Virtual Visits at UHN

ALERT CONTENT PLACEHOLDER

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What to expect if you have been scheduled for a telephone or video visit with your care team at UHN


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What is a virtual visit?

During a virtual visit, you do not come to the hospital to meet in person. Instead, you speak with your care team using a regular phone, smartphone, tablet or computer.

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Why is UHN offering virtual visits?

Virtual visits are not new. UHN and health care teams across Ontario have been using virtual visits for some time. We are using virtual visits more often at UHN to reduce how many people come to the hospital. This is to protect our patients, staff and the community from the spread of COVID-19.

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What happens during a virtual visit?

Your health care team talks to you about your current health status, any symptoms you are experiencing and your needs. If your care team feels that an in-person visit is needed instead of a virtual visit, they will discuss your options and next steps with you.

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How will my virtual visit be booked?

Your care team may call you to discuss changing your upcoming appointment to a virtual visit.

  • They will talk to you about options for virtual care. This may include offering a phone call or a video call using secure, private, and confidential software.
  • They will give you instructions on how to prepare.
  • They will also ask for your verbal consent for the upcoming appointment.
  • They will let you know the day and time of your virtual visit and confirm they have your preferred contact information.

The decision on which type of virtual visit you have will be made based on your care needs and the technology you and the clinic have access to.

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How can I tell what appointments are virtual visit?

If you use myUHN Patient Portal:

  • Phone or video visits may appear as
    • Telephone Appointment
    • Microsoft Teams Video Visit
    • Microsoft Teams Group Video Visit
    • OTN Invite Virtual Visit
  • Your clinic will contact you to explain how the virtual visit will work.

myUHN Patient Portal lets you see changes to your appointments and access your results and reports online. If you don't use myUHN Patient Portal and would like to, contact the myUHN Support team by:
Phone: 416 340 3777 or
Email: myuhn@uhn.ca

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What can I expect during my virtual visit?

Phone visit

  • Your care team will call you within 1 hour of the scheduled time.
    • A call from a UHN number may appear as a 'UNIV HLTH NTWK' or Unknown Caller or No Caller ID. Please answer if you are expecting a call from your care team to be sure that they can get in touch with you.
  • You and your care team talk about how you're feeling, your questions and next steps in your care plan.

Video (video conference) visit

  • You will receive an email with a link to use and instructions on how to connect with your care team at a scheduled time.
  • You and your care team will talk about how you're feeling, your questions and next steps in your care plan.
  • UHN uses secure video conferencing tools.
  • Personal health information discussed during video conferencing visit is not stored or kept by the software or service in any way.
  • If you or your provider have any trouble with the video or audio on your devices, your care team will call you on the phone to complete your appointment.

What is Microsoft Teams?

  • Microsoft Teams is one of the tools that UHN uses for virtual visits.
  • You will receive an email with the appointment link and information to join your Microsoft Teams virtual visit.

Learn more about preparing for a visit using Microsoft Teams »

What is the Ontario Telemedicine Network (OTN)?

  • Ontario Telemedicine Network (OTN) is one of the tools that UHN uses for virtual visits. OTN is secure and private (encrypted).
  • If you agree to participate in a virtual visit, UHN will need to provide OTN with your name and email address. Your care team will schedule your virtual visit with OTN.
  • You get an email from do-not-reply-otninvite@otn.ca
    • Do not reply to the email or send the video conference link or appointment email to anyone.
  • This email contains your care provider's name and the date and time of your virtual visit.
  • It will also have a link to access your appointment and instructions on using OTN.

Please call your care provider's office if you have any questions regarding your OTN appointment or if you do not receive this email from OTN.

Learn more about preparing for an OTN visit »

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Email consent and safety
  • UHN may also send you appointment information and other general information by email or text, if you have consented to receive information in this way.
  • Please do not send emails for urgent symptoms, questions or in an emergency. If you have an urgent medical issue, please call 911 or visit an Emergency Department or Urgent Care Centre.
  • Some care areas may send you a follow-up survey after your appointment by email or text. This is to help us to improve the quality of care we deliver. They should let you know about this during your appointment, so check with them that they have your preferred contact details.
    • If you receive a link to a survey and are not sure if it is coming from your care team, please call them to check before clicking on any links.

Electronic communication, including virtual visits and email, may have some risk. Third parties may take over electronic communication and introduce malware, phishing scams, or other unauthorized access.

UHN is not responsible for the security of patients' internet service providers, email domains, personal devices or personal computers.

We suggest that you use your personal email when communicating about your health and not a work email address, as your employer may have the right to inspect your work email.

Use a secure internet connection. Do not use a public internet connection such as at the airport internet café, public library or other open area. Other people may be able to use the link to listen in on your appointment without you knowing.

