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ALERT CONTENT PLACEHOLDER

 

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.

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.

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.

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.

How can I tell what appointments are virtual visit?

If you use myUHN Patient Portal:

  • Phone or video visits may appear as Telephone Appointment, TELE-OTNINVITE, MS TEAMS
  • 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

What can I expect during my virtual visit?

Phone visit

  • Your care team will call you within 3 hours of the scheduled time.
    • A call from a UHN number may appear as a 'UNIV HLETH 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 your phone or 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 »

    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 in your health record, just like an inperson 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.

    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.

    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.

    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

 

Virtual Visits Using OTNhub


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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

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.

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.

 




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

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 invitation will be sent from an email address ending with: @universityhealthnetwork.onmicrosoft.com.

It will include:

  • the name of the care provider you’ll be meeting with
  • the date and time of your appointment
  • instructions on how to connect

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

2. Download the Microsoft Teams app to your device

  1. Click the "Join Teams meeting" link in the email invitation. You will be redirected to the Teams webpage.
  2. We recommend that you download the Teams app to your desktop, tablet or phone. 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. If you are using the desktop app (computer/laptop):
Test your connection

  1. Click your account icon in the upper right-hand corner in Teams.
  2. Click Settings > Devices > Make a test call. This will start a call with Team Echo, an automated service to test your connection and device settings.

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 Teams meeting

  1. Find a private, quiet place with a strong internet connection.
  2. Open the appointment invitation in your email.
  3. Click Click Join Teams Meeting > Join as a guest.
  4. Type your name and click Join as a guest.
  5. Turn your camera and microphone on so that your care provider can see and hear you.
Screenshot Teams meeting reminder
Screenshot Teams welcome screen
Screenshot Teams join meeting
Screenshot Teams waiting for meeting

Note: If you already have an Office365 account, click Sign in and join to connect using your account.


Tips for Using Microsoft Teams

Videoconferencing Controls

  1. Call Time: Shows the length of time you have been in the videoconference.
  2. Camera: Click to turn your camera on or off.
  3. Microphone: Click to turn your microphone on or off.
  4. Chat: Click to send text comments to the others in the videoconference.
  5. End Call: Click to end the videoconference.
Microsoft Teams videoconferencing controls
How can I protect my privacy?
  • Make sure the email invitation came from your care provider. The email address should end with either:
    • @uhn.ca or
    • @universityhealthnetwork.onmicrosoft.com
  • 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.

 

Troubleshooting 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.