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, instead of 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 coughs, colds and flu, by avoiding face-to-face contact.

Is this service confidential and secure to use?

Yes. Medio provides secure video consultations. 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.

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.

Can a family member, carer, friend or interpreter join me for my video consultation?

Yes. This can happen in two ways:

If they are in the same location as you - with the agreement of your clinician, 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.
If they are not in the same location as you - please advise us in advance if possible. You can ask your clinician to invite them to join the consultation at the start of your appointment. You will need to give the clinician their email address or mobile phone number, so the clinician can send them a message with a link for them to join your appointment.

How do I attend my appointment?

Details of the equipment you need and how to join your appointment are explained here (opens in new tab). You can even watch a quick video explaining what to do.

Can I check my equipment before my appointment?

We recommend you run a short equipment test beforehand to help identify technical issues before your appointment. It only takes about 30 seconds. To do this test, open the web address provided in your letter or communication, and click the button that says test equipment.

What happens if I am late for my video consultation?

Your clinician may or may not be able to carry out a late consultation. You may need to contact the virtual receptionist via the Contact Centre on telephone number 0300 303 9642 to reschedule your appointment if this happens.

Does the website comply with Web Content Accessibility Guidelines version 2.1 AA standard?

The MEDIO Consult platform is provided by Involve and is designed to offer an accessible and inclusive experience for all users. It is compatible with assistive technologies and complies with the Web Content Accessibility Guidelines version 2.2 AA standard.

Read the bilingual MEDIO Consult accessibility statement (opens in a new tab)