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 button or link to join your visit.
- 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 |
Android Smartphone or Tablet (Samsung, LG, HTC, Nexus, Pixel) |
Google Chrome and/or Mend Telemedicine App  |
|
|
Desktop or Laptop Computer (Mac or Windows Operating System) |
Google Chrome (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:
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: Mend will check your connection strength and automatically adjust your publisher settings to make sure you have the best possible experience.
Step 4: 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: Depending on your healthcare provider's preferences and your device type, you may be prompted to download and open the Mend Telemedicine App. If this is the case, please see the alternate instructions below.
Step 4: If your healthcare provider and device both allow mobile web browser connections, Mend will check your connection strength and automatically adjust your publisher settings to make sure you have the best possible experience.
Step 5: 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.
Mend Telemedicine Mobile App
- If you are prompted to use the Mend Telemedicine App, take note of the six-character code displayed on your screen.
- When you open the Mend Telemedicine App, press “Join Visit,” then enter the six-character access code and click “Join Visit” again.
- When you see your video feed on the left side of the screen, you have successfully entered the virtual exam room. Your provider will be alerted, and will join you shortly.