Important information:

  • We're experiencing longer wait times in our clinics and hospitals. To get the care you need faster, we recommend Virtuwell, our 24/7 online clinic. Virtuwell treats over 60 conditions, including skin conditions, pink eye and other common infections.
  • We’ve changed how we deliver video visits. Instead of using Google Duo, video visits are now accessed through your online account. Begin your video visit through Appointment details in your online account. Patients unable to join via online account and patients age 13-17 will receive a text with a link to join the video visit at the time of appointment. Text messages are sent to the mobile number listed on the patient’s chart.
Video doctor visits are available now

With video visits, you can talk with your doctor and receive the same personalized care, expert answers and a care plan tailored to you. Video visits are billed the same as in-person visits.

In addition to online doctor visits, we still offer several options for helping you get the care you need. This includes phone visits, in-person visits and our 24/7 online clinic, virtuwell.com.

Have you already scheduled a video visit? Follow these steps to prepare for your visit.

See how easy it is to talk to your doctor face-to-face from the comfort of your home. 

What type of appointments can be done via a video visit?

The majority of the care that you’re used to receiving in a clinic can be done via video visits. Here are some examples of the types of video visits you can schedule:

  • Primary care – Common illnesses and injuries, chronic disease management, mental health concerns, rashes, sleep concerns, nutrition and weight management and many more.
  • Urgent care – Coughs, sneezes, runny noses, sore throats, sinus problems, allergies, eye complaints, skin issues, back pain, vomiting, diarrhea, constipation and much more.
  • Pediatrics – Common illnesses and injuries, developmental and behavioral concerns, asthma, skin and rashes, headaches and many more.
  • OB-GYN – Prenatal and postpartum care, gynecologic care including birth control, painful periods and menopause.
  • Specialty care – Video visits are available with many specialties including allergies, cardiology, urology, dermatology, neurosciences, oncology and more. We also offer video visits for follow-up care and ongoing management of chronic conditions.
Care wherever you are

Video visits enable our doctors and clinicians to offer the same quality of care virtually as we provide in-person. Using a computer or mobile device with a camera, you’ll access your video visit through your online account or via text at the time of your appointment.

A video visit includes everything you’d expect in an office visit without the hands-on part. We’ll talk with you about your concerns, answer your questions and recommend a treatment plan. Video visits are billed the same as in-person visits.

If you have a doctor or clinician that you see regularly, you’ll be able to make a video appointment with them just like you would an in-person visit.

How video visits work 1. Schedule your visit

Scheduling a video visit is easy. You can schedule an appointment online or call your clinic and ask for a video visit.

If you have a doctor or clinician you see regularly, you can request a video appointment with them. Otherwise, you can choose a doctor or clinician that’s available at a time that works for you. We’ll ask for consent (PDF) to use your information to coordinate your care, treatment and more.

2. Prepare for your visit

In the days leading up to your appointment, you’ll receive a notification to check in online, to complete forms, pay any co-pay and enter any missing information.

A member of your clinic’s support team may also call you to review your information. Depending on the reason for your video visit, you may be asked to check your weight or blood pressure.

Video visits work the best when you start them through your online account. Don’t have an online account? Consider creating an account ahead of your visit in just a few simple steps. An online account also gives you access to other important information about your appointments, test results and treatment plans, in addition to scheduling visits online.

3. Setup your computer or mobile device

At any time before your appointment, complete a Technology Check from the computer or mobile device you plan to use for your video visit. The Technology Check walks you through a few simple steps to confirm your device’s web browser, microphone and video camera are ready to go.

Tips for a successful video visit:

  • Use a wired or wireless (Wi-Fi) connection during your appointment. Cellular networks are unstable and may cause problems with video or audio during the visit.
  • Use a current version of one of the following web browsers:
    Microsoft computers: Google Chrome or Microsoft Edge
    Apple (iPhone, iPad, Mac): Safari
    Android: Chrome
  • Use headphones with a microphone when possible.
4. See and speak to your doctor or clinician online

When it’s time for your video visit, dress comfortably and appropriately for the reason you’re being seen. To make the most of your visit, sign in a few minutes ahead of your appointment, confirm your computer or mobile device is connected and ready, take a deep breath and get settled in.

To start your visit:

  1. Sign in to your online account through your desktop or mobile browser
  2. Click Appointments in the navigation/menu bar. On mobile devices, you’ll find Appointments under the Care Menu.
  3. Click See upcoming and past appointments
  4. Locate your scheduled appointment and complete the check-in process before your appointment (Note: If you're already checked in for your visit, the Check-in button will not appear.)
  5. Click Details
  6. Click on Begin video visit
  7. Position your camera at eye level so the clinician can see you during the visit

Unable to join through an online account? If you don’t have an online account or you’re unable to access it for any reason, your doctor will send you a text message at the time of your scheduled appointment. This is common for patients who are 13-17 years old—either the patient or parent will receive a text message with an encrypted link to access the video visit. Text messages are sent to the mobile number listed in the patient’s chart.

Frequently asked questions (FAQs)

Video visits can be accessed on your computer or mobile device using any of these supported browsers:

 

DEVICE BROWSER
Android mobile Chrome
iPhone and iPad Safari
Microsoft desktop or laptop Chrome or Microsoft Edge
Mac desktop or laptop Safari

An online account is not necessary to join your video visit – your doctor or clinician will send you a link to join just prior to your appointment. However, your doctor may ask you to provide additional information prior to your visit, which will require an online account. It’s easy to create one.

Complete a Tech Check before your visit. If starting your visit through your online account, you will automatically be asked to complete this step prior to entering the virtual waiting room. If you’re sent a link, scroll down after you enter your name and indicate you’re a patient. There will be a link to check your device. Make sure you allow access to your camera, microphone and speaker when prompted.

No app is needed to join a video visit. You may be prompted to download the AW Touchpoint mobile app if the browser you are trying to use isn’t supported for the video visit. You can either copy and paste the video visit link into one of the supported browsers or download the AW Touchpoint app.

While it is possible to join your video visit from a cellular connection, we recommend using Wi-Fi or a wired connection during your appointment. Cellular networks are unstable and may cause problems during the visit like choppy video or audio.

Video visits use secure, HIPAA compliant technology. We never record any part of the visit. Your information and personal health concerns remain completely confidential and protected.

Patients who are between the ages of 13 and 17, or their parents, will receive an appointment link via text message to the phone number provided during the appointment scheduling process. At the time of the appointment, simply click on the text link to join the video visit.

To make the most of your video visit, we suggest joining from a quiet, well-lit location. Prop your phone or laptop at eye level so you can talk to your doctor without having to hold your device. Plug your device into a power source. Most importantly, feel free to share your health concerns and ask any questions you may have.

If a video visit isn’t an option for you, phone visits are available. To schedule a phone visit, call your clinic like you would if you were setting up a routine appointment.

Video visits are covered by many insurance plans and billed the same as in-person visits. To be sure what your insurance covers, call the number on the back of your membership card.

Don’t have your card in front of you? Here are member services numbers to help you get started:

If you encounter technical issues or need assistance connecting to your video visit, please give us a call at 952-853-8888.