Frequently Asked Questions

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01. General Overview

WACure is a smart messaging platform that connects GP surgeries with patients via WhatsApp. It streamlines tasks like appointment booking, prescriptions, admin requests, and notifications—all within a secure, guided flow.

WACure is made for NHS GP surgeries, PCNs, and ICBs. It’s built to serve both patients and clinical/admin teams by improving access and reducing communication bottlenecks.

Patients can request services, manage appointments, and receive updates using WhatsApp—without waiting on hold, filling out forms, or logging into portals. The experience is quick, clear, and familiar.

WACure reduces admin workload by collecting structured information from patients and automating message flows. It cuts down call traffic, improves triage, and increases efficiency across admin and clinical teams.

No. WACure works alongside your existing systems like EMIS and SystmOne, enhancing communication without replacing your clinical software or workflows.
02. Service Features

Patients can book, reschedule, or cancel appointments; request prescriptions, sick notes, referrals, and doctor’s letters; and receive automated notifications and reminders.

Yes. WACure supports full appointment flows, including booking, rescheduling, cancellation, and follow-up. It also includes an optional Slot Optimisation feature to reassign unused appointments in real time.

Yes. Patients can request repeat prescriptions through WhatsApp by following a structured form. The system collects all necessary details and sends updates once the request is processed.

Yes. Sick notes (fit notes) and all types of letters—such as for school, insurance, or travel—can be requested directly through a WhatsApp conversation. WACure guides patients through what’s required and sends it to the correct admin team.

Yes. Surgeries can send custom notifications for flu clinics, reviews, test results, appointment reminders, and more. These messages can include buttons, documents, or links.

Yes. You can send and receive images, PDFs, forms, clinic posters, or even videos as part of the message flow.

Yes. WACure can be configured to accept patient uploads, such as image attachments for ID verification or document submissions.
03. Compliance & Security

Yes. WACure is built to meet NHS digital, data protection, and information governance requirements. We also support Data Protection Impact Assessments (DPIAs) for ICBs or PCNs.

Messages sent through WhatsApp are end-to-end encrypted. WACure only processes the minimum required data and stores it in a secure UK-based environment, in line with NHS and GDPR standards.

Yes. Consent is collected when a patient initiates a WhatsApp conversation or interacts with specific flows (e.g. proxy access or media uploads), ensuring legal and clinical compliance.

Yes. WACure includes features such as proxy verification, structured input, message history logs, and configurable workflows that align with safeguarding best practices.

No clinical data is shared with Meta. WhatsApp only facilitates the message delivery and does not access the content of encrypted messages.

Yes. All patient interactions and system responses are logged for auditing and quality assurance purposes, accessible through the admin dashboard.
04. Onboarding & Setup

Most practices are fully live within 2–3 working days from the initial setup. We handle configuration, message registration, and training to ensure a smooth launch.

You’ll need a Facebook Business account and a phone number to connect to the WhatsApp Business API. We’ll guide you through both in a matter of minutes.

Yes. You can use a mobile or landline number, whether new or existing. It won’t affect your voice calls or call flow—it’s used only for identity within WhatsApp.

No. WACure is cloud-based. Staff access the dashboard via web browser, and patients use their own WhatsApp app.

Yes. Flows can be tailored to your existing processes, appointment types, messaging tone, admin pathways, and triage preferences.

Yes. WACure is designed to align with workflows in EMIS and SystmOne. Integration points can include appointment types, patient metadata, document handling, and reporting.

No. Patients do not need to register, download an app, or fill out any forms to use WACure. They simply send a message to your surgery’s WhatsApp number, and the conversation begins automatically. It’s quick, familiar, and accessible to everyone, including those less confident with digital systems.

When the system is set, WACure sends an opt-in message—clearly explaining that they’re engaging with the surgery via WhatsApp and outlining the types of services available. Patients opt in simply by continuing to get the services, which is fully compliant with WhatsApp and NHS guidelines.

Patients are always in control. At any point, they can opt out by replying with a keyword like “STOP”, or they can block the number directly through WhatsApp if they no longer wish to receive messages. WACure respects all opt-outs and automatically stops sending any further communication once a patient has opted out or blocked the number.

The system also keeps a record of opt-ins and opt-outs, ensuring that all future messages are compliant and that your team can focus on care—not consent tracking. It's designed to be simple, transparent, and safe for both patients and surgeries.

05. Costs & Pricing

WACure’s pricing has two components: a monthly licence fee for the service and platform access, and WhatsApp message fees, which are billed per conversation based on WhatsApp’s official pricing model.

The licence fee covers use of the WACure platform, including the admin dashboard, patient flows, message automation, training, support, reporting, and ongoing updates. This fee is fixed based on your practice size or contract tier (e.g. practice, PCN, or ICB level).

In addition to the licence, you’ll be billed directly by WhatsApp (Meta) for each patient conversation. WhatsApp uses a conversation-based pricing model, where a new conversation window opens when a template message is sent or a patient initiates a message after 24 hours. Each window lasts 24 hours, during which unlimited messages can be exchanged without extra cost.

Meta offers 1,000 free conversations per WhatsApp Business number each month, covering both patient-initiated and surgery-initiated chats. For most small or mid-sized practices, this allows a significant portion of usage to be covered without any message fees. After the free tier is used up, conversations are billed at a low per-conversation rate (typically a few pence), depending on the category (utility, authentication, marketing, or service).

WACure helps you monitor your usage, conversation types, and costs in real time. You can configure how messages are sent—ensuring high-value conversations are prioritised and the free quota is used efficiently.

This model ensures you only pay for what you use, while keeping costs predictable, transparent, and scalable.

Yes. We offer plans for individual practices, PCNs, and ICB-level deployments. Pricing depends on patient volume, services enabled, and monthly message usage.

We offer pilots and early-access options depending on capacity. Reach out to discuss trial eligibility.

Some message types (e.g. marketing or campaign templates) may have a different conversation category and price as defined by WhatsApp, but all are fully disclosed and manageable via the WACure dashboard.

Support, training, and ongoing maintenance are included in your plan. There are no hidden charges for updates or configuration changes.
06. Support & Training

Yes. We provide live training sessions, video guides, and quick-reference materials during onboarding—and refreshers as needed later on.

You’ll have direct access to our support team via live chat, email, and scheduled check-ins. A named contact is assigned to your practice or PCN.

Absolutely. New features and flows are added regularly. We’ll work with you to evolve the system as your priorities shift or as NHS guidance changes.

Yes. We provide print-ready PDFs, quick start guides, and short videos that can be used in staff meetings or internal platforms.

Simply contact our support team or your account lead. Most updates can be applied same-day or within 24 hours.

Yes. The WACure dashboard provides insights on message volume, patient engagement, most-used flows, and system responsiveness.