journey with a nutritionist is indicated for all patients who need to be guided in managing an intolerance or a problem related to nutrition, in improving their health or who simply want to lose weight. With this service, you can book an initial appointment with a nutritionist for free and continue with nutritional appointments on the App.
Yes, the service is also available for adult family members associated with your household.
Yes, your dedicated GP and nutritionist would be two distinct professionals, each with their own specific training and expertise. However, the two professionals can collaborate and may share helpful information to ensure you get the best possible care.
Yes, you can choose the nutritionist who best suits your needs based on your bio that is in the App when booking the first nutrition consultation.
Yes, nutrition appointments are paid, at moderate prices compared to the market. However, your first meeting with a nutritionist on the Carol team is free, and they can help you understand if the service is right for you. To book a nutrition appointment, you will need to connect an in-app payment method during the booking process. The payment methods accepted are: Apple Pay, AMEX, ATM, Credit Card (Visa and Mastercard), Google Pay and PayPal.
You can move or cancel your appointment without losing the amount paid only if you change the appointment within 24 hours of the scheduled time of the appointment. If the cancellation or the request for transfer takes place after this time, the customer will lose the right to a refund to the amount spent.
Yes, nutritional consultations can be deducted with the 730. Invoices relating to completed consultations can be found in the “Profile” then “Account” section, under “Invoices”.
The women’s health consultation service is designed for all patients who wish to feel more informed or confident during pregnancy or after childbirth, who want personalized support during a time of change, or who seek a safe space to discuss issues such as menopause, contraception, or other aspects of women’s health. The service includes the option to book a free initial orientation session with a healthcare professional and continue with follow-up consultations through the app.
Yes, your dedicated GP and healthcare professional would be two distinct professionals, each with their own specific training and expertise. However, the two professionals can collaborate and may share helpful information to ensure you get the best possible care.
Yes, women’s health consultations are paid, at moderate prices compared to the market. However, your first meeting with a healthcare professional on the Carol team is free, and they can help you understand if the service is right for you. To book a women’s health consultation, you will need to connect an in-app payment method during the booking process. The payment methods accepted are: Apple Pay, AMEX, ATM, Credit Card (Visa and Mastercard), Google Pay and PayPal.
Yes, women’s health consultations can be deducted with the 730. Invoices relating to completed consultations can be found in the “Profile” then “Account” section, under “Invoices”.
Your company or organisation has subscribed to Carol for you, as its employee or subscriber. It provides you with a code you can use to register so you can take advantage of all the digital health services it offers you for free.
It is completely free for you.
The code can be found in the email sent by Carol or your company. In case you lose it, you can recover the code by contacting your company’s HR department.
You can register by going to the “Onboarding” section, selecting “Business Membership” and entering your company email, along with the code that has been provided to you.
The Business Membership includes:
If you are a company and are interested in Carol’s services for your employees, please contact us.
Yes, you can extend the services provided by Carol to your spouse or partner, children (under the age of 30), and parents only if you have activated a Business Membership, based on the agreements between Carol and your specific company or organisation.
In the case of a Business Membership, family members over 16 who are added during onboarding will receive a link by email to download the App and use the services independently. Family member under 16 will be able to use the services through the App for the master account.
For Business Users, the “Household account” section is available within “Profile”, where you can select “Add family member”.
The family code, which is received by email, must be entered in the “Onboarding” section at the time of registration. The family member must select the “Family Code” option and enter the email address indicated by the master account and the family code provided by email.
Resetting your Carol password is simple. From the “Profile” section, access your account management area and click “Login data”. Here you will find the “Request password change” option, which allows you to complete the process.
You can delete your Carol account from the “Profile” then “Account” section, where you will find the “Delete account” option.