Telehealth at GenesisCare

What is Telehealth?

Telehealth is the use of videoconferencing (live video on computer) for appointments with your doctor when they are at a different location to you. You may have seen videoconferencing used on television when the host of a show is interviewing a guest overseas.

GenesisCare has adopted Telehealth measures to provide a means to which we can support ongoing provision of services and consultations for all patients and referrers. Our commitment to this will evolve as we further develop the secure access and technology, and our focus continues to be ensuring the best possible outcomes for all our patients.

Why have I been asked to use Telehealth?

Your doctor has indicated that your consultation may be a candidate for Telehealth. This means that you can meet with your doctor using video conferencing technology, as your doctor will be at a different location to you.

Along with recent COVID-19 challenges, the benefits of Telehealth include:

  • Improved access to your specialist/doctor
  • Reduced in clinic time, travel time and cost
  • Reduced absence from work
  • Reduced waiting time

GenesisCare uses the ZOOM Cloud Meetings application to allow you to securely connect with your doctor. You will need to install this prior to your consultation appointment.

What will happen and how private will it be?

You and your doctor will be at each end of the screen during the Telehealth consultation. Before the consultation begins, the doctor will ask you identification questions such as your name, address and date of birth to make sure the right patient, right doctor, and health records are present. The doctor will speak with you and ask you questions the same way as they would at a face-to-face consultation. As with a face-to-face appointment, your spouse, partner, family or friend may accompany you if you wish.

Your Telehealth appointment will be private and confidential. The image and sound are transferred in an encrypted form so that your appointment is completely confidential, for extra security measures we also implement a password policy, your doctor will communicate the password to you before the consultation.

What equipment do I need to use Telehealth?

You can connect on a laptop or computer, with audio and video enabled. A tablet device is recommended.

The mobile devices below can easily be used:

  • An Apple mobile device (iPhone, or iPad); or
  • An Android device (e.g. Samsung Galaxy phone or tablet, Google Pixel phone, etc)

Internet connection requirements:

  • Wifi connected to an NBN, ADSL, or Cable service; or
  • 4G or 5G mobile service with four bars

Fees and Charges

You will not incur any license fees from using the ZOOM Cloud Meetings application. It free to download.

You may incur excess bandwidth charges from your Telecommunications provider in the event you exceed your limit. GenesisCare cannot be held liable for these charges.

Regarding consultation fees, our office staff will be in contact with you for further details.

How do I get started?

Install the application

Note: You only need to complete this step once per device that you wish to use.

  1. Visit
  2. Select ‘Download Client’. If prompted, allow your device to open the App (in the App Store).
  3. Install or Download the ZOOM Cloud Meetings app as prompted.

Allow for 15 minutes for preparation time and connecting. Also make a list of questions related to your care.

Before you start:

  • Try to find a quiet, well-lit area before you start. Background noise will affect your doctor’s ability to hear you clearly
  • Choose a private space
  • Try to ensure that you have good coverage where you are. This means choosing a location with several bars of 4G coverage, or a location near your Wifi Router at home
  • Switch your mobile to silent mode
  • Speak clearly so your voice can be picked up by the microphone
  • Look at the camera so you can achieve good eye contact with the specialist

Note: You can use the same link each time you join a consultation with your doctor.

  1. Ensure the device has working webcam and speakers, and these are on. Headphones can be used as an alternative to speakers. Ensure the volume is at an appropriate level
  2. Enter the link in a web browser window as provided in the text message sent to you
  3. The system should automatically download the software if it’s the first time. If it does not occur automatically, a link should be available to follow. Depending on your device, install procedure may vary
  4. You may be requested by the app to make changes to your device. Please click yes
  5. Once installed, you may need to open the application, or it may occur automatically
  6. You will then be prompted to enter your name. This will be how the doctor views you, please enter your full first and last name
  7. You may then be prompted to enter the six digit password that has been provided along with the meeting link
  8. You will then be placed in a virtual waiting room. You will not hear or see anyone at this point. When the doctor is ready, they will connect with your session and the appointment will begin

Note: You can use the same link each time you join a consultation with your doctor.

  1. Click the link in the text message sent to you. When prompted, allow the other App (ZOOM Meetings) to download and open from the app store (apple) or play store (android)
  2. You will then be prompted to enter your name, it may already contain the name of your iPhone, if not, please enter/update to your full first and last name. Press Continue
  3. You will then be requested to provide access to your camera and microphone or ‘Call via device audio’. Press OK
  4. Zoom will request to send push notifications. This is a user decision and has no impact
  5. When prompted, enter the six-digit password that you have been provided
  6. When prompted, select Join with Video
  7. When prompted, select ‘OK’ to allowing Zoom to use the microphone
  8. If prompted (iPhone), select ‘Call using Internet Audio’ to use the microphone and speakers on your device
  9. You will then be placed in a virtual waiting room. You will not hear or see anyone at this point. When the doctor is ready, they will connect with your session and the appointment will begin

Note: you do not have to hold the phone or tablet to your face. Placing it on a table so that the doctor can see you through the camera will provide the best possible experience.

  1. Once your consultation is complete touch the screen once, a control bar will display at the top, if on a mobile device
  2. Then/else press ‘Leave Meeting

Administrative staff may be in contact with you via phone after the consult to ensure any follow items are addressed. This may include collecting information or organising next steps if necessary.

It might be necessary to arrange logistics of collecting pharmaceutical prescriptions or requests, where possible we will try to encourage electronic transmission of these to established providers.

Of course! If you are not comfortable talking to your doctor by Telehealth, please feel free to discuss this with us. We can advise you of the availability of face-to-face appointments and options. We understand that all our patients have difference experiences and expectations and we hope to meet your requirements.

If you are unable to attend, please phone your GenesisCare centre as soon as possible.

Our goal is always to provide you with the best possible care. We will do our best to ensure that the care we provide is of the highest possible standard.

Contact Us

Should you have any further questions or concerns, please speak to a member of the team at your GenesisCare centre.

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Little Aston Hall Drive, Sutton Coldfield, B74 3BF

+44 (0)121 514 1185


300 Park Avenue, Aztec West, Bristol, BS32 4SY

+44 (0)1454 642801


Fordham Rd, Newmarket CB8 7XN, UK

+44 (0)1223 633 664


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+44 (0)1245 676 351

Cromwell Hospital

164-178 Cromwell Rd, Kensington, London SW5 0TU, UK

+44 (0)203 613 9355


Unit 710, Centennial Park, Centennial Avenue, Elstree, Borehamwood, WD6 3SZ

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BMI St Martha Oncology Centre, 46 Harvey Road, Guildford, GU1 3LX

+44 (0)1483 676 898


17 Kings Hill Avenue, Kings Hill, West Malling, ME19 4UA

+44 (0)1732 386 599

Milton Keynes

Sunrise Parkway, Linford Wood East, Milton Keynes, MK14 6LS

+44 (0)1908 448 166


The Park Centre for oncology, Sherwood Lodge Drive, Burntstump Country Park, Nottingham, NG5 8RX

+44 (0)1156 762 989


Peters Way, Sandy Lane West, Oxford, OX4 6LB

+44 (0)1865 224 884


Bartons Road, Havant, PO9 5NA

+44 (0)23 9280 0102


Spire Hospital, Chalybeate Close, Southampton, SO16 6UY

+44 (0)238 008 5138


69 Alma Road, Windsor, SL4 3HD

+44 (0)1753 465 493