What to expect if you have been scheduled for a telephone or video visit with your care team at UHN
Download a printable version
During a virtual visit, you do not come to the hospital to meet in person. Instead, you speak with your care team using a regular phone, smartphone, tablet or computer.
Virtual visits are not new. UHN and healthcare teams across Ontario have been using virtual visits for some time. We are using virtual visits more often at UHN to reduce how many people come to the hospital. This is to protect our patients, staff and the community from the spread of COVID-19.
Your healthcare team talks to you about your current health status, any symptoms you are experiencing and your needs. If your care team feels that an in-person visit is needed instead of a virtual visit, they will discuss your options and next steps with you.
Virtual Care can only be provided if you are in Ontario* at the time of your visit.
*There are videoconferencing options available if you live outside of Ontario. Contact your clinic to learn more about out-of-province options.
Your care team may call you to discuss changing your upcoming appointment to a virtual visit.
- They will talk to you about options for virtual care. This may include offering a phone call or a video call using secure, private, and confidential software.
- They will give you instructions on how to prepare.
- They will also ask for your verbal consent for the upcoming appointment.
- They will let you know the day and time of your virtual visit and confirm they have your preferred contact information.
The decision on which type of virtual visit you have will be made based on your care needs and the technology you and the clinic have access to.
If you use
myUHN Patient Portal:
- Phone or video visits may appear as
-
Telephone Appointment
-
Microsoft Teams Video Visit
-
Microsoft Teams Group Video Visit
-
OTN Invite Virtual Visit
- Your clinic will contact you to explain how the virtual visit will work.
myUHN Patient Portal lets you see changes to your appointments and access your results and reports online. If you don't use myUHN Patient Portal and would like to, contact the myUHN Support team by:
Phone: 416 340 3777 or
Email:myuhn@uhn.ca
Phone visit
- Your care team will call you within 1 hour of the scheduled time.
- A call from a UHN number may appear as a 'UNIV HLTH NTWK' or Unknown Caller or No Caller ID. Patients with older Android phones have reported that calls from their UHN doctor may appear as a call from a different UHN doctor or a number that is not recognized.
- Please answer if you are expecting a call from your care team to be sure they can get in touch with you.
- You and your care team talk about how you're feeling, your questions and the next steps in your care plan.
Video (video conference) visit
- You will receive an email with a link to use and instructions on how to connect with your care team at a scheduled time.
- You and your care team will talk about how you're feeling, your questions and the next steps in your care plan.
- UHN uses secure video conferencing tools.
- Personal health information discussed during video conferencing visits is not stored or kept by the software or service in any way.
- If you or your provider have any trouble with the video or audio on your devices, your care team will call you on the phone to complete your appointment.
What is Microsoft Teams?
- Microsoft Teams is one of the tools that UHN uses for virtual visits.
- You will receive an email with the appointment link and information to join your Microsoft Teams virtual visit.
What is the Ontario Telemedicine Network (OTN)?
- Ontario Telemedicine Network (OTN) is one of the tools that UHN uses for virtual visits. OTN is secure and private (encrypted).
- If you agree to participate in a virtual visit, UHN will need to provide OTN with your name and email address. Your care team will schedule your virtual visit with OTN.
- You get an email from
do-not-reply-otninvite@otn.ca
- Do not reply to the email or send the video conference link or appointment email to anyone.
- This email contains your care provider's name and the date and time of your virtual visit.
- It will also have a link to access your appointment and instructions on using OTN.
Please call your care provider's office if you have any questions regarding your OTN appointment or if you do not receive this email from OTN.
- UHN may also send you appointment information and other general information by email or text if you have consented to receive information in this way.
- Please do not send emails for urgent symptoms, questions or in an emergency. If you have an urgent medical issue, please call 911 or visit an Emergency Department or Urgent Care Centre.
- Some care areas may send you a follow-up survey after your appointment by email or text. This is to help us to improve the quality of care we deliver. They should let you know about this during your appointment, so check with them that they have your preferred contact details.
- If you receive a link to a survey and are not sure if it is coming from your care team, please call them to check before clicking on any links.
Electronic communication, including virtual visits and email, may have some risks. Third parties may take over electronic communication and introduce malware, phishing scams, or other unauthorized access.
UHN is not responsible for the security of patients' internet service providers, email domains, personal devices or personal computers.
We suggest that you use your personal email when communicating about your health and not a work email address, as your employer may have the right to inspect your work email.
Use a secure internet connection. Do not use a public internet connection such as at the airport, internet café, public library or other open areas. Other people may be able to use the link to listen in on your appointment without you knowing.
For more information on how to protect yourself against security risks associated with electronic communication, read this article on UHN.ca:
Don't let a phishing attack reel you in.
Protecting your privacy
Your privacy is very important to us at UHN. We protect your privacy during virtual visits in the same way as we do during a clinic visit.
This means:
- Only the people providing care to you will be present during your appointment.
- Our discussion during the visit will be documented in your health record, just like an in-person appointment would be.
We suggest that you take similar steps to protect your own privacy. This means being aware of your surroundings and who may be able to overhear your virtual visit.
You can decline or withdraw your consent for virtual visits or communication using email or text, at any time by contacting your care provider. Please know that this may lead to delays in your care during this challenging time, as only urgent in-person appointments are being offered in our clinics right now.
Interpretation services are available for all virtual visits. Let your healthcare team know before your appointment if you need an interpreter.
- Phone: 416 340 3777 or
- Email:
myUHN@uhn.ca
- Hours: Monday - Friday, 9:00 am - 5:00 pm
If you have questions or need help preparing for your virtual visit, please contact our team at least 2 days before your appointment. Our team is ready to help you with answers to the following questions:
- General inquiries about virtual care
- How to prepare for a virtual visit, including hardware or software requirements
- Clarifying virtual care appointment information in myUHN or appointment reminders
- Microsoft Teams inquiries, as it pertain to conducting virtual visits
- Digital literacy support, including technical virtual care troubleshooting
Ontario Telemedicine Network
Website:
https://otn.ca
Microsoft Teams
Brochure:
Virtual Visits at UHN using Microsoft Teams: A Quick Guide
UHN Privacy Office
Phone: 416 340 4800 ext. 6937
myUHN Patient Portal Support Team
Phone: 416 340 3777
Email:
myuhn@uhn.ca
Visit the
myUHN Patient Portal YouTube Channel for helpful tips.
Digital Health for All
A guide to the digital tools and resources for your healthcare journey at UHN and beyond. Learn more about Digital Health for All.
