Video Visits
Welcome to MyChart Video Visits
Video visits allow patients and providers to interact through live video and audio. This feature helps providers connect with patients at home and on the go.
To ensure a successful video visit and to maintain confidentiality, we recommend that you conduct your visit in a quiet setting.
Prior to the start of your video visit, there are required items that must be completed. You are able to review these items in your MyChart account up to three days before your scheduled visit. Please have these items completed no later than one hour before your appointment time.
Video Visit
View, Cancel or Reschedule a Video Visit
Once your video visit has been scheduled, you will receive a MyChart notification. In MyChart, you are able to view the scheduled appointment under Visits > Upcoming Visits.
Patients can cancel an appointment 4 or more days in advance of the scheduled appointment time using the MyChart website or mobile app. Otherwise, please contact the clinic to cancel or reschedule your appointment.
Start a Video Visit
From a Computer
From the MyChart website, a notification appears to view instructions for your upcoming appointment. Select the message to complete the eCheck-In. You will verify your personal information, review your health issues, medications, allergies, insurance information, pay the visit Co-Pay, and sign the required documents. Unsigned documents will not allow the video visit to begin.
At the time of your appointment, select the Begin Video Visit button. You will be directed to Zoom’s virtual waiting room until the provider connects to the visit. Once connected, you will see a message saying, “Please wait for the host to start this meeting.”
The video visit will begin when the provider connects to the meeting and is visible on the screen.
From a Mobile Device
In the MyChart mobile app, a notification appears to complete the visit eCheck-in. When you select the message, you will verify your personal information, review your health issues, medications, allergies, insurance information, pay the visit Co-Pay, and sign the required documents. Unsigned documents will not allow the video visit to begin.
At the time of your appointment, click the Begin Video Visit button. You will be directed to the virtual waiting room until the provider connects to the visit. Once connected, you will see a message saying, “Please wait for the host to start this meeting.” Do not attempt to sign in. You are not required to create a Zoom account or log in to complete the video visit.
The video visit will begin when the provider connects to the meeting and is visible on the screen.
Complete a Video Visit
When the video visit is complete, the provider will end the meeting and both users will be disconnected.
Frequently Asked Questions
How long before or after the scheduled time can a patient connect?
A patient may connect approximately 15 minutes before and after the scheduled appointment time.
Can I reschedule or cancel a video visit?
Patients can cancel an appointment 4 or more days in advance of the scheduled appointment time using the MyChart website or mobile app. Otherwise, contact the clinic to cancel or reschedule your appointment.
Why can’t I connect to the video visit from my web browser?
If you are using your desktop, confirm that your web browser has the most updated version of Adobe Flash Player.
What apps do I have to download on my mobile device for video visits?
You will need MyChart and Zoom Meetings to be able to complete a video visit. Both apps can be found in the Apple App Store or Google Play Store.
Who should I contact if I cannot connect to the video visit?
First, contact your clinic to notify them that you are unable to connect to the video visit at (210) 450-9000. For technical assistance, contact the UT Health Help Desk at (210) 450-4111.
Prepare for the Video Visit
Desktop Setup
- Verify Webcam and Audio Device
- Ensure that you have an active internet connection, working webcam, a microphone, and speakers to hear the video. The webcam can be part of a laptop or a separate USB webcam.
- Disable pop-up blockers in your web browser.
Mobile Setup
-
Download ZOOM Cloud Meetings. Go to the Google Play Store or the App Store to download the app.
- If you will be using your mobile device for video visits, you will also need to download the Zoom Cloud Meetings app in addition to the MyChart app.
- Test your video, audio, and network connections by joining a test meeting: https://zoom.us/test
- You are not required to create a Zoom account or log in to complete a video visit.
Video Visit Instructions
MyChart Mobile Setup
In addition to a web version, MyChart is an application that is available to both Android and iOS devices. Go to the Google Play Store or the App Store to download the app.