BlueEye Direct Video FAQ

BlueEye Direct is a mobile smartphone video access platform enabling a healthcare professional at a ‘hot desk’ to access the video camera of a patient’s smartphone and initiate a video call between the patient and the medical professional. The benefits of this live streamed video is that the medical professional can conduct a secure virtual consultation with the patient on their own smartphone remotely.

To use BlueEye Direct video, please check your laptop has:

  • Been cleared by your IT department to use this service (e.g. no corporate firewall block).
  • Either a Windows 10 or Mac Operating System.
  • A Chrome web browser.
  • A working web camera, microphone and speakers.
  • Good connection to the internet.
  • Check your laptop is compatible with BlueEye Direct Video service with your HSE IT Department.
  • Request a user account from the team in HSE Digital Transformation.
  • Schedule your video call appointment with the patient. Have your patients ready with a smartphone at the time when you will call them.
  • Start the event with the patient as described in the Quick Start.

Enter the HSE BlueEye Link https://hse.blueeye.video on a Chrome web browser. Login with the username and password sent by email from BlueEye Direct Video service. Do a Call Test with the facility provided on the dashboard.

The patient should be pre-advised of the appointment time and be ready with their smartphone. On booking the video call, the patient should be advised that they have:

  • A modern Smartphone with a camera.
  • Good Internet Speed.
  • A location providing an adequate level of privacy for a confidential video call.

Enter the Patient’s Smartphone Number to contact and click “Call”.

  1. The patient will receive an SMS message with a link.
  2. When the patient clicks on the link, the video call is initiated.
  3. The patient needs to consent to the video call by authorising access to their microphone and camera (and GPS location on some services).

When the patient accepts the call the video stream will commence instantly. The doctor will be able to see and to hear the patient. The patient will be able to hear and see the doctor. Remember to turn up the sound on the laptop to hear the patient. When the consultation with the patient is complete, the doctor can click the “End Call” button.

First, check you have:

  1. A compatible laptop with tested and working web camera, microphone and speakers.
  2. Been cleared by your IT department to use this service (e.g. . no HSE corporate firewall blocks to the service on your laptop).
  3. Requested a user account from the HSE IT team in HSE Digital Transformation.
  4.  Received an email with your user account and login details from BlueEye Direct Video service.

Open Chrome web browser on a Windows 10 or MacBook operating system laptop. The laptop must have a good internet connection.

Enter the HSE BlueEye Link https://hse.blueeye.video on a Chrome web browser.

Login with the username and password sent by email from BlueEye Direct Video service. Do a Call Test with the facility provided on the service dashboard.

  1. Enter the Patient’s Smartphone Number to contact and click “Call”.
  2. The patient will receive an SMS message with a link.
  3. When the patient clicks on the link, the video call is initiated.
  4. The patient needs to consent to the video call by authorising access to their microphone and camera (and GPS location on some services).

When the patient accepts the call the video stream will commence instantly.

The doctor will be able to see and to hear the patient. The patient will be able to hear and see the doctor. Remember to turn up the sound on the laptop to hear the patient.

When the consultation with the patient is complete, the doctor can click the “End Call” button.

Please note:

The patient should be pre-advised of the appointment time and be ready with their smartphone. On booking the video call, the patient should be advised that they have:

  • A modern Smartphone with a camera.
  • Good Internet Speed.
  • A location providing an adequate level of privacy for a confidential video call.

Do not click on BlueEye logo, dashboard, test call, profile during the call as it may result in loss of video transmission.

Do not refresh the browser during an ongoing call as it will result in loss of video transmission.

If you have any issues getting set up or using the BlueEye Direct Video service please contact your HSE IT department to deal with any firewall issue which may be blocking this internet service.

If you still have issues please contact support@blueeye.video and give the details.

Advise your patient to take the call in the room with their WiFi router box

If anybody in the house is using the WiFi for Netflix, YouTube, PlayStation, Xbox or other heavy WiFi usage, please ask them to pause the usage until the consultation is finished.

Contact your patient in your normal manner by phone call, text or email to prepare the patient for a video consultation.

Ask your patient if they have a smartphone with a web camera, if they have good internet connection and if they consent to a video consultation.

