Enabling virtual care across Island Health’s care venues remains a priority. MyVirtualVisit has become an important virtual tool for more than 3,300 users across over 60 clinics and programs, with approximately 150 virtual visits occurring each day.
MyVirtualVisit users have provided valuable feedback, including their challenges with some calls not connecting properly (i.e., audio not connecting, video not working). The Virtual Care team has been working closely with the software provider, InTouch Health, to identify and correct these issues.
To improve video visit stability and quality, MyVirtualVisit is moving to desktop, laptop, iPhone, and iPad apps.
On Saturday, May 9, the MyVirtualVisit system will be switched over to these applications. Instead of accessing MyVirtualVisit through internet browsers, providers and patients should use the appropriate application to support improved call quality.
Different devices and operating systems will be affected differently. Information about the app required for your device is available on the MyVirtualVisit Information for Healthcare Providers webpage. Providers can begin to use the Provider application as soon as it is installed.
There are different apps for providers and patients. Care providers who may have to open or enable a visit for a patient (e.g., Community Health providers, MHSU staff, etc.) must have both apps installed on their devices. When adding another care provider to an appointment, please be sure to add them as Providers/Registered Users (not guests), so they can access the appointment using the correct application.
As of May 10, patients using iPhones or iPads must download and use the InTouch Patient application to attend their appointments. Patients using computers will be able to choose to use a browser instead of the patient app, but they must use Chrome or Firefox, as Safari (Apple’s default browser) will no longer support MyVirtualVisit. Information for patients will be available on the MyVirtualVisit web page.
This change is occurring as quickly as possible to support better MyVirtualVisit experiences for providers and patients. Due to this rapid change, not all applications have Island Health MyVirtualVisit branding yet. They are branded with the software provider, InTouch, name and logo.
Please refer to the updated instructional materials for providers and direct your patients to the MyVirtualVisit website for more information.
For support and inquiries, contact MyVirtualVisit support at 1-888-519-1880 or Telehealth@islandhealth.ca.