Support to use Online GP Care
Disability support, what you need to have before your appointment and how to troubleshoot video appointments.
Disability support
If you have a disability, need interpreter services, or are not confident using technology, let the provider know — they can help.
SeniorNet New Zealand has help for older people.
Digital Seniors offers services in Auckland, Wairarapa and Kapiti.
Before your appointment
For online appointments it is good to have:
- a quiet place for privacy
- a list of questions you want to ask, or the most important issues you want to discuss (you will likely only have 15 minutes for your appointment)
- something to write things down
- your medication list
- a support person if you want one — they can join from wherever they are.
At the start of your appointment you:
- may be asked to confirm your identity (name and date of birth)
- may be asked to confirm you are happy to go ahead with an online appointment
- should introduce any support people you have with you.
Troubleshooting video appointments
If the video disconnects, try to reconnect by selecting 'Rejoin' in the meeting, or the 'Join the meeting' link in your appointment confirmation.
If you cannot reconnect your clinician will call you on the phone to continue the appointment.
Check your speakers or headset:
- volume is turned up enough
- are plugged in and turned on
- are selected as your audio output.
Check the microphone you are using is:
- plugged in and turned on if using an external microphone
- not muted in your device settings
- selected as the microphone in the video call app
- not being used by other software, such as other video call apps.
Quit all other apps if others still cannot hear you. You may need to restart your computer.
Check the camera you are using is:
- plugged in and turned on if using an external camera
- turned on in your device settings
- selected as the camera in the video call app
- not being used by other software, such as other video call apps.
Quit all other apps if others still cannot see you. You may need to restart your computer.
Make sure your modem and router are working properly.
Use a wired connection for best results.
If you use Wi-Fi:
- move closer to your router if you can
- have a direct line of sight between your device and router.
Check if others are using the network, such as video streaming, other video calls, or downloading files. Ask them to pause while you are on your video call.