Video appointments

Where possible, outpatient appointments will now take place by video or phone.

A video appointment (sometimes called a virtual appointment) is the same as your usual face-to-face appointment at the hospital or community clinic but conducted over a video link instead. This is done using a secure system called Attend Anywhere.

If you have been offered a video appointment, do not come to the hospital as you will not be seen.

Why you are having a video appointment

To improve outpatient services, we are increasing the number of clinic appointments delivered by video or phone.  This limits people’s exposure to flu, Covid and other infections that could be caught in a hospital or clinic. Patients have told us that it reduces the need to take time off work and avoids the difficulties of travelling to the hospital and parking.

Your health professional has reviewed your condition and decided that it is safe for your appointment to take place via video.

What happens

• Your appointment letter gives you the time and date of your appointment which will take place using Attend Anywhere (a secure video appointments system).
• Use the link (in Box 1, above) to get to the Kingston Hospital video appointments web page.
• Choose your service or department from the list (this should be on your appointment letter). Then follow the link.
• Follow the instructions on the screen to be taken to the waiting room.
• The health professional delivering the appointment will admit you when they are ready.
• If earlier appointments have over-run, you may have to wait a short while until you are seen.

What you need to access a video appointment

• A good connection to the internet. If you can watch a video online (such as on YouTube), you can make a video call.
• A web-camera, speakers and microphone. These are usually already built into laptops and mobile devices.
• Good Wi-Fi signal, if you are connecting using Wi-Fi.
• If you are using a mobile device such as a tablet or phone, try to connect using Wi-Fi to avoid using your mobile data allowance.
• Use one of following web browsers:

Security and data usage

• Video calls are secure. Your privacy is protected.
• You will have your own private video room that only authorised health professionals can enter.
• If you do not connect via Wi-Fi, you do not use any data while you are waiting for a health professional to join you. Once the video call begins, you will use a similar amount of data to Skype or FaceTime.
• The video call is free except for data usage.

Preparing for your video call

• You need to be in a quiet, well-lit area where you can talk privately with the health professional without being disturbed.
• Have a list of your current medicines.
• Have your appointment letters available and any other documents connected to your condition.
• Have pen and paper ready in case you want to take notes.
• Please test your connection in advance, and that your camera and microphone work. You can do this via the Kingston Hospital video call web page. You can access this using the link in Box 2, above.
• For privacy reasons, please do not record your appointment.
• A family member, friend or carer may join you at the video appointment if they need to be there to support you.

If you can’t get into the waiting room at your appointment time

Check your device has access to your camera and microphone.

Please tell the department straight away if you have any technical problems with the video call by phoning the number at the top of your appointment letter.

If you miss your appointment

If you miss your appointment, including any situation where you are unable to attend the video appointment and do not contact us to explain, the healthcare professional will decide on the next step. This could include re-booking your appointment or discharging you back to your GP.

Contact us on the phone number at the top of your appointment letter if you have any concerns about this.

Interpreters and special communication needs

Interpreters

We can arrange for an interpreter to be on the video call with your health professional. Ask a family member or friend to phone the hospital department (the number is on the appointment letter) at least 3 days before your appointment and tell us which language is needed.

Special communication needs

If you have special communication needs – for example, you are deaf or have a learning difficulty – ask a friend or relative to phone your hospital department (the number is on the appointment letter). They can then discuss the best way for you to access your appointment.