An Audio Visual Consultation (AVC) is a secure video call with a MedExpress clinician. It is an essential clinical step to ensure that your treatment is safe, appropriate, and tailored to your specific health needs.
Overview
This guide explains:
Why a video consultation may be required.
How to book or reschedule your appointment.
Technical requirements for a successful call.
Privacy and confidentiality standards.
When is an AVC Required?
It is important to note that not all orders require a video consultation.
Notification: If an AVC is necessary for your specific case, you will be informed via email.
Order Status: Your order will show as “Action needed – order on hold” in your dashboard.
Mandatory Step: If requested, the AVC must be completed before your order can be clinically approved and dispatched.
Why Do I Need a Video Consultation?
A video consultation allows our clinicians to perform a full clinical assessment. This includes:
Verification: Confirming your identity and BMI.
Safety Review: Discussing your medical history and current health to ensure the treatment is safe for you.
Personalisation: Creating a treatment plan and giving you the opportunity to ask questions about your medication.
How to Book Your Consultation
If you have received an email stating an AVC is required, follow these steps:
Log In: Access your MedExpress Account Dashboard.
Locate the Order: Look for the message: “Book a video call with one of our clinicians.”
Select "Book Now": Choose an available date and time that suits you.
Confirm: You will receive a confirmation with your appointment details.
Finding Your Order Number: If you need your reference to book, you can find it in your order confirmation email or under Order History in your dashboard.
Technical Requirements & Troubleshooting
To ensure your video call runs smoothly, please follow these guidelines:
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Recommended Browsers:
Google Chrome: Recommended for all devices (Android, Windows, Mac).
Safari: Recommended for iPhone, iPad, and Mac users.
Common Issues: Using unsupported browsers (such as Edge on Android) may cause connection errors. Switching to Chrome usually resolves most technical difficulties.
Rescheduling Your Appointment
If you miss your call or need to change the time:
Use the booking link found in your original notification email.
Alternatively, rebook through your Account Dashboard.
The rebooking link typically follows this format:
medexpress.co.uk/book-consultation?orderReference=YOURORDERNUMBER
Privacy and Confidentiality
Your consultation is handled with the highest medical and data protection standards:
No Recording: Your video call is never recorded.
Secure Notes: Clinicians may take secure notes or transcripts which are stored in line with GDPR and medical record standards.
Key Takeaway
Video consultations are a vital safety measure for certain prescriptions. If you are notified that one is required, please book your appointment promptly through your dashboard, as approval cannot proceed until the consultation is complete.
Note: Customer Support can assist with booking or technical issues but cannot provide medical advice or dosing guidance.