The information on this page is for people who have a Video Call consultation booked with their health service. Please note, Video Call is not a booking or scheduling service and we do not provide health service providers (doctors, nurses etc), so please contact your clinic if you would like to book an appointment - and you can ask for a Video Call consultation, if preferred.

Patient/Caller: Step by Step Video Call Guide

Detailed instructions for patients attending a video consultation 

Click on the link sent by your health service and then click on Start A Video Call. 

Please note: in some cases the link you receive will take you to your health service's website and you will be given instructions regarding how to access the Start a Video Call button for the clinic you require.

Video Call will request you to allow the use of your camera and microphone. Click Allow while visiting the site or Allow this time to continue. This is perfectly safe and secure and will allow your health service provider to see and hear you. 

If you do not see this prompt and do not see a page that asks for your details, please allow access for your camera/mic.

You will see the entry fields for the clinic. 

You will be asked to enter your:

• First and last name
• Phone number 
  
  Any additional information requested by your health service, if applicable. You will see a preview of your camera under the required patient fields. If you do not see the camera preview on this page, don't worry it may be disabled for the clinic but you will see it when you click Continue.
  
  Under the camera preview you will see 4 icons:
• Camera - mute and unmute your camera
• Mic - mute and unmute your mic
• Switch camera - switch to another camera, if available (see more information below)
• Settings - check and change the device settings, if required.
  
  Please be aware that by clicking Continue callers are accepting the terms and conditions listed in the provided links.

Settings cog under camera preview
This example shows the screen you will see when you click on the Settings icon. Callers can view and select their preferred camera, microphone and speaker, if required.

Read the Important Information presented to you by the clinic and click Continue to arrive in the clinic waiting area. 

You are now waiting to be seen and your health service provider will join when they are ready. They may be running late, so please continue to wait until you are joined.

Please note:

• If enabled by the clinic, you will see your camera preview. This is not recording or viewed by anyone else - it shows your camera is working and keeps the waiting screen active until your call is joined. If you do not see yourself and you have more than one camera for your device, use the switch camera (camera) icon under your image to switch to another camera.
• You may have the option to mute your camera and/or microphone while you are waiting, if required. Use the icons under your image to access these controls. Usually you will not need to do this and you must remember to turn your camera and/or mic back on once you are joined in the call.
• If your health service sends you a message while you are waiting you will see these appear on your screen.

The clinician arrives and your consultation begins. When you are joined, you will hear an alert sound, to ensure you are ready for the clinician if you are not looking at the screen.