Telehealth Video Visits

To make sure you have a good video visit experience with your provider, it’s important to have the right technology. Connectivity issues, equipment that isn’t compatible, or other tech issues can cause frustration and result in a visit that is not as efficient or helpful for you.

Before your visit, be sure to review our Pre-Appointment Checklist to test your technology and equipment.

Make sure your internet is working and use Wi-Fi rather than cellular data when possible. Before your scheduled visit, test your session connectivity using Tokbox.com. Your video session requires: Audio bitrate = 20 kbps and Video bitrate = 355 kbps.

You can also run a technology test when you log in for your session. Check in at least 15 minutes early and select click here for a pre-session tech check. A short pre-call test will assess the quality of your audio and video and make any recommendations about your setup.

Conducting a virtual visit with a provider in MyChart is an easy process.

1. In MyChart, go to Visits and select Appointments and Visits from the dropdown menu to view details about your visit, sign your consent form and complete your check-in.
2. When you see the message, “It’s time to start your video visit!,” select Begin Video Visit.
3. Select Start Session and click Allow for use of your microphone and camera. Now you’re virtually in the room where you’ll be seen by your provider.

Follow these steps to set up your camera and microphone before your visit.

1. Open the Settings app on the iPhone or iPad
2. Scroll down until you find the Safari application as an option and select it 
3. Scroll down to the Setting for Websites section
4. Locate the Camera and Microphone options
5. Select Camera and choose Allow
6. Select Microphone and choose Allow

Follow these steps to set up your camera and microphone before your visit.

1. On your Android device, open the Chrome app
2. To the right of the address bar, tap More > Settings
3. Tap Site Settings
4. Tap Microphone or Camera
5. Tap to turn the microphone or camera on or off
   1. If you see the site you want to use under Blocked, tap the site > Access your microphone > Allow.

If you’ve turned off microphone access on your device, you can control your app permissions on Android to use your microphone.

This could be due to poor internet connectivity, or your volume may be turned up too loud. In some cases, a feedback loop from an internal microphone and speakers may occur, causing an echo in the audio feed. If you are experiencing an echo in audio, there is a chance you have multiple audio devices enabled at once.

Try the following steps to resolve this issue:

• Turn down the volume on your computer
• Use a pair of headphones or earbuds that are equipped with a microphone to eliminate outside noise. Most modern style earbuds, like the ones that come with your phone, will work.
• Ensure that no other applications are open and using the microphone at the same time. (i.e. Skype, FaceTime, etc.)