Video Visits

Telemedicine is the use of computers, telephones, mobile devices, video chat, and patient portals to deliver the same high-quality health care expertise to our patients with added convenience and limited COVID-19 exposure. There are different types of telemedicine available at UConn Health.

• Telephone Encounter – Patients call into our call center and request to speak to their provider with questions or concerns regarding their health. Your provider receives a message from you and determines if you require medical advice. The provider initiates a Telephone Encounter by calling you directly and providing medical advice to you.
• Scheduled Telephone Visit – Providers will identify the patients to schedule for a telephone visit in place of an existing office visit or from a prior eVisit, telephone message, or provider-initiated medical advice telephone encounter. The provider will request that his staff book a Scheduled Telephone Visit with you. The provider will call you and will complete a visit with you over the phone.
• Video Visit – Providers will identify the patients to schedule for a video visit in place of an existing office visit or from a prior eVisit, telephone message, provider-initiated Telephone Encounter for medical advice, or Scheduled Telephone Visit.

Video visits allow patients to connect with their doctor in real-time over a video call using MyChart Mobile App on their smartphone or through the MyChart website.

• MyChart messaging – Patients and providers may use MyChart messaging to ask common, non-urgent questions such as advice about common illnesses, visit follow-up clarifications, test result follow-up, medication dosage clarifications, or asking if an appointment is needed.

Physicians will identify when it is appropriate to schedule a video visit with patients.

You must be a current patient with the provider, have an active MyChart account, and the ability to the MyChart mobile app or MyChart website.

The MyChart mobile app is available via the Apple App Store or Google Play for Android.

The MyChart website is https://mychart.uconn.edu.

Be aware of your surroundings as you begin a telephone or video visit with your provider to protect your privacy. Your personal health care information may be heard or seen by people near you if you do not identify a private location for these visits.

We do not recommend driving during a telephone or video visit as it is unsafe. Your provider will end the appointment and reschedule in the event you are driving and unable to park during your video visit.

At this time, video visits are only offered by a limited number of physicians. We will contact you if your provider is performing video visits and feels this type of visit is appropriate for you.

You will have to reconnect to the MyChart mobile app using another device or by plugging in the first device. Both the doctor and patient will need to reconnect to the video appointment/visit.

You may access the MyChart website via desktop computer or laptop with a camera.

The following hardware is required:

• A desktop or laptop PC or Mac
• A sound-enabled laptop with a web camera

OR

• A desktop with a web camera (external or integrated)
• A microphone (usually part of the web camera)
• A high-speed internet connection

Please ensure that you have a camera connected to the desktop computer and test connectivity to ensure that you have the required web plug-in.

Compatible web browsers:

• • Internet Explorer (Video plug-in download required)
  • Google Chrome (Video plug-in and extension download required)
  • Windows Users: Microsoft Edge web browser will not support video visits
  • Mac Users: Safari web browser will not support video visits

Note: Safari on a desktop/laptop will not support a video visit connection if using Mac OS X High Sierra (version 10.13) or a later version. Please connect using Internet Explorer.

You will be able to connect to a video visit 15 minutes before the scheduled appointment time using the green "Begin Video Visit" button.

Video visits are time-sensitive. If you are not able to log in or connect to your visit on time, the provider may no longer be available. Your visit will be marked as a no-show, and a new appointment will need to be scheduled. Please cancel your appointment via MyChart or call your provider's office if you know you are not able to attend.

You can join the visit from the MyChart homepage.

The video visit will still be running in the background (audio only) and will show a band at the top of the screen to signify that a video visit is in progress. Select the band to re-open the video visit.

The doctor will lose video only, and audio will continue until the patient closes or clears the notification and navigates back to MyChart.

In the MyChart app under the appointment icon, select the upcoming video appointment. There is an the option to "Cancel Visit." A prompt will appear requesting you to give a reason for cancellation if cancelling before the appointment time. Add the reason and continue to cancel appointment. A prompt will display to call the office phone number to cancel if you are cancelling after appointment time. You may also call your provider's office directly to cancel your appointment.

Locate Leave Meeting and click on it.

Video visit costs will vary.

Most insurance plans cover these visits. A patient copay, coinsurance, and deductible may still apply. The patient is responsible for checking with their specific insurance plan to determine if the visit is covered.

No, the video is not recorded or saved. The provider will create documentation in your patient chart just as they would for an office visit.

Please call your health provider's office to reschedule your appointment and call our MyChart Support Line at 1-844-MYUCONN (1-844-698-2666), option 1.