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

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

• Check your notifications!
  • You should receive a notification (or a series of notifications) by email or SMS text message containing a button or link to join your visit.
  • Some healthcare organizations have a custom, direct link to connect with a provider immediately (ex: mend.com/DrSmithUrgentCare) on their website or social media. You can click this if it's available!

• Find a quiet, comfortable place where you can speak with your provider without interference. 
  • 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.

• You can use any smartphone, tablet, or computer with an internet connection. Use the chart below to ensure you have the appropriate web browser installed on your device for the best results.

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

* Firefox, Microsoft Edge, or Safari may also be used, but the latest version of Chrome is preferred. Internet Explorer is no longer supported in Mend.

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

Step 1: Click the "Join Visit" button in your email or the link in your text message.

Step 2: 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.

Step 3: If your provider has not yet joined the video session, you'll enter the virtual waiting room and Mend will let your provider know that you are ready and waiting.

• The screen you see in the virtual waiting room depends on your healthcare provider's preferences, and may include sponsored or educational content.
• If you can see your own video feed on the left side of the screen, you are successfully connected. 

To connect with your provider on a smartphone or tablet:

Step 1: Click the "Join Visit" button in your email or the link in your text message,

Step 2: 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.

Step 3: If your provider has not yet joined the video session, you'll enter the virtual waiting room and Mend will let your provider know that you are ready and waiting.

• The screen you see in the virtual waiting room depends on your healthcare provider's preferences, and may include sponsored or educational content.
• If you can see your own video feed on the left side of the screen, you are successfully connected.