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BC Virtual Visit

BC Virtual Visit is a secure virtual health platform that enables video visits with a health-care provider using a personal smartphone, tablet or computer. Talk to your health-care provider to find out if a virtual health visit will meet your care needs.
BC Virtual Visit is a provincial collaboration. Supporting resources for your virtual health visit, specific to your health region, may also be available. Visit your local health authority website for more information, or check the Contact Us section on this page for links to your health region.


Privacy and confidentiality policy


BC Virtual Visit

Patients

What do I need for a BC Virtual Visit?

ios_rounded_reduced.pngTo have a virtual visit with your health-care provider, you will need:
  • A secure internet or Wi-Fi connection (your home Internet is recommended)
    • If you are not using your home Wi-Fi, be aware of your data plan to avoid unexpected charges from your telecommunications provider. 
  • A computer, laptop, smartphone (iOS or Android), or tablet. It should be charged or plugged in, and include the following:
    • A camera, speakers, and a headset (recommended) or microphone
    • The latest operating system
    • You may also need to download the BC Virtual Visit App on the device you choose for your appointment. We recommend that you use a computer/laptop and download the app for the best experience.
Download the BC Virtual Visit app 
You may need to download the BC Virtual Visit app depending on the device you are using for you appointment. 
We recommend that you use a computer or laptop and download the app for the best experience. We also recommend you download the app a day or two before your appointment so there is time to resolve technical issues should they arise. 
See the guides below for instructions on how to download the app: 

Computers or laptops

  • You can either download the app or use a supported web browser (Chrome, Firefox, Safari and Edge)
  • Internet Explorer (IE) will NOT work

Smartphones and tablets

  • Apple (iPhone or iPad) users must download the BC Virtual Visit mobile app 
  • Android users do not have to download the app. You can join from a supported web browser (Chrome, Firefox, Safari and Edge).

For technical support, please contact Patient Virtual Health Care Tech Support at:
  • 1-844-442-4433 
  • Monday to Friday, 7 a.m. to  7 p.m.
  • Saturday 10 a.m. to 2 p.m., excluding statutory holidays
Your appointment 
Please note: This webpage provides guidelines if you already have a BC Virtual Visit appointment booked with your provider or clinic.

You cannot request a BC Virtual Visit on this webpage. If you are looking to connect with a health-care provider virtually, please contact your family physician or clinic directly to confirm they perform virtual health care.  
 
You can call HealthLink BC at 8-1-1 to find a walk-in clinic or an Urgent and Primary Care Centre (UPCC) near you.

Welcomebc.ca provides additional resources for navigating health care in B.C.

How do I get an invitation to a BC Virtual Visit?

You will receive an appointment invitation via email or SMS text message that contains appointment information and a link to your scheduled appointment.

Join your appointment a few minutes early to test your audio and video, and to get technical help if needed. Before your appointment, you will need:
  • Your chosen device and BC Virtual Visit app (if using)
    • See “What do I need for a BC Virtual Visit?” to check your device is supported.
  • Your BC Services Card or driver's licence with Personal Health Number (PHN)
  • A private space with good lighting so your health care team can see your face
  • A pen and paper, in case you want to write anything down
  • Your healthcare team’s phone number, in case you have technical issues
Once you have prepared for your appointment and downloaded the app if needed, you are ready to attend your appointment. 

We want your appointment to be a success. This page has step-by-step instructions for joining your scheduled BC Virtual Visit appointment and testing your connection. 

Your provider will join you when they are ready to start your appointment. They will ask you to identify yourself, and any other people that may be attending the appointment with you. Your provider may also ask for your address or location at the start of your visit for your safety.

Here are some tips for a smooth appointment: 
  • Do not navigate away from the waiting room or lock your device while waiting to be connected.
  • If your device goes to sleep or is locked while you wait, you may need to join again from your original invitation.
  • Sit a few feet (one metre) away from your camera, and avoid bright lights or other distracting objects behind you. 
  • If you have a family member or friend with you, please introduce them at the start of the visit. 
  • If you feel uncomfortable or the virtual health visit does not meet your needs, you can stop it at any time and schedule a telephone or face-to-face appointment for another time.
We want your BC Virtual Visit appointment to be a success. This page contains steps for joining your scheduled BC Virtual Visit appointment and testing your connection.  

