eVisit: Your Virtual Appointment

eVisit Overview (en Français)

An eVisit is a private, secure face-to-face appointment typically between healthcare providers and their patients.

eVisits allow you to attend an appointment from wherever you are, eliminating the barriers of time and distance, giving you a whole new level of convenience, efficiency and independence.

Your eVisit will be private and confidential.

Just like an in-office healthcare appointment, it can be seen and heard only by you and your healthcare provider.

 

How to Join Your Appointment

For step-by-step instructions, choose an option below to understand how to prepare for and connect to your appointment:

I have a computer or laptop
Equipment PC or Mac computer with webcam, speakers, and microphone
Browser Chrome or Firefox
Test before the appointment

Test your internet connection using speedsmart.net or fast.com (minimum speed: download 5 Mbps; upload 0.77 Mbps).

Run a self test:

  1. Open your email invitation and click Test your device link.
  2. Click Test button in the Self Test section.
  3. Enter your name > click Connect button.
  4. Check your microphone, camera, and audio output settings and then click Start button.
  5. Enter the PIN given to you by the organizer (if provided) and click Connect button.
  6. If the call is successful, a "waiting for the host" screen appears with your self view.
On the day of the appointment
  1. Open your email invitation.
  2. Click Start eVisit button using Chrome or Firefox.
  3. Enter your name > click Connect button > click Start button.
  4. Enter the PIN given to you by the organizer (if provided) and click Connect button.
  5. If you join first, a "waiting for the host" screen appears until the other participant joins the call.
More information

See instructions for PC or Mac.

I have a smart-phone or tablet
Equipment Android phone or tablet; iPhone or iPad
Apps

Android app or iOS/Apple app

Download and install the app appropriate for your device.

Test before the appointment

Test your internet connection using speedsmart.net or fast.com (minimum speed: download 5 Mbps; upload 0.77 Mbps).

Run a self test:

  1. Make sure you have installed the app.
  2. Open your email invitation from your mobile device and tap Test your device link.
  3. Tap Test button in the Self Test section.
  4. Enter your name and then tap Green video button.
  5. Enter the PIN given to you by the organizer (if provided) and tap Join button
  6. If the call is successful, a "waiting for the host" screen appears with your self view.
On the day of the appointment
  1. Make sure you have installed the app.
  2. Open your email invitation from your mobile device.
  3. Tap Start eVisit button
  4. Tap Open eVisit button .
  5. Enter your name and then tap Green video button.
  6. Enter the PIN given to you by the organizer (if provided) and tap Join button.
  7. If you join first, a "waiting for the host" screen appears until the other participant joins the call.
More information

See instructions for iPhone,iPad or Android.

 

Frequently Asked Questions (FAQ)

Who should I call to reschedule/cancel my appointment?

If you need to reschedule the appointment, contact your healthcare provider's office (or whoever set up your appointment).

I see a video screen, but it shows only myself. What should I do?

If you are using a mobile device, you might not have joined the videoconference yet. When the Infinity Connect app video screen appears, you need to tap the Video option ().
.

What should I do when I see a "waiting for host" screen?

The "Waiting for host" screen appears when the person hosting the videoconference (e.g., your doctor) has not yet joined the call. Remain connected and be patient. When the host joins the call, the host's video image replaces the "Waiting for host" screen and the video call can begin.

Another reason you remain in a 'waiting' state could be because the host has locked the conference. See Checking the Locked/Unlocked Status of a Videoconference.

What is the best way to test my Internet connection?

Try a third-party testing app such as speedsmart.net, fast.com, or speedtest.net. Or call your internet service provider (ISP) and ask for a test.

If my internet connection is unreliable, what can I do?

Your connection might be improved if you changed your maximim bandwidth usage.

How do I improve my video quality?
How do I improve the sound quality?
What should I do if I don't know the PIN?

Contact the person who set up your appointment and ask them for the PIN.

What is OTN?

The Ontario Telemedicine Network (OTN) is a not-for profit organization, funded by the Ontario Ministry of Health, working to ensure that every Ontarian has access to the best health care, when and where they need it. OTN partners with healthcare providers and hospitals to inspire and accelerate virtual care solutions that better connect people and care across Ontario’s health care system. Visit otn.ca.

 

Who to Contact for Help

If you have questions about your care or appointment, contact your healthcare provider. To protect your privacy, OTN does not include this information in an email.

If you have questions about how to prepare for or connect to your appointment, contact OTN Technical Support at 1-855-654-0888.
Note: If you call for support, please use a different phone than the device you use for the videoconference app.