Video Visit Features & Functions
This article addresses the following features and functions available to patients in a Mend Video Visit:
If you are looking for assistance joining a video visit, please review the Connecting to a Video Visit article.
Mobile App-Specific Feature Limitations
As Mend transitions to a fully "app-less" telehealth platform, some of our partnering healthcare organizations require patients on mobile devices to download and use the Mend Telemedicine App to connect, while others allow patients to use the default web browser on their smartphone or tablet.
If your healthcare provider requires the Mend Telemedicine App for mobile connections, or if your mobile device is not compatible with Mend Video Visits, the features and functions available to you in a visit will be limited to "Mute Audio," "Switch Camera," and "End Call."
If you are unsure whether your mobile device is compatible with Mend Video Visits, please review this article.
Basic Video Visit Functions
- The End Call icon will disconnect you from the Video Visit.
- You may re-join the visit any time until the visit has been checked out.
- You may also disconnect by returning to the Dashboard or by closing your app or browser window.
- The Mute Microphone icon will silence the audio coming from your video feed.
- The Disable Camera icon will pause your video feed by temporarily turning off your camera.
The Settings icon contains the following options:
- Switch between cameras connected to your device, such as the front and back-facing cameras, or an external webcam.
- Note: If you are using a Surface Pro device, you may only switch cameras in your browser settings. On Chrome, go to Settings > Privacy and Security > Camera, and select "Microsoft Camera Front" to make sure your front-facing camera is used.
- Switch between microphone inputs connected to your device, such as the internal microphone and a USB or bluetooth headset.
- Switch between audio outputs connected to your device, such as the built-in speakers, external speakers, bluetooth earbuds, or wired headphones.
- HD Video
- Opt to connect with the default 640x480 resolution or in HD at a rate of 1280x720 pixels.
- The HD Video setting does require additional bandwidth, so we recommend disabling it if you do not have consistently high upload speed, or if you are connecting to a large group visit.
- Note: Mend will display the highest resolution each user's device is capable of producing when this setting is selected. In other words, you will only see the other person in HD if their device is capable of publishing HD video.
- Low Resource Mode
- Specifically designed for devices with limited CPU, RAM, or internet connectivity, Low Resource Mode optimizes resource consumption for Telehealth, making it easier to connect successfully on older or less powerful devices.
- 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.
- If there are multiple people in the visit, additional video feeds will be displayed as thumbnails under yours. You can click on a feed to move it to the center, or you can use the "Active Speaker" feature to switch automatically.
- If you are using a laptop or desktop computer, 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.
Audio & Connection Indicators
- If you are using a web browser to connect, you will see a dynamic sound and connection strength display icon in the bottom right corner of every participant's video feed, including your own.
- The height of the audio indicator icon will rise and fall with the audio level coming from the video feed.
- The color of the connection indicator bars will display as green, yellow, or red to reflect the user's current connection strength.
- In List View for a group video visit, Active Speaker dynamically switches to show the person currently speaking.
- To switch manually between users instead, tap "Active Speaker" to toggle it to the "OFF" position, then tap the video feed you'd like to see front and center.
User Video Feeds
- By default, you should always see the other user in your visit if they are successfully connected. You may sometimes see the following instead:
- Red "Exit" Symbol: The user is still connected, but they have navigated to another screen on their device (mobile only).
- Green Audio Symbol: When five or more users are connected to a group video visit, their video feed will be suspended for in mobile view to conserve bandwidth.
- If Active Speaker is OFF, you can select a user's initials to bring their complete video feed to the center of your screen.
- If Active Speaker is ON, this will happen automatically when each user begins speaking.
- Red Crossed-Out Camera: The user has intentionally disabled their camera.
- Black Screen: The user's internet quality is poor or fluctuating, so Mend has dropped their feed to "audio only" while we attempt to recover their video feed. This is intentional so you can continue the session while the issue is resolved.
- For more information about troubleshooting internet connection issues, please review the Quick Tips for a Successful Video Visit article.
- The arrow at the top of the icon bar will open a side panel containing the Chat and Files features.
- You may close the panel by clicking the arrow again.
- The Chat feature may be used to exchange written messages or web links with your provider.
- Keep in Mind: Exchanges of text and links in the Chat are not saved. If you need to keep content shared in the Chat feature, make sure to copy and paste it into a document or note-taking app outside of Mend before exiting the visit.
- Keep in Mind: To chat with Mend live chat support, click "Need Help?" at the top of the page.
- The Files feature may be used to exchange document or image files with your provider.
- Once uploaded, anyone in the visit may download the file to their computer.
- Keep in Mind: If you have joined the visit as an "anonymous user," meaning you did not log in with your date of birth or a password, you will not have access to share files.
- Your provider may share video (and/or audio) from their computer in your Video Visit.
- If you are on mobile device, your view screen may not show the entire area your provider is sharing. You may "pinch to zoom" or "touch to drag" to adjust your screen as needed.
- Your provider may initiate Canvas Mode, which allows you to interact with them using images and drawing tools.
"Raise My Hand"
- The "Raise My Hand" icon is only visible to patients who have been muted by a provider in a group visit.
- When you tap the hand icon in the panel, it will alert your provider that you would like to be unmuted.