UAB eMedicine Scheduled Visit: Frequently Asked Questions

1. How do I schedule a video visit? 2. How do I connect to a video visit, and what do I need?
As close as possible to your appointment time, your provider will send you an email or text message containing a link that you click on to join the video visit. Most patients will have no trouble connecting to a video visit from their computer or smart device. If there is a problem during the first visit, you may need to download the “AW Touchpoint” app. To learn more about connecting or downloading the app, please visit uabmedicine.org/patient-care/emedicine/scheduled-clinic-video-visit.

3. Do I need to be on WiFi to access a video visit?
Either WiFi or a strong cellular connection is required.

4. How do I check to see if I have a strong Internet connection?
From the computer or smart device you plan to use, open your web browser and visit speedtest.net. Click “Go” to start the test (you may be asked to choose the city closest to you). Review the test results after it finishes. For a strong Internet connection, your download speed should be at least 10 Mb per second, and your upload speed should be at least 1 Mb per second.

5. Should I use a computer or smart device?
If your video visit will include a physical exam, it’s better to use a smart device (such as a smartphone or tablet), so that you can move the device around to focus the camera on different parts of your body, if your doctor requests it. Otherwise, a desktop or laptop computer is usually a better choice, since it has a larger screen in most cases, but it must have a web camera and microphone.

6. How do I access a video visit from a desktop or laptop computer?
At the scheduled time, open the email about your video visit using either Google Chrome (preferred) or Safari, then click “Join” in the email message. If your computer asks for permission to use your camera and microphone, click “Yes” or “Allow”.

7. How do I connect to a video visit from a smart device?
At the scheduled time, open the text message about your video visit and click “Join”. Enter your name when prompted, confirm that you are a patient, then click “Join Now”. If your smart device asks for permission to use your camera and microphone, click “Yes” or “Allow”.

8. Does it matter what type or brand of computer or smart device I use?
  • Video visits will work with many brands and types of computers and smart devices, though you may need to install the latest updates to the operating system. An iPhone is a good choice and usually doesn’t cause problems. If you’re using an Apple Macintosh computer, the Safari browser will work in most cases, but you may have better luck by downloading and using the Google Chrome browser.
  • If you have trouble using a non-Apple device (such as an Android-based smartphone), you may need to download and use the “AW Touchpoint” app (see information in question No. 2). For Windows-based computers/laptops, you will need to use the Google Chrome browser.
  • When using a smart device, make sure your camera is set to front-facing.
9. Is there a certain web browser I need to use?
Google Chrome is preferred. Apple’s Safari browser will work in most cases when using an iPhone or Macintosh computer.

10. What if the link to my video visit doesn’t work?
First, check your Internet speed (see question No. 4), check the strength of your Wifi or cellular signal, and try resetting your WiFi router by powering it off then back on. You can also try downloading and using the “AW Touchpoint” app (see information in question No. 2). If you still have problems, please call your provider’s office.

11. Do I need to be ready for my video visit early or at the scheduled time?
As close as possible to your appointment time, your provider will send you an email or text message containing a link that you click on to join the video visit. Please allow ample time to complete this visit. Your provider will do his or her best to be on time, but there may be a delay, just as with in-person appointments.

12. Will my video visit be recorded, and will other people have access to it?
Video visits will never be recorded without you signing a special consent form.

13. How can I involve a family member or loved one in my video visit?
They can either be sitting with you during the video visit, or ask your provider to send a link to the mobile phone number of your family member or loved one.

14. Should I check my vital signs before my video visit?
If you have the ability to do so, then yes, it would be helpful for you to check your blood pressure, heart rate, temperature, and weight on the day of your video visit.

15. How can I submit my records to UAB Medicine in advance of my visit?
You may fax your records (or have your non-UAB provider fax them) to your UAB Medicine provider’s office. We are working on a way to submit your records through the UAB Medicine Patient Portal.

16. What do I need to do after my video visit?
If any “next steps” need to be taken, such as scheduling a follow-up visit, your provider’s office will contact you.

17. What if I need lab work, can I get it scheduled near my home?
We prefer that you have any needed lab work done at a UAB Medicine location. However, you may use other local labs. Please allow at least 3 days prior to your video visit for outside lab results to be sent to your UAB Medicine provider.

18. What if the call is dropped or I have connection issues?
If the call is dropped, please press the “Reconnect” button. If you are having Internet or other connection issues, your provider may call you on the phone or reschedule the visit.

19. What if there are audio issues and I can’t hear the doctor?
  • If you’re in the middle of the call and the audio drops out on your Apple device, it may be due to receiving a phone call during the visit. If this happens, please press the “Reconnect” button, and the audio should return. This problem can be avoided in the future by updating the iOS operating system on your Apple device.
  • Patients who are hearing-impaired may benefit from using headphones.
  • Patients with Bluetooth-compatible hearing aids may be able to hear the audio through their hearing aid.
20. What if I can see my provider but my provider can’t see me?
Your camera may be set to rear-facing, or you could be having Internet or other connection issues. Check the camera settings for your computer or device and check the upload speed on your Internet connection (see instructions in question No. 4).

21. What if I need a language interpreter during my video visit?
If you need an interpreter, we will arrange this for you when you first schedule your video visit appointment.