Remote communication options continue to expand for Carilion patients through virtual video visits.

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Video Visit
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  • When are video visits appropriate?
    Video visits are a safe option for evaluating many health conditions. They offer the comfort and convenience of speaking face-to-face with your provider without coming into a medical office. To complete a video visit, you must have access to appropriate technology including a smartphone or Windows or Mac desktop/laptop equipped with a webcam, microphone and speakers. You’ll also need high-speed internet access, 4G, or WiFi for your mobile device or personal computer. Select the following browsers if connecting from your computer: Safari for Mac or Google Chrome for Windows PC.
  • How do I connect?
    Connect with your visit through MyChart. After you call to schedule your video visit, your care team will suggest one of the following:
    • If equipped for a MyChart visit, your care team will help guide you through simple steps for a safe video visit with your provider. If you do not have a MyChart account, you’ll receive an email link when it’s time to connect to your visit.  
    • For technical support, call 1-866-865-3464.
  • Which operating systems are required?
    • For access via web, ensure that your computer meets these software requirements:
      • Windows: 7, 8 and 10
      • Mac: OS X 10.6 “Snow Leopard” or later (Intel CPUs only)
      • Linux OS (including Chromebook devices)
    • For access via device, the following versions are required for video visit connection:
      • iOS (iOS 11.4 or later is required)
        • iPhone 5 and newer
        • iPad 4th Gen and newer
        • iPad mini 2 and newer
        • iPod Touch 6th Gen and newer
      • Android API 19 (KitKat v4.4.0 or above)
        • Note: Only applicable for consumer app
        • Android Phone
        • Android Tablet
    • ​​​​​​​Not supported: HTC myTouch, all Prestige devices and the Pantech P9070
    • For technical support, call 1-866-865-3464.
  • How will I be billed?
    If you are unsure if your visit will be covered, contact your insurance carrier prior to your appointment time. Currently, Medicare, Medicaid, and private insurers are all responding to the national emergency, with rapidly changing requirements for billing. While we anticipate that these visits will be covered by the insurers in the same manner as in person visits, this is not yet a certainty. It is also possible that you may be responsible for copays or coinsurance.
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Frequently Asked Questions
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Frequently Asked Questions
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  • Choose a Space to Have Your Visit
    • Choose a quiet area where you can discuss personal details with your provider in private.
    • Sit in front of a simple background so your provider can clearly see you. A plain wall or door is recommended.
    • Try to ensure that you’ll have good background lighting and that you can control any external noise sources so your provider can clearly see and hear you during your visit.
  • Prepare for Your Visit
    • Set your laptop or device up at or above face level to make sure you provider can clearly see you.
    • Sit two to three feet away from the camera for best visibility.
    • Keep a set of headphones or a headset handy in case there is unexpected feedback from your microphone or speaker; using these will help reduce some of that background noise.
    • Make sure all applications are closed on your device or laptop so there is no interference with your camera settings.
    • To connect, you will need high-speed internet access, 4G, or WiFi for your mobile device or personal computer. Though mobile device is preferred for ease of use, select the following browsers if connecting from your computer: Safari for Mac or Google Chrome for Windows PC.
    • Keep a list of your current medications handy. This allows your provider to confirm or update your records, if needed.
  • Focus Your Attention
    • Remember to look directly at your camera instead of the screen to make direct eye contact with your provider.
    • Remember that a visit should never be launched while you are driving or operating any kind of vehicle. Your provider will not be able to continue with your visit in this case.
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Prepare for Your Video Visit
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Prepare for Your Video Visit
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If you think you have been exposed to COVID-19 and develop a fever and symptoms, such as a dry cough or difficulty breathing, please remain at home and call your primary care office or VelocityCare urgent care for instructions.

If you are experiencing a medical emergency, please call 911.

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COVID-19
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COVID-19