How to Join a Telehealth Video Visit: A Step-by-Step Guide

What do I do before my appointment?

About 10 to 15 minutes before your visit 1Ref 1U.S. Department of Health and Human Services (2023).What should I know before my telehealth visit?.HHS official patient guide to telehealth preparation: check your device and connection early, find a quiet and private space, know the cost, and ask about audio-only alternatives if video is not feasible.:

• Find your link. Check the confirmation email you received when you booked, or log in to your patient portal and look under "Upcoming Appointments." With Gale, your visit link is always in your portal.
• Test your device. Open the link on your phone, tablet, or computer. Most platforms will run a quick camera and microphone check automatically.
• Choose a private, well-lit spot. Sit near a window or lamp so your face is clearly visible. A quiet room helps your clinician hear you clearly.
• Have your ID, insurance card, and medication list handy for first-time visits, along with any questions you want to ask.
• Charge your device or keep it plugged in — video calls can drain a battery quickly.

How do I actually join the visit?

Click your appointment link at or slightly before the scheduled time. Your browser or app will ask permission to use your camera and microphone — click "Allow." If you skip this step, your clinician will not be able to see or hear you.

You will usually land in a virtual waiting room. Your clinician will admit you when they are ready, just as a nurse calls you from a real waiting room. If you wait more than a few minutes past your scheduled time, check that you are on a stable Wi-Fi or cellular connection and try refreshing the page.

During the visit, speak normally, look toward your camera (not your own image on screen), and let your clinician know if you cannot hear them clearly. Most platforms have a chat box if audio is cutting out.

What if something is not working?

Camera or mic not working: Close other apps that might be using your camera (Zoom, FaceTime, etc.), then refresh the page and allow access again.

Poor video quality: Move closer to your router, switch from Wi-Fi to a mobile hotspot if your Wi-Fi is slow, or ask someone on the same network to pause streaming. The HHS telehealth guidance notes that a 4G or 5G mobile hotspot often delivers more stable connections than slow broadband, and many telehealth platforms also support audio-only visits when video is not feasible 1Ref 1U.S. Department of Health and Human Services (2023).What should I know before my telehealth visit?.HHS official patient guide to telehealth preparation: check your device and connection early, find a quiet and private space, know the cost, and ask about audio-only alternatives if video is not feasible..

Cannot find your link: Check your spam folder. Log in to your patient portal directly. If still stuck, call the practice's front desk — they can resend the link or switch you to a phone-audio-only visit in most cases.

The link asks you to download an app you do not want: Try opening the same link in a different browser. Chrome or Safari work for most telehealth platforms.

What happens after the visit ends?

Your visit summary, any orders, and follow-up instructions will appear in your patient portal within a short time after the appointment — usually the same day. Prescriptions are sent electronically to your chosen pharmacy. If you do not see a summary within 24 hours, send a portal message to your care team.

Federal patient-access rules mean that notes and after-visit summaries are generally available to you promptly through your portal at no charge 2Ref 2Office of the National Coordinator for Health Information Technology (ONC) (2020).21st Century Cures Act: Interoperability, Information Blocking, and the ONC Health IT Certification Program (Final Rule, 45 CFR Part 171).Federal information-blocking rule requires that practices make after-visit summaries and health information available to patients promptly at no cost..

Telehealth on behalf of a family member or child

A parent or legal guardian can typically join a telehealth visit on behalf of a minor child or a dependent adult. For children, make sure the child can be seen clearly during any visual assessment — help them sit near the camera and in good light.

For adults joining on behalf of an elderly parent or another adult with limited tech ability, most platforms allow a caregiver to share a screen or join from the same device. Confirm with the practice ahead of time whether a caregiver joining in-person with the patient while the clinician is remote requires any special setup.

If you have a language access need — an interpreter or translated materials — contact the practice before the visit to arrange this. Federal law requires that most health care providers offer language assistance for patients with limited English proficiency, and most telehealth platforms can add a telephone interpreter to an ongoing call 1Ref 1U.S. Department of Health and Human Services (2023).What should I know before my telehealth visit?.HHS official patient guide to telehealth preparation: check your device and connection early, find a quiet and private space, know the cost, and ask about audio-only alternatives if video is not feasible..