Patients and Families Virtual Visits at Texas Children's
For patients completing a virtual visit:
- First time users should be logged in at least 20 minutes before the appointment in case any issues arise. Return users should be logged in 5-10 minutes before the appointment.
- Please give yourself plenty of time to log in and prepare for the appointment. The appointment time provided is the visit time, not the time to start the log-in process.
- Both the patient and parent/guardian must be present at the time of the virtual visit. If the patient is a teenager and needs to be interviewed, the parent/guardian may be asked to leave the room for part of the visit.
- For your safety, please DO NOT conduct a virtual visit from a moving vehicle.
- For certain visit types (such as dermatologic, skin, wound or postoperative care), you may need to upload photos to MyChart prior to the visit to help facilitate a correct diagnosis. Your clinic will provide instructions should photos be needed.
- Please understand that your virtual visit is HIPAA compliant, just like an in-office visit. Your personal information is kept private and secure.
How to start a MyChart virtual visit
Complete the following steps as soon as your virtual visit is scheduled
- Download MyChart app – Visit the app store on the device you will use for your virtual visit. First download the MyChart app (Apple App Store or Google Play for Android). Select Texas Children’s as the health care provider
Get started about 30 minutes before your appointment
- Log in to MyChart – Navigate to “Visits” and select your upcoming virtual visit appointment.
- Complete PreCheck-In – PreCheck-In must be completed before you will be allowed to access your virtual visit. If you have not completed PreCheck-In, please do so as soon as possible.
- Prep for Your Appointment – Find a quiet, well-lit room for you and your child. Your child must be present for the virtual visit.
Start your virtual appointment
- Click “Join Video Visit”– Once PreCheck-In is completed in MyChart, the video icon will turn green. Click “Join Video Visit” at the bottom of your screen.
- Complete Hardware Test – You will be prompted to complete a hardware test that will open in a new browser. This hardware test needs to be completed prior to your visit. Enable access to your microphone and camera. Then, type the patient’s name if it is not already populated. Once the hardware test is completed, you will see a green “Join Call” bar. The bar will be yellow if your camera is turned off. If you are seeing a red “Join Call” bar, you will need to revisit your camera and microphone connection and ensure that you have allowed the browser access to your camera and microphone.
- Click “Join Call” – Once you click the “Join Call” bar, you will be entered into a waiting room and your provider will be notified that you are ready for your visit.
If you require further assistance or are unable to connect to your appointment, please contact your provider, or call 877-361-0111 8 a.m. to 5 p.m., Monday through Friday.
For best results verify that your computer software and browser is up to date prior to your visit.
Complete the following steps as soon as your virtual visit is scheduled
- Up to Date – If you will be utilizing a personal computer for your visit, please ensure the browser you are using is Chrome 98 or later, Safari 15.2 or later OR Microsoft Edge 89 or later.
Get started about 15 minutes before your appointment
- Log in to MyChart – Visit mychart.texaschildrens.org to log in to MyChart.
- Navigate to Your Appointment – Select “Visits” from the main menu and then navigate to your upcoming virtual visit appointment.
- Complete PreCheck-In – PreCheck-In must be completed before you will be allowed to access your virtual visit. If you have not completed PreCheck-In, please do so as soon as possible.
- Prep for Your Appointment – Find a quiet, well-lit room for you and your child. Your child must be present for the virtual visit.
Start your virtual appointment
- Click “Join Video Visit”– Once PreCheck-In is completed in MyChart, the video icon will turn green. Click “Join Video Visit” at the bottom of your screen.
- Complete Hardware Test – You will be prompted to complete a hardware test that will open in a new browser. This hardware test needs to be completed prior to your visit. Enable access to your microphone and camera. Then, type the patient’s name if it is not already populated. Once the hardware test is completed, you will see a green “Join Call” bar. The bar will be yellow if your camera is turned off. If you are seeing a red “Join Call” bar, you will need to revisit your camera and microphone connection and ensure that you have allowed the browser access to your camera and microphone.
- Click “Join Call” – Once you click the “Join Call” bar, you will be entered into a waiting room and your provider will be notified that you are ready for your visit.
If you require further assistance or are unable to connect to your appointment, please contact your provider, or call 877-361-0111 8 a.m. to 5 p.m., Monday through Friday.
Disable pop-up blockers on your mobile device or computer if prompts do not appear.
Android Users
- Open Settings app from your home screen
- Select Site Settings
- Select Pop ups and Redirects
- Toggle to “Allowed”
iPhone Users
- Open Settings App in iOS
- Select Safari
- Toggle the switch next to “Block Pop-ups” to the OFF position
Use your fastest data connection for best results. This could be your cellular data or Wi-Fi. *Standard data rates apply.
Have the patient with you when joining the call.
Make sure you are in a well-lit room that is quiet. Please do not connect to a video appointment while in a moving vehicle.
If you already have the MyChart app on your mobile device, please make sure that you have the most current version by checking for app updates.
Your mobile device or computer must have a video camera connected to or built in camera on the device you are using for your virtual visit.
You can join your virtual visit up to 30 minutes before your appointment start time.
