Video Consultations

Is a video consultation appropriate for me?

Your clinician will decide whether it’s appropriate and safe to do the consultation by video link.

Can I decide whether to choose the video option?   

If your clinician decides that video consultation is appropriate for your appointment, you will be contacted by telephone or letter to discuss the options. If you would not like a video consultation you can request a telephone call instead.

How do I use AttendAnywhere

What do I need to make a video call?

The Trust’s chosen platform for video consultations is AttendAnywhere. AttendAnywhere is a web-based platform and is similar to other video communication platforms (FaceTime, Skype etc.) and can be accessed via Google Chrome or Safari internet browsers on multiple devices.

At minimum you would need access to the following:

  • A good connection to the internet: If you can watch a video online (e.g. YouTube) you can make a video call
  • A private, well-lit area where you will not be disturbed during the consultation
  • One of these: Google Chrome web browser on a desktop or laptop, or on an Android tablet or smartphone or Safari web browser on an Apple iMac, MacBook, iPad, or iPhone
  • Web-camera, speakers and microphone – these are often built into laptops or mobile devices

Is it secure?

Video calls are secure; your privacy is protected. You have your own private video room that only authorised clinicians can enter. No personal information or video recording of the consulation will be taken or saved.

How much internet data will I use?

You don’t use any data while waiting for a clinician to join you. An Attend Anywhere video call uses a similar amount of data to Skype® or FaceTime®.

How much does a video call cost?

The video call is free (except for your internet usage). Smartphone and tablet users can connect to a home Wi-Fi network to avoid using your mobile data allowance.

Where should I do my video consultation?

Think which room would be best. Unless you live alone, you’ll need to find a quiet, private space where you won’t be disturbed, that is well lit.

Will my consultation be private and secure?

To ensure privacy and security, the clinician may check your date of birth, telephone number and name.

Can I have an advocate with me during my consultation?

Yes it is okay to have an advocate with you, as you would in a face to face consultation. You must also be happy that they are able to hear any sensitive personal and medical information during the consultation.

How do I join the virtual waiting room?

You will have received a URL in order to join the virtual waiting room from your clinic. Please make a note of this link to join the virtual waiting room before your appointment starts.

Please make sure you enter the virtual waiting room in ample time to test your equipment (speakers, camera, microphone, internet connection) are all working and that the clinician can see that you are in the virtual waiting room. It is advised you conduct a ‘Test Call’ before entering the waiting area.

When you attempt to join the virtual waiting room you will be prompted to enter some basic details so the clinician can identify you (we do not store this information) and carefully read the information before starting the call. You should also check you are in the correct waiting area for your appointment. If you experience any issues, please contact your clinic as normal.

When will I be seen?

You will be attended by appointment time as stated on your clinic letter, not the queue number that will be shown when you enter the waiting room. Just like a face to face clinic, there still may be delays in clinic appointments.

Please do not login outside of your appointment/clinic hours, your call will not be answered as the clinician will not to be expecting you.

How will the consultation start?

Once connected, you will wait in a ‘virtual waiting room’ where the clinician can see the patients in that waiting room. Your clinician will join you and the consultation commence. The clinician then may confirm your name, date of birth, telephone number.

How do I communicate in a video consultation?

Your consultation will be very similar to a traditional face-to-face one.  You do not need to look directly into the camera on your computer, tablet, or phone. Looking at the screen is sufficient for the other person to know that you are engaged in the consultation. There is also a chat box available which both you and the clinician can use.

What happens if there’s technical interference?

Video consultations may suffer from technical interference, e.g. due to internet connect, problems with latency (when audio and video are out of sync). If you experience any technical issues with the video call there is a “refresh” button in the top right hand corner, this will reset the call and may help with the connection issues.

You may need to repeat things or ask for clarification more often. If there’s been a technical glitch, a good way to resume the consultation is to repeat the last thing you heard (or said). It may help to make a comment about technical problems (e.g. “You’re breaking up a bit”).

How do make sure that I capture important information

If the clinician is giving you potentially important information about medications, dosages, exercises, ask them to repeat it to confirm that you have it correctly. You could also ask them to send this via the chat function so you can write it down. Please note however, chat messages disappear after your consultation has ended.

How does a video consultation end?

In a video consultation, a consultation may end differently to a normal face-to-face appointment where the clinician would potentially offer to shake hands or accompany you to the door. However in a video consultation, the clinician may:

  • Ask you if there’s anything else you want to cover or clarify. They may also suggest when your next appointment may be.
  • It may be necessary to summarise or clarify things that were missed as a result of technical interference. In particular, make sure you’re clear about medication and dosages and ask for confirmation in the chat window if necessary.

Technical closure happens when you click to leave the call. Don’t worry if you can’t find it, the clinician may ring off and the call won’t cost you anything more.

What happens after my video consultation?

As this is relatively new way of conducting appointments, you may be redirected to a short survey asking about your experience using video consultations. Please fill this out if possible as it provides valuable feedback to improve your experience using AttendAnywhere. It’s ok to point out that things didn’t go well and suggest ways of improving the experience for other patients. 

What if I’m running late for my appointment?

Please inform the clinic as normal using the contact number on your appointment letter.

A list of clinics and contacts

Please be advised that you will be seen by appointment time as stated on your clinic letter, NOT the queue number that will be shown when you enter the waiting room.