Telehealth Visit Guide
You will be contacted by your care team to ask how you would like to join
the video visit. You will then receive an invitation from your care team
for a video visit via text message or email.
If you want a video visit on your smartphone you can receive an invite
from your care team via text.
If you want a video visit on your computer, you will receive an invite
via email.
Before Beginning:
- If you are conducting a practice call with a member of your care team,
please make sure you are not attempting to launch your visit on your mobile
device while on a call.
- Check that your smartphone or tablet is up to date.
- Check that your smartphone or tablet will support the AW Touchpoint app.
- iPhone and Android phones: Video is supported over Wi‐Fi and with some
cellular networks.
- Video is not recommended on LTE or Mobile Data. You may incur fees if you
do not use a Wi‐Fi connection.
- If you are utilizing your computer for your visit, make sure you are using
a supported browser and it has been updated recently (see below for more detail).
Get Started Web Browser (Mobile Devices):
-
Before you receive your invitation, you can complete a technology verification
check by navigating
here >>>
- Once you have received the text message invitation, you will be prompted
to join the visit with two options: Join Now (no download) or “join
with the app”.
-
The join now option does not require the patient to download any app. Simply
tap the “Join Now” button which will open the mobile device’s
default browser.
- Note for Android Mobile Devices it is recommended to utilize the Google
Chrome web browser.
- Please note for iPhone Mobile Device users Safari is the supported web browser.
- Once you click join now you will be prompted to enter your name and select
whether you are a patient or family member.
- Please click allow when prompted to provide camera and microphone permission.
You will not be able to have a successful visit if you do not allow these
permissions.
If you are not utilizing the first option, please see the guide options
below on how
to connect to your telehealth visit.
Get Started AW Touchpoint (Mobile Devices):
- In your device’s App Store, search for the “AW Touchpoint” app.
- Download the AW Touchpoint app before your visit.
- You will not need a login. A link will be texted to you before or at the
time of your visit.
- If you are utilizing an iPhone, please utilize the Safari Web Browser.
- If you are utilizing an Android phone, please utilize the most current
Chrome Web Browser.
- Click this link to display the video call invitation, where you can join
the visit.
Get Started (Computers):
- If you want to use your laptop or desktop, you can get an invite by email.
Your computer will need a camera and speaker for a video visit.
-
You will need the latest version of the following internet browser (Chrome,
Edge, or Firefox). Chrome is the preferred browser. Download at
google.com/chrome/
- Make sure your camera and microphone work before the visit, by navigating
here >>>
- Be sure to give the website permission to use the camera and microphone.
- Check your email inbox for an invite at the time of your appointment (you
may need to refresh periodically).
- Click “Join meeting” to display the video call invitation,
where you can join the visit
Troubleshooting Camera Issues
iPhone:
- Go to settings
- Search for AW Touchpoint
- Click on that app
- Enable microphone and camera (have them turn the buttons from grey to green).
Cellular data should be enabled if Wi‐Fi is not accessible.
Android:
- Go to settings
- Search for the app they are using
- Click on that app
- Scroll down to “permissions” and click on that to open
- Enable microphone and camera (have them turn the buttons from grey to green)