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Tips for Your Upcoming Video Visit

Thank you for choosing a video visit at Atrius Health. We hope you enjoy the convenience of receiving your care while at home, in the office, or on the go!

  1. Jump to our Frequently Asked Questions
  2. Jump to our Troubleshooting Tips
  3. Watch our video: How to Download the MyChart App
  4. Watch our video: How to start your Video Visit from the MyChart App [Log in to access this link]
  5. MyHealth Video Visit Guide (PDF) [Log in to access this link]

To make sure your video visit goes smoothly, check out the tips below. They explain:

  • What you need for your video visit
  • How to test your device before your visit
  • How to begin your video visit

What you need for your video visit

To do a video visit, you need:

  • A smartphone or tablet. You must have the MyChart app installed. Download the MyChart app.
  • A working Internet connection. If you prefer, you can use cellular data instead of Internet to do your visit. If you do this, your cellular provider may charge you. Paying these charges is your responsibility.

Preparing for your Video Visit

  • Lighting - You may want to avoid sitting near a window or by a lamp during your visit to avoid the brightness from interfering with your camera.
  • Check for questionnaires - There may be questionnaires associated with your visit that you should fill out prior to starting your video visit. If there are, you will find them below the Confirm Appointment section when viewing your appointment.

How to begin your video visit

On a phone or tablet

  1. From the MyChart app homepage, select Appointments
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  2. Choose your video visit from the list of appointments. The camera icon will turn green when you are able to begin your video visit.
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  3. Click the Begin Visit button. This will only be available if you are within 10 minutes of your appointment time.
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Frequently Asked Questions – Video Visits


What are video visits?

Video visits are a new way to see an Atrius Health provider for some types of care. You will be able to get care wherever is convenient for you, without having to come to the provider's office.

What technology and equipment do I need for a video visit?

To do a video visit, you need:

  • A MyHealth account. You must use the MyChart app to do a video visit. If you're a parent and your child is doing a video visit, you will need proxy access to their MyHealth account or they must have a MyHealth account and be able to log in.
  • A smartphone or tablet with the MyChart app installed.
  • A working Internet connection. If you prefer, you can use cellular data instead of Internet to do your visit. If you do this, your cellular provider may charge you. Paying these charges is your responsibility.

How do I join a video visit?

You need to join the visit through the MyChart app on a smartphone or tablet. This free app is a mobile version of MyHealth Online. Download the MyChart app here.

Once signed into the MyChart app, go to Appointments > Upcoming Appointments and click on your visit. For more information on how to join a video visit, check our Tips section.

How do I prepare for a video visit?

Your provider may also want you to fill out an online questionnaire before your visit. By getting your questionnaire ahead of time, your provider can spend less time during the visit collecting information and more time counseling you.

To see if you have a questionnaire to fill out, log into your MyHealth account and go to Medical Record > Questionnaires.

What happens if the video stops working during my visit?

At the beginning of the video visit, you will be asked to provide a phone number where you can be reached if the video or audio stops working. If this happens, the provider will call you at that number. Depending on the situation, the provider may ask you to schedule an office visit.

What do I do if I have other technical problems before or during my video visit?

If you have other technical problems, please review our troubleshooting tips.

You can also contact the MyHealth Support team at MyHealthOnline@AtriusHealth.org or 617-559-8057 (9am-5pm Monday-Friday).

What about co-payments? Will patients continue to pay co-payments for virtual visits during the pandemic?

No copays will be assessed for services and testing related COVID-19 care. For all other care provided via a telephone or video visit, a copay may be assessed as determined by the individual payers. We are billing these similar to an in person visit and each insurance company is handling these differently. It should not be any more than if you saw us in person. If you receive a statement and have questions about your cost please follow-up with your insurance company.

Will my video visit be private?

Yes. Protecting the privacy and security of your medical information is important to us. The video technology used for your video visit is HIPAA compliant, and all video transmissions are encrypted.

Your provider will conduct the video visit from a private room. You may also want to find a private space where you can do the visit.

Is the video of my visit stored after the session is over?

No. The video and audio of your visit are not stored or accessible in any way after the visit is completed.


Troubleshooting Patient Video Visit Issues

We know that technical issues can be frustrating – thank you for your patience. To troubleshoot your video visit issue, please use the guidance below.

I was disconnected from the MyChart app after I clicked the “Begin Visit” button

Please restart your device. If restarting your device does not correct the issue, your Wi-Fi connection may be set up to disable streaming. Try turning off your Wi-Fi and using your data connection. Note that standard data charges will apply.

The “Begin Visit” button is not displaying, or it is not working

The “Begin Visit” button will be enabled 10 minutes prior to your scheduled appointment time. When it is enabled, it is green. If you are trying to start the visit more than 10 minutes prior to your scheduled appointment time, please return to the MyChart app home screen and re-select the appointment no sooner than 10 minutes before your scheduled appointment time.

If you do not see the “Begin Visit” button or it is not displaying in green 10 minutes (or less) before your scheduled appointment time, please return to the MyChart app home screen and re-select the appointment. If the issue persists, you may also try logging off the MyChart app and logging back on, or restarting your device.

I've been disconnected from video and can't reconnect

First, troubleshoot your technology.

  1. Restart your device
  2. Test your Wi-Fi or cellular connection.
    Try going to a website. If the website loads, then your Wi-Fi or cellular connection works.
  3. Test your camera.
    Tap your camera app and try taking a video of yourself. If you can, then your camera works.
  4. Check if your MyChart app is up to date.
    Go to the app store on your device and find MyChart. If you see an "Update" button next to it, tap it. If not, your MyChart app is up to date.
  5. Check if your device is updated to the latest operating system.
    Go to your device settings. If device isn't up to date, update it. This may take a while if you haven't updated your operating system for a long time.

If you can't reconnect after troubleshooting, wait for a phone call from your provider. If you don't hear from your provider within 10 minutes, call the practice and ask for them. The phone number for the practice is listed on your appointment information in MyHealth.

My provider has been disconnected and hasn't returned

If you still see the virtual room but the provider has been disconnected in the middle of your video visit, please wait for them to return. If the provider can't return, they will call you within a few minutes.
If you don't hear from your provider within 10 minutes, call the practice and ask for them. The phone number for the practice is listed on your appointment information in MyHealth.

I see a "Plugin not supported" error

You might see this error if you try to launch your video visit using a browser on a mobile device, which might not be supported. Check your appointment details for specific instructions.

You should use the MyChart app on a smartphone or tablet to join most video visits. Download the MyChart app.

I see a “video visit is full” error

You will see this error if you have connected and disconnected from your video visit. The system is not recognizing that you are no longer in the video. If you see this error message the visit will not be able to be completed by. Please call your provider to discuss next steps.

I'm connected to Wi-Fi but I can't join the visit

Your Wi-Fi connection may be set up to disable streaming. Trying turning off your Wi-Fi and only using your data connection. Note that standard data charges may apply.