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Virtual Visit Helpful Hints

**Please note: although you can download this software at any time, you will not be able to log in to the software until a telehealth visit has been scheduled for you with your provider**

Telehealth Virtual Visit helpful hints

Below you will find instructions for downloading the telehealth software onto a device of your choice.  Determine which device you’d like to use, and follow the instructions associated with that option.  

  • This software is not compatible with Chromebooks
  • Your device must have a microphone, speaker, and camera
  • You will also need access to a reliable internet source (best option) or a strong cellular connection (higher chance that call could drop/be choppy)

Please remember:

  • Prior to the visit launch and log in to DHMC Virtual Visit, and click the “Test Call” button.  If successful, you will see yourself appear on the screen and be able to hear your voice
    • It is extremely important to test the app in the spot where you will be at the time of the visit (e.g. home or office)
  • On the day of your visit, 30 minutes before your appointment time, launch and log in to DHMC Virtual Visit and click “Go to Appointment”.  You will be placed in the Virtual Waiting Room until the provider connects with you.  When your provider is ready, you will see an incoming call alert.  Click “Accept” to be connected to your Virtual Visit.

Helpful hints for a successful virtual visit:

  • Position yourself so that you are directly facing the provider
  • Speak clearly and naturally
  • Due to a slight audio delay, pause between speaking and wait to hear responses from the provider.  This can be awkward at first, but by the end of the appointment it will be completely natural to you.

Telehealth Virtual Visit software re-install for iPhones/iPads

  1. Delete the Virtual Visit AND Vidyo apps
    a.    Find the Virtual Visit app on your phone
    Virtual visit software icon
    b.    Press and hold until the following menu appears.  Select Delete App
    delete App
    c.    Find the Vidyo Mobile app on your phone
    vidyo app
    d.    Press and hold until the following menu appears.  Select Delete App
    Delete Vidyo App
    2. Download the Virtual Visit app ONLY (do NOT re-install Vidyo Mobile)
        a.  Go to your App Store
    App store icon
        b. In the search bar, type Virtual Visit and hit Search. Download Virtual Visit from the list by tapping the cloud image to the right
    Download Virtual Visit app

Telehealth Virtual Visit software re-install for Windows Computers

  1. Uninstall the Virtual Visit AND Vidyo software
    a. Go to your Start Menu
    b. Control Panel
    c. Programs and Features
    d. Find DHMC Virtual Visit in the list
    e. Right click
    f. Uninstall
    g. Find Vidyo Desktop
    h. Right click
    i. Uninstall
  2. Re-install Virtual Visit ONLY (do NOT re-install Vidyo Desktop)
    a. Download the Virtual Visit software for Windows
    b. The installation will begin in the bottom left corner of the screen

    f.    Once complete, click the box to open, then click “Run” in the box that pops up

Telehealth Virtual Visit Software Re-Install for Mac Computers

  1. Uninstall the Virtual Visit AND Vidyo software
    a.    Click the Finder icon

    b.    Click Applications in the Finder sidebar
    Applications window for Mac
    c.    Drag the Virtual Visit app and the Vidyo app to the Trash at the end of the dock to uninstall. If it is also on your dock, drag that to the trash to remove.
    Mac dock
  2. Re-install Virtual Visit ONLY (do NOT re-install Vidyo Desktop)
    a. Download the Virtual Visit software for Mac
    b. The installation will begin in the bottom left corner of the screen
    c. Once complete, double click the box. This will download DHMC Virtual Visit-it is likely that you will get the following message. If not, skip to step i below.

    g. If you do get the message above, go to System Preferences and then Security & Privacy

    h. Click the lock to make changes and then click Open Anyway

    i.    Next, you will see this screen. Click Continue

    j.    On this screen, click Continue again

    k.    On this screen, click Install

    l. You may see this pop up next (dependent on your security settings). If so, enter in your password or use Touch ID.

    m. Once the installation is complete, you will see this screen. Click Close.

    n. You will now have the DHMC Virtual Visit app under Applications and also on your dock.
    o. Double click to open. This is your log in screen. The Hostname is dhmc.sbrhealth.com. Enter in your Username and Password. If you are a patient, select Patient Login. If you are a provider, select Provider Login.
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