Articles on: Video Consultations

Troubleshooting your video consultation setup

This guide should help you with any issues when you are setting up your video consultations or preparing for a call. It might also be useful as a checklist to work though if you are testing the process!


Troubleshooting issues during a video consultation is covered here


Issues with accessing video consultations from your diary


  1. Have you created video appointment types?


  1. Have you booked video consultations into your diary using your specified video appointments?


  1. Has the appointment been booked into the correct diary? The Switch to video icon will only appear to the user the appointment has been booked with, ensuring only the clinician can initiate the session


  1. Have you set up video confirmations?


  1. Have you set up video reminders?


  1. Was the client opted in to communications at the time of booking?


  1. Was the message delivered? You can check this on the Messages tab of the Patient Summary


  1. If the message wasn't delivered, are the contact details listed for the patient correct?


If the link was sent to the wrong email/mobile number, you can manually resend it to a patient



  1. Is the patient using the correct access link? Each appointment uses a different unique link so will only work once for one appointment. Is there an error message? Can they try accessing the link on another device to see if the same issue persists?


  1. Is the patient using a supported browser?


If you have checked all of the above and you are still having issues with setting up your video consultations or preparing for a call, please do get in touch via the chat icon and we will help you get to the bottom of it!

Updated on: 17/06/2022

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