Preparing for your Telehealth appointment

I have scheduled a Telehealth appointment. Now what?

Once you have a Telehealth visit scheduled, you will need to take a few steps to make sure you are have the right technology for the appointment.

While you can attend the Telehealth visit on your computer, we highly recommend that you use a mobile device (iPad, iPhone or Android Phone). If you plan to conduct the appointment on your iPad, iPhone or Android, you will need to download the MyChart app from the Apple App store or the Google Play store (MyChart Mobile App Instructions)

While our preferred method for a secure and seamless Telehealth visit is through MyChart, you can still have a Telehealth video or phone visit without an active MyChart account. We will email or text you a secure link to click to connect you with your provider. To prepare for the appointment, visit www.zoom.us/test from the device you will be using (desktop computer, smartphone or iPad). If you’re using a mobile device, you will be prompted to download the Zoom app. If you are using your desktop computer, make sure you have speakers and a microphone on your computer or plan to join the zoom audio via phone call.

Conducting a Zoom Test to Prepare for Your Telehealth Appointment
If you have an upcoming Telehealth visit, we advise that you check ahead of time to make sure your computer or device is ready by visiting www.zoom.us/test. We recommend doing this at least 30 minutes prior to your scheduled visit time to help ensure your visit goes smoothly. This will ensure you are ready with both the video and audio functions for your Telehealth visit.

Telehealth Alternatives to Zoom
In some cases, our healthcare providers will conduct Telehealth visits using FaceTime, Doximity, telephone only, or a different alternative to Zoom, if needed. Your provider’s office will provide all necessary details.

Zoom Troubleshooting Tips and Tricks
If you are experiencing issues with Zoom after doing the Telehealth instructions below, please scroll down the page, or click here, to find some common troubleshooting tips and tricks that will help to ensure a seamless experience.

Zoom Troubleshooting Tips and Tricks

In most cases, your Sansum Clinic provider will utilize Zoom to conduct your Telehealth visit, either via MyChart or by sending you a unique, secure Zoom Meeting Link. Below you’ll find some common troubleshooting tips & tricks that will help to ensure a seamless experience. Click the issue below to be directed to more info about each.

• Webcam or audio not working
• Echoes during a call
• Problems with Zoom lagging/delays or freezing
• Trouble Downloading the Zoom App on your Device
• Problems with Zoom crashing

If you still have questions after reviewing this information, please contact our MyChart (805) 898-3333

Webcam or audio not working

• If you are using a computer for your telehealth visit, and your webcam is not showing up or is not working, please follow these steps.
• Zoom will prompt you with an option to Join with Video before entering your visit. Be sure to click the Join with Video button, or else you will enter the call without video on. Note, it is possible to initiate video even if you don’t enter the call with video but starting off with a video connection will make joining with video even easier.
• If you are in a visit and your video is not on, click the Start Video icon in the lower left-hand side of the screen. If no video initiates, select a web cam by clicking the arrow icon next to the Start Video icon and select the webcam that you would like to use. (The options you see are all of the webcams available on your computer, and if your computer has a built-in webcam, you can select Same as system). If your webcam isn’t showing up as an option, make sure all other programs that use the webcam are closed. Note, it is best to close all other programs to ensure no conflicts with your webcam and also a fast, stable internet connection.
• If your webcam or audio still isn’t working, you can test your audio and video in Zoom by visiting https://zoom.us/test. Once you have navigated to that page, click Join and follow the instructions on the screen.
• If your audio or webcam are still not working, your browser permissions may be blocking use of your video and audio. If you are prompted about allowing access to the camera and microphone, be sure you click/press Allow.
• On Windows, you can check to see if your webcam is blocked by searching for Webcam in the Start Menu and selecting Choose which apps can use camera from the menu. Scroll down and you’ll see the list of applications that are allowed to use your webcam. Make sure the box for your web browser or Zoom is ticked. In the same way, you also can search for Microphone and choose Microphone privacy settings to do the same.
• On MacOS, you’ll need to click Security and Privacy in the System Settings, click the lock, and enter your password to make changes. You can then click Camera from the sidebar, and make sure your web browser and Zoom are checked. You’ll also want to make sure the box for the microphone is checked, too.

If you still have questions after reviewing this information, please contact our MyChart (805) 898-3333

Echoes during a call

• If you hear echoing or audio feedback during your visit, the most common cause is having both computer and telephone audioactive at the same time. You’ll want to leave one of these audio connections. If you’re not sure that your computer or device microphone works well, we suggest using the telephone audio. To disconnect your computer audio, click the up arrow next to the microphone icon and click Leave Computer Audio.

If you still have questions after reviewing this information, please contact our MyChart (805) 898-3333

Problems with Zoom lagging/delays or freezing

• If Zoom is freezing or lagging, there is likely a problem with your internet connection. If you are on a mobile device, try to move to an area with a more stable connection to see if this helps. Please ensure you are connected to a Wifi network rather than using cell data.
• If you are using a computer, please close all other applications, especially anything that requires audio/video streaming and if possible, situate yourself as close as possible to your internet modem/router.
• You can also try adjusting your Zoom video settings to improve the quality of your video. Try disabling HD options or the “Touch Up My Appearance” setting to decrease the amount of bandwidth your video connection requires. This may help with lagging/freezing.

If you still have questions after reviewing this information, please contact our MyChart (805) 898-3333

Trouble Downloading the Zoom App on your Device

• If you are using a mobile device or tablet, you will need to download the “Zoom Cloud Meetings” App at least one day prior to your telehealth visit. The easiest way to find this application, is to search for “Zoom.us” within the Apple iTunes Store or Google Play Store. If you’re using an iPhone or iPad, you will be prompted for your iTunes password and if using an Android device, you’ll be asked for your Google Play password.
• The application is a free download.
• Once it is downloaded, click open.
• View this video for a tutorial on downloading the Zoom App: https://www.youtube.com/watch?v=utb7oHiS86c.

If you still have questions after reviewing this information, please contact our MyChart (805) 898-3333

Problems with Zoom crashing

• If you are using the Zoom App for a visit and it keeps crashing, try using the web version of Zoom instead of the app: As long as your internet connection is sufficient, the web version tends to be a bit more reliable if the app is experiencing problems.
• Finally, take a look at your peripheral settings. Sometimes Zoom can get very confused about audio versus video settings. If it’s trying to use your webcam connection as an audio output, for example, it will often start crashing as a result. Take a look at your audio and video settings to be sure that you have a webcam (or Same as System) selected for video and a microphone (or Same as System) for audio. Note, if your webcam has a built-in microphone, you’ll want both your audio and video to be using the webcam.

If you still have questions after reviewing this information, please contact our MyChart (805) 898-3333

Some things to consider before your Telehealth visit:

• Visits are conducted during business hours Monday – Friday, with some Urgent Care services also available as video visits on Saturday and Sunday.
• You will want to be in a quiet place.
• Test your device before your appointment.
• Tutorial Video: How to Request a Telehealth Appointment
• Tutorial Video: How to Do a Telehealth Appointment
• Tutorial Video: How to Download Zoom for MyChart Users
• Tutorial Video: How to Download Zoom for Non MyChart Users
• For computers, turn off pop-up blockers
• For mobile devices, download the MyChart App. Be sure to have your Apple or Google Play passwords handy, but don’t worry, the App is free.
• You may connect up to 20 minutes prior to your appointment time. You will be unable to connect 20 minutes after your scheduled time and your appointment will be cancelled.
• If you need help prior to the visit, you can call your providers office for assistance, or you can call the MyChart Support Desk at (805) 898-3333.

Next →

How to use Telehealth