This article covers how to connect for a successful Group Video Visit. If you're looking for how to connect for a one-on-one video visit, please check out the Video Visit - How to Connect article. 

• What's a group video visit?
• What do I need to prepare?
• How do I connect on a computer?
• How do I connect on a mobile device?
• Group Video features and functions
• Tips for Patients
• Tips for Providers

Group Video Visits

What's a Group Video visit?

Video Visits (sometimes also called Telehealth, Telemedicine, Virtual Appointments, etc.) allow patients to connect with a healthcare provider through a secure video connection rather than in person. Group Video Visits take this a step further, and create a secure video conference for multiple people to connect together.

This feature is most commonly used for group therapy (relapse prevention, support groups, etc.), allowing group members to connect virtually with peers. 

Not sure if you're in a group? Check the email and text notifications you have received for your appointments. If your notification contains the following notice at the top, you will be connecting with a group: "You have been scheduled for a group visit. You will be connecting to a provider and other individuals who are also in your program." 

 

What do I need to prepare?

You can connect from your computer, mobile phone or tablet as long as it has an internet connection, camera and microphone. Because you'll be connected to a group of people with various levels of internet strength, we have several recommendations specific to Group Video. 

• Check your e-mail and SMS text messages. You should receive notifications containing a "Start Your Visit" link.

• 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 strongly recommend using a wired or WiFi connection if available.
    • Cellular data is not always strong enough for a Group Video Visit.
  • 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.
  • If you'd like to take a more in-depth look at Mend bandwidth requirements, you may view our technical recommendations article.

• Find a quiet, comfortable place where you can speak 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.
  • If possible, pick a location where you can plug in your device. If this is not available, make sure your device is fully charged before joining a Group Video Visit.

 

How do I connect on a computer?

• Click the “Start Your Visit” link provided in your e-mail.
• Enter your date of birth and press "Go."
• If you have not yet done so, you will be prompted to electronically sign legal agreements and/or complete intake forms that have been assigned to you.
• Make sure to "ALLOW" camera and microphone access.
• If you're the first group participant to join, you may see a message that says "Your provider will be with you shortly," or your healthcare organization's custom virtual waiting room screen. 
• When you see yourself in the top left corner, you are connected and ready to go!

 Check out the video below for a demonstration of this process, then be sure to check out the important tips for patients for a successful group visit.  

 

 

How do I connect on a mobile device?

• Click the “Start Your Visit” link provided in your e-mail or text message.
• Enter your date of birth and press "Go."
• If you have not yet done so, you will be prompted to electronically sign legal agreements and/or complete intake forms that have been assigned to you.
  • NOTE: If you are using an iPhone running iOS 12.1 or below, or if your healthcare organization is not set up to allow mobile group visits, you will be prompted to download and open the Mend Telemedicine App and enter a six digit code. Click here to view the standard Video Visits article with further instructions for using the Mend Telemedicine App.
  • NOTE: If you must use the Mend Telemedicine App to connect to your group visit, you will not be able to see all participants in your group. We strongly recommend using a different device (a computer, or a family member or friend's mobile device) to connect.
• Make sure to "ALLOW" camera and microphone access.
• If you're the first group participant to join, you may see a message that says "Your provider will be with you shortly," or your healthcare organization's custom virtual waiting room screen. 
• When you see yourself in the bottom left corner, you are connected and ready to go! Now, check out the important tips for patients for a successful group visit. 

NOTE: When connecting to a group visit on a mobile device, you will only be able to see one video feed at a time. Video feeds for other group members are represented as black thumbnails at the bottom of your screen. This is intentional, and helps you keep a strong connection. Please review the "Active Speaker" setting below for more information about how to change which group member is featured at the center of your screen.

 

Group Video Features and Functions

Providers and Staff: For a full overview of all features and functions available to you during a video visit including moderator controls and administrative tools, please review the Video Visit Features and Functions article. (You must be logged in with your staff member or provider account to view.) 

 

What: Basic visit functions

Where: Bottom center of the screen

• The icons at the bottom center of the screen will allow you to pause your video feed, mute your microphone, or leave the visit.
• If you leave the visit early and would like to re-join, you'll see that the "End Call" button is now green. Just tap the button, and if the appointment has not been checked out, you can re-join.  