Record the video call consent for this patient (this will be asked again when the video call is set up).

Advise your patient to take the call in the room with their WiFi router box. If anybody in the patient’s house is using the WiFi for Netflix, YouTube, PlayStation, Xbox or other heavy WiFi usage, please ask them to pause the usage until the consultation is finished.

Advise the patient that they may require a private room in the house for the video call as well as being next to the router.

Inform your patient that you will send them a link by text message for a video consultation.

Arrange the time of the video consultation with the patient.

Use the BlueEye Direct Video dashboard to send the patient a text message with a video link at the appointed time.

When the patient receives the text message, they simply click on the link to be directed to the video service.

Having clicked on the link, the patient will be asked to consent to the video call by authorizing the BlueEye Direct Video service to use their microphone and camera (and location GPS for some services).

Once the patient accepts that the service has access to their microphone and camera (and location GPS for some services) the video stream is opened up instantly.

Extra notes to inform the patient:

  • The patient can have the video call while on Wi-Fi or on 4G.
  • The patient must ensure they have good internet speed on either Wi-Fi or 4G for the video call to be successful.
  • The patient may incur extra charges if they are on public 4G network.
  • If on Wi-Fi the patient should try to be as near to the Wi-Fi router as possible to get the best signal for the video connection.
  • The patient should also be aware that this is a confidential call and to find a suitable location to be near the Wi-Fi router box but to also have the privacy they require for the consultation.

Only the doctor has the “End Call” button and it is up to the doctor to determine when the call should end.

The video transmission will be interrupted if:

  1. The patient moves from 4G to WiFi (or from Wi-Fi to 4G) during the video call
  2. The patient clicks on the home button during the video call or refreshes the mobile browser.
  3. The patient receives a standard network call during the video call. This is normal network behaviour. The video call should recover when the patient ends the incoming network call.

If the video transmission is interrupted the hot desk user can send a fresh link and will need to inform the patient to look for a new link if the transmission is interrupted.

Should the patient not see an incoming text, the doctor can wait a few minutes but may need to end the call and move onto the next patient. Should the patient click on the link after the doctor has ended the call, they will receive a message on their smartphone to say that the call is no longer available.

The service has not been evaluated yet on Tablets and it is not yet supported. However there is tentative support for:
  • On an iPad it may work with Safari
  • On an an Android Tablet it may work with Chrome
  • Simple for the medical professional to use – just type in the patient’s mobile number.
  • Enables medical consultation in contagion scenario, reducing risk of exposure, supporting ‘self-isolation’.
  • Optimises assessment, diagnosis, treatment and support of patient.
  • Accelerates pre-hospital decision-making, approvals and productivity.
  • Reduces emergency dept overload.
  • Optimises patient treatment & outcomes.
  • Optimises hospital routing decisions.
  • Increases hospital and ambulance operational efficiencies.
  • Accelerated support and isolation for patients who present (via video) with COVID-19 symptoms.
  • Simple for patient to use – no app or set up required, just to click on a text message.
  • Enables medical consultation in contagion scenario, reducing risk of exposure, supporting ‘self-isolation’.
  • Accelerates pre-hospital decision-making, approvals and productivity.
  • Reduces emergency dept overload.
  • Optimises patient treatment & outcomes.
  • Optimises hospital routing decisions.
  • Increases hospital and ambulance operational efficiencies.
  • Accelerated support and isolation for patients who present (via video) with COVID-19 symptoms.
  1. What if the link is not opening on patient’s mobile.
    • Check internet connection, the system requires 4G connection or Wi-Fi.
  2. What if the video streaming is not clear?
    • Check internet connection at both ends.
  3. What if the connection is not establishing?
    • Check internet connection at both ends. Ensure that the patient is clicking the correct link.
  4. What if the video is lagging/ delayed?
    • Check internet connection at both ends. In an ideal set up, there is no lag in the video transmission.
  5. What if the connection is lost with the patient?
    • A connection may be lost due to various reasons e.g. patient switches from 4G to Wi-Fi or vice versa, patient or doctor refreshes the browser, patient receives a phone call on his/ her mobile, the patient or doctor loses internet connection or there is a break in internet connection. Establish a new connection by sending a fresh link.