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Frequently Asked Questions About Scheduled Video Visits

Scheduled Video Visits should NOT be used for emergencies. In the event of an emergency, call 911.

General Questions

Cost and Insurance

Equipment and Hardware

 

General Questions

What is a Scheduled MyChart Video Visit?

It is a safe and secure scheduled video and audio enabled appointment with your Henry Ford healthcare provider from your tablet, smartphone or video-enabled laptop/computer accessed from your Henry Ford MyChart patient portal. You will be able to see, hear, and speak to each other and will receive the same level of quality care, security, and professional attention as an in-person appointment.

When are MyChart Video Visits available?

Scheduled appointments are generally available during regular office hours. Call your Henry Ford primary or specialty care provider practice or call (313) 876-7951 to request a MyChart Video Visit.

How does a Scheduled MyChart Video Visit work?

  1. Open the MyChart app on your device or website from computer/laptop and log in to your Henry Ford MyChart account.
  2. Choose appointment icon and select scheduled appointment with your doctor.
  3. Click “Begin Visit”. You will be redirected to VidyoConnect App (or to the App Store or Google Play Store to download VidyoConnect App).
  4. Join the call, agree to any terms and conditions and privacy policy, as well as any prompts to allow your microphone, camera and speakers.

For optimal video viewing quality for you and doctor, please hold your mobile device horizontally (on its side).

Watch this video for more detailed instructions.

What is required to have a MyChart Video Visit?

  • Active Henry Ford MyChart account. Don’t have a MyChart account? Sign up here.
  • iOS 15.5 is required for Apple devices. OS 9.0 or higher is required for Android devices.
  • Windows PCs and MAC computers: To connect with a computer, you will need internet access and one of the following web browsers: Google Chrome, Safari or Edge. Internet Explorer is no longer compatible.
  • Mobile devices may use the MyChart mobile app as well as the VidyoConnect App. These apps can be installed from the Apple App Store or the Google Play Store. MyChart and VidyoConnect can also be accessed from the preferred browser on your mobile device.
  • Ensure your device privacy settings allow access to your camera and microphone, and test your camera and microphone are working and volume is up
  • Reliable WiFi or cellular service

If you have a friend or family member who is more comfortable with technology, consider asking them to help you prepare for your visit.

How far in advance should I log into my scheduled MyChart Video Visit?

If this is your first time doing a video visit, start at least 20 minutes earlier than your scheduled appointment. That way you will have enough time to download any necessary applications/updates and to complete any pre-visit forms.

Do I need to provide photo identification to use this service?

Yes, you will need a valid form of photo identification. Acceptable forms of identification include:

  • The photo already loaded in MyChart
  • Driver's license
  • Military identification
  • Passport
  • State issued identification card

Will I receive notes or an after-visit summary about my visit?

Yes, your after-visit summary will be available through MyChart in your past appointments.

Can my children be treated through video visits?

Yes, please contact your child’s provider for specific details regarding MyChart Video Visit appointments.

If your child is under 14 years old, you will have to add your child to your MyChart account using proxy access. Children 14 years or older must have their own Henry Ford MyChart account.

Can I get a prescription filled?

Yes. Please contact your primary or specialty care provider for specific information and scheduling a MyChart Video Visit regarding your prescription refills.

Where can I do a MyChart Video Visit?

Find a quiet, distraction free, well-lit space with a good WiFi connection where you can discuss private matters.

Due to state medical licensure restrictions, providers may not be able to see patients located in certain states. MyChart Video Visits are currently available to patients located within the State of Michigan at the time of the visit (provider maybe medically licensed in additional states).

What is the difference between an E-Visit and a MyChart Video Visit?

MyChart Video Visits offer the opportunity for a scheduled appointment with your Henry Ford Primary or Specialty Care doctor in real time using a computer with a webcam or video-enabled mobile device.

E-Visits involve completing an online questionnaire, submitted to a Henry Ford doctor, via your MyChart Patient Portal to receive a treatment plan. Learn more about E-Visits.

Both virtual health services are not for emergencies.

How is a Henry Ford Scheduled MyChart Video Visit different than an On Demand Video Visit?

Scheduled MyChart Video Visits are pre-scheduled appointments with your primary or specialty care doctor. They are accessed through MyChart in your future appointment tab.

On Demand Video Visits give you the option to place yourself in line for the next available Henry Ford Primary Care doctor. This option can be accessed through MyChart as “Video Visit On Demand”.

What if I have a follow up question or concern?

Log in to your Henry Ford MyChart account and send your doctor a secure message.

How do I prepare for a scheduled MyChart video visit?

  • Find a quiet, distraction free, well-lit space with a good WiFi connection where you can discuss private matters
  • If you are using the mobile app, make sure your device has the latest updates
  • Ensure your device privacy settings allow access to your camera and microphone, and test your camera and microphone are working and volume is up
  • Make sure your device is plugged in or fully charged
  • Write down or have the (313) 876-7951 close at hand for troubleshooting support
  • Have your photo ID ready along with insurance information

Cost and Insurance

What is the cost?

Most insurances cover the cost of a video visit, including Medicare and Medicaid. Co-pays, deductibles and co-insurances may apply. If your insurance does not cover the cost, you will be responsible for any resulting office visit fees. Talk with your insurance provider for more information.

How do I pay for my visit?

You will be billed for co-payment, co-insurance or insurance deductibles. These can be paid through Henry Ford online bill pay.

Do I need health insurance to participate in a Scheduled Video Visit?

No, if you don’t have insurance you will be billed for any resulting visit fees.

Can I use my HSA/FSA account?

Yes.

Equipment and Hardware

What is required for MyChart Video Visit?

  • Active Henry Ford MyChart account
  • Mobile device (tablet or smartphone) with iOS 15.5+ (iPhone) or Android 10.0+ or computer/laptop with web camera
    • Windows PCs: To connect with a computer, you will need internet access and one of the following web browsers: Google Chrome, Safari, or Edge.
    • Mobile devices: For Apple iOS and Android devices, you will need the MyChart mobile app installed and configured for Henry Ford Health. You’ll then need to download the VidyoConnect App. The apps can be installed from Apple's App Store or the Google Play Store.
  • Ensure that your device has a working camera and microphone/speakers
  • Reliable WiFi or cellular service

If you have a friend or family member who is more comfortable with technology, consider asking them to help you prepare for your visit.

Can I use the MyChart web version for video visit on my laptop/desktop?

Yes, you can use the web version of MyChart. Be sure you have a web camera connected to your desktop or laptop computer.

Can I use the MyChart web version for video visit on my mobile device?

Yes, you can use the web version of MyChart on your mobile device. An additional download of the VidyoConnect mobile app is required.

Is my visit private and secure?

Yes, Henry Ford MyChart and all Henry Ford video visits are HIPAA compliant, encrypted for maintaining patient privacy. We also recommend that patients conduct their visits in a quiet and private place.

What if I failed the Tech Check Test OR have technical difficulties when it’s time to begin my video visit?

My camera or microphone isn’t working, what should I do? Here are a few troubleshooting steps to try:

  • Restart your device
  • Close out of all applications running in the background of device
  • Check to see if your camera and microphone permissions are set properly
  • Check if your microphone is muted or another microphone is being used
  • Check to see if your volume is low
  • Check if you are using the correct camera
  • Check if your browser or app is up-to-date
  • Refresh your web browser
  • Try to use another browser
  • Check if your antivirus software or firewall is blocking
  • Delete and reinstall your MyChart or VidyoConnect application

What happens if the connection is slow or disrupted OR you fail your internet speed connection test during the Tech Check Test?

  • Check your internet connection speed; if your WiFi is slow, consider switching to a wired connection or using cellular data
  • Try switching to a different device/browser
  • Disconnect and reconnect to video visit
  • Exit out of all programs running on your device (i.e. Word, Powerpoint, Email, Mobile Apps)
  • Exit out of all internet tabs in your browser running on your laptop

How do I check or update my audio and video permissions?

  • To check whether your privacy settings allow apps to access your camera and microphone (NOTE: Exact steps may differ based on the device/version):
    • iPhone: Settings > Privacy – Check that Microphone and Camera are turned on.
    • Android: System > Apps & Notifications > App Permissions – Check that Microphone and Camera are turned on for app
    • Windows: Settings > Privacy > Toggle Microphone & Camera to On
    • Mac/OSx: System Preferences > Security & Privacy > Privacy > Camera / Microphone –Click checkbox to allow permissions

Further technical support is available by calling (313) 876-7951, Monday through Friday from 6:30 a.m. - 7 p.m.

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