Telehealth Update
Telehealth Update
Children’s National is excited to announce that we are moving to a new tool for video visits! The new tool offers many great features for our patients and families, including the ability to join a visit directly from the patient portal. During the transition period, some patients' video visits will continue to use Zoom, while others will use the new tool.
Learn more about the new tool in our frequently asked questions and troubleshooting tips below.
Frequently Asked Questions (FAQs)
What type of devices can I use for the video visit?
Do I have to be at home for the video visit?
How does the patient and/or caregiver get access to the visit?
What if I can’t remember my patient portal password?
What if I can’t use the portal to join a visit?
When can the patient and/or caregivers join the visit?
Who can join the video visit?
How do I receive the provider’s notes about the visit?
How do I cancel or reschedule an appointment?
Video Visit Troubleshooting Tips
I can’t join the visit. What do I do?
• Switch to a supported web browser. For Windows: Chrome (preferred), Firefox, Edge | For Mac: Safari
• Go to a location with a strong and stable internet connection
• Close all software and applications that use your device’s microphone and camera
• Disconnect from all VPNs
• Clear your browser cache and browsing history
• Restart your device
• Update your browser
My video is blocked on my mobile device, what can I do?
Follow these steps to unblock your camera on an Android device:
1. Navigate to browser settings on your Android device
2. Select Site Settings
3. Select Camera
4. Select the visit URL
5. Select Allow
6. Repeat these steps for the microphone
Follow these steps to unblock your camera on an iOS (Apple) device:
1. Navigate to the General Settings and select Safari
2. Select Camera
3. Select Allow
4. Repeat these steps for the microphone
My video is black, what can I do?
You may have opened a different application. Return to the visit window.
My video is frozen, what can I do?
A stronger connection may be needed. Connect to Wi-Fi, move closer to your router and limit household streaming.
I was dropped from the visit when I received a text message or phone call. What can I do?
1. Set your phone to “Do Not Disturb”
2. Return to the patient portal
3. Click the camera icon next to the appointment to re-enter. If you entered via a text, click on the link.
Need more help?
Call or email our team. You can expect an email response in 72 business hours.