Video Visit Instructions

Thank you for choosing to have a Video Visit with a NH+C healthcare provider. Below are instructions for how to make the most of your Video Visit using your phone, computer or tablet. 

 Video visit instructions for phone or tablet (English;pdf)

Video visit instructions for computer (English; pdf)

Instrucciones de Visita en Video una Computadora (Spanish; pdf)

Visita en Vídeo para Teléfono Móvil o Tableta (Spanish; pdf)

Preparing for your Video Visit

Please be sure to read through and follow these steps well before your appointment.

• NH+C partners with a company called Backline (Dr. First). You may see these names along with NH+C.
• Please use one of the following browsers: Chrome, Safari, or Firefox. Internet Explorer will not work.
• Ensure you have a computer with a camera and microphone or a smart phone with a front-facing camera. Tablets can also be used.
• Make sure you have access to a strong internet connection or a strong cellular connection if using a mobile device. Close all other programs on your computer or mobile device.
• If possible, arrange a private place for your visit that limits background noise and interruptions. Make sure you are in a well-lit area, so your face is clearly visible to your provider
• Think about what you want to discuss with your provider. What are your issues and concerns? Do you need any prescriptions renewed or need a new one? Have a list of questions you want to ask.

If You’re Using a Mobile Device

• Make sure your battery is adequately charged [at least 30%] or the device is plugged in and charging.
• Set the device’s default browser settings to allow camera and microphone access [Chrome for Android or Safari for iOS].
• Please review this tutorial video for additional instructions on how to allow camera and microphone access on your mobile device.

If You’re Using a Computer

• Please use one of the following browsers: Chrome, Safari, or Firefox. Internet Explorer will not work.
• Make sure your operating system’s Privacy Settings allow camera and microphone access. Set the device’s default browser settings to allow camera and microphone access [Chrome for Android or Safari for iOS].
• Make sure that your settings do not have “pop-up’s” blocked. 
• If using an external webcam, make sure it is properly connected to your computer. Check video connection settings on your computer, make sure webcam is selected.
• Make sure you have a microphone and that it is working. If not, you can use headphones that have a built-in microphone.
• Make sure your battery is adequately charged [at least 30%] or the device is plugged in and charging.
• Consider using earbuds or a headset with a microphone for a better audio experience for you, allow your provider to hear you more clearly, and enable additional privacy. If using a headset, make sure the headset is set as your preferred audio device on your computer.

Starting Your Video Visit

To start your visit by Phone or Tablet

• Try to stabilize your mobile device. 
• Make sure you are in a well-lit area, so your face is clearly visible to your provider.
• You will receive a text that reads “(Healthcare Provider’s name) Backline wants to start a consultation with you JOIN NOW” with a link. 
• A pop-up message may appear asking you to allow notifications. Click on Allow. 
• You may get a browser incompatibility message. Ignore it. It should still work. 
• Enter the Patient’s First and Last Name, Date of Birth and then click Confirm and View Message. 
• In the message area at the bottom, type hi and hit the send arrow. This lets the healthcare provider know you are ready to start. 
• A pop-up message appears saying “You’ve received an invitation for a secure video chat with (Healthcare Provider’s Name)”. Click Accept. 
• A pop-up message may appear asking permission to use your microphone and camera. Click Allow. 
• The health care provider will then start the video visit. It may ring like a telephone too. 
• Next, you will see yourself in the upper right corner of the screen and the provider will appear in the middle of your screen. Don’t worry if you don’t see it right away - depending upon signal strength, there may be a slight delay.
• Your healthcare provider will confirm your information and also ask for verbal consent for the Video Visit. 

To start your visit by Computer

•  Make sure your audio is not muted and the volume is turned up.
• Make sure you are in a well-lit area, so your face is clearly visible to your provider.
• You will receive an email from Backline with a link to your video visit. Please check your spam folder if you don’t see it. 
• Click on the link to start the visit. 
• A pop-up message may appear asking you to allow notifications. Click on Allow. 
• Enter the Patient’s First and Last Name, and then click Confirm and Receive Message. 
• In the Type a Message Area at the bottom, type hi and hit the send arrow. This lets the healthcare provider know you are ready to start. 
• A pop-up message appears saying “You’ve received an invitation for a secure video chat with (Provider’s Name)”. Click Accept. 
• A pop-up message may appear asking permission to use your microphone and camera. Click Allow. 
• The healthcare provider will then start the video visit. It may ring like a telephone too. 
• You should be able to see your health care provider and your health care provider should be able to see you. 
• Your healthcare provider will confirm your information and also ask for verbal consent for the Video Visit. 

During and After Your Visit:

• Once you have connected with your provider, discuss your issues and concerns, request prescription renewals, get new prescriptions, etc. Many things can be addressed during a video visit. 
• Please note that video visits are just like an office visit, meaning your insurance will be billed afterward and may also require a copay. Check with your insurance plan.