Video Visits

Complete the following step as soon as your video visit is scheduled

1. Download required apps (MyChart and VidyoConnect) – Visit the Apple App Store or Google Play on your device. First download the MyChart app. Select TexasChildren’s as the health care provider. Next return to your app store and download VidyoConnect. Please download both apps as soon as your video visit is made with your provider.
2. Test your equipment – Visit texaschildrens.org/videotest using your device’s web browser, such as Safari. (Please do not use Chrome if using an iPhone.) Follow the instructions to check your device’s audio, video and internet connection. This will ensure your device can support your video visit.



Get started about 15 minutes before your appointment

3. Log in to MyChart – Navigate to “Appointments” and select your video visit appointment.
4. Complete PreCheck-In – PreCheck-In must be completed before you will be allowed to access your video visit. If you have not completed PreCheck-In, please do so as soon as possible.
5. Prep for your appointment – Find a quiet, well-lit room for you and your child. Your child must be present for the
   video visit.



Start your video appointment

6. Open Mychart app and go to “Appointments.”
7. Navigate to your video appointment and click “Begin Visit” for Prompts – If you haven’t downloaded VidyoConnect yet, the MyChart app will prompt you to download the VidyoConnect app from your device’s app store. Once the VidyoConnect app download is complete, return to your MyChart app and your video visit appointment.
   Note: The VidyoConnect app will ask you to sign into a portal. Please disregard this screen and close out of the VidyoConnect app
   and return to the MyChart app.
8. Click “Begin Visit” Again – Once you are ready to begin your video visit, click “Begin Visit” to start.
9. Select “Join the Call” – Allow access to your microphone and camera. You’ll see the provider when they join

Complete the following step as soon as your video visit is scheduled

1. Test your equipment – Visit texaschildrens.org/videotest on the computer you will use for your video visit. Follow the instructions to check your device’s audio, video and internet connection. This will ensure your device can support your video visit.

Get started about 15 minutes before your appointment

2. Log In to MyChart – Visit mychart.texaschildrens.org to log in to MyChart.
3. Navigate to Your Appointment – Select “Appointments and Visits” from the main menu and then navigate to your video visit appointment.
4. Complete PreCheck-In – PreCheck-In must be completed before you will be allowed to access your video visit. If you have not completed PreCheck-In, please do so as soon as possible.
5. Prep for your appointment – Find a quiet, well-lit room for you and your child. Your child must be present for the video visit

Start your video appointment

6. Click “Begin Video Visit” for Prompts – You will be prompted to access VidyoConnect on your  computer.
7. Select “Join via the Browser” – VidyoConnect will ask you “How would you prefer to take the call?” Please select only the “Join via the Browser” option.
8. Start Your Video Visit – Allow access to your microphone and camera. You’ll see the provider when they join.

• Disable pop-up blockers on your mobile device or computer if prompts do not appear.

• Use your fastest data connection for best results. This could be your cellular data or Wi-Fi. *Standard data rates apply

• If possible, make sure you are in a well-lit room that is quiet and private from other children not having the visit. It helps to have a flash light or to be near a window or other well-lit area.

• If you already have the MyChart app and the VidyoConnect app on your mobile device, please make sure that you have the most current version by checking for app updates on your mobile device.

• You can join your video visit up to 30 minutes before your appointment start time.

• Language Services will be available for patients needing interpretation assistance.

• Patients must be physically located in Texas in order to complete a video visit.

• Your mobile device or computer must have a video camera connected to or built in camera on the device you are using for your video visit.

• Make sure your device is plugged in or fully charged.

• Have headphones available if you need privacy or are hearing impaired.

• Hold your phone horizontal for the best user experience.

• Please be advised that an video visit is considered office visit, and may result in a co-pay charge according to your insurance coverage. For further information on insurance and billing please click here.

1. Disconnect
   Disconnect from meeting
2. Microphone
   Mute/unmute microphone
3. Video Camera
   Toggle the camera between sending video and not
4. Voice-only Participant
   Camera is disabled
5. More Options
   Flip camera, send text chat

