How to access your video appointment using MyCare UCLH with Microsoft Teams

• 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 UCLH, our digital patient portal. If you don’t have a MyCare UCLH account yet, you will need to create one (please go to section 2 of this page).
  ​​​​​​After you have access to MyCare UCLH, 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 UCLH 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 “University College London Hospitals – MyCare UCLH” 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 uclh.MyCare@nhs.net (Monitored closely 9am to 5pm Monday to Friday, longer waiting times outside working hours). They can connect you with one of our volunteer Tech Buddies, who will be able to help you .
  • MyCare helpdesk does NOT work out-of-hours nor weekend or bank-holidays. 
  • MyCare helpdesk sends patient details directly to tech buddies but are not sure on their response time as they do not hear back from them. Worth checking response time from tech buddies as one day notice may be too little.

This may be the first time you attend a video clinic appointment through MyCare UCLH. 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 uclh.MyCare@nhs.net (Monitored closely 9am to 5pm Monday to Friday, longer waiting times outside working hours). They can connect you with one of our volunteer Tech Buddies, who will be able to help you.

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

If you do not have a MyCare UCLH 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 UCLH - Choose a Signup Method. This may take up to a day or two.

• Once you are set up, you will need to log in to MyCare UCLH. You can do this on a desktop computer or the mobile app. 

On a laptop or desktop computer:

On a mobile device:

• 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 UCLH account. You can find instructions on how to activate two-step verification here.
• Once you are logged in to MyCare UCLH, 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.’

• 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.

• 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:
  • Google Play store
  • App store
• After downloading the app, you may need to return to the MyCare UCLH app and click on ‘Begin video visit’ again.
• You can either 'Join as a guest' or 'Sign in and join'.

• 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'.

• 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 on 020 3448 9393 (9am to 5pm Monday to Friday) or on our website or by email uclh.appointments@nhs.net.

If you need technical help before the day of your appointment, please contact the MyCare Helpdesk via email at uclh.MyCare@nhs.net (Monitored closely 9am to 5pm Monday to Friday, longer waiting times outside working hours). They can connect you with one of our Tech Buddies, who will be able to help you.

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. Our Tech Buddies can help you update your phone if you need to. Email us at uclh.MyCare@nhs.net and we’ll connect you.

Visit our website for more information about video appointments.