Please be advised that a virtual visit is considered an office visit, and may result in a co-pay charge according to your insurance coverage. For further information on insurance and billing please click here.
What is a virtual visit?
At Texas Children’s, we are making advances to offer your family the care you need in a more accessible and convenient way– from the comfort of your own home. We offer virtual visits, also known as eHealth, telehealth or telemedicine, with your trusted Texas Children’s providers.
What equipment is needed for a virtual visit?
All you need is a smart phone, a tablet or computer with two-way video capabilities. Please make sure your device is plugged in or fully charged ahead of your visit. If you would like additional privacy or are hearing-impaired, headphones are also recommended.
What app do I need to download for a virtual visit?
Download the MyChart app. Visit the Apple App Store or Google Play on your device and find the Epic MyChart app. Download and select Texas Children’s as the health care provider.
What is the ideal WiFi speed for a virtual visit?
Use the fastest connection available. This could be your cellular data or WiFi. Cellular connection may provide improved connection quality.
Where should we be for a virtual visit?
Find a quiet and well-lit place in your home to make sure everyone can hear well during the visit. If possible, be in a private room away from other children not having the visit. It helps to have a flash light or to be near a window or other well-lit area.
Ensure the child being seen is nearby and visible to the provider.
Due to licensing rules, you must be located in Texas to complete a virtual visit.
Who must be present for a virtual visit?
Both the patient and parent/guardian must be present at the time of the video visit. If the patient is a teenager and needs to be interviewed, the parent/guardian may be asked to leave the room for part of the visit.
Why should I use a virtual visit for my child?
Virtual visits are ideal for busy families to receive convenient quality care from your Texas Children’s provider from the safety of your home. If the provider determines that your child requires an in-person visit for further evaluation, this will be arranged.
Can more than one person call into a virtual visit at once (i.e.: both parents)?
Yes, if more than one person has access to their child’s information in MyChart. Please alert the provider and request they text or email a link to the visit from within Epic to the additional individual.
If I don’t speak English, am I still able to have a virtual visit?
Yes, the provider will have an interpreter scheduled to participate in the visit.
What should I expect from a virtual visit?
A virtual visit is similar to an in-office visit with a provider, but on an application similar to FaceTime.
How long does a virtual visit last?
A virtual visit will last anywhere between 15-30 minutes, depending on the complexity of the topic discussed. Although there is no limit to the length of a virtual visit, please understand the provider will be seeing multiple patients.
What if I can’t find my appointment link?
The link is now part of MyChart. To connect:
Open the MyChart app, go to Appointments and Visits.
Complete the PreCheck-in questions and then you will be able to click on the Join Video Visit button.
If you are unable to connect to your appointment, please call us at 877-361-0111.
Who is eligible for a virtual visit?
All patients are eligible for virtual visits; however, your provider may request an in-person evaluation as necessary.
Do I need an appointment for a virtual visit?
Your virtual visit will have a scheduled appointment time. It is important to connect prior to your appointment time. First time users should allow for 20 minutes of log-in and troubleshooting time, while return users should allow for 5-10 minutes of log-in time. The time provided is the visit start time rather than log-in time.
What if the provider isn’t on the virtual visit immediately?
The provider may be running a few minutes late. Please remain on the line for 5-10 minutes, even if you see a blank black screen. If for some reason they do not join, please call us at 877-361-0111.
What if I have trouble connecting during my virtual visit?
Check your internet connection. Use the fastest connection available. This could be your cellular data or WiFi. Standard data rates may apply. If on WiFi, try disabling WiFi, or switch WiFi networks.
Close all apps/windows in the background and disable pop-up blocker.
Uninstall and then reinstall the application on the same device.
Use a different device to download the application and connect.
Turn your device off and restart.
If you are still having problems, please call us at 877-361-0111.
Can the provider on the virtual visit have access to my child’s medical records?
Yes, they will be able to access their electronic medical record during the visit.
Can the provider on the virtual visit write a prescription for my child?
Yes, when appropriate, an e-prescription can be sent to your preferred pharmacy.
When should I not receive a virtual visit?
A virtual visit may not be ideal when the patient needs to be seen in-person for a specialized exam, test or procedure.
Is my virtual visit secure?
Yes, Texas Children's is utilizing secure HIPPA compliant software for these visits.
Who do I contact if I have any follow-up questions after my virtual visit?
You may message your provider through MyChart or call the office with any follow-up questions.
How much does a virtual visit cost?
Please be advised that a virtual visit is considered an office visit, and may result in a co-pay charge according to your insurance coverage. For further information on insurance and billing please click here.
Purpose: You can easily join a visit with your provider even without MyChart.
Make sure to keep your email and cell phone number updated with your provider.
When it is time for your telemedicine visit your provider or the provider’s medical assistant will send a link to your phone or email.
Click on the link sent to you and you will be connected to your provider.
Texas Children's Virtual Care
Virtual urgent care visits allow your child to be seen from the comfort of your home by healthcare providers who specialize in pediatric clinical care. We will send a summary of your visit to your pediatrician at the conclusion of your visit. If a prescription is needed, we will send it directly to your local pharmacy.
