A video consultation is a normal appointment with your doctor, held over a video call instead of in person. You book it the same way, you pay the same way, and you get a prescription afterwards the same way. The only difference is that you join from wherever you are.
This guide covers what you need, exactly when you can join, the three ways to get into the call, and what to do if something does not work.
What you need before you start
- A phone, tablet or computer with a working camera and microphone.
- A reasonably steady internet connection. Wi-Fi is usually better than mobile data, but either works.
- A quiet, private place where you are comfortable describing your symptoms out loud.
- Your appointment must be confirmed. If payment is still pending, complete it before your slot time.
You do not need to install anything. The call runs inside the page you are already on.
When you can join
The call opens 15 minutes before your scheduled time and closes 40 minutes after it.
So for a 4:00 pm appointment, you can join any time between 3:45 pm and 4:40 pm. Before 3:45 pm the join button will not let you in yet — that is normal, not a fault. After 4:40 pm the room closes.
If you try outside that window you will see:
The video call opens 15 minutes before and closes 40 minutes after the scheduled time.
Joining a few minutes early is a good idea. It gives you time to allow camera and microphone access without eating into your consultation.
Three ways to join
1. The link in your SMS — the quickest way
When you book a video consultation you receive a confirmation SMS containing a join link, and a reminder SMS shortly before the appointment with the same link. Tapping it opens the consultation room directly.
The link looks like treatlly.app/j/XXXXXXXXXX.
Two things worth knowing:
- It does nothing until the call opens. If you tap it the day before, you will land on a page telling you the link is not usable. That is expected — try again inside the join window.
- If your appointment is rescheduled, the old link stops working. Always use the link from the most recent SMS.
You can tap the link more than once. If your call drops, tap it again and you will go straight back in — as long as you are still inside the join window.
2. The clinic's app
If your clinic has its own patient app and you have it installed, open the app, go to your appointments, and tap the video consultation. You will also get a notification shortly before the call.
3. The clinic's website
Sign in on the clinic's website and go to My Appointments. Your video consultation is listed there, and the join button is the first action on the row.
- When the call is open, the button reads Join video call.
- Outside the window it reads Video consultation — you can still open it, and the page will tell you when the call opens.
Agreeing to the consultation
Before your first join, you are asked to confirm that you agree to be consulted over video. This is a one-time tick for that appointment and it is required — the call will not open without it.
If you see "Patient consent is required before joining the video call", the agreement prompt appears on that same page. Accept it and press join again. You do not need to go anywhere else.
During the call
The video appears inside the Treatlly page — it does not open a separate app or a new tab. Around the video you will see your doctor's name, their qualification and their registration number, so you can confirm who you are speaking to.
Your camera and microphone are only requested after you press join, so simply opening the page will never switch your camera on. When your browser asks for permission, choose Allow — without it the doctor cannot see or hear you.
A few practical points:
- If your doctor has not arrived yet, stay in the room. They are notified when you join.
- If your video freezes, leave and rejoin using the same link or button.
- Do not close the browser tab mid-call. If you try, you will be asked to confirm — use End consultation instead, so the call is closed properly.
Ending the call
When the consultation is finished, press End consultation. Your camera and microphone switch off immediately.
If you pressed End by mistake and you are still inside the join window, you can rejoin with the same link or button.
Keep your join link to yourself
The SMS join link opens your consultation room without asking you to sign in. That is deliberate, so that joining is one tap on a phone. It does mean anyone holding your phone, or reading the message on your lock screen, could enter that consultation.
So please do not forward the SMS or share the link.
The link is deliberately limited. It opens only that one consultation room — it does not sign anyone into your account, and it cannot be used to view your appointments, your payments, your family members' records, or your prescriptions and receipts. It also stops working once the join window closes.
If something does not work
| What you see | What it means | What to do |
|---|---|---|
| The video call opens 15 minutes before and closes 40 minutes after the scheduled time. | You are outside the join window. | Check your appointment time and try again from 15 minutes before it. |
| This appointment isn't confirmed. | The booking is not confirmed — often an incomplete payment, or it was cancelled. | Open the appointment and complete payment, or contact the clinic. |
| Patient consent is required before joining the video call. | You have not yet agreed to be consulted over video. | Accept the prompt shown on the same page, then press join again. |
| The video call is temporarily unavailable. Please try again shortly. | A temporary problem reaching the video service. | Wait a moment and press join again. If it persists, call the clinic. |
| This consultation has already ended. | The call was closed. | Contact the clinic if you still need to be seen. |
| The page says the link is invalid or expired. | The link is old, the appointment moved, or the window closed. | Use the link from your most recent SMS, or sign in and join from My Appointments. |
If the doctor cannot see or hear you, it is almost always browser permissions. Reload the page, press join, and choose Allow when prompted. On a phone, check that no other app is holding the camera.
After the consultation
Your prescription is issued the same way as an in-person visit and appears with your appointment once the doctor has signed it. Your receipt is available in the same place.
If you were not able to attend, or the doctor did not join, contact the clinic — cancellation and refund terms are the same as for any other appointment.