This article answers the following questions: 

• What does a patient need to connect to a video visit?
• How does a patient connect using a mobile device?
• How does a patient connect using a laptop or desktop computer?

How to Connect to a Video Visit

You can connect with your provider on any device that has a camera, microphone, and internet connection. It could be your smartphone, tablet, or computer.

Before your appointment, you'll want to prepare a few things:

• Check your notifications!
  • Depending on your healthcare organization's preferences, you should receive at least one (if not more) notifications by email or SMS text message containing a link to connect to your visit.
    
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• If you've received a “Connection Test” link in your e-mail or text message, click this first! This process will test your internet connection, camera, microphone, and speakers on the device you will be using for your visit. 
  • We recommend using a strong WiFi connection, but cellular data can work too!
  • If you're not sure if your connection meets the requirements, click the "Need Help?" button at the top of any Mend page to begin a live chat with the Mend support team, or check out these troubleshooting tips.

• Find a quiet, comfortable place where you can speak with your provider without interference. 
  • Since Mend is web-based, you can connect from anywhere with a consistent internet connection.
  • We recommend picking a private location where you can close a door, like an office or a bedroom.

• Use the chart below to ensure you have the appropriate app or browser installed on your device.

My Device	What do I need?	Where do I find it?
Apple Smartphone or Tablet (iPhone or iPad)	Safari and/or Mend Telemedicine App	Safari is the built-in web browser on your Apple device Mend Telemedicine App on the App Store
Android Smartphone or Tablet (Samsung, LG, HTC, Nexus, Pixel)	Google Chrome and/or Mend Telemedicine App	Google Chrome on the Google Play StoreMend Telemedicine App on the Google Play Store
Desktop or Laptop Computer (Mac or Windows Operating System)	Google Chrome (web browser)*	Download from the website using your current web browser: http://google.com/chrome

* Firefox, Microsoft Edge, or Safari may also be used, but Chrome is preferred. Internet Explorer is no longer supported for Mend Video Visits.

To connect with your provider on a desktop or laptop computer:

• Click the "Start Your Visit" link provided in your e-mail or text message 
• Provide the information requested by your healthcare organization
  • You may be prompted to enter your date of birth to confirm your identity and press "Go."
    • Note: if the appointment is scheduled for a Dependent in your care, their date of birth OR the parent or guardian's date of birth will allow entry into the visit.
  • You may be prompted to create an account
  • You may be prompted to electronically sign legal agreements or complete an intake form

• •  
• The Virtual Waiting Room screen you see depends on your healthcare provider's preferences. You may see instructions to remain connected, or you may see sponsored or educational content. If you can see your own video feed in the top left corner, you are successfully connected. 
• Your provider will be alerted, and will join you shortly.

To connect with your provider on a smartphone or tablet:

• Click the "Start Your Visit" link provided in your e-mail or text message 
• Provide the information requested by your healthcare organization
  • You may be prompted to enter your date of birth to confirm your identity and press "Go."
    • Note: if the appointment is scheduled for a Dependent in your care, their date of birth OR the parent or guardian's date of birth will allow entry into the visit.
  • You may be prompted to create an account
  • You may be prompted to electronically sign legal agreements or complete an intake form

• Depending on your healthcare provider's preferences and your device type, you will be brought directly into the visit in your mobile web browser, or you may be prompted to download and open the Mend Telemedicine App.

Mobile Web Browser:

• If you connect directly from your mobile web browser, the Virtual Waiting Room screen you see depends on your healthcare provider's preferences. You may see instructions to remain connected, or you may see sponsored or educational content.
• If you can see your own video feed in the bottom left corner, you are successfully connected.  

Mend Telemedicine Mobile App:

• If you are prompted to use the Mend Telemedicine App, take note of the six-digit code displayed on your screen.
• When you open the Mend Telemedicine App, press “Join Visit,” then enter the six digit access code and click “Join Visit” again.
• When you see your video feed in the bottom left corner, you have successfully entered the virtual exam room. Your provider will be alerted, and will join you shortly.