For more information on how to protect yourself against security risks associated with electronic communication, read this article on UHN.ca: Don't let a phishing attack reel you in.

Protecting your privacy

Your privacy is very important to us at UHN. We protect your privacy during virtual visits in the same way as we do during a clinic visit.

This means:

  • Only the people providing care to you will be present during your appointment.
  • Our discussion during the visit will be documented in your health record, just like an in-person appointment would be.

We suggest that you take similar steps to protect your own privacy. This means being aware of your surroundings and who may be able to overhear your virtual visit.

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Can I decline a virtual visit or change my mind?

You can decline or withdraw your consent for virtual visits or communication using email or text, at any time by contacting your care provider. Please know that this may lead to delays in your care during this challenging time, as only urgent in-person appointments are being offered in our clinics right now.

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Can I access an interpreter during my virtual visit?

Interpretation services are available for all virtual visits. Let your health care team know before your appointment if you need an interpreter.

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Where can I go to ask virtual care questions?
  • Phone: 416 340 3777 or
  • Email: myUHN@uhn.ca
  • Hours: Monday - Friday, 9:00 am - 5:00 pm

Our team is ready to help you with answers to the following questions:

  • General inquiries about virtual care
  • How to prepare for a virtual visit, including hardware or software requirements
  • Clarifying virtual care appointment information in myUHN or appointment reminders
  • Microsoft Teams inquiries, as it pertains to conducting virtual visits
  • Digital literacy support, including technical virtual care troubleshooting
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Where can I learn more about virtual visits?

Ontario Telemedicine Network
Website: https://otn.ca

Microsoft Teams
Brochure: Virtual Visits at UHN using Microsoft Teams: a quick guide 

UHN Privacy Office
Phone: 416 340 4800 ext. 6937

myUHN Patient Portal Support Team
Phone: 416 340 3777
Email: myuhn@uhn.ca

Visit the myUHN Patient Portal YouTube Channel for helpful tips.

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OTN Visits from Home


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I don't know where my virtual visit is being held.



You will have an online appointment, or a virtual visit, with your care provider using the Ontario Telemedicine Network (OTNhub). OTNhub is a free software that is secure, private and confidential. There is no cost to you for using this software for your virtual visit. This guide was designed to help you prepare for your virtual visit (which OTN calls an eVisit).

If you have any questions about your appointment or need to change or cancel it, please contact your UHN clinic directly.

What do I need for an OTNhub virtual visit?

1. A device and videoconferencing tools

You can use:

  • a desktop computer
  • a laptop
  • a smartphone (iPhone or Android), or
  • a tablet (iPad or Android)

Your device must have:

  • a camera
  • speakers, and
  • a microphone

(Or you can use a headset that has speakers and a microphone.)

2. An internet connection

You will need a private and stable internet connection.

3. A valid Ontario health card

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How can I prepare for my virtual visit?

A few DAYS BEFORE your scheduled virtual visit:

1. Check your email for the appointment invitation

The appointment (eVisit) invitation will be sent to you from:

  • your care provider, or
  • do-not-reply-otninvite@otn.ca

It will have the subject line: "Video eVisit Invitation – Event ID". It will include instructions on how to connect at the time of your appointment.

Note: Check your spam or junk folder if you do not see this email in your inbox.

2. If using a smartphone or tablet: download the mobile app

  1. Click either the iOS (Apple) or Android link in your email invitation. You will be redirected to the App Store or Google Play.
  2. Download the Pexip Infinity Connect app to your smartphone or tablet.
  3. You will need to allow access to your camera and microphone.

Note: If you do not want to download the mobile app, you can also join the meeting on a computer/laptop using Google Chrome or Firefox browser. Other browsers (Explorer, Safari) will not work.

3. Test your device settings and connection

  1. Click the "test your device" link in the email invitation. You will be redirected to the OTN webpage.
  2. Follow the instructions provided on the webpage.

Experiencing technical issues before your appointment? Contact your clinic so you can discuss using a different platform for your virtual appointment.


At least 15 MINUTES BEFORE your scheduled virtual visit:

1. Get your health card

  • Make sure you have your valid Ontario health card with you.

2. Prepare for and join the OTNhub appointment

  1. Find a private, quiet place with a strong internet connection.
  2. Open the appointment invitation in your email.
  3. Click Start eVisit.
  4. Turn your camera and microphone on so that your care provider can see and hear you.
prepare and connect to OTNhub  

More information about OTNhub virtual visits is available at: https://otn.ca/video-visit-help/Content/Home.htm.

