Go back to MyCare

Several of our services at RNOH are offering patients the  option to attend their appointment online via a video call.

We have introduced a new, improved system, using MyCare with Microsoft Teams (sometimes called “Teams” or “the Teams app”). It is free to use, and you only need access to MyCare to use it.

This page is a step-by-step guide on how to access your video appointment on this new system, with images (or “screenshots”) to help guide you.

Please note: if you don’t have a MyCare account yet, you’ll need to create one. This might take a day or two, so please prepare for your appointment a few days in advance.

  • A laptop, computer, tablet, or internet-enabled mobile phone (smartphone), with a web camera, speakers, and microphone.
  • A good connection to the internet. For a better experience, we recommend connecting to Wi-Fi. If you don’t have access to a Wi-Fi connection, you can use your mobile internet data. A video call on Microsoft Teams will use a similar amount of data as Skype® or FaceTime®.
  • Access to MyCare , our digital patient portal. If you don’t have a MyCare account yet, you will need to create one (please go to section 2 of this page).
    ​​​​​​After you have access to MyCare , you will need your username and password to log on via one of the two options below:​​​​​​​
  • A web browser (please use Safari, Google Chrome or Microsoft Edge) on your computer. Go to MyCare to get started.
  • The MyChart app. The mobile version of MyCare runs on the MyChart app provided by Epic. You can download the MyChart app for free from your app store. Once you’ve downloaded MyChart and accepted the terms and conditions, select “Royal National Orthopaedic Hospital – MyCare RNOH” under available organisations.
  • Access to Microsoft Teams.
    • If using a computer or laptop, you will need to use a web browser (please use Safari, Google Chrome or Microsoft Edge) or to have the Microsoft Teams app installed.
    • If using a mobile device (tablet or smartphone), you will need the Teams app installed. You can use the app whether or not you have a Teams account.
    • Whichever device you use, we recommend that you download the Teams app to make it easier to access future video appointments.
  • If you need technical help before the day of your appointment, please contact the MyCare Helpdesk via email at rnoh.MyCare@nhs.net (Monitored closely 8am to 5pm Monday to Friday, longer waiting times outside working hours).
    • MyCare helpdesk does NOT work out-of-hours nor weekend or bank-holidays. 

This may be the first time you attend a video clinic appointment through MyCare. A few days before your appointment, we advise that you spend a few minutes to set up your technology and check everything is working. We have tried to make this a simple process, but we know using technology can be stressful at times.

If you need technical help before the day of your appointment, please contact the MyCare Helpdesk via email at rnoh.MyCare@nhs.net (Monitored closely 8am to 5pm Monday to Friday, longer waiting times outside working hours).

You can find the link to access your video clinic on your appointment letter or in your MyCare account. Your clinical team may also email or text this link to you.

If you do not have a MyCare account, you will need to create one. To do so, you will need an activation code from us. This is because we need to verify your identity before we give you access to your medical record.

Please look through your text messages, or letters to see if we sent you one. If you are unable to find this, you will need to fill out this form to receive one: MyCare - Signup. This may take up to a day or two.

  • Once you are set up, you will need to log in to MyCare. You can do this on a desktop computer or the mobile app. 
  • If you have forgotten your username and password, you can ask for a reminder to be sent to you.
  • For increased security you may wish to activate two-step verification on your MyCare account.
  • Once you are logged in to MyCare, you may see the date of your upcoming video appointment pop up. If you do not see this, please visit the appointments section via the menu symbol.
  • Click on the green button that says ‘Appointment Preparation’ to complete any preparation, which may include a questionnaire. You can complete this preparation in advance of the day of your appointment.
  • By clicking on View details or Details it will redirect you to the Appointment Details page which will highlight the appointment instructions and information.

  • The 'Join video visit / Join visit' button will be available 30 minutes before your appointment time. The video visit will not start yet and you will not be connected to your clinician until you have completed all the steps below.

  • If you are using a computer or laptop, clicking ‘Begin video visit’ will open a web page. You'll see three choices: ‘Download the app,’ ‘Continue on this browser’ and ‘Open your Teams app.’

VVisits_10.PNG

  • For the best experience, please close other web browsers or any other video.
  • conferencing platforms that you may have open (e.g., Zoom®, Skype®, FaceTime®).
  • Clicking ‘Download the app’ will prompt download steps on your computer. If you already have the app, it may open automatically, or you can click ‘Open your Teams app.’
  • To join on the web, you can use a web browser such as Microsoft Edge or Google Chrome. If asked, please allow your browser to use your mic and camera.
  • Enter your full name and choose your audio and video settings.
  • When you're ready, hit ‘Join now,’ which will bring you into the video clinic waiting area.

VVisits_11.PNG

VVisits_12.PNG

VVisits_13.PNG

  • If you are using a smartphone or tablet, clicking ‘Begin video visit’ will open the Microsoft Teams App. If you do not have the app on your phone, your app store will open so that you can install the Microsoft Teams app. Alternatively, prior to your appointment please download the Microsoft Teams App from Google Play or from Apple App Store using the links below:
  • After downloading the app, you may need to return to the MyCare app and click on ‘Begin video visit’ again.
  • You can either 'Join as a guest' or 'Sign in and join'.

VVisits_14.PNG

  • If prompted, please allow the Teams app to connect your camera and microphone.
  • You should see the screen below. Enter your full name and click 'Join meeting'.

VVisits_15.PNG

  • You will then enter the video clinic waiting area until your healthcare professional is ready to see you.

If there are any technical issues during your appointment, your healthcare professional will call you on your phone. We will have included the phone number that we have on file for you in the video appointment letter.

If your contact details are incorrect, or you prefer to use a different telephone number for your appointment, or you need to change or cancel your appointment, please contact us as soon as possible via the relevant service.

If you need technical help before the day of your appointment, please contact the MyCare Helpdesk via email at rnoh.MyCare@nhs.net (Monitored closely 8am to 5pm Monday to Friday, longer waiting times outside working hours).

Please note that you may not be able to download the MyChart App or use Microsoft Teams on a smartphone that has a software or “Operating System” (iOS or OS) that has not been updated in longer than two years. This is because of security reasons.