Video Visits

Follow these specific instructions to disable the pop-up blocker for video visits on a computer.

iPhone or iPad iOS:

1. Open the Settings app in iOS and go to Safari browser.
2. Under General on right side, toggle the switch Block Pop-ups to the OFF position.

Android phone or tablet:

1. Open the Chrome app. To the right of the address bar, tap the 3 dots and the click Settings.
2. Tap Site settings. Click Pop-ups and redirects. Make sure they are Allowed.

Please note the platform used for OSF video visits is not compatible with Internet Explorer.

If you have access to another browser, please access OSF MyChart in the alternate browser and attempt to launch the video visit again.

If Internet Explorer is the only browser you have access to, you should download an alternate browser. These include Chrome, Firefox, Edge or Safari, which can be downloaded and installed free of charge.

When logging into your appointment, you will be asked to allow access to the microphone and camera. 

Please click “Allow” when prompted, or update your settings to allow camera and microphone access.

You can always change this setting later by clicking the camera icon at the top of your browser (next to the web address).

If the steps above do not work or you have denied access, please adjust your settings. Review the appropriate instructions below for your phone’s operating system.

iPhone or iPad iOS:

• Go to your phone’s Settings > Apps
• Find settings for websites (i.e. Safari)
• Select Camera and set to “Ask” or “Allow”
• Select Microphone and set to “Ask” or “Allow”
• Exit Settings and relaunch the MyChart application. Go back to the Video Visit appointment and click Begin Visit. The video visit will launch and connect to the clinician. If either prompt returns, click “Allow” to allow access to microphone and camera.

Android Phone or Tablet:

• Go to your phone’s Settings > Apps
• Find and click the Chrome app
• Select Permissions
• You will see Camera and Microphone listed under “Denied”
• Click both Camera and Microphone. For both, select “Allow”
• Exit Settings and relaunch the MyChart application. Go back to the video visit appointment and click Begin Visit. The video visit will launch and connect to the clinician.

If you believe your camera and microphone are functioning but are still having issues, try the following:

• Refresh your browser
• Move closer to your router if you are using a Wi-Fi internet connection

If the video feed is delayed or choppy, you may have too many applications currently running on the system. Close any applications that could be using the microphone or camera such as a phone or web call, WebEx or social media.

The video visit component requires a certain amount of processing power based on the computer's specification, and closing other applications will free some resources and improve streaming quality.

Your provider’s office will plan to call you at the telephone number you provided if they see you have not connected within 15 minutes of your appointment. Please advise them if you are having trouble so they can offer additional assistance.

If you have questions about OSF MyChart access, please call the help desk at (855) 673-4325.

Video visits, sometimes called telehealth or virtual visits, are a way for you to connect with your provider through your smartphone, tablet or computer.

Video visits allow you to stay engaged in your health care from anywhere.

Video visits are available for both adults and children for many types of care, including primary care and specialist appointments.

At this time, all appointments will be scheduled as a video visit unless the provider believes an in-person visit would be the best care for a patient based on their medical history.

Pediatric visits such as newborn and well-child visits will continue to occur face to face. Video visits will be used for children when appropriate.

No. Video visits are available to new and existing patients.

Previous restrictions for out-of-state telehealth visits have been lifted. Call your insurance provider to confirm you are eligible to participate.

We recommend this option for snowbirds so you can continue to receive care from your trusted provider while living elsewhere for a part of the year.

Yes, video visits can be conducted using a smartphone.

Please note that laptops or tablets typically have a stronger internet connection than phones.

If you plan to use a smartphone for your video visit, ensure it has either a strong Wi-Fi connection or at least 4G capabilities and a strong signal.

Video visits are billed just like an in-person visit. Call your insurance provider with any additional questions.

Yes. OSF will submit claims for video visits directly to your insurance carrier, just as we do for traditional in-person visits.

Yes. Your provider will send any prescriptions to the pharmacy of your choice.

No. We take great care to protect your privacy at all times.

You will receive a written summary after your video visit, just like you would after an in-person appointment.

We take great care to ensure your health information is kept private and secure.

Access to information is controlled through secure access codes, personal IDs and passwords. Each person controls their password, and the account cannot be accessed without that password.

OSF MyChart uses the latest in industry-standard 128-bit SSL encryption technology with no caching to automatically encrypt your session with OSF MyChart. Video visits are not recorded.