• You will need a smartphone, tablet or computer that allows video calling (see technical requirements below). Remember to make sure your microphone and camera are switched on.
• Ensure the device has a full battery or power cord nearby to charge if necessary.
• Be in a quiet, well-lit, private room.
• Check you have a stable internet connection.
• Turn off television/radio or anything that may distract you.
• Point camera away from any lights or window and onto a neutral back drop so that you can be seen clearly.
• Dress appropriately, eg. wear shorts if you have a knee problem.

1. We'll notify you of your video consultation by text message or email.
   Follow the link to login and view appointment information.
2. Check you have what you need for your video consultation.
   See 'Preparing for a video consultation'.
3. We'll send you a text message a few hours before your appointment with a secure link to your video consultation.
   You can access this link from any device (see technical requirements below).
4. A few minutes before your appointment, click the link, enter your name, and allow your audio and camera to work.
   We recommend you join a few minutes before so you can test your audio and video before your clinician joins.
5. Please wait for your clinician to join you in your private, virtual consultation room.
   You may need to wait a while if the clinic is running late so please stay on the call. Your clinician may send you a message within the video consultation if they are running behind.
6. If there are any problems, your clinician will phone you on the number in your medical record.

For further information and FAQs, visit www.drdoctor.co.uk/for-patients or contact the team your appointment is booked with.

• Step 1: Check the onscreen button to see if your camera and microphone are turned on
  If you are muted and your camera is off, the camera and microphone button will be red. Click the icons to turn your camera and video on.
• Step 2: Update your browser
  Check if your browser is up to date. The two most recent versions of the browsers are supported. Video consultations work best when using Chrome, Firefox Opera and Microsoft Edge. Safari users have reported occasional audio and video issues
• Step 3: Check if you've accidentally blocked permissions
  When you first join your video consultation, we ask permission to access your camera and microphone. If you chose "Block" instead of "Allow" this will be stopping your audio and video from working. In this case, refresh the page and follow the instructions which appear on screen, choosing "Allow" when prompted. Alternatively, you may be able to click the camera icon in the URL bar of your browser. Depending on your browser the camera icon may be on the left or right of the bar. Choose "Allow" and then try again. You may need to refresh the page.
• Step 4: Check the microphone and camera settings on your computer
  Go to your computer settings page and check that your browser is allowed access to your camera and microphone. Check the tick boxes next to your browser and refresh the video consultation page.
  For more details on how to do this:
• MacOS, repeat for Camera
• Windows, repeat for Camera

• Step 1: Move closer to your router, and ask other people to stop using the WIFI temporarily
• Your internet connection can be influenced by other people using the bandwidth (e.g streaming shows or making other video calls).
• Try moving closer to the Wi-Fi router or asking other users to temporarily stop using the bandwidth
• Step 2: Check your internet speed
• You can check your internet speed online using www.speedtest.net
• One on one consultations require at least 2.0 Mbps upload, 2.5 Mbps download speeds, and a Ping score of less than 100 ms
• Four or more participants in a consultation require at least 3.2 Mbps upload, 3.2 Mbps download speeds, and a Ping score of less than 100 ms
• Step 3: VPNs and Firewalls
  If your internet bandwidth is good, it could be an issue with a VPN or a firewall. If you are using a VPN, please disable it. For video consultations to work with firewalls, port 443 will need to open to all TCP and UDP traffic.

If you have a technical query about DrDoctor, please contact support@drdoctor.co.uk

• Windows: Windows 7 and later
• Mac: MacOS 10.10 and later
• Linux: Any x64 based system
• iPhone and iPad:
• For Safari – iOS version 13.1 and later
• For Chrome – iOS 14.5 and later
• Android: Use the latest version of the Google Chrome web browser.
• Internet speed:
• One on one consultations require at least 2.0 Mbps upload, 2.5 Mbps download speeds, and a Ping score of less than 100 ms
• Four or more participants in a consultation require at least 3.2 Mbps upload, 3.2 Mbps download speeds, and a Ping score of less than 100 ms
• You can check your internet speed online using www.speedtest.net