How-To Guide: Video Visits

Designed to be as sim­ple and con­ve­nient as an in-clin­ic appoint­ment, video vis­its help you con­nect with your providers from the com­fort of your home, office, or car; any­where with a data or Wi-Fi con­nec­tion. Here is a guide to com­plet­ing suc­cess­ful video visits. 

If you have addi­tion­al ques­tions on access­ing your MyChart account or com­plet­ing a video vis­it, our MyChart Help Desk is avail­able Mon­day — Fri­day, 8am — 5pm at 1−855−269−2427.

What you need

MyChart Patient Accounts 

To com­plete a video vis­it, you must have an active MyChart account. If you are new to Duly Health and Care or have not pre­vi­ous­ly acti­vat­ed your MyChart account, request an acti­va­tion code online here or by call­ing the MyChart Help Desk at 1−855−269−2427.

How to sched­ule, pre­pare for and launch a video visit:

In this tuto­r­i­al, we demon­strate how to sched­ule all the way through launch­ing a video vis­it using the MyChart app on a mobile device. 

Get­ting the most from your video visit 

While you can address many com­mon ill­ness­es, pre­scrip­tion refills or even com­plete an annu­al phys­i­cal as you would dur­ing an in-clin­ic appoint­ment, video vis­its are slight­ly dif­fer­ent than in-clin­ic appoint­ments. You will not speak to a nurse or med­ical assis­tant before see­ing your doc­tor as you would in-clin­ic. To get the most out of your face-to-face time with your provider, we rec­om­mend writ­ing down a pri­or­i­tized list of ques­tions or con­cerns that you’d like to dis­cuss. Here are a few thoughts to jot down: 

Annu­al Phys­i­cals or Refills

  • Any changes in your health over the last year
  • Your diet and exer­cise habits
  • Fam­i­ly history
  • Med­ica­tions (pre­scrip­tion or over the counter)
  • Aller­gies
  • Surg­eries.

Ill­ness­es or New Problems

  • Your tem­per­a­ture just before your visit
  • Symp­toms you’re experiencing
  • How long you’ve had each symptom 
  • Med­ica­tions (pre­scrip­tion and over the counter) 

Trou­bleshoot­ing Tips

While a major­i­ty of the time video vis­its are com­plet­ed with­out a hitch, occa­sion­al­ly some issues do pop up. Here are some of the most com­mon issues and tips on troubleshooting. 

Access­ing MyChart

  • To com­plete a video vis­it you must have a MyChart account. With­out an account you will not be able to com­plete your video vis­it. Allow for plen­ty of time before your sched­uled vis­it to set up your account and request an acti­va­tion code online here or by call­ing the MyChart Help Desk at 1−855−269−2427.
  • If you can­not remem­ber your MyChart account user­name or pass­word, click For­got User­name or For­got Pass­word on the MyChart home­page to receive an email with your user­name or reset your password.
  • You can access your MyChart account on your desk­top com­put­er or a mobile brows­er at https://​mychart​.dupagemd​.com or through the MyChart iOS or Android app. We high­ly rec­om­mend log­ging in and con­firm­ing your account details pri­or to sched­ul­ing any video visit. 

MyChart Mobile App

  • Down­load and log in to the MyChart mobile app on your mobile or tablet device pri­or to your video vis­it. You can down­load the most recent ver­sion of the MyChart app here: 
  • To min­i­mize issues, be sure your MyChart app is up to date. Vis­it the App Store or Google Play Store to down­load the lat­est ver­sion of the app.

Pri­or to Your Visit

  • Log in to your MyChart account, click on Appoint­ments on the mobile app or select Appoint­ments and Vis­its under Vis­its in the main nav­i­ga­tion to see your upcom­ing appointments. 
  • You must com­plete the full eCheck-in process, answer­ing screen­ing ques­tions and con­firm­ing the details of your account before you will be able to begin the video vis­it. You will have access to com­plete eCheck-in sev­er­al days pri­or to your appointment. 
  • Be sure to test your cam­era and micro­phone through your MyChart account pri­or to the vis­it to ensure mak­ing the most of your time. 

Start­ing the Visit

  • Log in to your MyChart account, click on Appoint­ments on the mobile app or select Appoint­ments and Vis­its under Vis­its in the main nav­i­ga­tion to see your upcom­ing appoint­ments. Select Begin Vis­it on the appoint­ment. Your appoint­ment will open in a new web brows­er on your device.
  • If you have com­plet­ed the eCheck-in process and the Begin Vis­it but­ton on the appoint­ment is still not avail­able, please close the app and log in again. 
  • You can con­nect to the vis­it 10 min­utes pri­or to the sched­uled appoint­ment time. If you begin the vis­it soon­er, you will receive an error and can con­nect again with­in 10 min­utes of the vis­it time. 
  • E‑Visits are a sep­a­rate ser­vice offer­ing from video vis­its. Do not click on Begin E‑Visit at the time of your appointment. 

Audio & Video Quality

  • Make sure the vol­ume is turned up on your device and not set to vibrate on a mobile device. 
  • Using head­phones with a micro­phone can help improve the sound quality. 
  • Make sure all oth­er appli­ca­tions on your device are closed and not using your net­work’s band­width. Avoid stream­ing media (Net­flix, YouTube, etc.) on your Wi-Fi or data net­work at the same time as your video visit.