Step 1. Email or SMS notification

You will receive an appointment invitation via email or SMS text message that contains appointment information and a link to your scheduled appointment.

Click the ENTER WAITING ROOM link to join the virtual waiting room*. Remember to use a supported browser: Chrome,  Firefox, Safari and Edge; Internet Explorer is not supported and will not work. 

*If you do not have the BC Virtual Visit app on your device, you will be prompted to download it at this point. See [Downloading the BC Virtual Visit App (Link)] for more information. 

Don’t see the email? Check your junk or spam folders. 
Do not share your BC Virtual Visit email/SMS invitation with others. This is meant just for you to access your appointment. 

Step 2: Test your audio, video and internet connection

Click "check-in". 


Testing your connection on a desktop or laptop


Before being placed into the Virtual Waiting Room, you will be prompted to test your audio, video, and internet connection to ensure your device is ready to go. You may see a prompt to allow access to your camera and microphone, select “Allow.” Your audio/video and internet connection is good if:
  1. You can see yourself in the video window
  2. When you speak, you see a green line lighting up 
  3. You see a green check mark next to the Connectivity Test after a few moments 
If you need to change your video or audio source, use the dropdown menu next to the camera and microphone icon. 
If all tests are successful, click "Proceed" to enter the waiting room. 

If you require support, please contact us at 1-844-442-4433 Monday to Friday, 7 a.m. to 7 p.m. Pacific Time, Saturday 7 a.m. to 2 p.m. (excluding statutory holidays).

Testing your connection on a mobile device (iPhone/iPad) 


Click "Test Connection." 

Step 3. Virtual Waiting Room


You are now in the Virtual Waiting Room, your provider will connect shortly.
Keep this window open! Do not close your browser, navigate away or lock your device while you wait for your provider to connect.

Step 4. Virtual appointment begins


Downloading and Installing the BC Virtual Visit app

You may need to download our BC Virtual Visit app for your appointment. Make sure you have the latest version of the app for your chosen device before your appointment.

To view the in-call functions you will have access to as a patient on the call, see the guide In-call functions for patients (PDF)

 

FAQs
Use a home Wi-Fi or wired network to support the privacy and security of your appointment. Try not to use public Wi-Fi connections (e.g., guest Wi-Fi at a coffee shop).

If it is necessary to use public Wi-Fi connections, please review the terms of use when connecting as they may specify the right to capture or your record information.

How is my privacy protected?

Your BC virtual visit follows the same policies and procedures for in-person medical care. The policies follow the B.C. Freedom of Information and Protection of Privacy Act (FIPPA). Only those health care providers involved in your care are allowed to see or hear your personal health information.

Privacy during your appointment

  • BC Virtual Visit is secure and encrypted; 
  • All transfer of data and video are safe from unauthorized access and kept confidential; 
  • BC Virtual Visit abides by national, provincial, and regional health authority Privacy and Security Standards;
  • BC Virtual Visit appointments will not be recorded*
*If you plan to take or share photos, video, or audio recordings, ensure you ask for and receive the permission of everyone who may be captured by the recording. Thank you for respecting the privacy rights of others.

You can invite a family member or friend with you, when appropriate.  Please introduce them at the start of the visit. If someone is joining your visit in person and they are not in the camera view, please let your health care provider know.

 
If you end the call by mistake, click the link in your appointment email or SMS text message to re-join. If that doesn’t work, contact your provider’s office and ask them to send you another appointment invitation.

If your provider ends the call by mistake, stay in the Virtual Waiting Room until they re-join.
For urgent help with your connection, joining your appointment, finding your appointment email, or general questions about the service, contact Patient Virtual Health Care Tech Support at:
  • 1-844-442-4433
  • Monday to Friday, 7 a.m. to 7 p.m.
  • Saturday 10 a.m. to 2 p.m., excluding statutory holidays
Contact your provider’s office if you have questions about your appointment, or need to reschedule.

