Call types
The different types of video calls available help you deliver flexible care.
Individual appointment
An individual appointment is a video call between an individual service user
A person who is seeking care or advice from a service provider via video call. A service user may be a patient, client, consumer, citizen, or similar. and their service provider.
Two or three others can join the call if necessary; for example, the service user may need an interpreter or support person with them, and the service provider may need to invite a colleague.
Example: Individual calls are suitable for any context in which a conversation is all that is required, such as in healthcare monitoring where no physical intervention or exam is required, and provision of mental health or social services.
The main steps in this type of call are as follows:
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The service user makes a video call appointment with the service provider
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The service provider sends the service user a link to a secure, private, online waiting area
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The service user starts the call by using the link they have received
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The service provider joins the call and conducts the consultation.
Group consultation
A group consultation is a video call between a moderator and up to 60 participants. Breakout rooms can be created within a group consultation call, for small-group work. Group consultations can run for up to four hours.
Example: Group consultations can be used for occupational therapy sessions run by multi-disciplinary teams, or group therapy for client cohorts with similar needs.
The main steps in this type of call are as follows:
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The service user registers for the group consultation with the service provider
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The service provider sends the service user a link to a secure, private, online waiting area
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The service user requests access to the call by using the link they have received
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The service provider admits service users to the group consultation and runs the session.
Consult Now
A Consult Now call allows service providers to instantly start an unscheduled video call by sending a single-use, time-limited link to the person they need to consult with. A Consult Now call is only accessible to the public by invitation.
Example: Consult Now calls can be used by paramedics needing to contact a call centre for critical expertise, or by an inspector who needs to escalate an emergency repair on social housing.
The main steps in this type of call are as follows:
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The service provider sends a link to the mobile phone number or email address of the person they need to speak to
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The recipient opens the link within five minutes of receiving it to start the Consult Now video call. The service provider can extend the time the link is available, if necessary.
Meeting room call
Meeting room calls are for internal use. Up to six participants can attend via a meeting room link.
Example: Meeting room calls are suitable for departmental meetings, or for any regular meetings between groups of staff.
The main steps in this type of call are as follows:
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Staff are given the role of meeting room member. They can then join the meeting room via the video call management console.
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Guests can be sent the meeting room link and join from inside or outside of your organisation.
Warning: Meeting room calls are not recommended for clinical use, as they do not have the same privacy and security protections as the other call types. Anyone who has the link can enter the meeting room.
