Upstate Telehealth | Upstate Patient Care

What are Telehealth Video Appointments?

Video appointments let you talk to your doctor using live video on a smartphone, computer, or tablet. You can see and speak with your doctor just like you would in person, but from the comfort and safety of your home.

Why should you consider using telehealth video appointments?

Video visits are a great way to make health care easier and more convenient for patients.

Convenience and Time Savings

Video appointments get rid of the need for travel, making it easier for you to join appointments from the comfort of your own home.

Reduced Risk of Infection

By not having to go into a healthcare building, patients reduce their risk of being exposed to other illnesses.

Caregiver Involvement

Video appointments allow you to include care givers on the virtual visit to ask questions and take notes.

Better Health Outcomes

Video visits can lead to better health results by being able to talk to a doctor early on and often during your health care journey.

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

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

MyChart Sign Up MyChart Sign In

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.

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

Joining a Video Visit Using the MyChart Mobile App

Telehealth Visit using the MyChart App

Joining a Video Visit Using the MyChart Website

Telehealth visit using MyChart on the web

Joining a Video Visit Using a Hyperlink

Telehealth visit using a provided hyperlink

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.