Below are answers to some frequently asked questions about video visits. Press the button for each question to show the answer.
General Questions
A video visit is like seeing your provider in the office, right in the comfort of your own home. Video visits use a live video and audio connection from your smartphone, tablet, or computer. Your provider can diagnose and treat many common conditions and prescribe medications if necessary. You'll receive the same quality medical care without having to travel to your provider's office.
- A MyWellSpan account (New to MyWellSpan? Sign up for MyWellSpan here.)
- A smartphone, tablet, laptop or desktop computer with a camera, microphone, and speaker
- A reliable Internet connection or a secure and strong Wi-Fi connection
- If using a laptop or desktop computer, assure that you have an up-to-date browser i.e. Safari, Chrome, Firefox, or Edge. PLEASE NOTE: As of November 15, 2021, Internet Explorer will no longer be a supported browser for MyWellSpan video visits.
You can be at home, at work, or on-the-go during the video visit, but it is important that you are in a quiet, private, well-lit location with a reliable signal to access the Internet.
IMPORTANT: At the time of your video visit, you must be physically located in a state where your provider is licensed to practice medicine. In most cases, that will be limited to Pennsylvania. WellSpan does have some providers who are licensed in Maryland. Please contact your provider in advance in the event that you will not be in Pennsylvania at the time of your video visit.
Yes, both adults and children may have a video visit.
Yes. Contact your provider's office and ask them to schedule a "Welcome Visit" for you at your convenience. A "Welcome Visit" is a test video visit that we're happy to step through with you to assure that you'll be able to join your actual video visit successfully the first time.
Appointment Questions
- Option 1: Self-schedule a video visit by logging into your MyWellSpan account and selecting "Schedule an Appointment."
- Option 2: Contact your provider's office and ask to schedule a video visit.
IMPORTANT: As with an in-person appointment, please give 24 hours-notice to cancel.
- Find and click on your video visit appointment within your health feed on the home page of your MyWellSpan portal account, or in the visits section of your MyWellSpan portal account, and select the button to cancel.
- You may also call your provider's office and ask a staff member to cancel your video visit.
Troubleshooting
Contact MyWellSpan Customer Support at 866-638-1842, Mon-Fri 8 am to 8 pm, Sat 8 am to 12 pm.
Contact MyWellSpan customer support at 866-638-1842, Mon-Fri 8 am to 8 pm, Sat 8 am to 12 pm.
Contact MyWellSpan customer support at 866-638-1842, Mon-Fri 8 am to 8 pm, Sat 8 am to 12 pm.
- Check that you have a strong wireless connection or a good Internet connection.
- If others are actively connected to your wi-fi network and are playing video games or using streaming services, this may cause slowness in connecting to your video visit or periods of lag time during your video visit.
- Try moving into the same room as your Internet equipment (i.e. router/cable modem).
- Try plugging a network cord into your laptop or computer to connect directly to the Internet instead of connecting wirelessly.
- If your care team can't see you, make sure that your camera lens isn't covered.
- Check the video camera icon on control menu in the upper right corner of your screen.
- If it has line through it, that means that your video is paused.
- Click the camera icon to un-pause your video. It should look like this:
- If you can't hear your care team, try adjusting the volume on your speakers.
- If your care team can't hear you, check the microphone icon on control menu in the upper right corner of your screen. If it has line through it, that means that your audio is paused.
- Click the microphone icon to un-mute your audio. It should look like this:
