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Video consultation

We offer video consultations when a physical examination is not possible or necessary. On this page, you will find what you need to connect and take part in a video consultation with your healthcare provider.

The advantage of a video consultation is that you do not have to travel to the hospital when it is not necessary. If you need examinations or procedures that require you to attend in person, you must go to the hospital.

Taking part in a video consultation is voluntary for you as a patient. By taking part, you consent to receiving healthcare, just as you would during an in-person consultation. You can ask to change from a video consultation to an in-person consultation at any time, without giving a reason. This will not affect the healthcare services you receive going forward.

Not all of our outpatient clinics/departments currently offer video consultations. If you would like this, ask your healthcare provider whether your next consultation can be conducted by video.

 

You need a mobile phone, tablet, Mac or PC with a camera and microphone connected to the internet.

Your internet connection must be stable (Wi-Fi/4G) or you must use a wired network connection to your PC. We recommend using a wired network connection if possible.

You do not need to install any software on your device. You log in through a web browser.

A camera is required to see and be seen. Therefore, you cannot use devices that do not have one.

Video consultations are treated in the same way as in-person consultations with your healthcare provider. You will receive an invoice for the patient co-payment, as you would for an in-person consultation.

Taking part in a video consultation is voluntary for you as a patient. By taking part, you consent to receiving healthcare, just as you would during an in-person consultation. The solution has been assessed as secure for sharing confidential patient information.

During some video meetings, your full name will be visible to other participants. This also applies to some group therapy sessions. If you do not want this, you can contact the department for information about the available alternatives.

As with in-person consultations, the provisions of the Health Personnel Act concerning confidentiality govern the conversation itself and the handling of information disclosed during it. The conversation is encrypted and is not stored either on the internet or on our servers. Relevant and necessary health information must be recorded in your medical record, just as if the conversation had taken place face to face or by telephone.


If you have any questions, you can contact the data protection officer by email at:
Sørlandet Hospital:postmottak@sshf.no

More information about how your personal data will be processed is provided in our privacy statement.https://sshf.no/om-nettstedet/personvern

Before

It is important that you familiarise yourself with the technology well in advance of your video consultation.

Read all the information below carefully about how to connect using the device you want to use.

You will receive an SMS with a link to the video meeting two days before the consultation, or as agreed. If you do not want to receive SMS messages, you must opt out.

Have your ID-porten login details (BankID, BankID on mobile, Buypass ID or Commfides e-ID) ready in case the service asks you to log in with them. Follow the instructions on your device.

We do not conduct video consultations in public places such as buses, trains or schools.

User guide

To have your consultation by video, you must use a browser that supports video calls, such as Google Chrome, Safari, Firefox or Edge.
Internet Explorer does not work.

Video problems may be caused by your browser. If you experience instability, poor sound or noise, try using a different browser.

Make sure your device is connected to a power supply (or that its battery is fully charged). Before connecting, make sure you are in a suitable place for a confidential conversation. Check that there are no distracting sources of noise in the background, and put your phone on silent. Make sure that others cannot see or overhear you.

Good lighting is important, but avoid direct light sources behind you to ensure the best possible image quality. Try to position yourself in the centre of the image during the test so that your healthcare provider can see you clearly.

Note: If the sound is quiet, it may help to turn up the volume on your device.

Keep your phone and the contact information from your appointment letter handy in case anything unexpected happens during the consultation.

How do I test the sound and picture before the appointment starts?

Do this before joining the appointment. Click the link and log in. If you can see yourself and the microphone icon responds by turning green, your camera and microphone are active.

You can do this at any time and as many times as you like. We recommend doing this as soon as you receive your appointment letter.

I can’t get the sound and picture to work. What should I do?

Option 1

When you join the consultation, you must allow your browser to access your microphone and camera. If you have blocked access to your microphone and camera, you must remove this block in one of the following ways:

Chrome

  1. Open Chrome – click the three dots in the top-right corner (Customise and control Chrome)

  2. Select Settings

Under Privacy and site settings: Find Clear browsing data – select Advanced settings and also tick the box to clear site settings – you will then be prompted again when you join a new meeting

Microsoft Edge

  1. Open Edge – click the three dots in the top-right corner

  2. Select Settings

  3. Under Site permissions: Open Camera and then Microphone – select Ask before accessing – you will then be prompted again when you join a new meeting

Mac

  1. Select the Apple menu > System Preferences > Security & Privacy > Privacy

  2. Select Camera

Select the checkbox next to an app to give it access to the camera

Mobile/tablet:

Try:

  1. Android: Settings - Apps / apps and permissions - permissions (here you should find an overview of the permissions granted to the various apps, and you should be able to change a restriction) – camera – Chrome - Allow

  2. iPhone/iPad: Settings > Safari > Camera > Always

Settings > Safari > Microphone > Always

Option 2


You may have several options for 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 don’t need to download any programs or apps to participate. Just follow the link in the invitation you received by email.

I can’t hear the provider

Turn up the volume on your device. Check that you have selected the correct audio devices on your computer. If you use external speakers, check that they are switched on.

My camera doesn’t show me

You have probably activated the main camera on your phone. Tap anywhere on the screen and select the camera icon to switch the camera you are showing.

My health has deteriorated, and I’m not sure whether a video consultation is right for me

You must contact the department to arrange an appointment at the hospital, if necessary.

The provider is running late

Please wait a few minutes. The provider aims to be on time, especially for video consultations, but unfortunately delays can occur, just as they can at a regular outpatient clinic.

I know I’m going to be late

Contact the department where you have your appointment and let them know. You can find the contact information on the department’s page at ous.no or in your appointment letter. You may have to reschedule the consultation.

The call disconnects during the consultation

Try reconnecting. If you can’t get back in, the provider will contact you by phone.

Someone enters the room where I’m sitting

Let the provider know that you are no longer alone so the conversation can be paused. If possible, make sure you have the room to yourself again.

I received an SMS about a video consultation but haven’t received an appointment letter

Your appointment has been created in the patient record system, but there may have been an error when the appointment letter was created. Contact the department where you have your appointment.

See the user guide on the Norwegian Health Network website

During

  • Click the link in the SMS or digital letter in Helsenorge, Digipost or e-Boks, or another agreed method provided by the hospital
  • The video solution will start in your browser and automatically test the audio and video.
  • Some appointments require you to log in via ID-porten. Follow the instructions on your device. The provider will register your attendance based on this login.
  • Choose the name that will be shown to other participants in the meeting, or your initials for group treatment.
  • Be on time for your consultation, preferably five minutes early. The provider will let you in when the appointment starts. There may be some delays; you will be admitted to the meeting when everything is ready.
  • The consultation is conducted as if the conversation were taking place face to face at the hospital.
  • At the start, it is important that all participants in the video consultation introduce themselves on camera. If a friend or relative is present during the conversation, it is important that they are introduced and visible to the provider. We encourage you to be open about any recordings you make of the conversation.
  • If technical problems arise during the consultation, the provider is responsible for assessing whether the quality is good enough to proceed with the video consultation.
  • The person speaking should be visible on screen. Speak in a normal voice and adjust the volume if necessary.
  • Do not answer phone calls or other calls during the consultation.

After

You will receive an invoice for any patient co-payment, as you would for an in-person appointment. Once the consultation is over, further follow-up will be decided.

Last professionally updated 01.04.2020
TEST VERSION
Machine-translated copy of sshf.no for testing only. Not official information.