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Calling a patient with a video consultation

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This article describes how to call a patient with video consultations using myGP Buddy.


  • You will need to have the Remote Consultation product purchased for your practice
  • The patient will need the myGP app
  • You will need to have the User Permission of Clinician or All Access
  • The technical requirements for Remote Consultation have been met

Select the patient

Make sure the patient is selected in your clinical system, you can navigate to the Consultation screen if you wish.
Press the patient button in myGP Buddy
The patient will be automatically synced into myGP Buddy.
Learn more about selecting patients here.

Video call patient status

As the video call functionality requires the myGP app, there is a status in myGP Buddy to state whether a call can be initiated for this patient.

Red status

If the status is red, it is not possible to call the patient.
We recommend falling back to a telephone call should the status be red.
You could send a text message to the patient to advise the patient to download and register for the app from

Green status

If the status is green, you can call the patient.

Starting a video call

Press the green call button to start calling the patient.
The patient’s phone will start to ring, the patient will be able to accept or reject the video call.
Until the patient answers, you will see a loading screen
Once the patient answers, you will see the patient’s video feed begin.

Options available during the call

During a video call, there are a number of options available to clinicians.

  • Volume control – adjust the volume of the patient’s audio
  • Microphone button – mute/unmute clinician audio
  • Camera button – stop/start clinician video feed
  • Hang up button – end the video call

The patient will have similar options available to them.

Trouble connecting the call or bad quality

If you are having trouble getting the video call to connect, or if the call starts but you experience poor video and audio quality that does not improve, it is best practice to roll-back to a telephone consultation with the patient.
This will save time trying to diagnose what is wrong. Focus on treating the patient over fixing the technology live on the patient’s call.
myGP Remote Consultation is built on the leading video call platform for clinical consultations. The majority of problems experienced will relate to the patient’s phone/device, internet connection, or a network issue on the practice or patient side.
Check our service status to see if we are aware of a problem.

Need more training?

We have a wealth of training support available for the Remote Consultation product.
Click here to access full training.

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