Video Consultations
Information for Patients and Carers
Who is this leaflet for?
This leaflet provides information for patients who attend a clinic at University Hospitals Plymouth NHS Trust and have been offered an appointment via a video consultation platform.
Why have I been offered this type of appointment?
We are offering video consultations to some patients who have been identified by their healthcare professional as someone who may be suitable for this type of appointment.
Do I have to have my appointment by video?
No. We understand that it may not be possible for you to conduct your appointment by video or you may not want to. If you decide not to attend a video call which has already been arranged, please let us know by calling the number on your appointment letter. We can then arrange for your appointment to be conducted in another way. If your healthcare professional feels that you need to attend a face to face appointment this will be arranged.
Where would I go to attend my appointment?
Instead of travelling to your appointment, you enter the clinic’s online waiting area which is accessed via our trust website Video Consultations page. Our online receptionist will be waiting to meet with you when you arrive, and your clinician will join you when ready. There is no need to create an account. No information you enter is stored.
Can I test the video consultation platform before my appointment?
We recommend you test your equipment 2-3 days before your video appointment by going to the Trusts Video Consultations page and clicking on the “Perform a test call’ button. This will check your connection speed, speaker, microphone and camera.
What happens if my equipment is not working after I have performed a test?
Telephone the contact number on your appointment letter for advice.
What happens if I cannot access the waiting area on the day of my appointment?
Don’t worry if you cannot access the waiting area on the day of your appointment. If your doctor or nurse cannot see you in the waiting room they will contact you on the telephone numbers we hold for you. Your consultation will be conducted by telephone where possible and if a face to face appointment is required this can be arranged.
What happens if I am having difficulty seeing or hearing my doctor through the video link?
Let your doctor know straight away if you are experiencing any technical problems with the virtual clinic. Firstly, check your device has access to your camera and microphone.
If you are still having difficulty, if possible, your consultation can continue by telephone. Otherwise you can have a rescheduled video appointment or you will be offered the next available face to face appointment.
What happens if I need a physical examination?
If you doctor decides after seeing you for the video call that you need a physical examination you will be offered the next available face to face appointment. If your condition has changed and you feel that you need to see your doctor in a face to face setting please do not opt to hold your consultation by video.
Feedback
We will be assessing this service and your experience. Following your consultation you will be immediately directed to an online satisfaction survey. We are interested in honest feedback and we would be grateful if you would consider sharing your thoughts with us.
For medical advice please call NHS 111 or visit the NHS website
Step By Step Guide - How to Log in to your Video Consultation
1) To log on to your video consultation you will need to set your web browser to either Google Chrome or Safari if you are using an Apple Device. If you do not have Google Chrome on your device you can download Google Chrome
2) When you have downloaded your new web browser please go to the University Hospitals Plymouth Video Consultations page
3) Once this page is loaded you will be presented with many consultation tabs please refer to your appointment letter for the one you should select.
4) After selecting your relevant waiting area select the "Start video call" button
5) Your connection Speed, Audio and Video will be tested just follow the simple instructions provided.
6) If successfully passed you will be requested to enter you’re credentials. This includes your first name, last name, date of birth and phone number. This will be for the reception team to identify you in our waiting area. Add the tick to accept terms of use, then select the continue button.
7) Accept the terms again and click on the "Start Call" button.
8) The Final Step you will be put through to our waiting area and in queue system where our Virtual Receptionist will meet and greet you, check your personal information then to the Clinician room to begin your consultation.
