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Virtual Consultation Frequently Asked Questions

If you are experiencing technical issues

Please call 020 7566 2357, select 1 for appointments and select option 4 for support.

Please have your phone nearby so the clinician can call you if required.

If you are having audio trouble you can communicate with us through the chat function displayed on the Attend Anywhere screen.

For further advice please look at our troubleshooting guide below the button to join your call. 

 

Smartphone and tablet users.

If you can, connect to a home or work Wi-Fi network to avoid using your mobile data allowance.

Instead of travelling to your appointment, enter the clinic’s online waiting area.

The health service is notified 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.

 

Virtual Consultation FAQs

What will happen during my virtual appointment?

When you ring us, we will check your connection and you will go through to an online waiting room. We will take some details from you, and you will then be placed in a queue to see our specialist.

Will you be able to assess my condition properly?

Our teams will have reviewed your case before deciding to offer you a telephone or video appointment in the first instance. If during your appointment, your clinician decides that you would benefit from a face to face appointment, they will discuss this with you.

 

What if I’m left in the online waiting room?

You should be able to see your position in the queue, and the queue should be steadily getting shorter. While we do everything we can to keep all our clinics to time, it is not unusual to have to wait a few minutes for your appointment and, occasionally, for 30 minutes or more. If you think you are having technical issues, please call 020 7566 2357 and select option 4.

 

What do I need to make a video call?
  • 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
  • Safari web browser on an Apple iMac, MacBook, iPad, or iPhone
  • Web camera, speakers, and microphone already built into laptops or mobile devices.

 

I don't have a device that has a camera and microphone; can I still have a video consultation?

Unfortunately not; to hold an effective video consultation our clinicians will need to both see and hear you, therefore your device must have a camera and a microphone. Please press ‘Ok’ for all camera and microphone access pop ups.

Is it secure?

Video calls are secure; your privacy is protected. You have your own private video room that only authorised clinicians can enter.

 

How much does a video call cost?

The video call is free, except for your internet usage.

 

How much internet data will I use?

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

 

What browser do I need to use?

Make sure that you use one of the following web browsers:

Google Chrome Windows 7+, Android 5.1+, MacOS 10.11+

Latest Google Chrome?

  • Check version at www.whatismybrowser.com
  • Update browser from chrome://help
  • Download new at www.google.com/chrome

 

Apple Safari MacOS 10.12+, iOS 11.4+

Latest Safari?

 

Do I meet the minimum system specifications?

Windows PC with i5 processor and 3GB of RAM (Windows 7 or later).

Apple Mac with i5 processor and 3GB of RAM (MacOS 10.12 Sierra or later).

Android-based smartphone or tablet (Android 5.1 or later).

iPhone (iOS 11.4+).

iPad (iOS 11.4+, iPadOS 13+).