Frequently Asked Questions about Virtual Care
Discover answers to frequently asked questions regarding virtual care options at UH, as well as instructions on preparing for your appointment.
- How it works
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When you schedule a virtual visit appointment, you will receive a text or email with a secure MyChart link 1 hour prior to your appointment. About 15 minutes prior to your appointment you may click the link and complete e-Check in if you have not done so already. When your appointment time arrives, click on the link and follow the instructions to join your appointment. Make sure the camera and microphone on your computer or device are working properly so your provider will be able to communicate with you. Your provider will join you online to begin your appointment.
A charge will be submitted to your insurance company per usual business practices. You may be responsible for a portion or all of this cost depending on your insurance.
- Preparing for your appointment
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To get the most out of your virtual visit appointment and ensure it goes smoothly make sure to:
- Keep track of your symptoms and when they started.
- Keep track of your temperature, blood pressure, weight or other vitals you can get easily at home.
- Keep a list of chronic conditions and medications. Have pill bottle(s) handy to answer questions.
- Prepare a list of questions you have for your doctor.
- Have a pen and paper ready to take notes if needed.
- Consider having a family member nearby to participate, ask and answer questions, if helpful. You may be able to invite your family member to the virtual visit once you are in the session.
- Make sure your phone, computer or tablet are charged.
- Be ready 10 – 15 minutes before your scheduled appointment with your device powered on and ready.
- What browser should I use for this visit?
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You can use most of the common browsers (Safari, Chrome, Firefox). The only browser that does not work for this session is Internet Explorer.
- I am unable to see my doctor and/or my doctor can’t see me. How do I fix this?
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Check to see if your provider has joined the session yet. When you join, you are in a virtual waiting room, so you won’t be able to see your provider until he or she joins. If your provider can’t see you, ensure that your camera is unblocked from your web browser.
- What do I do if there is no sound?
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Ensure that the volume is turned up on your phone, tablet or computer, and make sure your device is not on mute.
- Is this visit covered by my insurance plan?
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While most insurance plans cover virtual visits, you may want to review your policy or contact your insurance to verify coverage.
1
Select Your Device
You can use your computer or smartphone to start a video visit. Using your smartphone is the easiest option because it already has a camera and microphone built in.
2
Use Your Smartphone
Download the UH MyChart Mobile App from the Apple App Store or the Google Play store. If you use an iOS/Apple smartphone, make sure your default browser is set to Safari. Upgrade to the latest version of iOS for the best experience.
If you use an Android smartphone, make sure your default browser is set to Chrome.
3
Use a Desktop Computer or Laptop
If you use a desktop computer, you need set up a camera and a microphone for your visit. Laptops already have a camera and microphone built in.
4
eCheck-In
At least 15 minutes before your video visit appointment, go to eCheck-In to complete the necessary steps. eCheck-In will be available 7 days before your appointment. You should complete your eCheck-In well before your appointment time so you can quickly connect with your provider at your scheduled time.
5
Join Video Visit
After you've completed eCheck-In, select Join Video Visit to connect to your video visit. The Join Video Visit button will be available 120 minutes before the scheduled appointment start time.
6
Allow Camera Access
If prompted, allow your browser to access your device's microphone and camera. Then, complete a hardware test to ensure your device camera, microphone, and speakers are working. Double-check your video to make sure your face is clearly visible. Select Join Call.
7
Choose a Quiet Space
Make sure you are in a safe and secure environment. It is also best to have good lighting in front of you.
8
Technical Issues
If you are having technical difficulties during your visit, call UH MyChart Support at 216-286-8960.