Run a video consultation

See your patient over video with nothing to install: the call opens in the browser, in a separate window.

Who can use it: professionals, administrators and owners, on the Solo, Growth and Pro plans. It isn't included in the Free plan or during the free trial.

Before you start

• The appointment must be a Telemedicine appointment. The patient chooses it when booking, or you can change it in Edit appointment.
• Each plan includes telemedicine minutes per month: Solo 100, Growth 600 and Pro 2,500. You can add a 500-minute pack from My plan.
• Use an up-to-date Chrome, Edge, Safari or Firefox, and allow the camera and microphone when the browser asks.

Step by step

1. Open the patient's appointment (from Appointments or the Dashboard) to go to the consultation.
2. When the room opens, the appointment changes to In Progress and the patient is sent the link: an in-app notification and an email, plus WhatsApp if your plan includes it and the patient has a mobile number.

To finish, select End call. The appointment is marked Completed and the patient sees that the consultation ended.

When the patient joins, you see them full screen, with your own picture in the small box.

Select Start Video Call. A new window opens with your camera.

During the call you can switch back to the MedPragma window to write the note. If you close the video window by mistake, select Return to call in the corner of the screen.

The controls

Control	What it does
Mute microphone / Turn off camera	The patient sees that you turned them off.
Share screen	Shows a tab, a window or your whole screen. Computers only.
Picture in picture	Keeps the patient's video floating over other windows. Computers only.
Settings	Choose the camera, microphone, speakers and video quality (High 720p, Standard 480p or Low 360p).
Attach files	Add files to the patient's files.
Allow patient files	Lets the patient send you files (see Patient files during a video call).
Share with patient	Copy video call link or Resend notifications to patient.
End call	Closes the room and completes the appointment.

Good to know

• Minutes are counted by the appointment's length, not by how long the call actually lasts: a 30-minute appointment uses 30 minutes when the room opens. Reopening the same room doesn't count them twice.
• If the appointment is synced with Google Calendar, the event is updated with the video call link.
• Calls aren't recorded.

If your clinic verifies attendance, first enter the code the patient sees on their appointment in the consultation. Otherwise the video call reminds you (see Verify the patient's attendance).

Troubleshooting

Problem	What to do
Start Video Call is missing	The appointment isn't a Telemedicine one, or it isn't confirmed or in progress. Check it in Edit appointment.
Minutes limit notice	You've used this month's minutes. Add a pack from My plan or upgrade.
"Connection Error", or you can't see yourself	Allow the camera and microphone in the browser (the padlock next to the address) and select Try Again. Close other apps using the camera.
The patient didn't get the notice	Select Share with patient → Resend notifications to patient, or copy the link and send it yourself.
The patient can't get in	They need a patient portal account. If they never created one, invite them from their chart with Invite to portal.

Related articles

• Patient files during a video call
• Join a video call (for patients)
• The consultation
• Plan limits