Video Consult

Video Consult is a high definition video conferencing solution enabling clinicians to connect with patients via a limited time video consultation room. It offers patients a convenient alternative to traditional consultations with a secure and reliable video system. It operates as a standalone system or integrated into EMIS clinical system.


  • A secure standalone system for GP Practices
  • Accessible by URL link on any connected device
  • Can be used with webcams, headsets and all-in-one devices
  • Can be fully integrated into EMIS Web Clinical System
  • Book and launch appointment slots from within EMIS Web
  • Patients can join consultations via the Patient Access app


  • Allow patients to attend appointments they normally couldn’t make
  • Collaborate with other clinicians to provide connected care
  • Reduce the strain on receptionists and waiting rooms
  • Hold secure and private consultations
  • Improve patient experience while helping you to work more efficiently.
  • Saving staff time with easy method of booking consultations


£1100.00 to £1400.00 per licence per year

Service documents

G-Cloud 11



Contracts dept

0113 380 3000


Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to EMIS Web Clinical System
Patient Access Application
Cloud deployment model Private cloud
Service constraints Recommended desktop specification Core 2 Duo 2GHz; 2 GB RAM; 40 MB free disk space
System requirements
  • User devices require in-built or attached webcam, microphone and speakers
  • Users must have access to the Internet

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support request acknowledgement is immediate or almost immediate. Response times for addressing issues vary dependent on severity of issue - maximum SLA response time is 4 hours.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 AAA
Phone support Yes
Phone support availability 9 to 5 (UK time), 7 days a week
Web chat support No
Onsite support No
Support levels Standard SLAs (included in standard support costs):
Critical - Severity 1 - 4 hour response - 4 hour resolve
High - Severity 2 - 4 hour response - 8 hour resolve
Medium - Severity 3 - 4 hour response - 16 hour resolve
Low - Severity 4 - 4 hour response - 33 hour resolve
Minor - Severity 5 - 4 hour response - 58 hour resolve
All elements of the service are fully measured and reported monthly against the agreed SLAs. As well as the monthly reports a quarterly face to face service review will take place with a dedicated Strategic Relationship Manager.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started A Project Kick-Off meeting with the client defines the Project Management support needed, and a Project Implementation Plan, a continuous point of reference for both parties, is drawn up. Each project is scoped, planned, delivered and reported upon within agreed timescales, budget and quality benchmarks.

Once top-level project scope and deliverables are identified, we support the client with the End User engagement activities.

Key milestone communications are sent to the client to support the journey and ensure full understanding of the deployment and on-boarding process. These are reinforced by our online Deployment Guide and Help Articles. This includes guidance on how to configure their appointment book in support of Video Consultations, and items they need to consider in order to embed the new solution into their processes/services and patient engagement initiatives.

On installation day our Network Consultant attends site to install the service as defined in the installation schedule. In addition to the installation, we test that the solution works and provide a basic handover so that users know how to start, hold and end a Video Consultation. We also ensure the client understands how to access the Online Support Centre Content and how to contact Service Desk for support.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats Documentation is available online in our Support Portal
End-of-contract data extraction There is no data stored on the service
End-of-contract process The service would be disabled remotely within EMIS Web. No additional services are required.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service There is no material difference between desktop and mobile service.
Service interface No
Customisation available Yes
Description of customisation Users can customise screen layouts for multiple conference participants


Independence of resources Each client has a separate licence and tenancy within a robust, scalable cloud solution.


Service usage metrics No


Supplier type Reseller providing extra features and support
Organisation whose services are being resold Vidyo Inc.

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations No
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency Less than once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process No
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach There is no user data stored on the system
Data export formats Other
Data import formats Other

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability Users will have an SLA as part of the service, typically guaranteeing 99% availability.
Approach to resilience This information is available on request
Outage reporting Outages are reported through our service desk's online status page. Users have the ability to subscribe and receive notification by email or SMS.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication 2-factor authentication
Access restrictions in management interfaces and support channels CCG and/or GP practice users must enter a valid username and password combination. Access is restricted by defined role permissions and security profiles. Access and permissions are checked during penetration testing.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 10/09/2016
What the ISO/IEC 27001 doesn’t cover All business processes covered
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Full security documentation available on request

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We adhere to a strict change management process, ensuring that planned changes are implement with the minimum of risk and disruption, while allowing emergency ad-hoc changes to be properly scrutinised.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We comply with CESG Best Practice guidance, and work closely with NHS CareCERT and GOVUK Cert to ensure rapid respond to industry-wide threats. Our central monitoring supports log shipping and inspection, allowing for quick identification of security issues or suspicious activity within log files. We implement best practice patch management policy, ensuring supported systems are patched quickly, but without introducing unnecessary risk. Patch windows can be combined with application release periods to minimise downtime and ensure a positive end user experience. Rapid, scheduled and on-demand Patch Level reporting is available to help respond to and mitigate Zero Day security threats.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We take Data Security incredibly seriously. As a provider of clinical systems, we host medical details for three quarters of the UK population. Our dedicated Security, Governance and Risk teams ensure that all process, products and services meet our stringent standards and that all members of staff have help and guidance on hand when needed. We comply with all CESG Best Practice guidance, and work closely with NHS CareCERT and GOVUK Cert to ensure rapid response to industry-wide threats. Our central monitoring supports log shipping and inspection, allowing for quick identification of security issues or suspicious activity within log files.
Incident management type Supplier-defined controls
Incident management approach Our service desk team, based at our Leeds head office, is ITIL compliant and aligned to ISO20000. The service desk consists of 40 analysts managing over 6,500 incidents per month with industry leading remote first time fix rate. It is the single point of contact for all incidents. Customers are able to report incidents via phone, email or web portal, which can also be used monitoring of incident status. Our service desk operates 24/7 and can provide flexibility to adapt to the peaks in demand.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks No


Price £1100.00 to £1400.00 per licence per year
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Terms and conditions odt document: Modern Slavery statement
Service documents
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