Video consultations: Frequently asked questions

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.

One way is to sign-in to the Patient Portal on your computer - here's how you can do just that:

  1. Go to the  Patient Portal (www.nhs.my/gwh)    
  2. Enter your personal details and click 'Let's go!'
  3. This will send a one-time code to your mobile phone
  4. Once you have entered that into the portal, you are signed-in
  5. Now find the right appointment and click on it
  6. You should find a 'Join video room' button on the appointment details view
  7. ...and that will get you in

As an alternative, you can copy-and-paste the video link from your text message into an email and send it to yourself.

Open the email on the other computer and the link will still work.

This is quicker and easier if you are familiar with copy-and-pasting links. 

My clinician cannot hear me - what should I do?

See the onscreen mute button to check you are not muted.

Check which web browser you are using.

We recommend Google Chrome for PCs and Androids and Safari for Apple devices (IOS and MAC).

You can download the latest version of Chrome from Google at download the latest version of Google Chrome (www.google.com/chrome/) or install or update Safari at the Mac App Store.

If you are using the most up-to-date browser, you may want to check your computers audio settings to see which microphone you are using.

Check if other software is using you microphone - e.g. Skype. 

I have poor video/audio quality - what should I do?

This may be because your internet connection is not strong enough.

You can check your internet speed online using an online service like Speedtest (www.speedtest.net).

Your internet connection can be influenced by other people using the bandwidth (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 the bandwidth.

Please do not try and have your video consultation on the move.

The quality of the video will probably be poor, or the call will break up completely, wasting your time and your doctor's.

Walking to work, on the bus or in a car are all bad places to have a video consultation. 

Video consultation is not working with my device or browser - what should I do?

It's worth checking you are using the right browser for your device:

On a Windows laptop or desktop computer, your video consultation will work on the latest versions of Google Chrome or Mozilla Firefox.

Microsoft browsers are not properly supported but you might wish to try if you have no other option.

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

On iOS mobile phones and tablets (iPhone, iPad), your video consultation will work on recent versions of the Safari browser. At this time, it will not work on Chrome or Firefox. 

If you are using the recommended browser for your device and it does not work, you may be using a very old version.

We strongly recommend that you upgrade to the latest browser version, not just for the sake of your video consultation but because it will give you a better and more secure experience generally!

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

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

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 ready for your video consultation.

It only takes a couple of minutes and is the best way to ensure success. 

From the waiting room you can use the 'Test setup' button to access the self-test.  

To test your speakers

Click the 'Test' button. You should hear a short chime.

If you hear nothing, it may be that your computer or mobile is currently muted, or that the volume is set very low. Check this first.

If this is not the issue, you may need to change the speaker setting on your device.

You might find this in Control Panel on a Windows computer, or System Preferences on a Mac.

Mobile phones and tablets have similar device settings screens.

This is often necessary if using earphones or a headset.

To test your microphone

Speak out loud.

You should see the volume indicator under 'Microphone' flashing if your microphone is working.

If not, try changing your input device from the drop-down menu.

If this does not work, it may be that your web browser has not been allowed access to your mic.

You will need to find the settings on your browser to rectify this.

To test your video

Close the 'Settings' pop-up and you should be able to see yourself in full screen while in the waiting room (or in the top right hand side of the screen if you're already in the consultation). 

If you cannot see yourself as we have described above, make certain that the camera on your device is switched on and not covered by something.

If that is okay, you may need to change your input video preferences from the drop-down menu. 

If this does not work, it may be that your web browser has not been allowed access to your camera.

You will need to find the settings on your browser to rectify this. 

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

If there is someone not living with you that you wish to join your video consultation, you can forward your text message to them, or copy-and-paste the link from the message into an email.

They can use the same link and it will allow them to join the video consultation with you.

The link you receive is private to your video consultation.

But this does mean that anyone you share it with can join the call.

Also, it may be appropriate to check with your clinician first and confirm that it is okay for you to invite someone else.

Imagine your appointment was at the hospital - would your clinician expect you to bring this person into the consultation room with you? 

There is a limit of four people in a video consultation, including the clinician. 

How do I login to the patient portal?

To access the online portal, we need your correct details on our system.

Please phone 01793 604080 to check that we have your correct:

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

What is DrDoctor?

DrDoctor is a digital health company modernising how hospitals and patients communicate.

They provide a convenient way for patients to manage your appointments while reducing costs, saving time, and developing better overall experiences for patients.

We use DrDoctor as a technology partner to deliver messages and services to you about your appointments and your care and treatment.

You can rest assured that if you get a text message from us with an nhs.my/gwh or DrDoctor link in, then it is from us.

How is my data handled?

To enable us to deliver this service, DrDoctor will have access to your contact information but not to detailed information about your health.

DrDoctor is accredited to the highest standards set by the NHS for protecting the healthcare information of UK citizens.

For more information, please see the DrDoctor privacy statement (https://my.drdoctor.co.uk/privacy).

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