Preparing for your visit
Virtual visits may seem intimidating. As with most things, preparation is key. Here are a few tips to help ensure you make the most out of your appointment:
You will need:
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A supported mobile device or computer with a web browser, camera, good quality speakers, and microphone An internet (wi-fi) or a phone data plan (for connections via mobile device) A strong internet connection An email account. You will receive an email with a unique link to join the visit. If your provider chooses to require a PIN to access the visit, you will receive a second email with the PIN. A quiet indoor space with little distraction and good lighting |
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Take a moment to jot down any questions you have or symptoms you want to discuss with your healthcare professional. It’s a good idea to write down a few notes in advance to make the best use of your time during your virtual consultation. |
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Have a pen and paper handy in case you want to take notes from your visit. |
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Consider having someone join you. Depending on the type of visit, it may be helpful to have a family member, trusted friend or caregiver sit in to take notes or raise concerns in case you forget something. If the individual can’t be in the same location as you, share the link and they can log in from any internet-enabled computer or mobile device. |
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Get set-up. Before the appointment, click the Test your connection link in the email and ensure your video and audio are in good working order. If it does not work, call 1-855-252-2632 for additional help.
Make sure our clinic has your current email address. You will receive an email with instructions 2 days before your appointment. |
Supported operating systems and browsers
Mac OS X 10.12 and later - latest version of Chrome, Firefox, or Safari
Windows 7 or Windows 10 - latest version of Chrome, Firefox, or the new Edge (released January 2020; you can download Edge here). Internet Explorer is not supported.
iOS 11 and later - latest version of Safari
Android 9 and later - latest version of Chrome
Chrome OS - latest version of Chrome
Note: If you are not using a supported operating system and/or browser, you cannot attend a virtual visit. Please inform your provider of this prior to your scheduled appointment.
Attending the visit
It's time for your appointment. These steps will walk you through joining the virtual visit.
| 1. | Click the link or button in the email to Attend your virtual visit. |
| 2. | The TELUS EMR Virtual Visit window opens in your web browser. |
| a) | If your provider included a PIN for the visit, you will be prompted to enter it. The PIN was sent to you in a separate email. Type the 6-digit PIN and click Submit. |
| b) | You may be prompted to grant access to your camera and microphone. Click Allow. |
Note: If you have blocked your browser's access to the camera and microphone, you will not be able to join the visit. You must have both video and audio access to attend the visit. If you cannot attend the virtual visit, contact our clinic.
| 3. | Ensure your camera and microphone are working—you should see yourself on the screen, and when you speak you should see solid bars appear in the audio panel along the left side. Change the selected camera and microphone, if necessary. |
| 4. | Click Join virtual visit and wait for your provider to join the call. Don’t be concerned if you don’t see your healthcare professional on your screen when you “arrive” for your appointment. Just as in the clinic, you may have to wait a few minutes for the provider. |
| 5. | Once the provider joins, they will appear onscreen. You can message the provider using the Chat option. This is useful if, for example, you can see the provider but cannot hear them. Click Chat and type your message. You can also send a photo; see Patients: Sending a photo to your provider for more information. |
Note: The audio and video quality depends on the internet speed of all the participants involved.
| 6. | If a staff member checks you in before you see the provider, or the provider needs to step away during the visit, they can pause the visit. When this happens, a message that your visit has been placed on hold displays where the video would be. |
| 7. | The provider will end the call when the visit is complete. Close your browser window. |
Attachment (click to download):
Attending a Virtual Visit with Your Provider.pdf