Video Consultations

Getting started 

  • When you are booked for a consultation, you will receive an email from in your HelloDoc inbox. It will state the time and the date of the consultation as well as the name and contact details of the person you are going to be consulting.

  • Please make sure that your internet connection, as well as the camera and microphone, are working properly on the device that you are using.

  • Ensure that the information on the client is up-to-date. Verify once their BSN number if they have one. Should they not have a BSN make a note and review this or have the case manager review this in 6-8 weeks. Upon the first consultation also confirm the medical insurance status of the client.

  • Write your medical note during or shortly after the consultation in order to avoid any information that you may miss. It is ok to let the client know that you are taking notes as they are speaking so that you get the most accurate information. This allows you to proceed with note taking and listening to the client.

  • Please make sure that your background during the video consultation that your client is seeing is neutral and not cluttered.

  • Opt for using headphones to minimise the background noise for the client.

  • Only doctors can initiate the video call, your client cannot call you.

  • Please note that it can take a couple of minutes for the client to answer the call.

  • If the client is not answering the call, you can press “Send reminder”  or “Send sms” 

  • If the client is still not answering, you can end the call and reload the virtual room. If there is no connection within 10 minutes, send the client an email from your HelloDoc Mail. “Dear xxx, we have a consultation today at xxx, I am not able to see you online, are you having any issues with your connection? Otherwise will you like to reschedule a new appointment?”

  • If the client is not answering or if the client is willing to reschedule, please inform the Communication officer and they will take the issue from there.

  • When the client answers the call, greet them using their first name. Make sure that the client can see and hear you clearly and inform the client if there are problems with audio or video on their part.

  • Make sure that the client feels comfortable talking to you, that the tone of your conversation is friendly and compassionate.

  • Introduce yourself, stating your name and role, for example: “Nice to meet you, Alex. My name is Anna and I will be your consulting doctor today”.

  • Confirm client’s request with them, for example: “I see that you are looking to get a refill on your prescription for Amlodipine. Is that correct?”.

  • Start with the more basic questions before moving to more personal and detailed ones. For example, ask the client what they do for a living, if they were born in The Netherlands or moved here, how did they found HelloDoc etc.

  • Check with the client if they have a Local GP. If they do, find out why they didn’t get the assistance there. If they don’t, ask if they are planning on registering with a GP and if they are having trouble finding one.

  • If your video consultation concerns something that can be visually inspected, please use the opportunity to do so. Inform the client that you are willing to, for example, inspect the rash that they mentioned. Guide the client in setting the camera in the best possible lighting and angle so that you can observe the area in question most efficiently. The client has the right to decline this inspection. You can inform the client that it is fine, but your medical evaluation will be more limited.

  • You can also guide the client in palpating or visually inspecting something. Ask precise questions that can help the client best describe what they are seeing/feeling.

  • If you would need to prescribe medication based on this consultation, please make sure to get all the necessary information from the client during the call. The how to prescribe on HelloDoc document give you a more detailed description.

  • After getting all of the information that you need, make sure to summarize it again for the client and check if they understand the treatment plan. Make sure to check again what client’s request booking was for this consultation.

  • Please make sure to inform the client that HelloDoc’s service is not a complete replacement for a GP and can be seen as a temporary solution if for some reason GP services are not available for the client.

  • Make sure to reiterate that HelloDoc services cannot replace an emergency service. If you see during the consultation that the client can need the emergency medical help, inform them of that and offer assistance in contacting those services.

  • After you made your medical evaluation, please describe it to the client in as much detail as possible. Ask them if they have any questions or concerns that where not addressed and make sure to address them to the best of your ability.

  • You can provide the client with links to images, videos or written information that you find relevant to their concern and that can help illustrate the treatment plan or explain the condition better.

  • Inform the client that you are going to compile a written report for this consultation. The report is available for them to see within 24 hours. You should do your best to complete reports in its entirety otherwise you will not be able to save the information Details on the report writing can be found in a separate document.

  • Make sure that the client is satisfied with the consultation and informed about the next steps in your communication before ending the call.

  • End the video call with a thank you and confirm any further steps that need to be taken within the next 24 to 72 hours