Warning alert

Problems joining your video clinic?

If there is a technical issue during your video clinic appointment, your healthcare professional will call you on the phone to start a telephone consultation instead. The number displayed when we call you will start with 0203.

We offer options for patients to have clinic appointments over video. There are several secure ways to access your video appointment, which will be indicated on your appointment letter.

Video appointments can save you time, money, and the stress of travelling to a hospital site. They still allow you to have a face-to-face visit, albeit virtually. We will be able to see you during the call, and you will be able to see who you are talking to as well.

You will only have a video appointment if your clinic team have contacted you to set this up. If you are unable to attend any appointments, please contact the clinic team using the details in your appointment letter.

MyCare UCLH is our patient portal. You can activate MyCare to view your letters, appointments, receive reminders, update your health information before an appointment, and more. Find out more about MyCare UCLH.   

If you need help with activating MyCare UCLH, or need support with our video clinic system, please email the MyCare Helpdesk at uclh.MyCare@nhs.net. 

If you need some technical support with a test call before your clinic, our volunteer Tech Buddies are here to help. Please email them at uclh.techbuddies@nhs.net.

Things to think about before your video clinic appointment

  1. Your appointment letter will tell you how to access your video appointment.
  2. Read the specific guidance on setting up and testing your equipment, whether the appointment will take place on Microsoft Teams, Zoom, or Attend Anywhere.
  3. Make sure you are sitting in a private, well-lit area where nobody will disturb you.
  4. You are welcome to invite a family member, friend and/or carer to sit with you throughout the video consultation.

Most individual video appointments are on Microsoft Teams accessible through the MyCare UCLH patient portal 

Please note that if your appointment is on Microsoft Teams, you will only be able to access your link via your MyCare UCLH account. If you don’t have an account yet, you’ll need to create one. This might take a day or two, so please prepare for your appointment a few days in advance.  For details, see "Microsoft Teams video clinics"

If you need technical help before the day of your appointment, please contact the MyCare Helpdesk via email at uclh.MyCare@nhs.net (Monitored closely 9am to 5pm Monday to Friday, longer waiting times outside of working hours). They can connect you with one of our volunteer Tech Buddies, who will be able to help you.  

If there are technical issues on the day of your appointment, your healthcare professional will call you on your phone. We will have included the phone number that we have on file for you in the video appointment letter.  

If your contact details are incorrect, or you prefer to use a different telephone number for your appointment, or you need to change or cancel your appointment, please contact us as soon as possible on 020 3447 9393 (9am to 5pm Monday to Friday) or online at https://uclh.frank-digital.co.uk/appointments or by email uclh.appointments@nhs.net.

Safe and proper use of mobile phones and other communication devices during your video consultation

The use of mobile phones and other devices can be helpful for patients and their relatives during video consultation. You can use a mobile device for voice recording of difficult or complex information, or to reach out to family and friends. UCLH allows patients to use mobile devices to record the appointment if they follow the appropriate safeguards stated below.

  1. You must not record a video clinic appointment if there is more than one patient attending, such as group video appointments or drop-in sessions.
  2. Please inform your healthcare professional if you would like to record your consultation, so they can make a note of this in your healthcare record.
  3. The recording should be for personal use only. It is illegal to share any recording on social media or other publicly accessible formats. The misuse of a recording may result in criminal or civil proceedings
  4. Any recording is private and confidential. It is your responsibility to keep it safe and secure.

You may share your consultation recording with another healthcare professional, if you have mentioned to everyone in the recording that you intend to do so.