Trust HQ, Tatchbury Mount Calmore
Southampton SO40 2RZ
Phone number: 023 8087 4000
What is a video appointment?
A video appointment is a way to meet with us without needing to travel. You and your practitioner will be able to see and hear each other using a secure online service.
If you find it difficult to get to your appointments in person, this could be an easier option for you. Some patients choose video appointments so that they don't need to leave home or work.
For others it means they can bring someone to the appointment who wouldn't be able to attend in person.
Not sure which Video appointment system to use? - Click the Image Below
Staff Guidance - Click the Image Below
Live Clinic Portal Staff Guidance - Click the Image Below
Zoom Staff Guidance - Click the Image Below
Zoom Document Library
Clinician FAQs - Audio
Clinician FAQs - Video
Clinician FAQs - Connectivity
Clinician FAQs - Access
Clinician FAQs - General
Has your patient allowed microphone when prompted?
Send patient an instant message to ask them to check:
They are not on mute
Their volume is turned up
You are not on mute
Your volume is turned up
Use a headset.
Plug the headset into a different USB port and rejoin the call.
Always use a headset
In Client, at the top, click arrow at side of audio symbol
Tick Echo cancellation.
Use three bar menu to the right and select Fix Audio Problems
Use moderator controls to adjust patient's audio
See Quick Reference Guide ' Visionable Meeting Set Up Guide' here
Send your patient an instant message.
Click on the three bar menu next to their name in the meeting and select Send Instant Message.
The message will appear in the middle of the patient's screen and they can type a response.
See Quick Reference Guide 'How to use Instant Messaging' here.
If using your laptop camera - is the laptop lid open?
Select the right camera - either integrated webcam (in your laptop) or webcam (separate webcam sitting on top of your PC) by clicking on the downward arrow next to the camera icon at the top of Client or selecting Tools/Video/Integrated Webcam from the Client.
In Client click on the camera icon
Untick integrated webcam and tick webcam
What device is your patient using?
See the guidance on the Trust website for all devices here
Request via LogIT
The Video Appointment supports any computer with an internet connection, webcam and microphone.
Patients can connect through a computer or through Android and iOS platforms.
Internet requirements are a minimum speed of 256 Kbps.
The quality of the video is directly dependent on the speed of the internet.
Did you use your correct work email address, all lower case?
If not, restart the Registration process.
Be sure not to download anything during the registration process - the software is already downloaded.
Did you receive an email from Visionable to activate?
If not, restart the Registration process - make sure your work email address is correct and in lower case
If the shortcut on your desktop is not working, go to the Visionable icon in the taskbar at the bottom of the screen. Alternatively, go to the upward facing arrow at the right of the taskbar to Show Hidden Icons - the Visionable icon is there.
See Quick Reference Guide 'How to Open Visionable' here.
Unlimited licensed SHFT staff +
2 unlicensed people - e.g. patient + relative/carer
You cannot enter a meeting unless you have been invited by the clinician.
Each consultation is accessed using a unique URL.
Video Appointments are not recorded.
See Quick Reference Guide 'How to Set Up a Team Meeting using Visionable' here.
Or try Zoom by downloading the free app
You cannot add yourself to a Community.
Always click on the green banner at the top of Client to be added to your Community.
Click on the arrow to the left of Community Name to expand
Contacts list is for staff only - do not add patients.
Put Visionable colleague's name in Search Contacts field
Click on Invite tab bottom right of Client window.
Your colleague will receive a green banner on Client to accept
Follow instructions to add to Contacts list.
Colleague will get a green banner on their Client to click and accept invitation.
Once accepted, colleague appears in contacts and you can send an instant message.
Possibility of firewalls on the receiving device preventing receipt e.g. Hampshire County Council.
Send SMS text instead or copy and paste message from Visionable to alternative email i.e. SHFT or NHS account
All Visionable licensed staff have access to the the firstname.lastname@example.org group mailbox.
Do not use your team's generic email
Quick Reference Guide 'How to Send from the Video Appointment Generic Mailbox' here
No need to telephone or text.
Instructions to re-send the invitation are in Quick Reference Guide 'Re-Confirm a Video Appointment with a Patient/Guest' here.