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Date: 18 September 2021

Time: 07:54

Video consultation FAQs

How can I get to my video consultation from a computer or tablet?

If you have received the link to your video consultation via text message and want to join the video consultation from a computer or tablet there are two ways to do it.

The easiest way is to copy-and-paste the video link from your text message into an email and send it to yourself. If you open the email on your computer or tablet, the link will still work. This is quicker and easier if you are familiar with copy-and-pasting links.

Another way is to sign-in to the patient portal on your computer. Here is how you can do just that:

  1. Go to https://nhs.my
  2. Enter your personal details and click "Let's go!"
  3. This will send a one-time code to your mobile phone
  4. Enter the code into the portal to sign in
  5. Find the right appointment and select it
  6. Click on the "Join video room" button on the appointment details view

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What if I accidentally delete the SMS/email notification which has the video call URL link?

Patients can also access their video URL link directly from the patient portal. You can sign in using the above instructions.

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How can I get my clinician to hear me?

Look at the onscreen mute button to check you are not muted.

Check which web browser you are using. We recommend using Google Chrome for computers and Android phones and Safari for Apple devices (iPhones and Macs). You can download the latest version of Chrome from the Google website and Safari at the Mac App Store (available on your Apple device).

If you are still experiencing sound issues, you may want to check the audio settings on your device.

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What can I do about poor video/audio quality?

There are a number of reasons why the call may have poor video or audio quality. The most common can be the signal strength of your Internet connection. You can check your Internet speed online.

Your Internet connection can be influenced by other people using the same Wi-Fi connection (e.g. streaming shows or making other video calls). Try moving closer to the Wi-Fi router, or asking other users to temporarily stop using Wi-Fi until you have finished your appointment.

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Why is the video consultation not working with my device or browser?

It is worth checking you are using the right browser for your device.

On a Windows laptop or desktop computer, we recommend using Google Chrome or Mozilla Firefox for your consultation.

On Android mobile phones and other devices, video consultations should also work on Google Chrome and Mozilla Firefox.

On Apple devices, such as iPhones and iPads, your video consultation will work on recent versions of the Safari browser. Video consultations will not work on Chrome or Firefox.

If you are using the recommended browser for your device and it does not work, you may need to update to the latest version.

Video consultations are compatible with most devices. However, they may not work with some older devices.

If there are any issues with the video consultation your clinician will phone you on your mobile number.

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How do I check my audio and video are working?

Running a self-test is a quick and easy way to make sure your device is working before your video consultation. It only takes a couple of minutes and is the best way to ensure success.

We have also produced a guide on how to check audio and video on your device.

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Can I invite a family member or carer to join the video consultation?

If you would like a family member or carer who you do not live with to your video consultation, you can forward your text message or email notification containing the joining link to them. You can also copy this link into an email and send it across. This will allow them to join the video consultation with you.

Although the link you receive is private to your video consultation, you are able to share it with family members or friends if you would like them to join the call.

The video consultation can include a maximum of four screens (including the doctor’s).

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How do I log in to the patient portal?

To access the online portal, we need your correct details on our system. Please contact the Booking team on the number provided in either your appointment letter or the text reminder and check we have your correct details. These are:

  1. Full name
  2. Date of birth
  3. Postcode
  4. Mobile phone number

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How do I leave the video room?

You need to click the ‘Leave’ button and close your web browser.

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How long is my video link active for?

Your video link is active for a window of two hours from the start of your appointment. You will not be able to access the room after this time.

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What is DrDoctor?

DrDoctor is a digital health company modernising how hospitals and patients communicate. They provide an alternative way for patients to manage their appointments while reducing Trust costs in terms of printing and posting letters. This aims to both save time and deliver a better overall experience for patients.

We use DrDoctor as a technology partner to deliver messages and services to you about your appointments and your care and treatment. Any text messages you receive which include an nhs.my/UHB link is sent on behalf of the Trust.

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What if there are technical difficulties during the video call?

If there are any issues during your video call your clinician will contact you by telephone.

It’s important that we have the most up to date contact details for you so let us know if anything has changed recently and we will update your record.

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How is my data handled?

To enable us to deliver this service, DrDoctor will have access to your contact information. This is the only information about you they will have access to.

DrDoctor is accredited to the highest standards set by the NHS for protecting the healthcare information of UK citizens. For more information, see the DrDoctor website.

Your appointment will not be recorded. If you use the chat message function whilst in your call this will not be recorded or stored.

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Will my appointment be recorded?

No, your appointment will not be recorded. If you use the chat message function whilst in your call this will not be recorded or stored.

If you would like to record the video call with a separate device you will need to discuss this with your clinician at the start of the appointment.

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How do I opt out?

Any patients who would like to opt out of using the DrDoctor portal can do so by texting STOP to text messages they receive, by logging into the portal and opting out via the settings, or by contacting the Trust’s Booking team using details on appointment letters.

We will maintain a record of patients who have chosen to opt out. Their information will no longer be passed to DrDoctor. Please note that if patients opt out of the DrDoctor service they will not be able to have video appointments with the Trust.

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Why does my screen look smaller when joining from a mobile device?

If you’re joining your video call from a mobile device you may notice that your camera screen tile appears smaller. If you switch your auto-rotate to off and turn your camera horizontally this will enlarge the tile.

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