Living Well at Home UKClear, practical guidance for later life
Practical guide

By Does Your Duck Quack

Getting care support when telehealth is hard to use

Get home care and health support without video calls by asking for phone or face-to-face contact, communication adjustments and a consent-based helper.

Checked: 6 October 2026 · Next review: 6 April 2027 · Applies to: UK, with nation notes
How this guide was prepared

Purpose: how to guidance · Level: detailed

Checked by: Does Your Duck Quack. Sources are linked below; seek professional advice for individual circumstances.

The short answer

What to do first

Get home care and health support without video calls by asking for phone or face-to-face contact, communication adjustments and a consent-based helper.

Start here: Explain whether the barrier is internet access, data cost, hearing, sight, dexterity, memory, language, privacy or anxiety. Ask for a telephone call, face-to-face appointment, home visit or paper letter where clinically and practically suitable.

Scope of this guide

This guide helps you understand the options and questions to ask. It is not personal medical, legal or financial advice. Check the official sources for your nation and seek qualified help for high-stakes decisions.

Who this guide is for

People who cannot or do not want to use video appointments and the supporters helping them access care by a workable route.

A service should not become unreachable because someone lacks a smartphone, broadband, confidence with apps or the ability to hear or see a screen. Video may suit some people, but it is not the only way to explain symptoms or arrange care. State what works for the person and ask the service to agree a reliable alternative before the next appointment or assessment.

Practical steps

1. Say what makes video difficult

Explain whether the barrier is internet access, data cost, hearing, sight, dexterity, memory, language, privacy or anxiety. Ask for a telephone call, face-to-face appointment, home visit or paper letter where clinically and practically suitable.

2. Request a reasonable communication adjustment

Ask the GP, hospital or council to record the person’s preferred contact method and any accessible format. An adjustment might include extra time, a quiet room, large print, an interpreter, a support person with consent or a call at an agreed time.

3. Use a trusted helper without handing over control

If the person wants support, agree who can help book appointments, write down questions or join a call. The person can set limits on what may be discussed and can speak privately with the professional.

4. Keep an offline route to NHS services

NHS App features differ by nation and local practice. A person can still contact a GP practice or relevant NHS service by the available phone, in-person or written route. Ask how to request repeat prescriptions, test results and referrals without logging in.

5. Choose digital support only if wanted

Libraries, council digital-inclusion services and community groups may offer patient help learning to use a phone or video call. The person can choose to try this at their pace, with accessible teaching and privacy safeguards.

Questions and checks

Common questions

Can I ask for a GP appointment that is not by video?

Yes. Explain why video is not accessible or suitable and ask about a telephone, face-to-face or home appointment. The clinician decides what is appropriate for the health concern, but the service should consider communication needs and reasonable adjustments. Ask them to record the preferred method so the same difficulty does not recur.

Can my son or daughter speak to the doctor for me?

You can ask a trusted person to help or join an appointment, and you decide what may be shared. The practice may record your consent or ask you to confirm it. You can also request time alone with the clinician.

Do I have to use the NHS App to get care?

No single app is the only route to all NHS care. Online options and apps differ by nation and local service. Ask your GP practice or care team how to contact them by phone or another accessible method, and how to arrange repeat prescriptions or results offline.

Where can I get help learning video calls?

Libraries, council digital-inclusion programmes and community organisations may offer patient, in-person help with basic digital skills. Availability varies. Ask for one-to-one support and accessible instructions, and do not share passwords or security codes with a helper. If the person prefers not to use video, continue asking services for a suitable alternative.

Differences across the UK

NHS, social care and voluntary providers differ in digital access arrangements across nations. In-person alternatives may still exist in acute and community settings. The NHS App is used in England, while NHS Scotland, NHS Wales and Health and Social Care Northern Ireland have different apps, online records and service arrangements. GP and council contact options vary locally. Equality and accessible-information duties mean services should consider communication needs, but the available adjustment depends on the service. Ask the local GP, health board or HSC Trust for a non-digital route; in an emergency do not wait for an app.

Primary sources

The publisher checked this guide against the 8 official sources below. This is an editorial source check, not approval by a clinician, lawyer or benefits adviser.

Editorial note: By Does Your Duck Quack.