Attending a BC Virtual Visit Appointment

We want your BC Virtual Visit appointment to be a success. This page contains steps for joining your scheduled BC Virtual Visit appointment and testing your connection.  

Tips to Ensure a Successful Appointment

Before your virtual visit appointment

The BC Virtual Visit appointment link you receive contains a unique link just for you. Please DO NOT forward your invitation, as only one person may join using this link. If others try to join using the same link, their audio and video will be blocked.

If you plan for family members or supports to accompany your virtual visit from a different location, please provide their email or phone number to your healthcare provider in advance or have it available at the time of your visit. Your healthcare provider will be able to invite them from within your video visit.

Your device should be no more than five years old and running the latest operating system. Your computer, laptop, tablet or smart phone needs to have a camera, microphone and speaker. Your device will support BC Virtual Visit appointments if you are able to:

  • Watch a video on YouTube® or Netflix®, and
  • Use Skype®, FaceTime®, WhatsApp® video call or any other video platform

Your virtual visit may require you to download our virtual care application. Ensure you have the required application for your chosen device prior to your appointment.

At the time of your virtual visit appointment

  • Join your appointment 5-10 minutes ahead of time to allow time to test your connection and get technical help if needed. 
  • Have your BC Services Card or driver's license with Personal Health Number (PHN) available to confirm your identity.
  • Your provider will join you when they are ready to start your appointment.
  • Do not navigate away from the waiting room or lock your device while waiting to be connected. If your device goes to sleep or is locked while you wait, you may need to join again from your original invitation.
  • Sit a few feet (one meter) away from your camera, and avoid bright lights or other distracting objects behind you. 
  • Plug-in mobile devices and tablets to ensure you don’t run out of battery power during your consult. 
  • Be aware of your data plan. Using virtual care tools on a cellular connection may result in extra charges from your telecommunications provider. We recommend connecting to your home Internet.

How to participate in a BC Virtual Visit Appointment

How to participate in a BC Virtual Visit appointment on a computer or laptop

How to participate in a BC Virtual Visit appointment on a mobile device

 

Step 1. Email or SMS notification

You will receive an appointment invitation via email or SMS text message that contains appointment information and a link to your scheduled appointment.

Click the ENTER WAITING ROOM link to join the virtual waiting room

*Remember to use a supported browser: ChromeFirefox, Edge or Safari; Internet Explorer is not supported and will not work. 

*If you do not have the BC Virtual Visit app on your device, you will be prompted to download it at this point. See Downloading the BC Virtual Visit App for more information. 

Sample email invitation

Patient Invitation Email May 2022.png

Sample Text Message

Patient Invitation SMS May 2022.png

Don’t see the email? Check your junk or spam folders. 

Do not share your BC Virtual Visit email/SMS invitation with others. This is intended just for you to access your appointment. 

Step 2: Test your audio, video and internet connection

Click "check-in".

bcvv-checkin.png

Testing your connection on a desktop or laptop

Before being placed into the Virtual Waiting Room, you will be promoted to test your audio, video and internet connection to ensure your device is ready to go. You may see a prompt to allow access to your camera and microphone, select “Allow”. Your audio/video and internet connection is good if:

A) You can see yourself in the video window.
B) When you speak, you see a green line lighting up. 
C) Your connection is stable if you see a green check mark next to the Connectivity Test after a few moments. 

myvirtualvisit-audio-video-successful-connection.JPG

If you need to change your video or audio source, use the dropdown menu next to the camera and microphone icon. 

If all tests are successful, click "Proceed" to enter the waiting room.
If you require support, please contact the Patient Virtual Healthcare Tech Support Desk at 1-844-442-4433 available Monday to Friday 7 am - 7 pm and Saturday 10 am - 2 pm (excluding Statutory Holidays). 

Testing your connection on a mobile device (iPhone/iPad)

Click "Test Connection". Your connection is successful if you can see yourself in the video window. Once the connectivity test has been completed a message will display indicating the quality of your network is good for a video call.

ios-patient-pre-call-diagnostics.png

Step 3. Virtual Waiting Room

You are now in the Virtual Waiting Room, your provider will connect shortly.

Keep this window open! Do not close your browser, navigate away or lock your device while you wait for your provider to connect.

Here's what the waiting room looks like:

virtual waiting room May 2022.png

Step 4. Virtual Appointment Begins

During Your Appointment 

  • Your provider will ask you to identify yourself, and any other people that may be attending the appointment with you.
  • For your safety, your provider may ask for your address or location at the start of your appointment.
  • If you feel uncomfortable with the virtual visit at any time, please tell your provider.  Your appointment can be rescheduled to happen over the telephone, in a telehealth room, or in-person.  

Here is an example of what your screen will look like when your provider joins you in the Virtual Waiting Room along with the features that you have access to.

BC VIrtual Visit Patient View with Features.png

Feature 1.png

Hide/show participants small video windows

Feature 2.png

Chat with participants during the video call

Note: a flashing chat icon indicated you have unread messages

Feature 3.png

Select or change video and audio devices, and allows you to blur your video background

Patient AV Settings.png

Feature 4.png Mute/unmute your audio
Feature 5.png Switch your camera off/on
Feature 6.png

End call and then select END

Patient End Call.png

Feature 7.png

Clicking the Ellipses Icon.png next to the clients (your own) name provides the following video viewing options:

  1. Clicking FILL FRAME will fill your screen with your own video. To exit this view, click the Ellipses Icon.png again and select FIT VIDEO.
  2. Clicking PIN will ensure your video stays on the screen. TIP: Pin a second participant such as the healthcare provider for a side by side video view. To exit this view, click the Ellipses Icon.png and select UNPIN. 

Patient Ellipses Options.png

Feature 8.png

Clicking the Ellipses Icon.png next to the healthcare providers name provides the following video viewing options:

Provider Ellipses Options.png

  1. Clicking FILL FRAME will zoom in on the healthcare provider and fill your screen with their video. To exit this view, click the Ellipses Icon.png again and select FIT VIDEO.
  2. Clicking PIN will ensure your healthcare provider's video stays on the screen. TIP: Pin a second participant such as a second healthcare provider, a family member, or yourself for a side by side video view as shown below:

Pinning Feature.png

         To exit this view, click the Ellipses Icon.png and select UNPIN. 

9.png Icon used to indicate all healthcare provider(s) on a given video visit

    What to do if your appointment is accidentally disconnected  

    If you end the call by mistake, click the link in your appointment email or SMS text message to re-join.  If that doesn’t work, contact your provider’s office and ask them to send you another appointment invitation.

    If your provider ends the call by mistake, stay in the Virtual Waiting Room until they re-join.

    Technical Support and General Inquiries

    For urgent help with your connection, joining your appointment or even finding your appointment email, please contact the Patient Virtual Healthcare Tech Support Desk at 1-844-442-4433 available Monday to Friday 7 am - 7 pm and Saturday 10 am - 2 pm (excluding Statutory Holidays).

    General questions about the service? Send us an email: virtualcare@islandhealth.ca.

    Contact your provider’s office if you have questions about your appointment or need to reschedule.

    General Information on Attending a BC Virtual Visit Appointment

    Referral Required?
    Not required

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