Preparing for your Penn Medicine virtual appointment
Our providers are ready to deliver high-quality virtual care to you and your family. About 30 minutes before your visit, you should:
- Choose a quiet, private space. Make sure your provider can see and hear you. Select a well-lit place where you’re comfortable and can talk openly about your health.
- Test your technology. If you’re using the myPennMedicine app, tap “Appointments” and “Test Video” to verify your device supports video visits. When the test is complete, you’ll see, “You’re all set!”
- Prepare questions and health information. Make a few notes to look at during your visit. Write down your symptoms, questions you want to ask your provider, and any changes to your health you want to discuss.
- Limit device distractions. Before your virtual visit, your device should be charged and connected to the internet. Switch it to “Do not disturb” to turn off notifications and limit distractions.
During your telehealth visit
Your virtual visit will last 15-30 minutes, depending on your condition and needs. During your visit, you should:
- Be ready to start. Please join the call on time. If you don’t see your provider, they will join you as soon as possible. If they're running late, please stay in the visit. They may call or text you if there’s a slight change in their schedule.
- Communicate clearly. Your Penn Medicine provider is there to listen and help. Describe your symptoms, express your concerns, and share other important details about your health.
- Ask questions. Look back at the notes you made before your call. Did the provider answer your questions? Ask them to clarify anything that’s still unclear.
- Write down important details. You and your provider will craft a care plan at the end of your call. Note important advice and instructions they recommend.
Following a virtual visit
After your remote visit, you should:
- Review and follow your care plan. You and your provider will discuss a care plan during your virtual visit. This plan may include medication instructions, lifestyle changes, or follow-up appointments.
- Reach out with questions. Call or message your care team if anything is unclear. We are here to answer your questions and ensure your confidence as you care for yourself or your loved one.
- Track your progress. Note how you’re feeling after your appointment. If your symptoms worsen or change, contact your provider so we can help you get your healing on track.
- Schedule follow-up appointments. If your provider recommends imaging or a lab test, you'll need an in-person follow-up appointment. However, they may want to see you again remotely to monitor your recovery. Schedule any necessary follow-up visits at a time that works for you.
Resolving telehealth issues
We want your virtual visit to go as smoothly as possible. If you experience issues, please call your doctor’s office. If you’re using Penn Medicine OnDemand, call 215-615-2222.
Here’s how to solve some common telehealth problems:
Poor connection
A poor connection can cause audio and video delays, choppiness, and distortion. You may be able to improve your connection:
- Close other applications.
- Switch browsers.
- Change Wi-Fi networks.
- Restart your internet router.
No audio
If you can see your provider, but you can’t hear them, try:
- Check the volume on your device.
- Disconnect and reconnect your speakers or headphones.
- Switch to a different audio device (e.g., from speakers to headphones).
- Leave the visit and rejoin.
- Make sure neither you nor the provider is muted.
Audio echo
If you hear an echo during the visit, try:
- Switch from speakers to headphones.
- If you don't have headphones, reduce your speaker volume to the lowest level, where you can still hear clearly.
- Mute your device when you aren’t speaking.
No video
If you don't see your provider immediately, you should see a message on your screen indicating the issue. Follow any on-screen prompts, or:
- Ensure your camera is connected correctly and not in use by another application.
- Refresh your browser or restart the video visit.
Invite someone to join your visit
You may want a family member, friend, or caregiver to join your visit from another device. You can invite them to join through an email or text message link.
Telehealth instructions
Get step-by-step instructions for joining your virtual visit: