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Virtual visits
Virtual visits 2.0 (with Pathways enabled)
Pathways and Virtual visits frequently asked questions
Pathways and Virtual visits frequently asked questions

See our frequently asked questions around virtual visits

Updated over a week ago

What is a virtual visit?

Virtual visits are the key functionalities within the TELUS Collaborative Health Record (CHR) that enable you to digitally engage with your patients.

Virtual visits are conducted directly within your patient's chart, allowing for ease of documentation, access to information, and optimization of your clinic workflow.

What are some of the many different ways that you can digitally engage with your patients through virtual visits?

  • Instant messaging

  • Assigning tasks to patients

  • Engaging in secure audio calls

  • Communicating through secure video calls

Are virtual visits secure?

Just like all features within the CHR, virtual visits follow the rigorous standards of our terms of services with built-in data encryption. This means that the data transmitted between the website and the servers are transmitted over a secure connection (https), which is encrypted for you and your patients’ security. By doing this, other network providers will not be able to read or intercept any of your communication conducted through a virtual visit.

Can I send a virtual visit notification to my patient?

Yes. The patient automatically receives an email 5 minutes before the scheduled appointment time, but you can also send an invitation from the Pathway at any time.

Can I conduct a virtual visit for a patient without an appointment?

Yes. You must manually add the patient to a Pathway phase, and start the virtual visit. For more information, see Starting an unscheduled virtual visit.

Can I start the virtual visit before the scheduled appointment time?

Not unless the patient has signed in. If it is before the appointment time and the patient has not yet checked in, you can only use the chat functionality. If you Start Video Chat before the patient has signed in, when they do sign in they are not prompted to accept a call from you and your screen will show Waiting. You will not be able to see or hear each other.

I'm running late. Can I start the virtual visit after the scheduled time?

Yes. As long as the virtual visit is in a Pathway phase, and the patient has signed in, you can start the visit.

Can I change an appointment to a virtual visit after the appointment has started?

Yes, but you must manually add the appointment to the Pathway. For more information, see Manually adding a patient with an appointment to a Pathway. The patient will receive a virtual visit email invitation shortly after you change the appointment to a virtual visit.

Can a patient have a family member attend the visit with them for support?

Only if they are in the same physical location. Two people cannot use the same virtual visit email link and access code to join the visit.

How do I know when a patient is ready for a virtual visit?

Patient readiness for the virtual visit can be viewed within the virtual visit panel in the patient chart. This includes if they are logged in, confirmation of their consent, and if they have access to the camera and microphone.

💡 Tip: You can see how long the patient has been waiting.

Can I see the patient on the screen and make notes in their chart at the same time?

Yes. By default, the virtual visit opens in a thumbnail view in the left pane of the chart.

Can I change the size of my video screen?

The initial video screen is embedded in the left-hand panel to allow you to prioritize the view of your patient chart. However, if you wish to maximize your video screen, you can easily do so by clicking the maximize button in the top right corner. This will open up the video in the middle of your screen and you will be able to manually resize and move the box to any location on the screen that suits you.

📌 Note: The X (close icon) in the above video does not close the virtual visit. It simply moves the screen back to the left-hand panel.

Are there instructions for the patient?

Yes. See Attending a virtual visit with your provider (for patients) for complete instructions for patients joining a virtual visit.

Are there any further tips for an optimal experience when using virtual visits?

For virtual visits to function well for both the practitioner and the patient, ensure the following has been set up prior to beginning a virtual visit:

  1. When using a laptop or desktop computer, ensure that both parties (patient and healthcare provider) are using the latest version of Google Chrome. If the patient is using an iOS mobile device, they must use Safari. For more information, see Requirements for using virtual visits.

  2. Close all other applications that may use your camera (e.g. Skype, Facetime, Google Hangouts, Zoom, GoToMeeting).

  3. Before starting a virtual visit close all other programs on your computer to prevent them from making your computer slower during the session.

💡 Tip: Refresh your screen if you encounter any errors. The patient should be advised to do the same.

Updated December 24, 2021

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