Telehealth Setup Guide
Everything you need to prepare for your first video appointment — step by step. Most clients are ready in under 10 minutes.
What you need
- Camera (built-in or external)
- Microphone (built-in, headset, or earbuds)
- Stable internet (Wi-Fi or 4G/LTE)
- Google Chrome, Edge, or Safari browser
- A private, quiet space
5 steps to get ready
1Check your device2 minAny device with a camera and microphone works — laptop, tablet, or smartphone.
Laptop or desktop
Best experience. Use Google Chrome or Microsoft Edge for the most reliable video connection.
Tablet (iPad / Android)
Works well. Use Safari on iPad or Chrome on Android. Prop it up so you're hands-free.
Smartphone
Convenient for on-the-go sessions. Use Chrome on Android or Safari on iPhone. Landscape mode gives a better view.
Make sure your device's battery is charged, or keep it plugged in during the session.
2Test your camera & mic3 minRun a quick test before your appointment so there are no surprises on the day.
Step 1 — Open the check
Sign in at northwestpsychiatry.org/portal and press 'Check camera & microphone' — on the Telehealth section of your Appointments tab, or on the Video visits card in Settings.
Step 2 — Allow permissions
Your browser will ask permission to use your camera and microphone. Click 'Allow' — that is the same permission your video visit uses.
Step 3 — Check the preview
You should see yourself on screen and see the microphone meter respond when you speak. If either isn't working, the check tells you what to change, and the troubleshooting section below has more.
Do this 24 hours before your first appointment — not 5 minutes before.
3Choose your space1 minA private, quiet space makes for a better session and protects your confidentiality.
Privacy first
Choose a space where others can't hear your conversation — a bedroom, home office, or even a parked car works well.
Good lighting
Face a window or a lamp so your face is well-lit. Avoid sitting with a bright window behind you.
Minimize distractions
Close other tabs and apps, silence notifications, and let anyone in your home know you have an appointment.
Wearing headphones or earbuds reduces echo and improves audio quality for both you and your provider.
4Check your internet1 minA stable internet connection is all you need — telehealth doesn't require high speed.
What you need
A standard home broadband connection (5 Mbps or faster) or a 4G/LTE phone signal is sufficient for video calls.
Wi-Fi vs. cellular
Wi-Fi is generally more stable. If your Wi-Fi is unreliable, a cellular connection often works better.
Quick test
Visit fast.com to check your speed. Anything above 5 Mbps download is more than enough.
Move closer to your router if your signal is weak, or use an ethernet cable if possible.
5Join your appointmentOn the daySign in to your client portal and press Join session — no downloads required.
Option A — Via your portal
Sign in at northwestpsychiatry.org/portal and press 'Join session' — on your Home page or next to your appointment on the Appointments tab. It appears about 30 minutes before your visit, and it is the only way in: your visit opens right there in the portal, and you can keep using the portal while it runs.
Can't sign in?
Call the office at the number below and we'll send you a direct join link for your appointment. Don't worry about being a few minutes late — we'll get you connected.
What happens next
You'll see yourself on screen in the waiting room. Nicholas will admit you from his end at your scheduled time — typically within 1–2 minutes.
Join 2–3 minutes early so you have time to sort out any last-minute connection issues.
Troubleshooting
Common issues & fixes
Camera or microphone isn't working
Check your browser's site permissions for northwestpsychiatry.org: in Chrome, click the icon at the left of the address bar and make sure camera and microphone are set to 'Allow'. On an iPhone or iPad, open the Settings app, find Safari (or Chrome) and allow Camera and Microphone. Restart your browser after changing permissions, then run 'Check camera & microphone' in the portal again.
Video is choppy or keeps freezing
Close other apps and browser tabs using video (Zoom, YouTube, etc.). Move closer to your Wi-Fi router, or switch to a cellular connection. Lowering video quality in Doxy.me settings can also help on slow connections.
I can hear my provider but they can't hear me
Your microphone may not be selected correctly. In Doxy.me, click the gear/settings icon and check that the correct microphone is selected. Make sure the browser has microphone permission (see above).
The video won't load at all
Try Google Chrome first — it has the best compatibility with Doxy.me. If you're using Safari on an older Mac, update your browser. Disable any VPN or ad-blocking extensions, which can interfere with video platforms.
I accidentally closed the portal
Just go back to northwestpsychiatry.org/portal and press 'Join session' again — your provider will be able to readmit you from their side. Moving between the portal's tabs doesn't end the call — closing the portal, signing out or leaving it for another page does.
Nothing is working and my appointment is now
Call (360) 342-6445 immediately. Nicholas can switch the session to a phone call so your appointment isn't lost.
Ready to connect?
Sign in to your client portal and open the Appointments tab.