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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).
mobile screen shot to join meeting

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.
patient or family member screenshot
  • 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):

Touchpoint logo
  1. In your device’s App Store, search for the “AW Touchpoint” app.
  2. Download the AW Touchpoint app before your visit.
  3. You will not need a login. A link will be texted to you before or at the time of your visit.
  4. If you are utilizing an iPhone, please utilize the Safari Web Browser.
  5. If you are utilizing an Android phone, please utilize the most current Chrome Web Browser.
  6. Click this link to display the video call invitation, where you can join the visit.

Get Started (Computers):

  1. 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.
  2. 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 >>>
  3. Be sure to give the website permission to use the camera and microphone.
  4. Check your email inbox for an invite at the time of your appointment (you may need to refresh periodically).
  5. Click “Join meeting” to display the video call invitation, where you can join the visit

Troubleshooting Camera Issues

iPhone:

iphone camera issues screenshot
  1. Go to settings
  2. Search for AW Touchpoint
  3. Click on that app
  4. 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:

android camera issues screenshot
  1. Go to settings
  2. Search for the app they are using
  3. Click on that app
  4. Scroll down to “permissions” and click on that to open
  5. Enable microphone and camera (have them turn the buttons from grey to green)