Video Visits

Meeting with a provider by video visit is a convenient way to receive care without coming to the clinic in person.

‍

You can use a web browser on your desktop computer or a mobile application to start a video visit. Mobile devices are preferred because most already have the appropriate camera and microphone setup for video visits.

‍

Watch the video below for more information on this topic. Subtitles are available in Spanish. Review the screenshots below the video player for instructions on how to turn on Spanish subtitles.

‍

‍

Prepare for your video visit

To make sure that you will have a good connection, do the things below before your video visit:

If you will join the video visit on your mobile device, make sure the camera app is up to date.

If you will join the video visit on your desktop computer:

• Make sure you have a webcam set up. This can be a webcam that's part of a laptop or a separate USB webcam.
• Make sure you've installed any required browser plug-ins, software, or apps with the most recent updates.
• After you've done these things, you can test that everything is working in MySanYsidroHealth. You should complete this test at least 30 minutes prior to your video visit start time.

Schedule a future video visit

1. Go to Find Care > Schedule an Appointment.
2. Select video visit as your reason for visit.
3. Choose which provider and time slot you want and then select Schedule.
4. At least fifteen minutes prior to your video visit appointment, log in to MySanYsidroHealth and go to the visits list (My Record > Visits).
5. Select eCheck-In to complete the necessary steps prior to beginning your visit.
6. After you've completed eCheck-In, select Begin Visit to ensure you're able to connect.
7. If the connection was successful, you'll be placed in a virtual waiting room. Your provider will be with you shortly!

‍

Invite someone to join your video visit

You can invite your family member, caregiver, or another guest to your scheduled video visit. Follow the steps below to do this.

1. Go to the appointment details page for your video visit.
2. Click View and invite participants.
3. Click Invite a new guest.
4. Select one of your existing contacts or Invite a new guest.
5. Enter the following information for the guest: First name, last name, relationship to you, and phone number/email address.
6. Click Send text message or Send Email invitation.

‍

Common Video Visit Issues (and Solutions)

Webcam and microphone aren't found, or the microphone isn't recording audio

Before beginning a video visit on the MySanYsidroHealth website, patients should use the Test Hardware feature from the browser they plan to use for the video visit. If an external webcam or microphone is being used or there are multiple webcams or microphones available but a device isn't found, make sure the correct device is selected in the video client's settings. 

Some common workarounds include:

1. You may be asked by the browser or video client if you want to allow access to the microphone and camera.  Ensure you click “Allow” when prompted, or updating the settings to allow camera and microphone access. You can always change this setting later by clicking the camera icon in the browser.
2. Try refreshing your browser or restarting your application.
3. If that doesn't work, close any applications that are could be using the microphone or camera such as a concurrent phone call, WebEx, or social media.  You  won’t be able to use audio/video if another application is actively using the device’s microphone/camera.

Please note: If you previously used your webcam or microphone in Google Chrome and you’re using a different browser for the video visit, either close Google Chrome or switch to it to conduct the video visit. You could also try the video visit from the MyChart mobile app because most mobile devices have built in video capabilities.

‍

Video feed is delayed or choppy

Make sure that there aren't too many applications currently running on your computer. The video visit component requires a certain amount of power and closing other applications will make the video work better.

‍

Browser or video window ends or exits unexpectedly

If this issue occurs while testing hardware or during the video visit, you should use a different web browser or try downloading/installing the latest updates to your web browser.

‍

Video feed freezes

If your video feed freezes while testing the hardware or during the video visit, it's most likely because the webcam driver installed on the your operating system isn't compatible with the device you’re using. To resolve this problem, visit the device manufacturer's website and download the correct webcam driver. As a quick solution, close the video window and click Begin Video Visit from the Visits list to reopen it.

‍

“Browser not supported” error 

You cannot use Internet Explorer for MySanYsidroHealth video visits. If you have access to another browser, attempt to launch the video visit again from the other browser. If you only have access to Internet Explorer, download another browser (Chrome, Firefox, etc). 

Using multiple screens and having trouble finding video 

Look for open browsers in your application bar and open one. The tab should have a speaker on it if you are connected to the visit already. 

Clicked the “Join Visit” button on mobile, but it doesn’t launch this visit 

If your browser is configured to block popups, it may prevent the patient from launching the video visit. Turn off the popup blocker temporarily in their browser settings. 

‍

How to Allow MyChart Pop-Ups

If you cannot open the link for your video visit, you may need to allow MyChart pop-ups.

‍

Chrome Browser:

1. Click the Chrome menu button. This is on the upper-right of the browser and is indicated by 3 dots.
2. Select Settings.
3. On the left side of the page click Privacy and Security, click Site Settings on the right.
4. Click Popups and redirects. Click Add button to the right of Allow (not Block!).
5. Type telehealth.epic.com and then click Add

‍

Safari Browser on MAC:

1. Click the Safari drop down menu
2. Select Preferences from the drop-down. Then click Websites
3. Click Pop-up Windows located on the left side, Ensure the Block Pop-up window option is NOT checked. This ALLOWS pop-ups
4. Click the drop-down to allow telehealth.epic.com
5. Close and reopen Safari for changes to take affect

‍

Firefox Browser:

1. Click the Open menu button (three bars) in the upper-right corner. Then click Options
2. Select Privacy & Security
3. Scroll down to Permissions
4. If Block Pop-up windows is not checked, you’re done. If it is checked, click Exceptions… to the right of it and type telehealth.epic.com and then click Allow and Save Changes
5. Close and relaunch the Firefox browser for changes to take affect

‍

Microsoft Edge Browser (Use this browser instead of Internet Explorer):

1. Click the Windows Start button at the bottom-left corner and then click on the setting gear icon.
2. In the search box at the top of the Windows Setting window, type “pop” and press Enter
3. Click on Block or allow pop-ups
4. If Turn on Pop-up Blocker is not checked, you’re done. If it is checked, click Settings to the right of it and type telehealth.epic.com and then click Add and Close and OK
5. Close and relaunch Edge for changes to take affect

‍

iPhone or iPad iOS:

1. Open the Settings app in iOS and go to Safari browser
2. Under General on right side, toggle the switch Block Pop-ups to the OFF position

Android phone or tablet:

1. Open the Chrome app. To the right of the address bar, tap the 3 dots and the click Settings.
2. Tap Site settings. Click Pop-ups and redirects. Make sure they are Allowed.

‍

‍

‍

‍