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! You should receive a notification containing connection instructions via e-mail and SMS text message:
  • When your appointment is scheduled
  • 24 hours before your scheduled appointment
  • 30 minutes before your scheduled appointment 

• Did you only receive one notification, "your video visit is about to start"? 
  • As your healthcare provider navigates the current COVID-19 crisis, they may be utilizing a new "shortcut" tool that creates a secure video connection instantly. 
  • Your process is exactly the same as described below, except:
    
    • You may be routed directly into the visit as an "anonymous" user without verifying identity, OR;
    • You may be required to create an account before joining your visit. 

• Click the “Connection Test” link in your e-mail or text message to test the 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.

I want to connect with my provider on my smartphone or tablet:

• Click the "Start Your Visit" link provided in your e-mail or text message 
• Enter your date of birth to confirm your identity and press "Go."
  • Note: if the appointment is scheduled for a Dependent, their date of birth OR the parent or guardian's date of birth will allow entry into the visit.
• If you haven't done so yet, you will be prompted to electronically sign legal agreements regarding your consent for telehealth and other items as determined by your healthcare provider. In most cases, you will only need to do this once per year.
• Depending on your healthcare provider's preferences and your device type, you may be brought directly into the visit now, or you may be prompted to download and open the Mend Telemedicine 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. 

I want to connect with my provider on my desktop or laptop computer:

• Click the “Start Your Visit” link provided in your e-mail.
• Enter your date of birth when prompted.
  • Note: if the appointment is scheduled for a Dependent, their date of birth OR the parent or guardian's date of birth will allow entry into the visit.
• If you haven't done so yet, you will be prompted to electronically sign legal agreements regarding your consent for telehealth and other items as determined by your healthcare provider. In most cases, you will only need to do this once per year.
• You may see a message saying "Your provider will be with you shortly," or you may see a custom waiting page your provider's office has created. You should also see your own video feed in the top left corner.
• Your provider will be alerted, and will join you shortly.