Preparing for Your Scheduled Virtual Visit

Now that your Centura Health clinic has scheduled you for a virtual visit, we want to help you prepare for your visit with your provider.

Desktop or Laptop Instructions

Your device must have a web cam, speaker and microphone. Chromebooks are not supported.

Smartphone or Tablet Instructions

Apple and Android devices are supported.
 

  • Desktop or Laptop Written Instructions

    Your device must have a web cam, speaker and microphone. Chromebooks are not supported.

    Step 1: Confirm Receipt of Email

    1. Find the email from Centura Health Virtual Care, with the subject “Your Upcoming Telehealth Appointment”. If you can’t find it, check your spam or junk folders and move it to your inbox. If you don’t find it in your spam or junk folder, call your provider’s office for help. (Note: If you have a MyCenturaHealth patient portal account, you will receive an additional reminder email from “MyChart” which does not include the necessary appointment launch access).
       

    Step 2: Prepare Your Device

    1. Start the process to test your device here. Click "Test Computer" in the top right menu and follow steps to verify success.
    2. If everything works, close out of the “Test Your Computer” window, otherwise call the help line indicated in the testing screen. 
       

    Step 3: Create an Account

    1. Create an account. Click "Sign up for Centura Health Virtual Care".
    2. Enter your information
      • Enter the email address you used when you scheduled your appointment with your provider.
      • Complete all insurance information required fields.
      • You do NOT need to complete the medical information section.
         

    Step 4: Launch Visit 15 Minutes Before Your Scheduled Appointment Time

    1. Confirm your device is connected to the internet and fully charged.
    2. Find the appointment email from Centura Health Virtual Care, with the subject “Your Upcoming Telehealth Appointment" and click “Get Started".
    3. Log in using the email and password provided when you created your account with Amwell, and enter:
      • Your phone number
      • Reason for the visit
      • Email for any additional individuals you would like to be involved in your virtual visit (e.g., caregiver, parent, spouse, child) and acknowledge the Notice of Privacy.
    4. When prompted, launch the video.
      • Your provider will join your appointment at, or close to, the start time.
      • Be patient while waiting for your provider; they will join as soon as they can. If you close the visit before your provider joins, it will end your appointment and a new appointment will need to be scheduled.

    Do not close the session once you’ve joined – it will end the appointment and a new appointment will need to be scheduled.

  • Smartphone or Tablet Written Instructions

    Both Apple and Android smartphone or tablet devices work well.

    Step 1: Confirm Receipt of Email

    1. Find the email from Centura Health Virtual Care, with the subject “Your Upcoming Telehealth Appointment”. If you can’t find it, check your spam or junk folders and move it to your inbox. If you don’t find it in your spam or junk folder, call your provider’s office for help. (Note: If you have a MyCenturaHealth patient portal account, you will receive an additional reminder email from “MyChart” which does not include the necessary appointment launch access).
       

    Step 2: Download the Centura Health Virtual Care App

    1. From your phone or tablet, download the Centura Health Virtual Care app
    2. You are now ready to create an account.
       

    Step 3: Create an Account

    1. Open the Centura Health Virtual Care app.
    2. Select “Sign up” to register.
    3. Have your insurance information available and complete all required fields. It is not necessary to complete the medical information section.
    4. Save your password. You will need this when you are ready to log in and start your appointment.
       

    Step 4: Launch Visit 15 Minutes Before Your Scheduled Appointment Time

    1. Confirm your device is connected to the internet and fully charged.
    2. Find the appointment email from Centura Health Virtual Care, with the subject “Your Upcoming Telehealth Appointment" and click “Get Started".
    3. Log in using the email and password provided when you created your account with Amwell, and enter:
      • Your phone number
      • Reason for the visit
      • Email for any additional individuals you would like to be involved in your virtual visit (e.g., caregiver, parent, spouse, child) and acknowledge the Notice of Privacy.
    4. When prompted, launch the video.
      • Your provider will join your appointment at, or close to, the start time.
      • Be patient while waiting for your provider; they will join as soon as they can. If you close the visit before your provider joins, it will end your appointment and a new appointment will need to be scheduled.

    Do not close the session once you’ve joined – it will end the appointment and a new appointment will need to be scheduled.

  • Troubleshooting and FAQs

    Q. What if I can't find my appointment confirmation email?

    • Check your spam or junk folders and move it to your inbox. If you don’t find it in your spam or junk folder, call your provider’s office for help.

    Q: What if I’m having technical problems?

    • If your device does not pass the "Test Your Device" check, call your provider’s office to let them know and discuss options.
    • If you are having technical issues with the Amwell app, call them at 1-800-449-8476.

    Q: What happens if I get disconnected during my appointment?

    • Your provider or someone from their office will contact you and determine the best way to finish your visit.

    Q: What if I try to start or launch my appointment prior to the 15 minute start time?

    • You may see a message saying on the screen saying, “There are no services currently available.” If you have a scheduled appointment and click on the calendar within the Virtual Care web or mobile view, you will see your appointment. Wait until 15 minutes prior to the start time and you can launch the appointment from the calendar.  

    Q: Is there anything else I need to do to prepare?

    • Select a private space with limited background noise, adequate lighting and a strong internet/WiFi connection.
    • Since you will be on video, dress appropriately.
    • Ensure your device is sufficiently charged or is connected to a power source.
    • Be patient while waiting for your provider; they will join as soon as they can.
    • Remember, if you close the visit before your provider joins, it will end your appointment and a new appointment will need to be scheduled.