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Video Visits Frequently Asked Questions

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What is a video visit?

A video visit is similar to an in-person doctor’s visit, except it takes place using a live video/audio connection from your smartphone, tablet, or computer. Your doctor can diagnose and treat many common conditions and prescribe medications if necessary. You’ll get the same quality medical care, but without having to travel to your doctor’s office.

What do I need to have a video visit?

  • A MyWellSpan account (New to MyWellSpan? Sign up 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, an up-to-date browser, including Internet Explorer, Safari, Chrome, and Firefox

Can I be anywhere during my video visit?

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.

IMPORTANT: At this time of COVID-19 response, WellSpan providers who are licensed in the state of Pennsylvania may facilitate video visits with patients who are located in the state of Maryland at the time of their video visit if they already have an established provider/patient relationship.

Can I have a video visit for my child?

Yes, both adults and children may have a video visit.


Video Visit How-To's

How do I start a video visit?

STEP 1:  Check Your Equipment (1-2 days prior to your video visit if possible)

STEP 2:  Complete eCheck-in (1-2 days prior to your video visit if possible)

STEP 3:  Join your visit (30 minutes prior to your video visit)

  • From your MyWellSpan app on your smartphone or tablet:
    • Click the “Appointments” icon.
    • Select your video visit from the list of appointments.
    • Click the Zoom icon located at the bottom of the visit information screen.
  • From MyWellSpan.org on your laptop or computer:
    • Click on the “Appointments” icon at the top of the MyWellSpan homepage.
    • Select “Upcoming and Past Visits.”
    • Click on your video visit appointment.
    • Click on the “Join Visit” button.
  • From  WellSpan’s Video Visit Webpage click the "Join Your Visit" button.

How do I schedule a video visit?

At this time, talk with your doctor to see if a video visit is right for you.  If it is, your doctor’s office can schedule a video visit for you.  In the future, you’ll be able to schedule your own video visit right from your MyWellSpan app on your smartphone or tablet, or from MyWellSpan.org on your laptop or computer.

How do I cancel my video visit?

IMPORTANT: As with an in-person doctor’s appointments, please give 24 hours-notice to cancel your appointment.

  • Sign in to your MyWellSpan app on your smartphone or tablet:
    • Click on the “Appointments” icon
    • Click on your video visit appointment from your list of appointments and select “Cancel Appt”
  • Sign in to MyWellSpan.org on your laptop or computer:
    • Click on the “Appointments” icon.
    • Select “Upcoming and Past Visits.”
    • Click on your video visit appointment and select “Cancel.”
  • You may also call your doctor’s office and ask a staff member to cancel your video visit.

Help and Troubleshooting

I’m having trouble logging into MyWellspan

Contact MyWellSpan Customer Support at 866-638-1842, Mon-Fri 8 am to 8 pm, Sat 8 am to 12 pm.

I’m having trouble with the Zoom and Equipment Test

Contact MyWellSpan customer support at 866-638-1842, Mon-Fri 8 am to 8 pm, Sat 8 am to 12 pm.

I’m having trouble with my eCheck-In

Contact MyWellSpan customer support at 866-638-1842, Mon-Fri 8 am to 8 pm, Sat 8 am to 12 pm.

I’m having problems connecting to my video visit

  • IMPORTANT: Your “Join Visit” button will not be active until 30 minutes prior to your appointment time.
  • 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 watching videos, 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 switching to a different Internet browser.
  • Try plugging a network cord into your laptop or computer to connect directly to the Internet instead of connecting wirelessly.
  • If you’ve tried the suggestions above and are still unable to successfully connect to your video visit, please call your doctor’s office to inform them.

I’m having video problems

  • Test your Zoom and equipment to ensure that your camera is working successfully.

  • Contact MyWellSpan customer support at 866-638-1842, Mon-Fri 8 am to 8 pm, Sat 8 am to 12 pm.

  • If your care team can’t see you, make sure that your camera isn’t covered and that your device has permission to access the camera. Check the video camera icon on your Zoom menu.  If it has line through it, click it and select join with video.

  • If you’ve tried the suggestions above and are still having video issues at the time of your video visit, please call your doctor’s office to inform them.

I’m having sound problems

  • Test your Zoom and Equipment to assure that your speaker and microphone are working successfully.
  • If you can’t hear the provider, try adjusting the volume on your speakers.
  • If your doctor’s office can’t hear you, make sure that your microphone isn’t muted and that your device has permission to access the microphone.  Check the mic icon on your Zoom menu. If it has a line through it, click on it and select join with device/internet audio.
  • If you experience an echo, try using headphones.
  • Contact MyWellSpan customer support at 866-638-1842, Mon-Fri 8 am to 8 pm, Sat 8 am to 12 pm.
  • If you’ve tried the suggestions above and are still having sound issues, please call your doctor’s office to inform them.
  • If your care team can’t see you, make sure that your camera isn’t covered and that your device has permission to access the camera. Check the video camera icon on your Zoom menu.  If it has line through it, click it and select join with video.