I received an error message when I tried to enter my appointment. What can I do?
Log out and log back in. This sometimes happens if you have been logged in for a long time.
I can’t find how to book an appointment in Welio.
Currently Welio is not set up as an online booking platform with clinic software. You will need to book with your healthcare provider via your practice’s usual booking processes e.g., by phoning the practice or using their online booking platform.
How do I cancel my Welio appointment?
Currently all appointments need to be made via your practice’s normal booking processes e.g., by phone or the practices online booking system. If you need to cancel your appointment, please do so via your practices usual processes for cancelling an appointment i.e., call the practice or cancel via their online booking platform if you have booked online. Your practice will then cancel the appointment in Welio for you.
I'm in the waiting room but I can't see my doctor.
Just like an actual waiting room, your doctor or health care provider may sometimes run a bit late. We recommend you continue to wait. If your wait time is too long, we recommend you call the reception team at your practice to ask about your waiting time.
My doctor can hear me but can't see me.
Make sure when you enter the virtual waiting room that you click OK to your mobile device accessing your camera.
My doctor can see me but can’t hear me.
Make sure when you enter the virtual waiting room that you click OK to your mobile device accessing your microphone.
Can I send attachments to my health care provider through Welio?
Currently you can message your health care provider during your consultation, but you are not able to upload attachments such as documents. If you need to send your doctor a document, we recommend you email it to your practice.
I've sent my health care provider a message during the consultation. How do I get back to the video?
After you send a message, click on the video icon on the top right-hand side of your screen to return to the video. Don't click on the back arrow as this will end the consultation. If you do, simply click on the appointment then re-enter the waiting room to re-connect with your health care provider.
I've finished the consultation; how do I get back to the dashboard?
Click on the back arrow at the top right-hand side of the screen. This will take you back to your scheduled appointments. To return to the main dashboard, click the back arrow again.
How can I see what past appointments I’ve had and how much I was charged?
Your past appointment history can be accessed via settings. Click on the cog wheel then click on Appointment History. You will see a list of all completed appointments that have been conducted via Welio. Click on a particular appointment to find out more details about it.
I can’t remember my password. How do I get back in?
If you have forgotten your password to access the app, click on Sign in then click on Forgotten Password. You will then be prompted to put in your mobile phone number and will be sent a re-set code by SMS. Enter the 6-digit code. You will now be promopted to enter a new password. Enter then new password then click on Save. You will now be taken to the dashboard and can use Welio.