1. I’m having problems making a video call, where can I get help?

This troubleshooting page on the Attend Anywhere website provides further help.

2. Is this service confidential and secure to use?

Yes. Attend Anywhere provides secure video consulting which has been approved as confidential and safe by the Welsh Government and NHS Wales. Video calls are not recorded, and no patient information is stored by the system. You do not need to download an app or create an account to use this service.

3. How much does it cost to make video call?

Your device will need to be connected to the internet through Wi-Fi, 3G, 4G, 5G or an ethernet connection.

There is no cost for using the service but you may incur data charges from your telecommunication provider.

If you are connected to a Wi-Fi network or ethernet connection (i.e., a wired internet connection), then you will not be using mobile data. This would mean you are unlikely to incur any data charges, depending on the broadband package you are paying for or using.

If you’re using mobile data, waiting for your call to be connected has no cost. Once you are connected a typical 20-minute Attend Anywhere video call will use 230MB of data on a mobile device. Data usage is less on lower powered devices and speed connections.

4. What should I do if I forget to attend a video consultation appointment, or I can’t get through?

You should contact your health or social care provider who will advise you on how to re-arrange your appointment or attend in a different way.

5. Where can I get technical information about using the Video Consultation Service?

Technical specifications for making video calls – including the equipment and bandwidth requirements – are available at the following website. The website refers to “Attend Anywhere” which is the video consulting platform used by the service.