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What are video consultations?

Video consultations are outpatient appointments delivered via video technology. This means you can have a face to face consultation without being in the same place as the clinician. We use a system called ‘AccuRx Fleming’ for video consultations.

During Covid-19, we will deliver many outpatient appointments via video. You may also be invited to a telephone appointment.

Why choose it?

Infographic, why choose video consultations? 1. It can help with social distancing. 2. It can save you stress, time and money. 3. Adds a visual dimension. 4. Call are safe and secure.

What you need

Video consultation infographic - what you will need. 1. A charged up computer, tablet or smartphone with a built in camera and microphone. 2.A quiet well-lit place where you won't be disturbed. 3. A good internet connection

What to Expect - Frequently Asked Questions (FAQs)

Why have I been offered a video consultation?

Due to Covid-19 we are offering video appointments to patients.

Clinicians assess whether people can be seen by video or telephone, rather than face-face. This is to reduce the number of people attending in person. It keeps people safe and helps to stop the spread of the virus.

We also know that traditional face-face appointments are not always convenient for people due to travel and time commitments. We aim to continue offering video appointments in the future.

What is involved in a video consultation?

Video consultations are similar to a face-face consultation. Depending on what the consultation is about the clinician may ask you to do certain movements or actions, or look at an area of your body. If you need to have a physical examination then a video consultation may not be right for your care. The clinician will tell you if you need to be seen in person. Clinicians must still maintain confidentiality at all times, even when delivering a video consultation.

Do I have to have a video consultation?

No. We do encourage people to use video consultations and if you need support to access please tell the clinical team. However if you do not want a video consultation please let the team know at the time of booking. If you change your mind after booking, please contact the department to rearrange your appointment.

The clinician should also check you are okay to proceed on video at the start of the video consultation. You are able to stop the video consultation any time if you change your mind, or feel uncomfortable having a video consultation.

Will it affect my care if I choose not to take part in a video consultation?

Your care will continue even if you do not want a video consultation. However, during Covid-19, it may mean that the clinician cannot see you as quickly as usual. There may be high demand on our services and there could be staff sickness. There may be other patients who need to be seen first but we will try and see you as soon as possible.

How do I attend an outpatient appointment by video?

Instead of physically travelling to the appointment and sitting in a waiting room, you will be sent an electronic link to join a ‘virtual’ appointment online. You can use a mobile phone, computer or any device connected to the internet.

Do I need to download anything?

No. You access the video consultation via a web browser and it does not require anything to be downloaded.

Is it secure?

Yes. The video consultation has a unique link and all participants join via this link. No one else can ‘listen in’. The video and audio communication of the video consultation is only visible to participants on the call, and is not recorded or stored on any server.

How does consent work?

You (the service user) agree to take part by clicking on the link to the video consultation. You can change your mind at any time by either not clicking on the link to the video consultation or leaving the video consultation.

Can someone else accompany me in this appointment?

Yes of course. Other people can join your appointment such as a relative, friend, guardian or carer. If they are with you in person, just let the clinician know at the start of the appointment that you would like them to be present.

If someone is joining from a different location the clinician should be able to add them to the call. Tell the team beforehand or as soon as the clinician starts your video consultation. Tell them the name and phone number or email address of the person you would like to join the call.

If you need an interpreter this will be arranged before the appointment. On the day of the appointment the interpreter will join in the video consultation with you and the clinician.

Does it cost money?

No. The service is offered free of charge.

If you make your video call over a Wi-Fi connection, your call will be free apart from what you already pay for using the internet.

If you make your video call using your mobile data, you may be charged extra by your network provider if you go over your data allowance. You should connect to Wi-Fi where possible to avoid using your mobile data.

How can I get the best out of a video consultation?

  • The clinical team should ask you beforehand if you need any help to access the video consultation. Do let them know if you have any access requirements e.g. you need an interpreter, you are hard of hearing or have a disability, or you need a longer appointment time.
  • Make sure your device and internet connection is working.
  • Find somewhere quiet and well-lit.
  • You need a space where you can discuss confidential information.
  • Choose something suitable to wear so we can look at the area of your body we want to talk about.
  • Look at the screen. There is no need to look directly at the camera.
  • Use the screen camera to show things, such as where you are feeling pain.
  • If all goes well, the video call will feel like a face-face appointment.
  • If you are not sure about anything just ask.

How to have a video call with AccuRx

  • When you receive the text or email click on the link.
  • It will open your internet browser (e.g. Safari, Chrome)
  • It may take you to a screen where you need to ‘test‘ your microphone – allow this test, then ‘click to continue
3 screen shots show the beginning of the video consultation process. Image 1 shows a view of the text message on a phone screen, which includes a link highlighted in blue to click to access the call. Image 2 is a screenshot stating the video call is about to start and has the option to test your microphone before the call. Image 3 shows a pop up box on the screen where accuRx is requesting access to your device microphone, please click 'allow'
  • It may show you a screen where you need to click ‘Request permissions’ to enable your camera and your microphone. This is so we can see and hear you.
  • You should then be able to see your clinician.
3 Screenshots showing the process of accessing video consultations. 1. Screen showing microphone being tested before start of call 2. What your phone/tablet screen would look like if it is requesting permissions to use camera and microphone. 3. The screen showing a call in progress

Easy Read Version

How to have a video call with AccuRx

Further help here:

Video consultation troubleshooting

AccuRx Patient Guide

Link to accuRx website