Are video appointments private?
Yes. Video appointments are secure and encrypted. Only the participants can see and hear the meeting. Nothing is recorded by Kaiser Permanente.

Can I log in on my mobile device and a desktop computer at the same time?
It's best if you only log in on one device at a time.

How do I prepare?

  • It's not required, but a headset or headphones can improve the audio.
  • Make sure the microphone on your device isn't blocked by your hand or a protective case.
  • Make sure your phone is fully charged, or plugged in to a power source.
  • Try to be in a quiet, brightly lit place so your doctor can see and hear you well.
  • Have all information ready: your medication list, the date you first noticed symptoms, etc.

Why does my mobile device get warm during video appointments?
To prevent your device from getting too warm, we recommend you take it out of its case during the appointment. We also recommend you not charge it during the appointment.

My connections seems slow. How can I fix it?

  • Use a wi-fi connection, if possible.
  • Move closer to your wi-fi router.
  • Close any other apps and browsers.

Why can't I see my doctor?
If the screen says "waiting for the doctor," your doctor has not joined the appointment. If it's blank, the doctor has joined, but is not in front of the camera yet.

What if I can't hear the doctor, or the doctor can't hear me?

  • Try a headset or headphones. They can improve how well you can hear.
  • Make sure the microphone on your device isn't blocked by your finger, a case, or anything else.
  • Check your Internet connection because a slow connection can cause audio problems.

What happens when I get another call during the video visit?
It's best not to answer another call during the video visit (except in the case of an emergency.)

How do I end my video appointment?
Tap the button with the hang-up icon. You will be asked to confirm that you want to end the appointment.

Do Bluetooth devices work for video visits?
Bluetooth devices are supported.