This toolkit (PDF) from Accreditation Canada and Health Standards Organization has checklists to help patients, health professionals and digital teams prepare for virtual health visits.

 
Providers

ios_rounded_reduced.png
BC Virtual Visit is a secure video solution that allows you and your clinic to connect with your clients from the comfort of their home, using a personal smartphone, tablet, laptop or desktop computer. 

If you are a care provider interested in using the BC Virtual Visit solution, you can contact our virtual care team for a demo or more information on the features of BC Virtual Visit at:
officeofvirtualhealth@phsa.ca

Accessing BC Virtual Visit 
Depending on the device you plan to use for your BC Virtual Visit appointment, you may be required to download an application if you do not have a managed device, or are using a personal device. 

See the guides below for instructions on how to download the provider app:
The following guide shows you the in-call functionalities as a provider using BC Virtual Visit:

Privacy and security 
To support the privacy and security of your appointment, please avoid using public Wi-Fi connections, e.g. guest Wi-Fi at a coffee shop. 

If it is necessary to use public Wi-Fi, please ensure to review the terms of use as they may specify the right to capture or record information. 

During your appointment:

  • BC Virtual Visit is secure and encrypted
  • All transfer of data and video are safe from unauthorised access and kept confidential 
  • BC Virtual Visit abides by national, provincial and PHSA privacy and security standards
  • BC Virtual Visit appointments will not be recorded*
*if you plan to take or share photos, videos or audio recordings, ensure you ask for and receive the permission of everyone who may be captured in the recording. Thank you for respecting people’s privacy right.  

Terms of Use  
Please refer to your health authority’s virtual health team to view the terms of use. 

Technical support 
Support for health-care professionals: Please contact the service desk in your health authority:


Provincial Health Services Authority
(604) 675-4299  
servicedesk@phsa.ca

Island Health
(250) 370-8777
servicedesk@islandhealth.ca

Providence Health Care/Vancouver Coastal Health
(604) 875-4334 
servicedesk@vch.ca


Your appointment

Please note: This webpage provides guidelines if you already have a BC Virtual Visit appointment booked with your provider or clinic.

You cannot request a BC Virtual Visit on this webpage. If you are looking to connect with a health-care provider virtually, please contact your family physician or clinic directly to confirm they perform virtual health care.  
 
You can call HealthLink BC at 8-1-1 to find a walk-in clinic or an Urgent and Primary Care Centre (UPCC) near you.

Welcomebc.ca provides additional resources for navigating health care in B.C.


How do I get an invitation to a BC Virtual Visit?


You will receive an appointment invitation via email or SMS text message that contains appointment information and a link to your scheduled appointment.

Join your appointment a few minutes early to test your audio and video, and to get technical help if needed. Before your appointment, you will need:
  • Your chosen device and BC Virtual Visit app (if using)
    • See “What do I need for a BC Virtual Visit?” to check your device is supported.
  • Your BC Services Card or driver's licence with Personal Health Number (PHN)
  • A private space with good lighting so your health care team can see your face
  • A pen and paper, in case you want to write anything down
  • Your healthcare team’s phone number, in case you have technical issues
Once you have prepared for your appointment and downloaded the app if needed, you are ready to attend your appointment. 

We want your appointment to be a success. This page has step-by-step instructions for joining your scheduled BC Virtual Visit appointment and testing your connection. 

Your provider will join you when they are ready to start your appointment. They will ask you to identify yourself, and any other people that may be attending the appointment with you. Your provider may also ask for your address or location at the start of your visit for your safety.

Here are some tips for a smooth appointment: 
  • Do not navigate away from the waiting room or lock your device while waiting to be connected.
    • If your device goes to sleep or is locked while you wait, you may need to join again from your original invitation.
  • Sit a few feet (one metre) away from your camera, and avoid bright lights or other distracting objects behind you. 
  • If you have a family member or friend with you, please introduce them at the start of the visit. 
  • If you feel uncomfortable or the virtual health visit does not meet your needs, you can stop it at any time and schedule a telephone or face-to-face appointment for another time.
We want your BC Virtual Visit appointment to be a success. This page contains steps for joining your scheduled BC Virtual Visit appointment and testing your connection.  

