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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 User Permission of Clinician or All Access
  • A webcam and echo-reducing microphone/headset plugged in
  • 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.

Consent status

As video calls need to send the patient an SMS invite to the call, it is important to understand the different consent statuses. These are found in the Consent field after pressing the Patient button.

No SMS consent

  • No SMS consent means that the patient has not consented to receiving SMS messages
  • You will be provided a warning of this, but you can use the Override button if the patient has given you permission to send them a message
  • If the patient does not give you permission, we recommend falling back to a telephone consultation

SMS consent or patient has myGP app

If the status is the patients consents to SMS or the patient has myGP app, it is possible to use video consultations.

Starting a video call

  • Press the green call button to start calling the patient.
  • You will see a waiting for patient to connect screen
  • The patient will receive an SMS invite within a few seconds or a minute
  • The patient will complete the on-screen prompts to start the call
  • Once the patient answers, you will see the patient’s video feed begin.

Copying the invite link

  • If the patient is not able to receive SMS messages for any reason, start the call as per the above
  • On the “waiting for patient to connect” screen, press the Copy Link button
  • You can now email this link to a recipient

Top tip: this can be useful for making video calls to care homes where you may be calling a laptop/tablet instead of a mobile phone

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.

I have a problem

If we have not been able to answer your question, or you think your video calls are not working within myGP Buddy, contact our Support team to help you.

Contact Support

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