Novel Coronavirus (COVID-19)
I have a concern that I may have COVID-19. How can Virtua eVisits help?
In response to the community concerns surrounding the Novel Coronavirus (COVID-19), Virtua Health has extended eVisits to conduct telemedicine sessions for individuals who may be at risk. This tool allows patients to have a telehealth appointment with a provider, from the comfort of home. Prior to starting a session, patients are encouraged to use our Coronavirus Self-Check to identify the level of risk.
General
What are Virtua eVisits?
Virtua eVisits is an easy-to-use communication tool that allows you to securely see and talk to a provider. Using the app, a clinician can evaluate many medical issues and discuss your care without requiring you to come into the office.
What equipment do I need to participate in a Virtua eVisits?
You will need a personal computer (Windows or Mac), tablet or smartphone (iPhone, iPad or Android). If you are using a personal computer, it needs to have webcam and microphone.
When would I use Virtua eVisits?
Virtua eVisits are used to hold a telehealth visit appointment with a healthcare provider. To get started, you need to 1) register; 2) download the app; and 3) sign in.
Are Virtua eVisits secure?
Yes. All video and audio communication is encrypted. No video or audio is recorded.
Is there a cost to use Virtua eVisits?
Thre is no cost to download, install, or register for the Virtua eVisits application. Virtua is a free and secure communication tool. There may be a fee associated with the service provided via Virtua eVisits depending on the service you are using or your insurance carrier, e.g. a co-pay or class fee.
Can I contact my provider using Virtua eVisits?
Currently, Virtua eVisits is only used for specific telehealth appointments.
What if I need to reschedule an eVisit?
As with any visit with your clinician, you should contact their office at your earliest convenience to reschedule your appointment.
What if I need help with Virtua eVisits?
If you need assistance with Virtua eVisits, please call 1-888-Virtua-3 (1-888-847-8823) or complete the
Request Help form.
Registering for eVisits
How do I obtain a login ID?
You will enter a login ID when you enroll in the system. If you have enrolled and do not know your login ID, please call 1-888-Virtua-3 (1-888-847-8823) or complete the
Request Help form.
I did not receive my confirmation email after registering for my Virtua eVisits.
You should receive an Account Created email upon registration with your Virtua eVisits access instructions. If you do not receive an email please call 1-888-Virtua-3 (1-888-847-8823) or complete the
Request Help form.
The email I registered with isn’t correct. How do I fix it?
Please complete the
Request Help form. Include the wrong email address that was entered and the correct email address. Please include your telephone number so our support personnel can reach you.
How do I choose my password?
Your password must be between 7 and 50 character in length and include one uppercase letter, one lowercase letter and one number. Choose a password that is unique to you and easy to remember. Avoid using a password that is easy for others to guess, such as your first or last name.
How do I keep my password secure?
Here are some suggestions for keeping your password secure: change your password regularly; don’t write your password down or give it to anyone; don’t use a solitary word in the dictionary; don’t use your name.
Signing Into eVisits
My logon ID isn’t working!
If your logon ID is not working, please call 1-888-Virtua-3 (1-888-847-8823) or complete the
Request Help form. Include your login ID in the Details.
What if I forget my password?
Click on the "forgot password" link and enter your username. You will be prompted to enter a new password.
My password isn’t working!
If your password isn’t working, please click on the link “Forgot your Password?” and enter the email address for your account. An email will be sent to you to reset your password.
Technical Issues
What are the alerts that pop up during installation?
The Virtua eVisits app requires access to your webcam and microphone, as well as a connection to the internet. During installation, you may see alerts asking if eVisits (or one of its components from Vidyo or SBR) can have access to your system. You should allow this for the application to function correctly.
How do I know if the eVisits app installed correctly?
You can call our Access Center at 1-888-Virtua-3 (1-888-847-8823) and they will conduct a brief test with you to ensure the Virtua eVisits app installed correctly and your camera and microphone are working properly.
Why isn’t my video loading?
If you’re using a mobile device or laptop, chances are you have an integrated camera/webcam. If you’re on a desktop computer, you may be using a separate webcam. Go to your device’s control panel or settings menu and look for your webcam under devices. Confirm that the camera/webcam is enabled. If the video is still not working, please complete the
Request Help form.
What do I do if I can’t hear the participants or I’m having audio issues?
1. Check to make sure that your computer speaker is not muted.
2. Check to make sure that the speaker icon on the Vidyo tool bar is not muted.
3. Check the Vidyo settings to make sure a speaker is selected. Click on the cog on the tool bar to access the settings.
4. It may be necessary to re-start the computer to clear the issue. Restart the computer and try again.
Privacy and Legal Questions
What is the Privacy Policy?
Virtua’s Joint Notice of Privacy Practices
The Virtua eVisits Privacy Policy
What is the Virtua eVisits Terms of Use?
The Terms of Use for Virtua eVisits
