How to Start Your Appointment

How to Join Your Appointment from Your Computer

Once Your Appointment Is Scheduled

Follow these steps as soon as your appointment is scheduled:

Login to your MyChart account
Go to Visits > Appointments/Admissions and select Details on your appointment.
Make sure your camera, microphone and speakers are turned on, then click the Test Hardware button.
The first time you join a video visit, you will be asked to download and install the VidyoWeb plugin. Click Download plugin, and then click Run when the popup window appears.
After the install has finished, the system will test your equipment and internet connection. Once you see that it says "Hardware test successful," you know you’ll be ready for your appointment.

You can read more about how to start you virtual appointment from your computer.

10 Minutes Before Your Appointment

Login to your MyChart account at https://healthcare.utah.edu/mychart.
From the homepage, click “View instructions for your appointment...”
Click Begin Video Visit. (15 minutes before your appointment starts, the Test Hardware button automatically change to a Begin Video Visit button).
The system will check your equipment again, and then connect you to your appointment. The provider is automatically notified that you are ready for your appointment.
The main screen will read “Connected, waiting for provider” until your provider joins the video visit. The provider will begin the visit with you as close as possible to your scheduled appointment time.

Am I Eligible?

Virtual prenatal visits are best for women with low-risk pregnancies. This means that not all women are healthy enough for virtual prenatal care.

If you're interested in virtual visits, please speak with your provider to see if virtual prenatal care is best for you.

How to Join Your Appointment from Your Mobile Device

To join your appointment from your mobile device, you will need a connection to the internet or a 3G/4G cellular network. If you choose to use your cellular service for your virtual appointment, data rates apply. We will not cover charges from your cellular carrier.

Once Your Appointment Is Scheduled

As soon as your appointment is scheduled you will need to install the app:

Download the MyChart app from the App Store (Apple) or the Google Play Store (Android).
Open the MyChart app and accept the license agreement.
Search for and select University of Utah Health as your health care provider.

Please Note: If you have a MyChart activation code, but have not yet created your MyChart ID and password, you must activate your account at https://healthcare.utah.edu/mychart.

Test Your Device

Open the MyChart app and login to your MyChart account.
Once you’re logged in, tap Appointments.
Select your MyChart Video Visit appointment.
Tap the Test Video button.
The system will test your equipment and Internet connection. Once you see the “…all set” message, you know you’ll be ready for your visit.

10 Minutes Before Your Appointment

Open the MyChart mobile app and login to your MyChart account.
Once you’re logged in, tap Appointments.
Select your MyChart Video Visit appointment.
Tap Begin Visit.

Please note: When you first use your MyChart account for a video visit, the device you are using may ask if you want to allow the MyChart app to use your camera and the microphone. You must click Yes or Allow for the service to work

Your provider is automatically notified that you are ready for your appointment.

The main screen will read “Waiting for provider” until your provider joins the video visit. Your provider will begin the visit with you as close as possible to your scheduled appointment time.

What If My Doctor Is Running Late?

If your doctor is running late and they are currently in the room with another patient, you will stay in the virtual waiting room until they are ready. You can still use the chat window to send messages to your provider. They may also use the chat to update you about your wait time.

Recommendations for Your Virtual Appointment

Lighting

Room lighting can make a big difference in video quality. Make sure you are facing the light source and that you reduce backlight. Natural light works best but if the room layout doesn’t allow this, adjust a light so that it provides good lighting to your front and use blinds to limit light from behind.

Use Headphones

Although using headphones isn’t required, we’ve found that when participants use headphones it’s easier to hear and the other person won’t hear an echo sound.

Limit Your Internet Bandwidth Usage

If you are downloading large files, music, or videos during the call, it will affect the quality of the audio and video. Try to limit concurrent how much other people in your house are using the internet during your appointment.

Use a Newer Computer & Close Any Programs You Don’t Need

Although a five-year-old laptop meets the minimum requirements for your Doxy.me call, you (or your doctor) may experience poor audio/video quality. If you have a newer and faster computer, we recommend using it.

Also, if you have a lot of programs running in the background of your computer, it may slow down your computer enough to affect the quality of your call.

Troubleshooting Problems During Your Virtual Appointment

The Audio or Video is Choppy

Sometimes the audio and video will be choppy for the first minute or two while the connection is being established. This is normal. Usually after a minute or two the video connection will clear up.
Also make sure you and your participant don’t have concurrent internet connections taking up large amounts of bandwidth (like downloading large files, music, movies, several web pages open at the same time, etc).
If you are on a slow internet connection, the video quality is limited by how fast your internet service is able to upload and download the video feed.
If you have an older computer or if you have several programs open and running, sometimes the computer will have a hard time keeping up with the video. It may help if you close unused desktop applications to free up computer power for the video call.
Sometimes wireless networks can get busy with internet traffic if you have a lot of people using the same router. We’ve found that connecting directly to your network with an ethernet cable can improve connections.

I Can’t See Myself in the Video

Make sure you're using the most updated version of Google Chrome.
Make sure your computer has a camera, microphone, and speakers.
Make sure you have allowed the browser to access your camera and microphone.
Make sure your speakers are turned on and unmuted.
Make sure your camera is turned on and that nothing is covering your camera view.
Some networks have firewalls which block the audio/video feed on the UDP. You will need to contact your network administrator to add an exemption to allow the feed through the firewall.
Go to http://www.tokbox.com/user-diagnostic/ and make sure you don’t have any issues.

I Can’t Connect or My Computer Says I’m Waiting to Connect

Your provider may just be running late. You can wait in the waiting room until they connect.
You can try refreshing the page.
Make sure you're using the most updated version of Google Chrome.
Make sure you have allowed the browser to access your computer’s camera and microphone.
Make sure you are using the same meeting room as your provider. The room name is case sensitive. For example, Utah.doxy.me/drclark is not the same as Utah.doxy.me/DrClark.
Go to http://www.tokbox.com/user-diagnostic/ and make sure you don’t have any issues.

Sound Problems

I Can See My Provider, But I Can’t Hear Her

Make sure you have speakers.
Make sure your speakers are turned on and unmuted.

My Provider Can See Me But Can’t Hear Me

Make sure you have a microphone.
Make sure your microphone is turned on and unmuted.

Video Problems

Make sure your computer has a camera built in or plugged into your computer.
Make sure your camera is turned on and nothing is blocking its view.
If you plug a camera in, you may need to hit the refresh button on your browser.