Making the most of phone and video appointments

Medical appointments are more likely to be by phone or video than ever before. That’s one of the ways in which the pandemic and its aftermath has changed our health system.

They can have several advantages – you don’t have to travel, or wait around at the hospital or surgery, and it can help to stop the spread of infections. However, some people tell us they find them more challenging, that it could feel harder to communicate, or you might not feel comfortable talking on the phone or by video, or just because it’s something new. Whether or not that’s the case for you, try these simple tips.

Before your appointment

• You will receive a letter, email, or text confirming the date and time of the appointment. Check what kind of appointment it is – is it a phone call or an online video call? You might be told it’s a “virtual appointment” or “online consultation”, or be sent a link to a website, in which case it is likely to be an online video call.
• Ensure your hospital or surgery have your correct contact details.
• Write down a list of any symptoms you’re having, and any questions or concerns you have. Refer back to it in the appointment, so you can make sure you’ve covered what you wanted to say.
• Write down any medication and supplements you take, including the dose and the frequency, in case the doctor asks.
• Think whether you’d like to have a family member or friend with you - you might want to ask them to take some notes. If it’s a phone call, you could still do this if you put the phone on loudspeaker.
• Have your latest medical letter to hand and think about whether there is anything in it you want to ask about.
• Choose a quiet private place where you won’t be disturbed and try to minimise any background noise.
• If you wear glasses or use a hearing aid, make sure you have them with you.
• If it’s a phone appointment, ensure your landline or mobile connection is working OK beforehand. Bear in mind the number used to call you may show as ‘withheld’.
• At the end of the appointment, ask what the next steps are. Make sure you understand and ask anything you’re not sure about.

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