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MyChart Virtual Video Visits

What is MyChart Telehealth?

Epic MyChart allows patients to schedule virtual visits with their own providers while having the convenience of receiving care in their own home.

Join your virtual visit in three easy steps:

  1. Have an active MyChart Account.
  2. Download the MyChart app.
  3. Join your visit 15-30 minutes prior to your scheduled date and time.

(See details in the next section for how to set up and download needed app.)

  1. Download the MyChart app
    • You will need the MyChart app on your phone, tablet, or computer. Here's what the icon looks like in the app stores:
      • If joining from a cell phone, tablet, or iPad, download the MyChart App.
        • Open the app and search for Akron Children’s Hospital. Click Add organization.
      • If joining from a computer, click the MyChart link here.
  2. Log into MyChart
    • Already have a MyChart Account - just log in.
    • No MyChart account, but have a scheduled virtual visit - check your e-mail for a link to set up an account.
    • No MyChart account and no e-mail with link - request access online by clicking here.
  3. e-Check-in

Patient should present for a telehealth appointment the same as for an in-person appointment. This includes:

  • Dressing patient modestly
  • Choosing a private and quiet place with plenty of light and limiting background noise
  • Occupying younger kids with a small toy or book to help put them at ease
  • If the appointment is for a minor, then an adult must also be present
  • For the safety of all, please do not initiate your virtual visit when driving

Depending on the nature of the appointment, here are some things you may be asked to prepare for patient beforehand.

  • List of current medications or gather the actual bottles
  • Medical history
  • Symptoms, questions, concerns to discuss
  • Pharmacy contact information
  • Measurements like weight and temperature

  1. Log in to your MyChart account.
  2. Select your child scheduled for the virtual visit and click on today's visit.
    • Follow the steps to complete the pre-check-in process.
  3. Click join video visit.
    • Complete the hardware test and select join call.

Virtual visits are available in many specialties for new and established patients. Be sure to ask when scheduling if a virtual visit is an option for your child.  

You can connect 30 minutes prior to your scheduled appointment time. It is recommended that you join at least 15 minutes prior to ensure you can connect successfully. If you are going to be late to your appointment you should contact the department to let them know. They may need to reschedule. ​​​​​​​

This will display until a clinical staff member or the provider has joined the call.  Please be patient and feel free to call your department if no-one connects with you 5 minutes after your scheduled appointment time.

Try resetting your password. If that does not work call the MyChart Helpdesk at 330-543-4400 and select option 2.

Connect to Wi-Fi if possible (preferably not a hotspot). If you must use a hotspot, then place the hotspot near a window to receive a better signal.

  • Being closer to the hotspot will also help improve the wireless signal.
  • Disconnect other devices from the Wi-Fi or hotspot if possible.

Check to make sure you allowed the MyChart App access to your Camera and Microphone.

To check these settings on an iOS device, go to Setting>Privacy>Microphone and scroll down to the app to make sure it is toggled on by the green indicator. Follow the same steps for the Camera Privacy>Camera and scroll down to make sure it is toggled on.

For an Android device go into your phone Settings>Apps and search for the MyChart App and make sure you allow access to Camera and Microphone.

If you have allowed access to MyChart to your Microphone and Camera and you are still having an issue, exit the video visit and rejoin the call in MyChart.

If your mobile device receives an incoming call during your video visit, you will need to check and turn on your video and audio.

From MyChart, click the join video visit button to re-enter the session.

Call the MyChart Helpdesk at 330-543-4400 and select option 1.