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How can I protect my privacy?
  • Make sure the email invitation came from your care provider or do-not-replyotninvite@otn.ca.
  • Do not reply to the invitation email. If you have questions about your appointment, call your clinic.
  • We will never ask you to disclose any personal or sensitive information by email.
  • During your virtual visit, use a private, secure internet connection and location. Never use videoconferencing for healthcare appointments in a public place or using public Wi-Fi, such as at an airport, café, or other open area.
  • Tell your care provider if:
    • you have shared the invitation email or invitation link with anyone else
    • there is anyone else in the room with you during your visit
  • For your privacy, and the privacy of your care provider, please do not record the audio or video of your virtual visit.

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What is an OTN Hosted Site Visit?







What is an OTN Hosted Site Visit?

An Ontario Telemedicine Network (OTN) Hosted Site Visit is like a regular in-person appointment, except you will see your healthcare provider on a TV or computer screen.

Instead of travelling to one of our hospitals, you will go to an OTN Hosted Site in your own community or a location that is closer to your home to meet with a UHN healthcare provider through a video appointment.

There are more than 1,400 OTN sites across Ontario. These are often in hospitals, community health centres, family health team offices, and other community agencies. You can find the location that is closest to you by calling OTN at 1 866 454 6861.

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How do I request an OTN Hosted Site Visit?

You may be able to have a virtual appointment through an OTN hosted site instead of coming to your UHN healthcare provider's clinic. This can be arranged by requesting it when you receive a call to book your appointment.

After you and your healthcare provider determine that a virtual visit at an OTN site near you is appropriate, UHN will schedule the OTN Hosted Site Visit. If you are not sure an OTN Hosted Site Visit is the right choice for you, this brochure may help you decide .

The UHN Virtual Care team will inform you of the date, time and location of your appointment.

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What should I expect during an OTN Hosted Site Visit?

Go to the OTN Hosted Site on the day of your appointment. Arrive at your Site at least 20 minutes early to register.

Every OTN Hosted Site has a unique process that will take place before your appointment begins. You may be asked to sign in at reception and a Telehealth Coordinator (often a nurse) may explain what will happen during your visit. The Telehealth Coordinator will bring you to a private room with a screen or monitor for your appointment. They may ask you some basic questions about your health. A physical assessment will be done if needed, like checking your weight or blood pressure.

Your healthcare provider will meet you by video and talk about your health concerns and questions. The healthcare provider will be in a private room at UHN.

Your Telehealth Coordinator will usually stay with you during your appointment to help you and your healthcare provider. The Coordinator may use equipment such as a digital stethoscope to allow your healthcare provider to hear your heart and lung sounds or a camera to get close-up views to help your healthcare provider to see in more detail.

Remember to bring a list of your questions, your medications, and any forms that are requested by your healthcare team.

After your appointment, your team may schedule a follow-up appointment, provide a prescription, or order a test as needed.

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What if I live outside of Ontario?

You are encouraged to contact your UHN clinic or local healthcare providers for more information regarding the virtual care visit options available in your province.

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How will my privacy be protected?

Privacy is very important to us. We use a secure network connection for all virtual care services to ensure that your appointment is private and confidential. Your privacy is ensured by both UHN and the Ontario Telemedicine Network (OTN).

Just like at your local doctor's office, you will be in a private room for your virtual appointment. A Telehealth Coordinator may stay with you during your appointment to help you and your healthcare provider. Your healthcare provider will also be in a private room at UHN, and you will be introduced to everyone who is present in the room. Your visit will not be recorded.

You can read more about OTN Hosted Site visits. You can also learn more about Privacy at UHN.

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Who do I contact for more information about OTN Hosted Site Visits?

For more information on how to arrange an OTN Hosted Site Visit please contact your UHN clinic.

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I don't know where my virtual visit is being held.



You will have an online appointment, or a virtual visit, with your care provider using Microsoft Teams (Teams). Teams is a free software that is secure, private, and confidential. There is no cost to you for using this software for your virtual visit. This guide was designed to help you prepare for your virtual visit.

If you have any questions about your appointment or need to change or cancel it, please contact your UHN clinic directly.

What do I need for an Microsoft Teams virtual visit?

1. A device and videoconferencing tools

You can use:

  • a desktop computer
  • a laptop
  • a smartphone (iPhone or Android), or
  • a tablet (iPad or Android)

Your device must have:

  • a camera
  • speakers, and
  • a microphone

(Or you can use a headset that has speakers and a microphone.)

2. An internet connection

You will need a private and stable internet connection.

3. A valid Ontario health card

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How can I prepare for my virtual visit?

2 days before your scheduled virtual visit:

Check your email for the virtual visit check in notification

  • The email will be called "Check In for your Upcoming Virtual Visit"
  • The notification will be sent from an email address ending with @uhn.ca
  • It will include:
    • the date of your appointment
    • an invitation to check in online
    • the link to join your Teams video appointment

Note: Check your spam or junk folder if you do not see this email in your inbox.

