Telephone, video and email consultations

Things to consider before a telephone, video or email consultation

1.  If you are having a video consultation, whether you have a suitable computer, tablet or ‘smart’ phone with a camera and microphone. Check this equipment before your consultation to make sure it is working.

2.  How long the appointment may take and who it is with (for example, a GP or a nurse).

3.  Whether there is anything you need to know about or do, or if there is any specific guidance or links that you need.

4.  Whether you want someone to be there with you.

5.  Whether you have a quiet place where you won’t be disturbed for the consultation.

6.  Whether your GP practice has your most up-to-date email address and phone numbers.

Plan for the consultation using the rest of this section and Form D.

Things to do if you are having a telephone, video or email consultation.

1.   Wait by your phone or other device at the time of your consultation or follow the link (if any) you have been sent.

2.   If you are having a video consultation, at the start of the call say “Hello” and wave to check that you can see and hear the doctor or nurse. You may have to check that your device’s microphone and camera are working.

3.   Double check that the doctor or nurse has your phone number in case the connection fails and they need to call you back.

4.   At the start of the consultation your healthcare professional may check your identity (for example, by asking for your name and date of birth) to confirm they are talking to the correct person.

5.   Double check that you have the name of the doctor or nurse you are talking to.

6.   Be ready to discuss what you have planned in the ‘Visiting your GP or a pharmacist’ section of the guide and form D, as you would with a face-to-face consultation.

7.   Use your device’s camera to show things you might need to discuss (for example, a rash).

8.   If you are cut off and cannot reconnect, wait for a phone call. You may want to double check what your practice does in this situation at the start of the call.

9.   Consider what are the next steps for treatment and management.

10.  Write down any advice or instructions using ‘Things to consider after your consultation’ section of the Guide and Forms E and F.

11.  Make sure you understand the next steps (for example, where to take a specimen and who to leave it with).

12.  Make sure you know the opening and closing times of the GP practice or pharmacy.

13.  Ask any questions you have.

14.  Do not disconnect the call until the consultation has finished and you have both said goodbye.

Personal details & medical conditions

Personal details &
medical conditions

Create a personalised record

University of Manchester
Northern Care Alliance NHS Foundation Trust
Funded by NIHR