Clinician Toolkits and Guides
FAQ's
- How do I reset my password
- Why does Safari on my iPad/iPhone take me somewhere else?
- When I try and access the Attend Anywhere webpage it won’t load?
- Will patients be removed from the waiting room after the closing times?
- Can patients enter the waiting room before the opening time?
- How do I get help using the SMS Service to send invitations to patients?
- My PC, headset or web camera are not working who do I contact for help?
- Where does a user go to log into Attend Anywhere?
- How do I put a call on hold?
- Can I show the patient what is on my screen, for example a scan / x-Ray result?
- What does the “New caller Alerts off” mean and should I switch it to on?
- Some Android phones show an error to a patient when entering a waiting room?
- My Huawei phone won’t access Attend Anywhere
- Does the software need to be installed on our computers?
- How would we remove practice staff?
- Will staff that work in more than one practice, need separate log ins?
- Can the video consultation be recorded?
- Does the practice need to take consent from the patient for a video appointment?
- Would a video consultation be able to be used for more than one patient at a time?
- Can we create separate waiting rooms by clinician
- Is there a maximum number of clinicians that can use Attend Anywhere at once?
- Will administration staff be able to video consult patients?
1. How do I reset my password?
Select the “Forgot password?” link on the Attend Anywhere log in screen:
On the next screen you will be asked to enter the e-mail address associated with your NHS Attend Anywhere account. You will then receive a message containing a unique link to the password reset page.
2. Why does Safari on my iPad/iPhone take me somewhere else?
It is important on Safari to enter the full URL including the https:// If this is not entered, Safari searches, rather than going to that address, and will show incorrect destinations.
3. When I try and access the Attend Anywhere webpage it won’t load?
Attend Anywhere is only compatible with a Chrome or Safari browser (Depending on device type), please ensure you are using either of these and that you are using the most updated version. You can download Chrome using the following link: www.google.com/chrome
4. Will patients be removed from the waiting room after the closing times?
No, if you have entered the waiting room before the closing time then you can remain in there. However access to the waiting room for new patients will not be permitted after the closing time
5. Can patients enter the waiting room before the opening time?
No, we suggest that the opening times for waiting rooms is set before the actual start time of the first appointment
6. How do I get help using the SMS Service to send invitations to patients?
Please contact the NWIS Primary Care Service Desk, who will be able to assist with SMS related queries, their e-mail address is: primarycare.servicedesk@Wales.nhs.uk
7. My PC, headset or web camera are not working who do I contact for help?
If your headset and web camera were provided to you by the NWIS Primary Care then they will be able to provide assistance, their e-mail address is: primarycare.servicedesk@Wales.nhs.uk
If the equipment was purchased by the practice then you will need to get in touch with the manufacturer.
8. Where does a user go to log into Attend Anywhere?
Once the clinician or reception staff have created their account from the initial invitation, logging into the platform is done by visiting wales.nhs.attendanywhere.com
9. How do I put a call on hold?
The easiest way to put a call on hold is to select “pause” at the bottom of your screen:
We recommend pausing both your microphone and video (These have to be done separately). The patient will see the following:
10. Can I show the patient what is on my screen, for example a scan / x-Ray result?
Yes, just select the “share screen” icon at the bottom of the screen:
You can then decide how you want to share your screen:
Please note if you only have one screen then while screen sharing you will no longer be able to see the patient but they will be able to see you plus what you are sharing
11. What does the “New caller Alerts off” mean and should I switch it to on?
This functionality allows you to set up an alert to your mobile phone every time a patient enters the waiting room. As waiting rooms have been set up per practice if you change this to “yes” then you will start to receive alerts for ALL patients that enter the waiting room, as the system has no way of knowing which patients are on your list and which are on your colleagues.
12. Some Android phones show an error to a patient when entering a waiting room?
What do I do?
While most Android phones have Google Chrome, some manufacturers, such as Samsung, put their own proprietary internet browser on and make it the default browser.
To resolve this, there are two solutions;
a. In settings on your Android phone, go to apps and find Chrome. Within these settings will be the option to make this the default browser.
b. As the error screen shows, copy the link by clicking the button. Open Chrome and paste the address into the address bar.
13. My Huawei phone won’t access Attend Anywhere.
(This could be for patients or registered platform users).
Newer Huawei phones do not run on Android and are not permitted to operate Chrome or access any apps from the Google Play store and will not be able to access Attend Anywhere. If you have an older Huawei phone that still runs Android, this issue does not affect you.
14. Does the software need to be installed on our computers?
Only the required web browsers.
15. How would we remove practice staff?
Wherever the administrative function is allocated, it can be at any/all/some levels.
