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. A downloadable version of the tips on this page is also available in this reference guide.
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
*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
Sample Text Message
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
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.
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 a.m. - 7 p.m. and Saturday 10 a.m. - 2 p.m. (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.
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:
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.
Hide/show participants small video windows
Chat with participants during the video call
Note: A flashing chat icon indicated you have unread messages
Select or change video and audio devices, and allows you to blur your video background
|4||Mute/unmute your audio|
|5||Switch your camera off/on|
End call and then select END
Clicking the next to the clients (your own) name provides the following video viewing options:
Desktop and Web Application:
Note: On the iOS application, you will not have any options for your own video. This means that you cannot pin and/or fill frame with your own video like you can on the desktop or web browser applications.
Clicking the next to the healthcare providers name provides the following video viewing options:
To exit this view, click the and select UNPIN.
Note: You can pin and/or fill frame other participants video (healthcare providers or guests) when joining your visit from the desktop, web browser, or iOS application.
Icon used to indicate all healthcare provider(s) on a given video visit
Note: The icon will be visible if joining your visit from the desktop, web browser, or iOS application.
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 a.m. - 7 p.m. and Saturday 10 a.m. - 2 p.m. (excluding Statutory Holidays).
General questions about the service? Send us an email: firstname.lastname@example.org.
Contact your provider’s office if you have questions about your appointment or need to reschedule.