Join a video call (for patients)
Updated
If your appointment is a Telemedicine one, the consultation is a video call in your browser. There's nothing to install.
Before the consultation
- You need your patient portal account. If you haven't created it yet, use the clinic's invitation email or ask them to send it.
- Use a computer or phone with a camera and microphone, and an up-to-date browser (Chrome, Edge, Safari or Firefox).
- Find a quiet place with a good connection.
Step by step
- When the professional ends the consultation, you see Call Ended and can go back to your appointments.
You're in the consultation. At the bottom are the controls for the microphone, the camera and Settings (camera, microphone and speakers).
When Call Ready appears, select Join Call and allow the camera and microphone if the browser asks.
If the professional hasn't started yet, you wait in the Waiting Room. Keep the page open: it changes by itself when the call is ready.
Sign in and, in Appointments, select Join Video Call on your appointment. You can also use the link in the email, notification or WhatsApp the clinic sends when the professional opens the room.
Send files
If the professional allows it, select Attach files to send test results or photos. They're saved in your clinical record (see Patient files during a video call).
Troubleshooting
| Problem | What to do |
|---|---|
| I'm still in the waiting room | The professional hasn't started yet. Keep the page open; it checks every few seconds. |
| "Connection Error", or I can't see myself | Allow the camera and microphone (the padlock next to the address) and select Try Again. Close other apps using the camera. |
| I can't hear the professional | In Settings, choose other speakers and check the volume. |
| I can't sign in | See Sign in. If you never created your account, ask the clinic to send you the invitation. |
| Join Video Call is missing | The appointment isn't a telemedicine one, or it's over. Contact the clinic. |