Teleconsultation

How can I access the scheduled teleconsultation?

You can access the teleconsultation through:

personal area of the SNS 24 portal, on the scheduled day and time must:

• access personal area of the SNS 24 portal with
  • the Citizen Card or
  • the Digital Mobile Key or
  • o Health User Number
• click on the menu 'I need... Queries for me'
• access the 'Teleconsultation' option
• click 'Continue'
• Wait on this page until the 'Join' option turns green

SNS 24 mobile application, on the scheduled day and time must:

• Access the app with
  • the Digital Mobile Key or
  • o Health User Number
• in the 'Favourites' option, go to 'Teleconsultation'
• click 'Confirm'
• Wait on this page until the 'Join' option turns green

SNS 24 counter in parish councils and citizen spaces (for more information see the guide SNS 24 counter).

What do I need to ensure to access the teleconsultation?

To have access to a teleconsultation, this must be scheduled by the health unit. To perform it, the user must comply with the following requirements, in order to allow the connection to be established and maintained during the teleconsultation:

• Have one of the following electronic devices:
  • computer with camera and speakers, or
  • mobile phone, or
  • tablet
• have an internet connection with a minimum speed of 20MB

What should I do if the healthcare professional did not access the teleconsultation at the scheduled time?

You must wait in the virtual waiting room until the "participate" option changes from gray to green, which happens as soon as the health professional starts the teleconsultation. From this moment on, the user must click on "participate" and access the teleconsultation.

Can I have a teleconsultation if I am not registered in the personal area of the SNS 24 portal?

yes. No prior registration is required, just authenticate to be able to access the personal area of the SNS 24 portal. Authentication can be done in three ways:

• the Citizen Card or
• the Digital Mobile Key or
• o Health User Number

To find out more about how to access the personal area of the SNS 24 portal, see the guide on Authentication in the personal area of the SNS 24 portal.

Is it possible to change the language on the teleconsultation platform?

yes. It is possible to change the language on the teleconsultation platform before entering the teleconsultation. To do this, simply access the multilingual feature in the upper right corner, which allows you to switch between the available languages (Portuguese and English).

Can I access the teleconsultation without the camera and microphone permissions being active?

No. If the camera and microphone permissions are not active, you will not be able to access the teleconsultation. You need to follow the steps:

• Confirm, before the teleconsultation is carried out, that the settings of your camera and microphone allow access to the platform. If they are not enabled by default, you need to activate them manually (in response to an automated question from your web browser)
• if you have not done this setting before, as soon as you select the "Join" button of the virtual waiting room, a prompt appears for you to give these permissions

How does a teleconsultation take place for children who do not yet have a mobile phone or Digital Mobile Key?

For a child who does not have a mobile phone or Digital Mobile Key to have access to a teleconsultation, it is necessary for the guardian to access with the following information:

• Child Health User Number
• Child's date of birth
• telephone contact associated with the child, in the National Registry of Users (RNU), which must be updated

I can't access the teleconsultation. What can I do?

In case you try to access the teleconsultation and are unable to do so, you should contact your health unit for any indication.
If the problem persists even after the indications, you should:

1. Take screenshots of the device where you identified the problem
2. Make a note of your device model, operating system, and the browser you're using
3. call the SNS 24 line – 808242424, choose the option of administrative affairs, and explain the situation

Source: Shared Services of the Ministry of Health (SPMS)