Joining a video visit

0:03Welcome

Your video visits happen right inside the portal, on a computer, a phone, or a tablet. This guide shows how to get ready, how to join, and what to do if the sound isn't right.

0:17Before your visit

It's worth a quick check before your first visit. Open Appointments, choose Telehealth, and press 'Check camera & microphone'.

You'll see yourself, watch a bar move when you speak, and you can press 'Play a test sound' to hear your speakers. Nothing is recorded or sent. The same check is in Settings, under Video visits.

0:41Joining

From about thirty minutes before your start time, a 'Join session' button appears on Home, and on the Appointments tab. It's the only way in, and it appears only when your visit is close.

Press it, allow your camera and microphone when you're asked, and wait until your provider admits you.

If you moved a visit, or asked for one, and the practice hasn't confirmed the new time yet, the Telehealth screen says so instead. 'Join session' appears once it's confirmed.

1:15During the visit

The visit opens right here in the portal, never in a separate browser tab. You can keep using the portal while you talk: the video moves to a small window and stays connected, and 'Back to your visit' brings it back.

On a phone or tablet, tap 'Expand video' to fill the screen, and 'Back to portal' to shrink it again. Moving around never hangs up. 'Leave visit' does.

If the sound isn't right, press 'Sound not right?' on the Telehealth screen for the steps. Sounding muffled, like you're underwater, is usually a Bluetooth headset's microphone, so try your device's built-in microphone instead.

1:58If you need help

If you can't get in, call the office, and your care team will help. And if you're ever in crisis, don't wait for a visit. Call or text 988, any time, day or night.