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Frequently asked questions

What is a video consultation?
A video consultation is an appointment that takes place between a patient and a clinician over video, as opposed to face-to-face or over the telephone. You will receive the same quality of care as you would in a face-to-face appointment.

Why is the NHS using video consultations?
There are lots of benefits to using video consultations, including:

  • Saving patients, their families and carers time and money by removing the need to travel to an appointment
  • Giving patients the flexibility to have their consultations in a place that is convenient to them
  • Reducing disruption to a patient’s day, by reducing the amount of time they need to attend an appointment
  • Reducing carbon emissions associated with travel
  • Reducing the spread of infectious diseases such as COVID-19, by avoiding face-to-face contact.

Why is the NHS using video consultations as part of its COVID-19 response?
Using video consultations supports with the NHS’ COVID-19 response by:

  • Preventing the transmission of the disease, by reducing the need for physical attendance at NHS sites
  • Enabling clinicians to see patients who are unable to travel, this includes patients who are in at risk groups or who need to self-isolate
  • Enabling clinicians to work from home, this includes staff in at risk groups, those who are self-isolating or those who are experiencing travel difficulties.

I have been offered a face-to-face appointment but do not want to come in because of COVID-19. What should I do?
Some face-to-face appointments will be necessary over this period. The decision on whether an appointment will take place face-to-face, on video or by telephone will be taken by an expert clinician based on your individual care needs.

If you are worried about attending a face-to-face appointment, please contact us, your clinician may be able to offer you an appointment either by telephone or video instead.

If you think you have COVID-19 you should cancel your appointment and make sure you are following official advice on the NHS website.

It is important that you let us know if you need to cancel your appointment, so that we can use the time to care for other patients.

Are video consultations right for me?
Video consultations are suitable for many patients who do not need a physical examination and who are able to communicate via video. Your clinician will only invite you to a video consultation if they believe it is right for you. Your consent is vital. If at any time you feel that you would like to end the video consultation, you can advise your clinician that you would like to end the video call and arrange another appointment.

You do not have to accept the offer of a video consultation, you will be offered a telephone appointment if this is preferable.  However at this time will be limiting Face to Face appointments consultations for urgent cases only in order to reduce risk of Covid-19 infection transmission.

Can a family member, carer or friend join me for my video consultation?
Yes. This can happen in two ways:

  1. If they are in the same location as you, then with the Clinicians agreement they may join you during your video consultation. You should let your clinician know if you have someone with you at the start of your appointment.
  2. If you would like to invite a family member, carer, friend or interpreter please advise us in advance if possible or ask your clinician to invite them to join the consultation at the start of your appointment. Give your clinician the individual’s email address or mobile phone number during your appointment and the clinician will send them an instant message, with a link enabling them to join your appointment.

What equipment do I need for a video consultation?
You can access your video consultation on a smartphone, tablet or laptop/computer. You can use your device’s inbuilt microphone and camera, but some people find they get better call quality using an external headset and web camera. You will need to be connected to the internet through Wi-Fi, 3G, 4G or an ethernet connection. It is a good idea to test your equipment before your appointment.

We recommend that in preparation for your appointment you complete a ‘test call’ using the web link shared in your appointment letter, the link can also be found on our video consultation patient information page.

Will I need to download anything?
Providers should include information about whether applications need to be installed or what browsers can be used if using a web-based platform. The platform is accessed via a web browser and does not require any applications to be downloaded. You can use either Google Chrome (for PC/Mac/Android devices) or Safari (for iOS devices and Macs) or Microsoft Edge.

What happens if I am late for my video consultation?
Your clinician may or may not be able to accommodate this therefore we would advise to you contact our Contact centre to reschedule your appointment if this happens.

Is this service confidential and secure to use?
Yes. Attend Anywhere provides secure video consulting which has been approved as confidential and safe by the Welsh Government and NHS Wales. Video calls are not recorded and no patient information is stored by the system. You do not need to download an App or create an account to use this service.

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