TeleVisit FAQ

TeleVisit FAQ


General Questions:


What browsers are compatible?

Mozilla Firefox, Google Chrome, and Safari are compatible with Java Runtime environment installed. If you are having trouble entering your visit, please try with a 32-bit browser.


Can I view my TeleVisit after my appointment?

No. In order to remain HIPAA compliant, TeleVisits are not recorded.


What type of internet speed is recommended?

We recommend connecting to your Healow TeleVisit with an internet connection that has a minimum 2 MB/s upload and 2 MB/s download speed. Please refer to your ISP account if you are uncertain about your internet speed.


I am experiencing slowness while in the visit. What is causing this? How can I resolve this?

Internet connection issues on either you or your provider's end could cause intermittent lag/freezing during the visit.


How much does a TeleVisit cost?

Please confirm the cost of your visit with your provider's office. 


I just ended the session with my provider and forgot to mention something to him, can I call him back ? How can I quickly reach him?

The best way to contact your provider after the session has ended is to call the office directly. Even if the TeleVisit is viewable on your Patient Portal, your provider may not see that you have rejoined the session.


My TeleVisit just got disconnected due to an outage? How do I log back into my TeleVisit? Do I wait for the doctor to call me?

Please log back into the Patient Portal and rejoin your TeleVisit. If your provider does not appear, please call the doctor's office and inform them you have re-entered the session.


Before the Visit:


How do I know if my system can handle TeleVisits?

Ensure you have the latest version of your browser installed. This will help ensure you have what you need for your Healow TeleVisit.


Where is my appointment located?

The latest Healow TeleVisit appointment will be available on the dashboard screen once you login. If you still do not see your appointment, click the "More Appointments" button on the bottom of the widget, or click the "Upcoming Appointments" link on the left navigation panel.


I can't see any images on my screen in the Healow TeleVisit. What can I do to try to fix the problem?

Begin by trying to right click on the image and selecting another camera. If this does not work, close all browser windows. Be sure your camera is working properly and try again.


Entering Questionnaire/Vitals & Checking Compatibility:


I have already downloaded the Healow TeleVisit plugin but I am still being prompted to install it again.

Close all browser windows and check the version of Java you have installed.


If you are on a Windows computer, navigate to the Control Panel, and search for Java. Click Java → the Update tab, → Click Update Now and follow the displayed prompts. Restart all browsers and try again. For Mac computers, Click on Apple icon on upper left of screen, Go to System Preferences, Click on the Java icon to access the Java Control Panel to update Java. Please close all browsers and try again.


It is well past my appointment time and I have yet to connect with my doctor. What can I do?

Ensure you are in the virtual waiting room. The virtual waiting room prompt will display "Waiting for (Your Doctor's Name)." If you see this message and still cannot connect, please contact the office that scheduled your appointment.


I can't enter the virtual waiting room.

You will only be able to enter the waiting room for your TeleVisit once you are within 30 minutes of the scheduled time. The "Start TeleVisit" button will appear orange when you can join the visit.


During the Video Call:


I can't hear my doctor. What can I do?

Check your volume settings. Most machines have the volume settings available in the taskbar.


My video has frozen or is not moving, what is going on?

There may be a momentary loss of internet connection. Please wait and see if the video stabilizes. Also, ensure you have not clicked the "pause" button on your visit.


We sincerely hope this FAQ helps you feel confident about your TeleVisit! We thank you for your patience!



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Dr Pena

About The Author

Dr. Pena is a Board-Certified Medical Dermatologist, Mohs skin cancer surgeon, and cosmetic dermatologist. Her mission is to educate the diverse patient populations she serves, and their communities, on the importance of skin care in decreasing the risk of skin cancer and minimizing the early signs of aging. She founded Skin Solutions Dermatology with numerous clinics in Nashville, Tennessee and surrounding Middle Tennessee.

Dr. Julia Pena, MD

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