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Preparing for a Video Visit

A video visit is a great way for you and your provider to safely discuss your health face-to-face through your smartphone, tablet or computer.

The length of your video visit will vary depending on the reason for the appointment. During the visit, your provider will have your electronic medical record and medical history available. This improves the safety and quality of your care.

Below you'll find information that will help you prepare for a successful visit.  You can also download this handy video visit guide.

How to Schedule a Video Visit

Before Your Video Visit

First, do you have a MyChart account? If so, great!  Log in to MyChart and complete pre-visit information.  Log in and look for appointment details.  You will log in to MyChart to start your visit, too.

Using the MyChart app (Apple App Store or Google Play) on a smartphone or tablet offers the best experience, but you can also have a MyChart video visit using a computer that has a camera, microphone and good Internet access.

Help your phone receive appointment text messages by texting “MYCHART” to 622622 (message and data rates may apply).

Tell us about you. Complete the pre-visit information. Plan to have this done at least 15 minutes before your appointment (you can do it up to 3 days in advance). Log in to MyChart and look for appointment details.

Don't have a MyChart account? No problem. Your provider can text or email you a link that you can use for the video visit.

Get Yourself Ready

  • Write down your questions and concerns prior to your appointment
  • Prepare a list of your medications
  • Have your blood glucose or blood pressure readings handy (if you track them)
  • Choose a private, quiet place for your video visit

Get Your Device Ready


  • Make sure your battery is charged
  • Check to see if your camera works
  • Turn up the volume on your phone


Unblocking Calls/Text Messages

Your provider may need to call you.  Keep in mind that your smartphone may not recognize the incoming phone number.  Here are some steps for making sure you recognize that we are contacting you for your visit:

Your provider may connect up to 15 minutes before or after the visit time.

At the Time of Your Video Visit

  • Your video visit may begin 15 minutes before or after your appointment time. For example, if your appointment is scheduled for 2 p.m., a provider may join the visit between 1:45 p.m. and 2:15 p.m.
  • Sign in a few minutes early from a private, quiet place
  • Close drapes or blinds
  • Place lighting in front of you (not behind you), so the provider can easily see you
  • Place the camera at eye level and make sure your face is visible

Need Help?

If 15 minutes have passed after your scheduled visit time and your provider has not joined, please call (216) 778-8801 for help.  

Trouble logging in? If you have trouble logging in for your video visit, your provider will call you after about 5 to 10 minutes.  Or your provider may text or email a new video visit link.  If you cannot get the video visit to work, your provider will conduct the visit over the phone.

Were you disconnected? If technical issues interrupt the appointment, your provider will try to reconnect. If you disconnect, retry your visit link. Still not connected? Your provider will call you on the phone. 

Your provider may need to call you during a video visit. We recommend you temporarily disable call blocking/silencing. 

More Information

With your (the patient’s) permission, friends and family can join the visit.* A patient proxy can join too.

Need an interpreter? An interpreter will join your visit. If not present, ask your provider.

*Certain visits (for example, behavioral health, infectious disease, or supportive substance use appointments) may require written patient consent before friends or family can join a video visit.


Watch How to Do a Video Visit