It is important that you familiarize yourself with the technology well in advance of the video consultation.
Please read carefully all the information below on how to connect with the device you want to use.
You will receive an SMS with a link to the video meeting two days before the consultation, or by appointment. If you do not want to receive SMS messages, you must opt out of them.
Have your login credentials for the ID portal (BankID, BankID on mobile, Buypass ID, or Commfides e-ID) ready in case the service asks you to log in with it. Follow the instructions on the device.
We do not conduct video calls in public places such as on a bus, train, or school.
User Guide
To be able to carry out the consultation via video, you must use a browser that supports the video solution. For example, Google Chrome, Safari, Firefox, or Edge.
Internet Explorer does not work.
Problems with video can be due to the browser. If you experience instability, poor sound, or noise, you can try using a different browser.
Make sure the device is connected to power (or that the battery is fully charged). Before connecting, make sure you are in a suitable place for a confidential conversation. Check that there are no disturbing sound sources in the background and put your phone on mute. Privacy from observation and eavesdropping must be ensured.
Good lighting is important, but avoid direct light sources in the background for the best possible image quality. Strive to see yourself in the middle of the picture on the test so that the healthcare provider can see you well.
Note: If the sound is weak, it may help to turn up the volume on the device.
Have the phone and contact information from the invitation available in case something unexpected happens during the consultation.
How do I test the sound and image before the appointment starts?
Do this before entering the appointment. Click on the link and log in. If you see yourself and see that the icon for the microphone responds with a green color, then the camera and microphone are active.
You can do this anytime and as many times as you like. We recommend that you do this as soon as you receive the invitation.
I can't get the sound and image to work?
Alternative 1
When you enter the consultation, you must give the browser access to the microphone and camera. If you have blocked access to the microphone and camera, you must remove this blocking in one of the following ways:
Chrome
-
Open Chrome - click the three dots in the upper right corner (customize and control Chrome)
-
Select settings
Under Privacy and website settings: Find Clear browsing data - select advanced settings and set V on clear website settings - then you will be asked again when you enter a new meeting
Microsoft Edge
-
Open Edge - click the three dots in the upper right corner
-
Select settings
-
Under Site permissions: Open Camera and then Microphone - select Ask before access - then you will be asked again when you enter a new meeting
Mac
-
Choose the Apple menu > System Preferences > Security & Privacy > Privacy
-
Select Camera
Check the box next to a program to give it access to the camera
Mobile/tablet:
Try:
-
Android: Settings - Apps / app permissions - permissions (here you should find an overview of which permissions the various apps have, and you should be able to change a blocking) – camera – Chrome - Allow
-
iPhone/iPad: Settings > Safari > Camera > Always
Settings > Safari > Microphone > Always
Alternative 2
You may have several options for the camera and microphone. Find the settings and try selecting a different camera and microphone.
I can't download the app to my mobile phone
You do not need to download any programs or apps to participate. Just follow the link in the invitation you received in your email.
I can't hear the healthcare provider
Turn up the volume on the device. Make sure you have selected the correct audio devices locally on your computer. If you are using external speakers, check that they are on.
The camera doesn't show me
You have probably activated the main camera on the mobile phone. Tap a place on the screen and select the camera icon to change the camera you are showing.
My health has worsened, and I am unsure if a video consultation is appropriate
You must contact the department to arrange an appointment at the hospital.
The healthcare provider is late
Give it a few minutes; the healthcare provider strives to be on time, especially for video consultations, but delays can unfortunately occur in the same way as at the outpatient clinic.
I know I will be late
Contact the department you have an appointment with and let them know; you can find contact information on the department's page here on ous.no or in the invitation letter. You may risk having the consultation postponed.
The call is interrupted during the conversation
Try to reconnect. If you cannot connect again, the healthcare provider will contact you by phone.
Someone enters the room where I am sitting
Let the healthcare provider know that you are no longer alone so that the conversation is paused. If possible, make sure you have the room to yourself again.
I received an SMS about a video consultation but have not received an invitation letter
Your appointment has been created in the patient journal system, but there may have been an error when creating the invitation letter. Contact the department you have an appointment with.