16. Will staff that work in more than one practice, need separate log ins?
Single login – users can be allocated to more than one waiting area or meeting room.
17. Can the video consultation be recorded?
No. The video consultation cannot be recorded. Attend Anywhere platform is safe and secure. Primary care clinicians are advised to record in their notes as they would do in usual practice.
18. Does the practice need to take consent from the patient for a video appointment?
There is no consent required for the video consultation as it is ‘participation consent’.
19. Would a video consultation be able to be used for more than one patient at a time?
Patients would need to be informed that the video consultation is an individual appointment, only for the person booked in. The patient would also need to be informed that the link is a ‘unique link’ and it is not to be shared with others.
20. Can we create separate waiting rooms by clinician?
No, this would mean as many waiting rooms as clinicians. It would also mean they couldn’t be administered collectively. There is one waiting room per practice.
21. Is there a maximum number of clinicians that can use Attend Anywhere at once?
All based on license tier. There are limits based on subscription.
22. Will administration staff be able to video consult patients?
Administration staff can message patients but cannot join a call. Refer to the roles in the resource centre.
Secondary Care
Please note that posters are created to the size of A2. Remember to choose your preferred size, and check the 'fit to page' setting when printing.
** Developed as an adaption of the following: infographics and visuals
- Full Toolkit
- An Infographic - How Best to Use VC in Secondary Care: Suitability, Risk Factors & Red Flags
- Code of conduct for clinicians using the NHS Wales Video Consulting Service
- Legal and Ethical ** - PDF | Word (screen reader friendly)
- Secondary Care VC Process ** - PDF | Word (screen reader friendly)
- Suggested Scripting for Secondary Care
- VC Work Flow ** - PDF | Word (screen reader friendly)
- CWTCH Cymru - A Step-by-Step Toolkit for Getting Telepsychiatry Ready, Set & Go
GP Practice
Please note that posters are created to the size of A2. Remember to choose your preferred size, and check the 'fit to page' setting when printing.
** Developed as an adaption of the following: infographics and visuals
- Full Toolkit
- Clinician FAQs
- Code of conduct for clinicians using the NHS Wales Video Consulting Service
- How do Video Appointments work in Primary Care - PDF | Word (screen reader friendly)
- Legal and Ethical ** - Word (screen reader friendly)
- Primary Care VC Process ** - PDF | Word (screen reader friendly)
- Suggested Scripting for Primary Care Staff Using VC
- Technical Set Up
- VC Work Flow ** - PDF | Word (screen reader friendly)
- Guidance from GMC: Remote consultations
- Guidance from GMC: Remote prescribing high level principles
- Guidance from the MDU: Conducting remote consultations
- NHS England - Key principles for intimate clinical assessments undertaken remotely in response to COVID-19
- NHS Wales e-Library - A live search for COVID-19 and Video Consulting
- Video Consultations: How to Set Them Up Well, Fast?
- Guidance from RCGP: Guidance for Delivering Safe & Effective General Practice Using Video Consultation
Dentistry
Please note that posters are created to the size of A2. Remember to choose your preferred size, and check the 'fit to page' setting when printing.
** Developed as an adaption of the following: infographics and visuals
Optometry
Please note that posters are created to the size of A2. Remember to choose your preferred size, and check the 'fit to page' setting when printing.
** Developed as an adaption of the following: infographics and visuals
Community Pharmacy
Please note that posters are created to the size of A2. Remember to choose your preferred size, and check the 'fit to page' setting when printing.
** Developed as an adaption of the following: infographics and visuals
Community Care
Please note that posters are created to the size of A2. Remember to choose your preferred size, and check the 'fit to page' setting when printing.
** Developed as an adaption of the following: infographics and visuals
- Full Toolkit
- An Infographic - How Best to Use VC in Community Care: Suitability, Risk Factors & Red Flags
- Code of conduct for clinicians using the NHS Wales Video Consulting Service
- Legal and Ethical ** - PDF | Word (screen reader friendly)
- Suggested Scripting for Community Care Staff Using VC
- VC Work Flow ** - PDF | Word (screen reader friendly)
- HCPC: Principles of Good Practice in VC
- RCOT: Digital Occupational Therapy
- CSP: Digital Tools
- BDA PSG: COVID-19 - Guidelines for Remote Dietetic Consultations
- RCSLT: Telehealth Guidance
- BPS Guidance to Support Psychologists with Remote Client Assessments During COVID-19
- Top Tips of Psychological Therapy
- Royal College of Nursing: Remote Consultations Guidance Under COVID-19 Restrictions
- Helpful Scotland examples for AHPS: Podiatry, Physio, OT, Dietetics, SLT and MDT