Technical Video Questions

You will need the following:

1. Any device with video and microphone capability (smart phone, tablet, computer etc.).
2. Reliable, hi-speed internet for the duration of the Virtual Visit.
3. A browser that supports the Virtual Visit service (Chrome, Firefox, Edge, Safari)
4. Access to your Practice Mate or EHR 24/7 account for the duration of the Virtual Visit.
5. Click, "Upload"

When you click on the link to start a Virtual Visit you will see a message from the video service requesting access to your camera and microphone. By clicking “Allow” the video service will access your device’s camera, microphone, and audio options for the video appointment.

You can click on the microphone icon before entering the video appointment or during to choose which microphone source you’d like to use on your device. The listed microphone options for your device will have a sound bar next to them that should fluctuate as you speak into your device. You can mute or un-mute yourself by clicking on the microphone icon at any time.

Before you join the Virtual Visit, you can test the audio from your device by clicking on the small arrow next to the microphone icon and selecting the “test” button over the available audio options for your device. If you cannot hear a participant you can also check your audio settings during the video appointment. Don’t forget to ask if the other participant if they muted their microphone.

Yes, however participants can choose not to use their web cameras. You can choose to turn the camera off or on before joining the Virtual Visit or by clicking on the video recorder icon during the appointment. If a participant has their camera turned off you will still be able to see their name.

You can improve the speed and quality of your video appointment by going to settings and lowering your video resolution.

To start the video appointment, the provider will need to select the upcoming visit under the Virtual Visits tab and click the "Start Visit" button. the video room will launch. Once you’ve clicked on the link and a window for the Virtual Visit has opened, click the “join meeting” button to start the video appointment.

As the Provider, you are the meeting host and are responsible for starting the appointment. If a patient clicks the link to join the video before you start the appointment, they will be in a virtual waiting room.

No, only two people can join a video appointment.

First check to confirm you are using a supported web browser (Chrome, Firefox, Edge, Safari), then check to confirm you are connected to reliable internet. If the issue persists, open a different Virtual Visit session.

You can return to the Virtual Visit by clicking on the same link provided for the video appointment. This will open the same appointment video. As long as the patient is still running the video session, the visit will remain active. If the Virtual Visit is no longer active, contact the patient to have them join the session again.

You can end the Virtual Visit by clicking on the phone icon to “leave” the video room. This will safely and securely end the video.