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Group Video FAQs

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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. 

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. 

 

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 "Join Visit" link.
  • You will be encouraged or required to take our connection test on your way into the visit. This will check your 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 “Join 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," your healthcare organization's custom virtual waiting room screen, or a library of media content for your virtual waiting room stay.
  • When you see yourself on the left side of the screen, 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, you will be prompted to download and open the Mend Telemedicine App and enter an access 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," your healthcare organization's custom virtual waiting room screen, or a library of media content for your virtual waiting room stay.
  • When you see yourself on the left side of the screen, 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. By default, the featured video is person currently speaking. If you tap "Active Speaker," you can disable this default and manually select which video to place in the center of your screen. 

 

 

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.
    • 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.
    • For additional suggestions to improve your connection, please check out the tips for a successful video visit article. 

 

 

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