At the time of your consultation, you should ensure you are somewhere private. Where possible, it’s recommended that you use a land line for a telephone consultation as mobile reception quality is often variable. If you have call barring set up on your phone, the recommendation is to use a different line as it is possible that your service provider could block the clinician’s call to you.

When a video appointment is confirmed you will be sent an email with a link to access the service. Very occasionally, email systems can experience delays. If you have not received your email you should call before the consultation is due to commence. Should a video consultation not be possible for any reason, the clinician will initiate or attempt to continue the consultation over the telephone. The availability of the online service cannot be guaranteed as mobile data and internet connections are controlled by third parties with whom Health Hero Ltd has no direct relationship or contract.