Virtual Visits: FAQs

Need Help?

Here are answers to the most frequently asked questions about virtual visits at UVA Health.

General FAQs

What is a virtual visit?

A virtual visit is an appointment that occurs through either:

  • Video (online using your computer, tablet, or smartphone)
  • Phone call

This visit can occur with a doctor, nurse practitioner, physician assistant, physical therapist, or other clinicians.

Are all appointments eligible for virtual visits?

No. While many health problems can be taken care of through a virtual visit, some problems require an in-person visit.

What are the benefits of virtual visits?

Virtual visits may replace an in-person visit and help you:

  • Get care more quickly
  • Save the time and expense of travel
  • Stay home with your children or other loved ones

During the current COVID-19 pandemic, virtual visits are a safe way to receive care for routine and some urgent health problems.

How do I know if a virtual visit is right for my needs?

While virtual visits work for many health problems, some problems require an in-person visit. Contact your clinic to ask if a virtual visit is right for you.

How do I know if I can do a virtual visit with my clinician?

Contact your clinic to find out if virtual visits are available with your clinician.

If I have a medical emergency, is a virtual visit the best way to receive care?

No. If you have a medical emergency, call 911 or go to the nearest emergency department.

Scheduling FAQs

How do I schedule a virtual visit?

Contact your clinic:

Ask if your health problem can be taken care of through a virtual visit or if an in-person visit is needed.

Can I schedule a virtual visit if I am a patient who is new to UVA?

Contact the clinic to find out if your first visit with a clinician can be done through a virtual visit. Find a location close to you.

What if I need to reschedule or cancel my appointment?

Cancel or reschedule your appointment by contacting the clinic or through MyChart.

Are language support services available?

In many cases, language services are available. Ask your clinic when scheduling your visit.

Billing FAQs

How will I be billed?

Through your insurance. Typical copays apply. Contact your insurance provider for more information.

Get more information about UVA billing and insurance.

Technology FAQs

What apps do I need to connect to a video visit?

You don't need to download any apps to connect to a video visit. You can connect to your video visit through your online MyChart account. 

The MyChart app is available for your tablet or smartphone. You can also connect to virtual visits through the app.

How do I view my future virtual visits?

You can view your scheduled appointments and connect to your scheduled video visit on MyChart.

How do I know if my camera, audio, and internet will work for my video visit?

Please test your computer or mobile device before your scheduled video visit.

  • You can test your computer, tablet, or smartphone through MyChart in the appointment details of the scheduled video visit.
  • You can also perform a self-test at any time through Zoom by visiting the Zoom website from your computer, tablet, or smartphone. Click the “Join” button and follow any additional instructions on your screen.

How do I check my internet speed and what is the recommended speed?

Test your speed here by clicking “Run Speed Test”.

  • Recommended speed: 1 Mbps download AND upload speeds
  • Minimum speed: 0.5 Mbps (512 Kbps) download AND upload speeds

How do I improve my internet connection?

Ask everyone in your household to stay off of the internet during your visit to maximize internet connection strength. This includes you and your household avoiding online video games, online classes, video streaming and chat, music streaming, etc. during the time of your virtual visit.

What if I don't have an internet connection or my connection isn't good enough for video streaming?

Contact the clinic to see if an appointment over the phone is an option.

What if I have issues or need help starting my video visit?

Contact the Helpdesk at 434.243.2500, available 24/7.