Telehealth Video Appointments

Offices Using the New Platform

Many Upstate providers offer telehealth video services through a convenient platform. This service allows you to visit your doctor from the privacy of your home.

What is Telehealth?

Telehealth delivers health care services through live, interactive videoconferencing via a smartphone, computer or tablet. You can see and speak to your doctor just as you would in person, all from the privacy and safety of your own home.

Depending on your doctor, your telehealth appointment may be scheduled through a secure software application, such as Webex. You’ll want to contact your Upstate provider to see if they offer a telehealth service and which program they use. There are a few simple steps to join a video visit below.

What Equipment Do You Need?

You may use a computer, smartphone, iPad, or tablet to join a telehealth appointment. You will also need a(n):

Internet Browser — Chrome, Safari, Firefox, and Microsoft Edge are all supported for video visits.
Basic broadband connection — a faster connection will provide better picture quality and clarity.
Built-in or external camera and microphone — essential tools that allow providers to virtually meet.
Up-to-date operating system — this allows devices to work properly with programs and software

Before your appointment, make sure that you have each of these items and that they are working properly.

How To Access Your Telehealth Appointment?

Regardless of the type of device you are joining from, you may either join from MyChart directly or a hyperlink that is sent via an email or text.

* For assistance with MyChart User ID and password, call the MyChart help desk at 1-800-231-6899.

Please Note: Video visits can be accessed using Chrome, Safari, or Firefox. Video visits are not available using Internet Explorer.

Please follow the instructions to join the Video Visit using:

MyChart Mobile App
MyChart Website
Video Visit using a Hyperlink

MyChart Sign Up MyChart Sign In

Joining a Video Visit Using the MyChart Mobile App

Step 1

Log into your Upstate MyChart Account from a mobile device in the MyChart App.

Step 2

On the main menu, a video visit announcement will appear. Click Begin Visit to jump directly into your video visit.

Step 3

From the Appointment Details, click Join Video Visit to jump directly into your video visit.

Step 4

Follow the prompts to enable a video and audio connection. Select Allow and OK.

mycharts screen

Step 5

mychart screen The video visit displays the provider and the patient and any other guests.

Step 6

The settings include audio, video, messaging, image upload and resizing the screen. Additional features may be added under the More actions menu. To leave the meeting, select the red X. The final message displayed reads, “Your visit has ended, please close this browser.”

more chart screens

Joining a Video Visit Using the MyChart Website

Step 1

Log into your Upstate MyChart Account at https://mychart.upstate.edu.

Step 2

From the MyChart Website, click Begin Visit to access your Appointment Details.

mychart screen

Step 3

From the Appointment Details, click Join Video Visit to jump directly into your video visit.

more screens

Step 4

Follow the prompts to enable a video and audio connection. Select Allow. You may need to do this twice.

click twice

Step 5

The video visit displays the provider and the patient and any other guests. To Expand the chat panel, select the arrow tab.

video screen

Step 6

In the video visit, the settings include mute, video, chat, image upload and resizing the screen. Additional features may be added under the More actions menu.To leave the meeting, select the red X.The final message displayed reads, “Your visit has ended, please close this browser.”

more actions

Joining a Video Visit Using a Hyperlink

The link will appear in a text message from 1-773-974-9132 or an email will come from Upstate Provider with the email address no-reply@extcare.com.

Please note: If you cannot find the email, check your junk, or spam folder.

Receive an invitation via email or text
Click on the hyperlink or Join button to enter the video visit appointment
Allow access for the microphone and camera by following the prompts
Use the video tools to mute if needed
Use the chat included in the video visit if needed
Speak with your provider
When the visit is concluded, tap, or click the X to close

Text Invitation

telehealth text

Email Invitation

link through text

Connect Through a Call From a Provider

image of a smart phone screen When a practitioner calls a patient using our ExtendedCare telehealth platform, the patient should expect an incoming call from a 408 area code. The Caller ID will state that it is a call from CISCO-WEBEX. When the patient answers the call, they will be greeted with “Welcome to WebEx” and then immediately be connected to the practitioner in the phone call.

If the patient misses this call, they will not be able to call this number back. It will dial a WebEx meeting and not the provider or department the appointment is with.

Tips for a Successful Video Visit

Tips for lighting, operations, backgrounds and more:

Confirm your operating system is up to date as noted above
Ensure you have a working Wi-Fi or broadband connection
Close all other programs that may be open on your computer
Sit facing the window with the wall behind you so the natural light highlights your face
If you have no window, use a light source which lights the area you are in and face the light for the best results
Call from a quiet location with no background noise
Follow all instructions on the invitation and note important supplemental information, such as the office number in case you are disconnected

Offices Using the New Platform

Adult Medicine
Connect Care
Family Medicine
Gastroenterology
Geriatrics
Hematology Oncology
Inclusive Health
Internal Medicine

Multidisciplinary
Neurology
Neuropsychology
Neurosurgery
Pediatric and Adolescent Center
Pediatric Integrative Medicine
Pediatric Rheumatology

Physical Medicine and Rehabilitation
Psychosocial Oncology
Pulmonology
Radiation Oncology
Rehabilitation Psychology
Rheumatology
Transplant