Need help before your virtual care appointment?

Please contact us using the phone or email details below:

Phone: 416 340 3777 or
Email: myUHN@uhn.ca
Hours: Monday-Friday, 9:00 am - 5:00 pm

Our team is ready to help you with answers to the following questions:

  • General inquiries about virtual care
  • How to prepare for a virtual visit, including hardware or software requirements
  • Clarifying virtual care appointment information in myUHN or appointment reminders
  • Microsoft Teams inquiries, as it pertains to conducting virtual visits
  • Digital literacy support, including technical virtual care troubleshooting

Up to 15 minutes before your scheduled virtual visit:

1. Get your health card. Make sure you have your valid Ontario health card with you, if you have one.

2. Prepare for the Teams video visit using the email link or from myUHN Patient Portal.

To join using the email link:

  • Find a private, quiet place with a strong internet connection.
  • Open the virtual visit check in notification in your email.
  • Click "this link"
screenshot of email link

To join from myUHN Patient Portal

  • Find a private, quiet place with a strong internet connection.
  • Log in to your myUHN Patient Portal account.
  • Open the Teams appointment from the Visits page.
  • Click "Join Video Appointment"
Login to myUHN to join appointment

Note: The meeting will open in your web browser, please use Google Chrome, Microsoft Edge, or Safari for the best experience. Internet Explorer and Samsung Internet will not work.

3. Join your Teams video appointment when your health care provider has joined the video.

  • Type your name and click "Get started".
  • Turn your camera and microphone on so that your care provider can see and hear you and click "Join meeting lobby".
Join the meeting

Tips for Using Microsoft Teams

Videoconferencing Controls

  1. Camera: Click to turn your camera on or off.
  2. Microphone: Click to turn your microphone on or off.
  3. End Call: Click to end the video appointment.
  4. Chat: Click to read and send text comments to the others in the video appointment.
Video appointment controls  

Troubleshooting during your appointment

If you can't hear your care provider: check that the volume on your device is turned on and is turned up.

If your care provider can't hear or see you: check that your camera and microphone are turned on, and that you are not muted.

If your video or sound is slow, distorted or interrupted:
Check that your internet connection is as strong and fast as possible.

  • If you are using wireless internet (Wi-Fi), stay close to your Wi-Fi router.
  • Close any other apps or programs that may be open in the background.
  • If other people are using your internet too, ask them to avoid activities that may slow down your connection during your appointment. These activities may include streaming videos (watching Netflix or YouTube) or playing online videogames.

Still experiencing technical issues during your appointment? Your care provider may call you on the phone to complete your appointment.

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How can I protect my privacy?
  • Make sure the email invitation came from your care provider. The email address should end with @uhn.ca
  • Do not reply to the invitation email. If you have questions about your appointment, call your clinic.
  • We will never ask you to disclose any personal or sensitive information by email.
  • During your virtual visit, use a private, secure internet connection and location. Never use videoconferencing for healthcare appointments in a public place or using public Wi-Fi, such as at an airport, café, or other open area.
  • Tell your care provider if:
    • you have shared the invitation email or invitation link with anyone else
    • there is anyone else in the room with you during your visit
  • For your privacy, and the privacy of your care provider, please do not record the audio or video of your virtual visit.

Virtual Care Support





Where can I go to ask virtual care questions?

Phone: 416 340 3777

Email: myUHN@uhn.ca

Hours: Monday – Friday, 9:00 am - 5:00 pm

Our team is ready to help you with answers to the following questions:

  • General inquiries about virtual care
  • How to prepare for a virtual visit, including hardware or software requirements
  • Clarifying virtual care appointment information in myUHN or appointment reminders
  • Microsoft Teams inquiries, as it pertains to conducting virtual visits
  • Digital literacy support, including technical virtual care troubleshooting

Here are some tips to help troubleshoot your appointment

1. I don't know where my virtual visit is being held.

2. I don't see my email invitation.

  • Check you junk mail folder.

3. I can't hear my care provider.

  • Check that the volume on your device is turned on and is turned up.

4. My care provider can't hear or see me.

  • Check that your camera and microphone are turned on and that you are not muted.

5. My sound is slow, distorted or interrupted.

  • Check that your internet connection is as strong and fast as possible.
  • If you are using wireless internet (Wi-Fi), stay close to your Wi-Fi router.
  • Close any other apps or programs that may be open in the background.
  • If other people are using your internet too, ask them to avoid activities that may slow down your connection during your appointment. These activities may include streaming videos (watching Netflix or YouTube) or playing online video games.

6. I'm still experiencing technical issues during the appointment!

  • Your care provider may call you on the phone to complete your appointment.​​