Safe routes to care
What online medical care can and cannot safely provide
Online care is a useful first assessment for many non-life-threatening symptoms. If the problem can be managed safely, the doctor provides a plan. If examination or hospital care is needed, the doctor directs you to the appropriate local service.
The basic distinction✓ ×
Online assessment can start the journey—even when it cannot finish it
Online care can often provide
- A structured history and symptom assessment
- Review by telephone, photographs or secure video
- Advice, a treatment plan and follow-up
- An e-prescription when clinically appropriate
- Laboratory or imaging requests when indicated
- Direction to a nearby clinic, laboratory or hospital
Online care cannot replace
- An ambulance or emergency department
- Hands-on abdominal, neurological or other examination
- Blood sampling, scans or physical procedures
- Hospital observation, surgery or resuscitation
- Guaranteed prescribing or controlled-medicine supply
- A diagnosis that cannot be made safely remotely
Three routes01 02 03
Choose according to severity—not convenience
Start with an online doctor
Suitable for stable non-emergency symptoms where you are conscious, breathing normally and able to communicate clearly.
- Urinary, throat, ear or skin symptoms
- Mild-to-moderate digestive or travel illness
- Stable fever, cough or medication questions
- Abdominal cramps with mild fever or diarrhoea when not severe or rapidly worsening
Use urgent local examination
Choose face-to-face care when the diagnosis depends on palpation, vital signs, neurological testing, imaging or another physical assessment.
- Worsening or localised abdominal pain
- Persistent vomiting or significant dehydration
- Pregnancy-related pain or bleeding
- New weakness, numbness or significant injury
Call 112 immediately
Do not book telehealth if the person may be in immediate danger. In Spain and throughout the EU, 112 connects to emergency services.
- Unconscious, unresponsive or having a seizure
- Severe breathing difficulty or stroke symptoms
- Collapse, major bleeding or severe allergic reaction
- Sudden severe pain with serious deterioration
Worked example
Stomach pain: why an online assessment may still be useful
Abdominal pain can reflect something self-limiting, such as cramps with diarrhoea and a mild fever, or something requiring urgent examination, such as appendicitis. An online doctor can assess the story and decide the safest route without pretending that a remote consultation replaces examination.
Where is the pain?When did it start?Is it worsening?Fever or vomiting?Diarrhoea or bleeding?Pregnancy possible?Can you drink?Does touching hurt?
A clear online process1 2 3 4
From first contact to the right destination
Explain the symptoms
Give the onset, timeline, severity, medicines, allergies and relevant observations.
Doctor assesses risk
The clinician decides what can be safely concluded without hands-on examination.
Treat when appropriate
You receive advice, a care plan and an e-prescription when clinically suitable.
Escalate when needed
The doctor directs you to a nearby physical service, test or hospital.
112
Emergency care
Online care must never delay emergency help
Call 112 for unconsciousness, unresponsiveness, a seizure, severe breathing difficulty, stroke symptoms, collapse, major bleeding, a severe allergic reaction or another life-threatening emergency.
112 is free from fixed and mobile phones throughout the EU.
Common questions
Choosing the correct route: questions answered
Can every condition be treated online?
No. Treatment is only possible when the doctor can make a safe decision without hands-on examination or immediate testing.
Can I start online with stomach pain?
Stable, non-severe symptoms can often begin online. The doctor may provide a plan or direct you to urgent examination if appendicitis or another serious cause is possible.
How does the doctor decide whether I need examination?
The decision uses severity, onset, progression, associated symptoms, history, medicines, pregnancy risk and what can be safely established remotely.
Can an online doctor arrange tests?
Yes. The doctor can issue a laboratory or imaging request, indicate a suitable local route and review results when appropriate.
Is a prescription guaranteed?
No. A prescription is issued only when clinically appropriate, legally permitted and supported by the assessment.
What if the problem cannot be solved online?
The doctor explains why in-person care is needed and directs you to an appropriate nearby clinic, laboratory or hospital.
Can online care replace an emergency service?
No. It is not an ambulance, emergency department or resuscitation service and must not delay emergency treatment.
When should I call 112?
Call for unconsciousness, unresponsiveness, seizure, severe breathing difficulty, stroke symptoms, collapse, major bleeding, severe allergic reaction or another life-threatening emergency.
Safety sources: European Union — 112 emergency number · NHS — stomach ache and urgent warning signs. General patient information; it does not replace an individual consultation.
Medically reviewed
Dr Ben Harry Clegg
General practitioner · Málaga registration 292911940 · Nerja Medical Center NICA 55712
Meet the telehealth medical team