How to join a scheduled video visit at Kaiser Permanente 

Get ready to connect to care

Video visits are a convenient way for you to get the care you need without leaving home. Before your visit, you’ll want to check a few things to make sure your computer or mobile device is set up to connect to your care team. Please note that these instructions are for scheduled video visits only. The process is a little bit different for 24/7 virtual care visits.
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Are you on a computer?

If your computer has a working camera and audio, you can use it for your video visit. See the instructions below.

Make sure you have a strong internet connection

You can connect using Wi-Fi or a wired internet connection. Make sure you have a strong connection and good internet speed. If other people in your home are online, it might affect your video quality — especially if they’re using streaming services, like watching videos or playing video games online.

Join your video visit

It’s easy to join a video visit with a desktop or laptop computer that’s connected to the internet.

You’ll need to make sure:

  • Your camera, microphone, and speakers are working
  • You’re using a supported browser, Chrome™ or Safari®
  • Your operating system is up to date

Then follow these steps:

Step 1
Sign in at kp.org: You’ll need to be registered on kp.org to sign in. 

Step 2
Find your video visit: Click “Appointments” and scroll down to find the appointment you want to join.

Step 3
Join: Select your appointment to connect to your care team. You’ll be able to join your visit as long as the “Join” button is blue.

What if my care team emailed me a link?

If you got a video visit invitation by email, simply click the link in the email. Then confirm your identity and accept the terms and conditions to connect to your visit. If your doctor hasn’t joined yet, you may be put into a virtual waiting room until they arrive.

Are you on a mobile device?

If your mobile device has a working camera and audio, you can use it for your video visit. See the instructions below.

Make sure you have a strong internet connection

You can connect using Wi-Fi or at least 3 bars of LTE cellular service. Make sure you have a strong connection and good internet speed. If other people in your home are online, it might affect your video quality — especially if they’re using streaming services, like watching videos or playing video games online.

Join your video visit

With the Kaiser Permanente mobile app, it’s easy to join your video visit using an iPhone®, iPad®, or Android™ device. If you’re using an iPhone, make sure it’s no more than 4 generations old.

Follow these steps:

Step 1
Sign in to the Kaiser Permanente app: If you don’t have our app yet, you can download it at no cost from the App Store® or on Google Play™. You’ll also need to be registered on kp.org to sign in. 

Step 2
Find your video visit: Tap “Appointments” to view your scheduled appointments.

Step 3
Join: Select your visit and tap to connect to your care team. You’ll be able to join your visit as long as the “Join” button is blue.

What if my care team emailed or texted me a link?

If you got a video visit invitation by text or email, simply tap the link in the invitation. You’ll be asked if you want to open the visit in the Kaiser Permanente app or a mobile browser. For the best experience, select to join with the app.

Then confirm your identity and accept the terms and conditions to connect to your visit. If your doctor hasn’t joined yet, you may be put into a virtual waiting room until they arrive.

Are you having connection issues?

What if I can’t see or hear my doctor?

Make sure your camera is turned toward you and that the sound is turned up and you’re not on mute. If you’re using a computer, check that your camera is plugged in and any speakers you have are working. If you still have problems, try leaving and restarting your video visit. If this doesn’t work, something may be wrong with your equipment.

What if I’m disconnected from my visit?

If you ever get disconnected, you can rejoin your video visit as long as you’re still within your scheduled appointment time and your doctor hasn’t left.

Have questions?

We’re here to help. Simply call this support phone number, Monday through Friday from 4:30 a.m. to 7 p.m. Pacific time.

Northern California
1-844-216-5769 (TTY 711)

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