Step 1. Email or SMS notification

You will receive an appointment invitation via email or SMS text message that contains appointment information and a link to your scheduled appointment.

Click the ENTER WAITING ROOM link to join the virtual waiting room*. Remember to use a supported browser: Chrome,  Firefox, Safari and Edge; Internet Explorer is not supported and will not work. 

*If you do not have the BC Virtual Visit app on your device, you will be prompted to download it at this point. See [Downloading the BC Virtual Visit App (Link)] for more information. 

Don’t see the email? Check your junk or spam folders. 
Do not share your BC Virtual Visit email/SMS invitation with others. This is meant just for you to access your appointment. 

Step 2: Test your audio, video and internet connection

Click "check-in". 


Testing your connection on a desktop or laptop

Before being placed into the Virtual Waiting Room, you will be prompted to test your audio, video, and internet connection to ensure your device is ready to go. You may see a prompt to allow access to your camera and microphone, select “Allow.” Your audio/video and internet connection is good if:
  1. You can see yourself in the video window
  2. When you speak, you see a green line lighting up 
  3. You see a green check mark next to the Connectivity Test after a few moments 
If you need to change your video or audio source, use the dropdown menu next to the camera and microphone icon. 
If all tests are successful, click "Proceed" to enter the waiting room. 

If you require support, please contact us at 1-844-442-4433 Monday to Friday, 7 a.m. to 5 p.m. Pacific Time (excluding statutory holidays).

Testing your connection on a mobile device (iPhone/iPad) 

Click "Test Connection." 

Step 3. Virtual Waiting Room

You are now in the Virtual Waiting Room, your provider will connect shortly.
Keep this window open! Do not close your browser, navigate away or lock your device while you wait for your provider to connect.


Step 4. Virtual appointment begins


Downloading and Installing the BC Virtual Visit app

You may need to download our BC Virtual Visit app for your appointment. Make sure you have the latest version of the app for your chosen device before your appointment.


FAQs

Use a home Wi-Fi or wired network to support the privacy and security of your appointment. Try not to use public Wi-Fi connections (e.g., guest Wi-Fi at a coffee shop).
If it is necessary to use public Wi-Fi connections, please review the terms of use when connecting as they may specify the right to capture or your record information.

How is my privacy protected?

Your BC virtual visit follows the same policies and procedures for in-person medical care. The policies follow the B.C. Freedom of Information and Protection of Privacy Act (FIPPA). Only those health care providers involved in your care are allowed to see or hear your personal health information.

Privacy during your appointment

  • BC Virtual Visit is secure and encrypted; 
  • All transfer of data and video are safe from unauthorized access and kept confidential; 
  • BC Virtual Visit abides by national, provincial, and regional health authority Privacy and Security Standards;
  • BC Virtual Visit appointments will not be recorded*
*If you plan to take or share photos, video, or audio recordings, ensure you ask for and receive the permission of everyone who may be captured by the recording. Thank you for respecting the privacy rights of others.

You can invite a family member or friend with you, when appropriate.  Please introduce them at the start of the visit. If someone is joining your visit in person and they are not in the camera view, please let your health care provider know.

 
If you end the call by mistake, click the link in your appointment email or SMS text message to re-join. If that doesn’t work, contact your provider’s office and ask them to send you another appointment invitation.

If your provider ends the call by mistake, stay in the Virtual Waiting Room until they re-join.
For urgent help with your connection, joining your appointment, finding your appointment email, or general questions about the service, contact our help desk at 1-844-442-4433 Monday to Friday, 7 a.m. to 5 p.m. PT (excluding statutory holidays).

Contact your provider’s office if you have questions about your appointment, or need to reschedule.

This toolkit from Accreditation Canada and Health Standards Organization has checklists to help patients, health professionals and digital teams prepare for virtual health visits.

 




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SOURCE: BC Virtual Visit ( )
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