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BC Virtual Visit

BC Virtual Visit is a secure virtual health platform that allows 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.
What do I need?
What do I need for a BC Virtual Visit?

  • To 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.

For computer or laptop users:

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

For smartphone or tablet users:

  • 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 or Firefox).
Please see the second tab for instructions on how to download the app on your device.


Download the app
Download the BC Virtual Visit app
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You may need to download the BC Virtual Visit app depending on the device you choose for your appointment. 

We recommend that you use a computer or laptop and download the app for the best experience.  

For computer or laptop users:
  • You can either download the BC Virtual Visit app or use a supported web browser (Chrome or Firefox)
    • Internet Explorer (IE) and Safari browsers will NOT work

For smartphone or tablet users:

  • 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 or Firefox).

Download the app a day or two before your appointment so there is time to solve any technical issues.                

Click on the appropriate section below to find instructions on how to download and install the app for your device.

After you have downloaded and opened the app, you must return to your appointment email invitation and click the “Enter Waiting Room” link to join. Future appointments from this device will automatically open in the app.

Smartphones and tablets


Downloading the iPad BC Virtual Visit Client App

Downloading the iPhone BC Virtual Visit Client


If you use an iPhone or iPad you must use the BC Virtual Visit application (app) to attend your BC Virtual Visit appointment. You will only have to download the app once. 

For each appointment, you will receive an invitation from your provider through email or SMS text. Please see below for how to download the app directly from App Store or via your BC Virtual visit invitation. 

If you do not download the app from the App Store on your device, you will be prompted to download it when you click the “Enter Waiting Room” link from your email or text appointment invitation.                        

Option 1 – Downloading from the App Store in advance of your appointment


  1. Open the App Store by tapping on the App Store icon. Tap the Search icon to allow you to search apps in the App Store.
  2. In the Search field, enter BC Virtual Visit. Tap on the BC Virtual Visit app icon when it shows on your screen.
  3. To download and install the app to your device tap the GET icon for the BC Virtual Visit app. You may be prompted to enter your device passcode, iTunes password, or use Fingerprint ID or Face ID to download the app. This will depend on the security settings of your device.

Option 2 – Downloading from your email or SMS text invitation


  1. Click the “Enter Waiting Room” button from your email invitation, or the link from the top of your SMS text, to be prompted to download or open the BC Virtual Visit app. Click the App Store button to be redirected to the app in the app store. 
  2. If you have already downloaded the app, simply tap “Confirm” to open the app.
  3. In App Store tap the GET icon for the BC Virtual Visit app. You may be prompted to enter your device passcode, iTunes password, or use Fingerprint ID or Face ID to download the app. This will depend on the security settings of your device.
  4. Once you have downloaded the app, you will need to return to your invitation to enter the waiting room. Click on the “Enter Waiting Room” button from your email invitation again to be prompted with the page below, or if you are joining via an SMS text invitation click on the link in the SMS text. This time, tap CONFIRM at the bottom of the page. Tap Open in the small pop up window that appears.
  5. Tap CHECK-IN on the next screen to be connected to the virtual waiting room.
For technical support, please contact the Citizen Support Desk at 1-844-442-4433.


BC Virtual Visit: Downloading the Android client app

Option 1 – Downloading from the Play Store in advance of your appointment

  1. Open the Play Store. Navigate to the search field, you will most commonly find it on the top.
  2. In the Search field, enter BC Virtual Visit. Then tap the bc virtual visit field displayed in the list, or tap the search icon. Then tap on the icon for BC Virtual Visit.
  3. Tap the Install icon to download the BC Virtual Visit app. You may be prompted to enter a passcode to download the app, this will depend on the security settings of your device.

Option 2 – Downloading from your email or SMS text invitation


  1. Tap the “Enter Waiting Room” icon from your email invitation, or the link from the top of your SMS text. Tap the “Play Store” button to be redirected to the application in the Play Store.
  2. Tap the Install icon to download the BC Virtual Visit app. You may be prompted to enter a passcode to download the app, this will depend on the security settings of your device.
  3. Once you have downloaded the application, you will need to return to your invitation to check in for your appointment. Tap on the “Enter Waiting Room” button from your email invitation again. This time, tap CONFIRM at the bottom of the page.
  4. You may receive a pop asking if you want to continue to “Open with” the app or browser. Tap the BC Virtual Visit icon.
  5. You may receive notification asking for permission to allow the use of your device audio and video, tap ALLOW.
  6. Tap CHECK-IN on the next screen to be connected to the virtual waiting room.
For technical support, please contact the Citizen Support Desk at 1-844-442-4433.

Computers or laptops

Downloading the Mac Desktop BC Virtual Visit app


  1. Click on the “Enter Waiting Room” button from your email invitation.
  2. You may get a browser prompt asking if you would like the site to open the download link. Click “Choose Application” and then “Teladoc Health Patient” and “Open Link”.
  3. A browser window will open and ask if you would like to Download App or Continue in Browser. Click Download App to start the download.
    • If you are using a Firefox browser, you may receive a prompt asking how you would like to open the file. Click “Open with DiskImageMounter (default)”, then click OK.
    • If in Chrome, you will see the download at the bottom of your browser window. Click on the file after it has finished downloading. 
  4. A dialog box will appear that prompts you to drag the “Teladoc Health Patient” app to the “Applications” folder icon. Drag the app to the folder. 
  5. Click the Launchpad icon.
  6. Look for “Teladoc Health Patient” to ensure the app has been installed (position or page may vary). 
  7. Go back to your email invitation, and click on the “Enter Waiting Room” button again. You will be redirected to the same welcome page you saw before, this time click on Open App. You may receive a pop-up window asking to “Open Teladoc Health Patient?”, if so, click “Open Teladoc Health Patient”.
  8. You may be prompted to confirm that you want to open the app downloaded from the internet. Click Open. The app will open, and you will be directed to the BC Virtual Visit check in page. Click CHECK-IN to enter the waiting room. 
For technical support, please contact the Citizen Support Desk at 1-844-442-4433.
 
  1. Click on the “Enter Waiting Room” button from your email invitation.
  2. A browser window will open and ask if you would like to Download App or Continue in browser. Click Download App to start the download.
  3. You will see the download at the bottom of your browser window.
  4. Click on the file after it has finished downloading. If you get a pop-up window, click Run to begin installing the app.
  5. Once the app is installed, you will see a Welcome page window pop up.
  6. Go back to your email invitation, and click on the “Enter Waiting Room” button again. You will be redirected to the same welcome page you saw before, this time click on Open App. You may receive a pop-up window asking to “Open Teladoc Health Patient?”, if so, click “Open Teladoc Health Patient”.
  7. You may be asked to switch apps, if so, click YES to go to the check-in page for BC Virtual Visit.
  8. The app will open and you will be directed to the BC Virtual Visit check in page. Click CHECK-IN to enter the waiting room.
For technical support, please contact the Citizen Support Desk at 1-844-442-4433.

 
 


Your appointment

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 and Firefox; Internet Explorer and Safari are 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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