 

What: Icon Panel

Where: To the right of the screen on a computer, or behind the three vertical dots at the bottom right of a mobile device screen.

During a Group Video visit, the following functions are available in the icon panel:

• Chat: Exchange written messages or links with your full group.
• Files: Upload a document or image file to share with your group, or download a file someone else has shared with you. 
  • Note: If any user has joined the visit as an "anonymous user," they may not share or download files.
• Settings: Switch to a different camera, microphone, or audio output connected to your device. You may also enable "Low Resource Mode," which is recommended for devices with limited bandwidth, hardware, or software resources. 
• Share Screen (Providers Only): When applicable, providers may share their screen with the group.
• Raise Hand (Patients Only): If you have been muted by a provider, you can click the hand to request to speak up. Your provider will see this request, and have the option to make you the "Active Speaker." 

 

What: Toggle View (Computer or Laptop Only)

Where: Bottom right corner of the screen

• By default, Video Visits use the "List" view.
  • One video feed fills the center of the screen. 
  • Your video feed is a small thumbnail in the top left corner.
  • Additional video feeds displayed as thumbnails under yours. You can click on a feed to move it to the center. 
• You may toggle this setting to the "Grid" view.
  • All video feeds are equally spaced in the center of the screen, making this an optimal view for group appointments.

    

 

What: "Active Speaker" Setting

Where: Top left corner of the screen. (Not available in "Grid" view) 

• If the Active Speaker setting is ON, the video feed in the center of your screen will automatically switch to feature the person who is currently speaking
• If the Active Speaker setting is OFF, you may scroll through the available video feeds and tap the feed you'd like centered on your screen. 
• To switch the Active Speaker setting on or off, simply tap the "Active Speaker" indicator. 

 

 

Tips for Patients

1. Make sure your device is fully charged and/or keep your charger available.
2. Use earbuds or a headset to help prevent background noise and echo.
3. When you're not speaking, tap the microphone icon at the bottom of your screen to mute your audio. When you're ready to speak, tap it again. 
4. If someone mentions they can hear you but cannot see you, it is possible your internet connection is not strong enough to support a full video visit, and Mend has switched you to "audio only" while we attempt to recover your video feed. We call this intentional process "audio fallback." You can attempt to resolve the issue by trying the following tips to improve your connection strength: 
   • Close all additional programs, apps, or tabs you have open (even if they are only running in the background).
   • You can try exiting the visit, refreshing your browser, and joining again. 
   • If you are using cellular data, try switching to WiFi. If this is not possible, you can boost your signal by positioning yourself close to a window.
   • Enable "Low Resource Mode" within the video visit by clicking the cog "Settings" icon on the right side of the screen. This will optimize your device's resource consumption for a successful video connection.  
   • For additional suggestions to improve your connection, please check out the tips for a successful video visit article. 

 

Tips for Providers

1. Whenever possible, we recommend that the provider in a group visit uses a laptop or desktop computer to connect. If you have access to a wired internet connection, even better!
2. Make sure your device is fully charged and/or keep your charger available
3. Use earbuds or a headset to help prevent background noise and echo
4. When you're not speaking, tap the microphone icon at the bottom of your screen to mute your audio. When you're ready to speak, tap it again. 
5. If a group participant has a poor or fluctuating internet connection, they will "fall back" to an audio-only connection while Mend attempts to recover their video feed. You should still be able to interact with these participants without disrupting the group visit.
6. Use the Moderator Controls to mute or force refresh users when needed. 
7. Prior to starting a group visit, make sure you have tested your connection. If you experience issues: 
   • Close all additional programs, apps, or tabs you have open (even if they are only running in the background).
   • You can try exiting the visit, refreshing your browser, and joining again. 
   • If you are using cellular data, try switching to WiFi. If this is not possible, you can boost your signal by positioning yourself close to a window.
   • Enable "Low Resource Mode" within the video visit by clicking the cog "Settings" icon on the right side of the screen. This will optimize your device's resource consumption for a successful video connection.  
   • For additional suggestions to improve your connection, please check out the tips for a successful video visit article.