An introduction to SignVideo
SignVideo is a free service for hearing impaired clients who use British Sign Language (BSL), which enables stress free communication with our veterinary practice, either face-to-face in the hospital or via telephone using a videophone, laptop, PC, smartphone or tablet with video and sound.
The service works using video calls connected to fully qualified BSL interpreters and enables hearing impaired clients to communicate through SignVideo either by calling the practice from home or when attending the hospital for consultations or advice.
To access the service, clients must have access to their own videophone, laptop, PC, smartphone or tablet with their own data.
Who can use the service
The service is available to all hearing impaired clients who are registered with Bell Equine who can use BSL. New clients can access the service to book an initial appointment and / or for the purpose of registration with the practice.
Although the SignVideo service is offered via our Horse Health Programme, clients who wish to use this service do not need to be a member of the programme prior to accessing the service. However, if you would like to learn more about HHP, or if you are an existing member and want to contact the HHP team, you can contact the HHP contact centre via SignVideo HERE.
Operating hours: 8:00AM to 6PM Monday-Friday (excl Bank Holidays)
SignVideo is an on–demand service, which is not pre-bookable*. The service is available from 8.00am – 6.00pm Monday to Friday (excluding Bank Holidays).
Every effort will be made to answer video calls quickly, if there is simultaneous demand however, there may be a waiting time.
*Should there be a need for a specific appointment on a predetermined date and time within the hours above, in certain circumstances it may be possible to pre-book by contacting the interpreting team via this LINK, giving them full details. Pre-bookings however, are not guaranteed and may not be available.
Equipment required
To use the SignVideo service, you will need to check your equipment meets the minimum system requirements:
- A PC or MAC with webcam.
- Browsers: Chrome (PC and Mac), Firefox (PC and Mac), Mac Safari 11, iOS11 Safari and Android 4.0 upwards.
- Bandwidth minimum 512kbps
- Recommended 1 mbps upload for HD Video
- Maximum 1.5 mbsp.
Please note: SignVideo is a free service when connected to Wi-Fi, but if using 3G, 4G or a data service, it will be part of your data cost.
How to contact the practice from home
Simply click on the SignVideo link above which will take you directly through to the service, or alternatively, click HERE to be connected to a BSL interpreter.
You will connect to the SignVideo service and a live BSL interpreter. You can sign to the interpreter your reason for contacting the practice and the interpreter will make the phonecall for you. The interpreter will speak to our reception team and sign the receptionist’s responses to you via the live video link, and pass on your responses and questions to the receptionist.
How to use the service in the practice
On arrival at Bell Equine, hearing impaired clients can indicate to our reception team that they wish to use this service. The SignVideo App (which can be downloaded via the link above) on your device can be used to connect to a live BSL interpreter. Once on-line, switch the device on to loudspeaker.
You will them be able to sign the purpose of your visit to the interpreter who will speak to our receptionist on your behalf. The interpreter will sign back our receptionist’s responses. If required, this two-way communication channel can be used during a consultation too.
Terms and Conditions of SignVideo Service:
By opting to use the SignVideo service, your use of it (“Service User” / “you”) will be deemed to have agreed to the following:
You may access the service if you have diagnosed hearing loss, can communicate in British Sign Language (“BSL”) and have access to a mobile device / computer with wireless internet access. In some circumstances, you may be able to use a mobile data connection, however, any such data use will be at your own cost.
Use of the service in CVS veterinary practices is solely for communicating with the CVS Veterinary Practice (“Practice”) and in relation to an animal owned or cared for by you. You must be registered with the CVS Practice or, if a new client you may access the service to book an initial appointment and / or for the purpose of registration with the Practice.
You can access the service in one of the following ways;
- Download an App to access the service
- Click directly on the practice link in the practice finder - a list of CVS equine veterinary practices can be found at:
www.horsehealthprogramme.co.uk/find-a-practice/ - Click on the 'Signvideo' logo from your CVS veterinary practice website to access the service.
The following terms will apply to the use by you of the service:
- The SignVideo Service enables a Service User to access a video service arranged by CVS to speak to a CVS veterinary Practice.
- The SignVideo service is operated by Significant UK Ltd (SVCC) (The Service Provider), St Agnes House, 6 Cresswell Park, Blackheath, London SE3 9RD on behalf of CVS (UK) Limited, CVS House, Owen Road, Diss, Norfolk IP22 4ER and veterinary practices in the CVS group.
- There is no cost to you for the SignVideo service, however, you must have access to Wi-Fi or data bundle via computer / tablet / phone in the home and data enabled device / phone in the Practice.
- The service will operate in the United Kingdom veterinary practices between the hours of 8am – 6pm Monday – Friday except for published England and Wales Bank Holidays.
- SignVideo is an on–demand service, which is not pre-bookable. Should there be a need for a specific appointment on a predetermined date and time within the hours above, the Service User may pre-book calls by contacting interpreters@signvideo.co.uk and give full details.
**Pre-bookings are not guaranteed and may not be available. - SignVideo is an on-demand service and whilst every effort will be made to answer video calls quickly, if there is simultaneous demand, there may be a waiting time.
- You must have access to your own device / computer and Wi-Fi / data to access the SignVideo service to book or attend an appointment and you must have a knowledge of BSL. You will need to bring your device with you to the Practice.
- If you do not have a smart phone with access to internet data, the Practice may be able to assist. However, ensure you contact them in advance.
- You will be deemed to consent to your name, address and any details necessary to access the service being given to SignVideo as a data processor. SignVideo does not store any personal information whatsoever in the SignVideo contact centre and has confirmed to CVS that it is compliant with the requirements of the Data Protection Act 2018 and The General Data Protection Regulation. However if you have any concerns you may contact the CVS Data Protection Officer at data@cvsvets.com.
- If you experience technical difficulties accessing SignVideo, please contact help@signvideo.co.uk.
- Whilst we make every effort to provide the SignVideo service, should you be unhappy with the SignVideo service, please contact help@signvideo.co.uk.
Whilst every effort will be made by CVS to ensure a trouble-free use of the service, CVS shall not be responsible for any difficulties in communication between you and SignVideo or any miscommunications through the use of the service, save where such are due to the negligence of CVS and its employees.