• What is a video visit?
  • At Texas Children’s Hospital, we are making advances to offer your family the care you need in a more accessible and convenient way– from the comfort of your own home. We are now offering video visits, also known as eHealth, telehealth or telemedicine, with your trusted Texas Children’s providers.
• What equipment is needed for a video visit?
  • All you need is a smart phone, a tablet or computer with two-way video capabilities. Please make sure your device is plugged in or fully charged ahead of your visit. If you would like additional privacy or are hearing-impaired, headphones are also recommended.
• How do I test my equipment before a video visit?
  • Visit texaschildrens.org/videotest using your device’s web browser, such as Safari. Please do not use Chrome on your mobile phone. Follow the instructions to check your device’s audio, video and internet connection. This will ensure your device can support your video visit.
• What app do I need to download for a video visit?
  • Download the MyChart App. Visit the Apple App Store or Google Play on your device and find the Epic MyChart app. Download and select Texas Children’s as the health care provider.
  • Download VidyoConnect app from the Apple App Store or Google Play on your device.
  • A portal address is not required. At this stage, close out of VidyoConnect and log into MyChart to connect to the visit.
  • If you already have the MyChart and VidyoConnect apps on your mobile device, please make sure you have the most current version by checking for app updates on your mobile device.
  • If you see a pop-up that asks you for access to your devices, please allow access. This allows your microphone and camera to properly work during your video visit.
  • If you receive the error that rea
• What is the ideal WiFi speed for a video visit?
  • Use the fastest connection available. This could be your cellular data or WiFi. Cellular connection may provide improved connection quality.
• Where should we be for a video visit?
  • Find a quiet and well-lit place in your home to make sure everyone can hear well during the visit. If possible, be in a private room away from other children not having the visit. It helps to have a flash light or to be near a window or other well-lit area.
  • Ensure the child being seen is nearby and visible to the provider.
  • Due to licensing rules, you must be located in Texas to complete a video visit.
• Who must be present for a video visit?
  • Both the patient and parent/guardian must be present at the time of the video visit. If the patient is a teenager and needs to be interviewed, the parent/guardian may be asked to leave the room for part of the visit.
• Why should I use a video visit for my child?
  • Video visits are ideal for busy families to receive convenient quality care from your Texas Children’s provider from the safety of your home. If the provider determines that your child requires an in-person visit for further evaluation, this will be arranged.
• Can more than one person call into a video visit at once (ie: both parents)?
  • Yes, if more than one person has access to their child’s information in MyChart and have downloaded the VidyoConnect app. Both parents can use the same appointment link in MyChart to connect to the visit from their individual device.
• If I don’t speak English, am I still able to have a video visit?
  • Yes, the provider will have an interpreter scheduled to participate in the visit.
• What should I expect from a video visit?
  • A video visit is similar to an in-office visit with a provider, but on an application similar to FaceTime.
• How long does a video visit last?
  • A video visit will last anywhere between 15-30 minutes, depending on the complexity of the topic discussed. Although there is no limit to the length of a video visit, please understand the provider will be seeing multiple patients.
• What is I cannot find my appointment link?
  • The link is now part of MyChart and the VidyoConnect app should be downloaded to complete the video connection. To connect:
    • Open the MyChart app, go to Appointments and Visits.
    • Complete the PreCheck-in questions and then you will be able to click on the Begin Video Visit button.
    • Click JOIN when prompted in VidyoConnect
  • If you are unable to connect to your appointment, please call us at 877-361-0111.
• Who is eligible for a video visit?
  • All patients are eligible for video visits; however, your provider may request an in-person evaluation as necessary.
• Do I need an appointment for a video visit?
  • Your video visit will have a scheduled appointment time. It is important to connect prior to your appointment time. First time users should allow for 20 minutes of login and troubleshooting time, while return users should allow for 5-10 minutes of login time. The time provided is the visit start time rather than login time.
• What if the provider isn’t on the video visit immediately?
  • The provider may be running a few minutes late. Please remain on the line for 5-10 minutes, even if you see a blank black screen. If for some reason they do not join, please call us at 877-361-0111.
• What if the provider cannot see me?
  • Try another one of of your device’s cameras by using the Camera Options pulldown menu.
  • Make sure the correct camera is selected from the dropdown menu in the VidyoConnect software.
  • Make sure there are no other software applications opened using the webcam (ie: Zoom, Skype, WebEx, etc.).
  • You can turn your camera on and off during your video visit by pressing the camera icon on the toolbar underneath the video window.
• What if the provider cannot hear me?
  • If you don’t see the microphnoe indicator bar when you talk, try another one of your device’s microphones by using the Microphone Options pulldown menu.
  • Make sure the correct microphone is selected from the dropdown menu in the VidyoConnect software.
  • Make sure there are no other software applications opened using the webcam (ie: Zoom, Skype, WebEx, etc.).
  • You can mute and unmute your microphone at any time during your video visit by pressing the microphone icon on the toolbar underneath the video window.
  • If you were previously on a phone call and didn’t hang up properly your microphone could still be in use. Disconnect from the active phone call and rejoin the visit from your email/MyChart app.
• What if I have trouble connecting during my video visit?
  • Ensure you’ve downloaded the correct applications (MyChart and Vidyo Connect).
  • Check your internet connection. Use the fastest connection available. This could be your cellular data or WiFi. Standard data rates may apply. If on WiFi try disabling WiFi, or switch WiFi networks.
  • Close all apps/windows in the background and disable pop-up blocker.
  • Uninstall and then reinstall the application on the same device.
  • Use a different device to download the application and connect.
  • Turn your device off and restart.
  • If you are still having problems, please call us at 877-361-0111.
• Can the provider on the video visit have access to my child’s medical records?
  • Yes, they will be able to access their electronic medical record during the visit.
• Can the provider on the video visit write a prescription for my child?
  • Yes, when appropriate, an e-prescription can be sent to your preferred pharmacy.
• When should I not receive a video visit?
  • A video visit may not be ideal when the patient needs to be seen in-person for a specialized exam, test or procedure.
• Is my video visit secure?
  • Yes, Texas Children's is utilizing secure HIPPA compliant software for these visits.
• Who do I contact if I have any follow-up questions after my video visit?
  • You may message your provider through MyChart or call the office with any follow-up questions.
• How much does a video visit cost?
  • Please be advised that a video visit is considered office visit, and may result in a co-pay charge according to your insurance coverage. For further information on insurance and billing please click here.