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Getting started with video therapy

Getting started with video therapy is quick and easy. Depending on which device you use, here are some of the steps you will need to take in your first session. Please do familiarise yourself with these before your first appointment and let us know if you have any questions.

How to join your first appointment successfully

When your appointment time arrives:

  1. Please log onto the therapy website using the link iin your appointment email, find your appointment and click Join.
  2. At the start of the first video therapy session you may need to give your browser permission to use your camera and audio. After this, please be aware that your video and audio will automatically be authorised when you join a session.
  3. Let your therapist know you are ready to join the call, by typing a simple message in the chat box, such as "Hello".
  4. Then click Connect to Video Call to start the session with your therapist.
  5. At the end of a session please close down the video therapy session by using Hang up.
Lady using video therapy on an ipad device
  • Which device and browser is best for video therapy?

    Video therapy works best on a computer/laptop using the Google Chrome browser. It does work on most mobile phones except currently some iPhones. We recommend you use Google Chrome browser and a headset, wherever possible for clear sound and privacy.

    The following browers can be used:


    • Chrome
    • Firefox
    • Edge (Chromium)


    • Chrome
    • Firefox
    • Edge (Chromium)
    • Safari

    iOS/iPadOS 11+

    • Safari


    • Chrome
    • Firefox

    Please use the latest version of your chosen browser.

  • What is the screen sharing function?

    This is a useful feature allowing you and your therapist to collaborate on work as you would in a face to face meeting.

    Your therapist can share their screen with you and you can share your screen with them. We recommend only doing this when agreed with your therapist. It is best to ensure you have nothing open on your screen you do not wish for your therapist to see.

    When clicking on screen share you will be asked by the programme what you want to share. It is best to have your document open first and then to select this document when prompted by the screen sharing. This is done by selecting application window when prompted and clicking on the document you want to share on screen.

  • Help! The video will not show / I cannot hear the therapist / The therapist cannot hear me
    • Check your browser has been allowed to access your webcam and microphone
    • Check that your speakers are on (or your headset is connected), that your sound is turned up and not muted.
    • The therapists may have accidentally muted themselves. Use the video screen to sign to the therapist you cannot hear them and give them a moment to check their settings.
    • Remember, you can always go to the chat window to message with the therapist to try and resolve any problems.
    • To restart a call, simply go back to the Ieso therapy website window in the original tab and click ‘Connect to Video Call’ again.
  • What if I have an unresolvable technical problem during the video therapy session?

    Technical problems with video can happen from time to time. If you are unable to use the video window at any point, return to the chat window which will be open in another tab or window. Use this chat to communicate with your therapist to resolve any problems. If the problems can't be resolved, you can continue the appointment via the chat function, if needed. Many patients receive their therapy entirely through this chat window and studies show they are just as likely to feel better as through video or face to face therapy.

  • How do I access a recording of my therapy session?

    Audio recordings from video therapy sessions are stored in your account so you can listen to any session. To access them please go to your homepage and then appointments and then click on the appropriate appointment. You will then see the ‘session audio’ which you can listen to / download. If you can't see your recordings, please contact us. Please see the privacy notices on the Ieso therapy website for full information about this.

In an emergency
Call 111 - if you urgently need medical help or advice but it is not a life threatening situation
Call 999 - if you or anyone else is in immediate danger or harm
Call the Samaritans 24 hours a day on 116 123