Overview
An Audio Visual Consultation (AVC) is a secure video call between you and a MedExpress clinician. It's a required clinical step for some orders, to make sure your treatment is safe, appropriate, and tailored to your health needs.
Use this article when you want to:
Understand why MedExpress may require a video consultation (AVC) for your order
Book, reschedule, or find the reference number for your AVC appointment
Find out what to do if no appointment times are available or you experience an error while booking
Check the technical requirements for a successful video call
Understand MedExpress's privacy and confidentiality standards for your consultation
Understand what support is available for booking or technical issues, and what requires your clinician
When Is an AVC Required?
It's important to note that not all MedExpress orders require a video consultation (AVC).
Notification: If an AVC is necessary for your specific order, MedExpress will let you know by email.
Order status: Your order will show as "Action needed – order on hold" in your MedExpress account dashboard.
Mandatory step: If an AVC is requested, it must be completed before your order can be clinically approved and dispatched.
Why Do I Need a Video Consultation?
A video consultation allows MedExpress clinicians to carry out a full clinical assessment. This assessment includes:
Verification: Confirming your identity and BMI.
Safety review: Discussing your medical history and current health to make sure the treatment is safe for you.
Personalisation: Creating a treatment plan and giving you the chance to ask questions about your medication.
How Do I Book My AVC Appointment?
If you've received an email stating that an AVC is required, follow these steps:
Go to the MedExpress website.
Click "Account and orders" (top right of the homepage).
Log in to your account.
On your account dashboard, find the order marked "Action needed – order on hold" and look for the message: "Book a video call with one of our clinicians."
Select "Book Now" and choose an available date and time that suits you.
Confirm your booking — you'll receive a confirmation with your appointment details.
If you need your order reference to book your AVC, you'll find it in your order confirmation email or under "Order History" in your MedExpress account dashboard.
What If No Appointment Times Are Available?
If no appointment times are showing as available, try refreshing the page or checking back shortly — availability updates regularly.
What Are the Technical Requirements for My Video Call?
To make sure your AVC runs smoothly, use one of the following recommended browsers:
Google Chrome: recommended for all devices (Android, Windows, Mac).
Safari: recommended for iPhone, iPad, and Mac users.
Using an unsupported browser (such as Edge on Android) may cause connection errors during your video call. Switching to Chrome usually resolves most technical difficulties.
What Should I Do If I See an Error While Booking or Joining My AVC?
If you see an error, such as a "404" or "page not found" message, while trying to book or join your appointment, this can happen for a few reasons — for example, the appointment slot may have been booked by another patient in the meantime, or there may be a temporary browser or technical issue. If this happens:
Refresh the page, or return to your MedExpress account dashboard and try booking again.
If the issue continues, switch to one of the recommended browsers listed above.
How Do I Reschedule or Rebook My Appointment?
If you miss your call or need to change the time:
Use the booking link in your original notification email, or
Rebook through your MedExpress account dashboard.
The rebooking link typically follows this format: medexpress.co.uk/book-consultation?orderReference=YOURORDERNUMBER
How Is My Privacy and Confidentiality Protected?
Your AVC is handled to the highest medical and data protection standards:
No recording: your video call is never recorded.
Secure notes: MedExpress clinicians may take secure notes or transcripts, stored in line with GDPR and medical record standards.
What Support Is Available for Booking or Technical Issues?
If you're still unable to book or join your AVC after trying the steps above, further support is available for booking and technical issues. Medical advice or dosing guidance can only be given by your MedExpress clinician, during your consultation.