Frequently Asked Questions

Technical

What software or equipment do I need to use your services?

You don’t need to buy any specialist equipment, just access to the internet via your laptop, tablet, or smartphone (for video calls), or via any phone (for calls without video). If you have scheduled a video consultation please ensure your device has a working microphone and camera.

How do I add family members to my account?

You can add family members, such as children under the age of 16 to your account as dependents. You can add a dependent in the Profile section, this will allow you to book appointments on their behalf.

What if I forget my password?

You can request for your password to be reset on the login page. Once you have submitted your request you will receive an email with a link to reset your password. Follow the link to create a new password and log-in to your Vala account.

What happens if the connection drops during my appointment?

If your connection drops during the appointment, your Vala clinician will attempt to re-establish the connection. You can attempt to re-join the appointment yourself by refreshing the page, the page URL will allow you access at anytime for the duration of the appointment. If this does not work, the clinician will send you an e-mail or try to ring you (if you have provided us with a phone number). We suggest that you check to make sure that you have good network connectivity before your appointment with us.

What is a video consultation (how does it work)?

A video consultation is an online consultation which you can join from your smartphone, laptop or tablet. You will be sent a direct link to the virtual consultation room or you can join by logging in to your profile. Prior to joining the consultation you need to check that you have a working camera and microphone on your chosen device. Once you have joined, the clinician will be waiting for you in the virtual consultation room ready to start your appointment.

What is a telephone consultation (how does it work?)

A telephone consultation is an alternative option to the video consultation. Once a telephone consultation is booked you will receive a confirmation email. We ask that you check your Vala Profile to ensure that you have your most up to date phone number stored. At the time of the consultation one of our clinicians will ring your chosen contact number and begin the consultation.

What are the system requirements? (Browser versions etc)

The following browsers support our online consultation: Google Chrome (latest release version), Firefox (latest release version), Internet Explorer 9 to 11 (with the OpenTok Plugin for Internet Explorer), Opera (latest release version), Google Chrome for Android (latest release version), Firefox for Android (latest release version) and iOS app via the App Store.

How do I start my consultation?

In the Vala Timeline you will be able to see your upcoming consultations. Click on the consultation you want to start and select the “Start” option. You will also receive an email notification with a link prior to the consultation and you can use this link to join the consultation directly.

Can I use a 3G (mobile) connection?

In general, the faster the network and the higher the quality of the network connection, the better the video consultation will be. We advise that if you are joining the consultation on your tablet or mobile that you select to use a wi-fi connection.

What do I do if I can’t get the video or audio to work? (troubleshooting)

As a first step we ask that you check the device you are using to ensure that a camera is on and working. If you continue to experience problems then attempt to re-join the consultation by refreshing the link or joining the link via a different browser. If the issue persists please follow the below steps:

Go to https://test.webrtc.org/ in your Chrome, Firefox, or Opera browser (whichever one is showing the problem) Click ‘Allow’ or ‘Share Selected devices’ when it prompts you to share your camera and microphone.

Click the large green Start button at the top. In the Firefox browser, it may prompt you again to share the microphone and camera, click Share in both instances.

After the report finishes running, click on the bug at the top.

This pops up a window, click download the report.

Attach the report and send an email to support@valahealth.com.

What do I do if the video quality is poor?

To improve video quality we advise a high bandwidth connection. If you are joining on a smartphone or tablet device a wifi network connection is advisable. If you experience a poor quality in video we ask that you follow the below steps to report the problem to us:

Go to https://test.webrtc.org/ in your Chrome, Firefox, or Opera browser (whichever one is showing the problem) Click ‘Allow’ or ‘Share Selected devices’ when it prompts you to share your camera and microphone. Click the large green Start button at the top. In the Firefox browser, it may prompt you again to share the microphone and camera, click Share in both instances. After the report finishes running, click on the bug at the top. This pops up a window, click download the report. Attach the report and send an email to support@valahealth.com.

What do I do if the video quality is poor?

If you experience echo, we recommend using headphones, or ensure you are joining the consultation using Chrome or Opera browsers. There are known issues with feedback noise if using Firefox browser, as it does not yet have full echo cancellation.

The quality of audio and video is also very dependent on the quality of the network connection, so if you are on a low bandwidth network, this might give a bad experience.

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