Video appointments

Black person's hand holding a phone showing a video appointment

Quick start for your video appointment

  • You’ll get a text or email with the date, time and secure link
  • Use a phone, tablet or computer with camera, mic and Wi-Fi
  • Find a quiet, well-lit space and join a few minutes early
  • If video doesn’t work, your clinician will phone you

Joining your video appointment

How do I join?

You’ll get a text or email with the date, time and a secure link. Click the link a few minutes before your appointment to enter the private waiting room.

What do I need?

  • A smartphone, tablet, laptop or computer with a camera and microphone
  • A good internet connection (Wi-Fi works best)
  • A quiet, well-lit space where you won’t be disturbed
  • Headphones help reduce background noise. Place your device on a table or surface so it stays steady.

Will I get a reminder?

Yes. We’ll send you a text reminder one to two hours before with the link to join.

What if my doctor or nurse is late?

Sometimes your clinician may be delayed. If so, you’ll see a “waiting room” screen. They will join as soon as possible, or we’ll phone you if there are longer delays.

What if the video doesn’t work?

If there are technical problems, your clinician will phone you on the number we have for you. Please make sure your contact details are up to date.

Common questions

Can I use my phone, tablet or computer?

Yes, most devices work. The service supports modern browsers like Chrome, Firefox, Safari and Edge. Internet Explorer is not supported.

What if my camera or microphone doesn’t work?

Check that they’re switched on in the video call. Allow access if your browser asks. Make sure your browser is up to date. If it still doesn’t work, your clinician will phone you.

My video or sound is poor — what can I do?

  • Move closer to your Wi-Fi router
  • Ask others to pause streaming or gaming
  • Avoid taking the call while travelling
  • If possible, plug into a stronger internet connection

Can I invite a family member or carer?

Yes. You can forward your joining link to a family member or carer if you’d like them to join the call with you.

Will my appointment be recorded?

No. The video call and any messages during the appointment are not recorded. If you want to record separately, speak to your clinician first.

Is my data safe?

Yes. The service is run by DrDoctor, a trusted NHS partner, and meets NHS standards for protecting your information.

What is DrDoctor?

DrDoctor is a secure NHS technology partner that helps us manage appointments and send messages safely. Texts from 07860 039 092 are genuine.

Can I choose not to use video appointments?

Yes. If you want to opt out of DrDoctor services, reply STOP to a text, change your settings in the portal, or contact the booking team using the details in your appointment letter. Please note you won’t be able to use video appointments if you opt out.

Is guidance available in other languages?

Yes. NHS England provides quick guides on video consultations in several languages including Arabic, Bengali, Polish, Punjabi and Urdu.