Telemental health: How it works
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Telemental health: How it works
Dear patients,
We care about you and your health. As of March 17th, 2020, the Institute for Family Health is providing all behavioral health appointments by video or over the phone rather than in-person. We are doing this to help prevent the spread of COVID-19 (coronavirus).
When you make your first telemental health appointment, we will give you instructions on how to access your visit by video or phone. Read our tip sheet on video visits.
Our centers are not closed – you can get medical care in-person or through telehealth. Please call us before you visit.
Sincerely,
Your care team
The Institute for Family Health
Telemental health questions and answers
What should I do if you don’t have my current phone number on file?
Send us a message on MyChart or call your health center and ask to change your contact number.
If you do not have a MyChart account, you can create one at MyChart. You can also download the MyChart app on your smartphone. Make sure you choose “The Institute for Family Health” as your health care organization.
How do I make a new appointment?
To schedule a video or phone visit, call your nearest health center: institute.org/locations
If you’re a current patient, use MyChart: mychart.institute.org
Will my insurance cover this?
Most insurance plans cover telehealth. Need insurance? We can help.
Is this private and secure?
Yes, our staff will always be alone when they call you. They have secure access to our Electronic Health Record, so they can see your records.
How do I reschedule?
Same as always: call your health center or send a MyChart message to your provider.
How does a video visit work? Do I need special equipment?
For a video visit, you can use any of these devices:
- An Android phone or tablet with Chrome
- An iPhone or iPad with Safari
- A desktop or laptop computer (Mac or PC) with Chrome
- We recommend headphones or earbuds that have a microphone, but you can also use the speakers and microphone on your device
After you schedule your appointment, we’ll send you a link to your “virtual waiting room.” Click the link ten minutes before your appointment time. Allow access to your camera and microphone, and type in your name. When your health care provider is ready to join you, you’ll see them on your screen.
If there’s any problem with the connection, your provider will call you instead.
For more information, please read our tip sheet on video visits.
What should I do to prepare for my telephone or video visit?
Make sure your phone is charged and try to find a quiet space for the call if you can. Just like at your regular visits, try not to do other things at the same time. Focus on paying attention to your conversation with your clinician.
How do I know my clinician is calling? Which number will they be calling from?
It is very likely that you will receive a call from your clinician at a private or blocked number. They will call you at your regularly scheduled appointment time. Please answer the call even if you cannot see the phone number.
How long will this go on? When can I come in person again?
We don’t know yet. We will continue this service as long as needed to keep everyone healthy and safe. We will update you right away when we go back to in-person visits.
Can I text you?
No, texting is not secure. Please call or use MyChart for any communication with your clinician or health center.