FAQs
Q: Do I need special equipment to access the Doctors and Counsellors?
A: Apart from your computer the equipment that you will require depends on what type of consultation you would like. For a video, audio and instant messaging consultation, you will need a standard headset and a webcam. If you would like to have just the instant messaging facility all you need is a regular internet connection. You can check your set-up is working properly by going to our Audio Video (AV) test page here.
Q: How can I be sure of the quality of the advice?
A: We only recruit fully qualified Doctors and Counsellors. All Counsellors at Talk to Us Live are members of the Bristish Association for Counselling and Psychotherapy (BACP) and are either accredited or hold advanced diplomas in counselling. As an Organisational Member of the BACP we are bound by its Ethical Framework for Good Practice in Counselling and Psychotherapy and subject to the Professional Conduct Procedure for the time being in force. All Doctors at Talk to Us live are individually interviewed and are fully qualified UK based doctors, who are Criminal Records. Bureau checked and registered with the General Medical Council. Read More >>
Q: Do I have to download any special software?
A: No. Talk to Us uses its own audio-visual communications technology, based on the Flash® plug-in. Most computers already have Flash® installed so there is no need to load any special software in order to take part in the lessons. If you do not have the Flash® plugin you can download it for free here.
Q: At what times can I book consultations?
A: Online Consultations are available at any time 24 hours a day and 7 days a week, subject to Doctor and Counsellor availability. Once you have registered you can browse Doctor and Counsellor availability using your own personal scheduling system.
Q: How do I pay for the consultations?
A: You can pay using any major internationally recognised credit card. We use a secure payment service provided by Protx® (http://www.protx.com/). Credits cost £5.50 each (incl. VAT). Consultations with a counsellor are 4 credits and consultations with a doctor are 5 credits.
Q: Why do I have to buy 'credits'?
A: Credits provide flexibility for you to book consultations when you want. You can cancel and re-book consultation times without having to repeat the credit card transactions each time.
Q: How long are the sessions?
A: Each session or consultation lasts for 20 minutes. You are able to book back to back time slots if you would like to have a longer session.
Q: What happens if for some reason I am unable to attend a booked consultation?
A: You may cancel any booked consultation so long as you do so more than 24 hours before the consultation is due to start. Your credit will be refunded to your account. You will not be entitled to a refund of the credit for a cancellation less than 24 hours before the consultation is due to start.
Q: What happens if a Doctor or Counsellor I have booked a session with is unable to attend the consultation?
A: The Doctor or Counsellor will contact you and agree with you a new time for the consultation. Your credit will be refunded enabling you to book a new consultation time.
Q: Can I postpone consultations after I have booked them?
A: You can cancel and re-book any consultation so long as the consultation is taken within twelve months of the date when the credits were purchased.
Q: Do I need a high speed internet connection?
A: You will need a broadband internet connection if you wish to have a video consultation. We recommend that you have a minimum of 2Mbps download and 256Kbps upload. You can check the speed of your connection here. For instant message chat consultations a regular internet connection speed is all that is required.
A: We offer a free 5 minute consultation for all clients who register on Talk to Us Live. One of our Doctors or Counsellors will be able to explain the options available to you based on the quality of your connection. Please note that portable internet connections operating through mobile phone networks do not provide a fast enough connection for webcam consultations.
Q: What do the different types of counselling mean?
Q: How do I know that I’ll be able to get a good enough quality internet connection for the consultation?
