Updated 03/12/2021

For more information on downloading the toolbar please press here.

For our guide to video consultations through the eConsult toolbar please press here.


Once you've logged into the toolbar, press on the video/telephone icon at the end of the toolbar and you will be on the Consult Now page. Consult Now allows clinicians to call patients from their computer or using their mobile or landline (included as part of your access to eConsult toolbar) or send patients a link for a video consultation.

For a phone consultation enter the patient's phone number and select either This Computer to use audio from your computer or My Number to use either your own mobile or landline (your number will not be shared). Then press the blue Start Call button.

Please note the call is not recorded, if you would like to record the consultation please use the My Number option and call a number that is recorded e.g. your surgery phone.

If you have chosen to use your computer you will see the following screen.

If you are using your computer you should hear the audio through your speakers once the patient answers the call, if the call does not connect this could mean the patient has either not picked up the phone or rejected the call.

If you are having connection issues please head to our FAQs here for more information.

If you have chosen to use the My Number option you and the patient will receive a phone call. Once you have both answered you will be connected. You will see the following screens displayed during the call and you can either use the computer or your phone to hang up the call once it has ended and you will be redirected automatically back to the Consult Now page.

During the call you're able to mute, hang up, and also upgrade to video.


FAQs

What number will ring the patients and can we personalise the number?

The number used is an outbound only number: 02080925770. Therefore patients will not be able to text or call the number back. We chose to have a number rather than anonymous following feedback sessions from patients. Currently you're not able to personalise the number.

What happens if the patient doesn't answer?

You are able to hang up at any time if the patient doesn't answer, or it will ring onto their voicemail where you can choose to leave a message.

What happens if I have a problem?

The Q health team is available from 8am-8pm, please contact us using the pink button in the bottom right and we can help out.

I can't hear my patient?

Please ensure you have given permission for your microphone to be accessed, your speakers are switched on, or headphones plugged in. If you're still having issues please ensure the call has connected and the number is correct. You can also contact the Q health team using the pink button who can help out!

Is the call recorded?

The call is not recorded on the Q health platform. If you need to record your telephone consultation, you can choose to make the call from My Number and enter your recorded practice landline, which will connect this recorded line to the patient.

The call connects but I can't hear the patient and they can't hear me

If you are struggling to connect with your patient it could be related to an IT firewall which is blocking the connection - please share this article with your IT team - https://support.qhealth.io/en/articles/5275784-telephony-firewall-and-ports and recommend they get in touch with the Q health team on support@qdoctor.io


If you have any questions or would like training on the new platform features please email support@qdoctor.io or press on the big pink circle to speak to a member of the Q health Support Team! We also have a new FAQs section here where you may find the answer!

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