Get ready for your video visit

Video visits made easy

With HHC 24/7, you can have a video visit with a Hartford HealthCare provider from the comfort of home and receive the same high-quality care as an in-person visit.

How it works

  • 1

    Enable camera for video

    In the Visits tab, your provider will request a video visit. 
You can tap ‘Join visit now’ from the Visits tab or tap the pop-up that appears to enter the visit.

    You’ll be prompted to allow access to your phone’s camera on your first video visit, which allows your provider to see you.

    Lady using app
  • 2

    Allow microphone for audio

    Next, you’ll be asked to allow access to your microphone. This ensures clear and uninterrupted communication during your visit. Check that your settings are correct by going to ‘Settings’ in the app and making sure microphone and camera are toggled to ‘On.’

    Man using app
  • 3

    Make sure your camera and microphone are working

    Before meeting with your provider, you can use the waiting room to check that your camera and microphone are on and working.

    Communicating with provider
  • 4

    Tap ‘Join visit now’ to start

    After configuring your settings, you’ll be dropped into a lobby where you can make sure that your video and camera are working. When you’re ready, you can join your provider in the video visit.

    Communicating with provider
  • 5

    Questions? We can help

    Connection errors can occur, often due to poor cellular network or WiFi connectivity. If you encounter an issue, try these steps:

    • Try rejoining the video visit by tapping the visit banner or from within the Visits tab. Use the widget that is sent to reconnect.
    • Restart the app and try reconnecting from the visit banner or within the Visits tab.
    • Reach out to your provider by sending a message if you still encounter issues.
    • Contact HHC 24/7 support at (860)-962-7022 if problems persist.
    Provider working

FAQs

  • Why do you need access to my device’s camera?
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    Access to your camera is essential for using the video chat feature. By enabling your camera, you can engage in face-to-face communication with your Hartford HealthCare provider during video visits and improve the quality of your conversation.

  • Why do you need access to my device’s microphone?
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    Microphone access is necessary to capture audio during video visits. That way, you can discuss your concerns, symptoms, and questions effectively.

  • Is my privacy protected during video visits?
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    Yes. Your privacy and security are our top priority. We employ advanced encryption protocols to safeguard all video and audio data transmitted during calls. You also have full control over your camera and microphone settings and can grant or revoke access whenever you’d like.

  • Can I disable camera and microphone access when I’m not using the video visit feature?
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    Yes. We respect your preferences and allow you to customize your privacy settings. You can easily disable camera and microphone access when not actively using video chat, giving you full control of your personal data.

  • Do video visits require cellular data usage?
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    Yes. We recommend using a stable Wi-Fi connection to minimize data usage and ensure optimal video and audio quality. You can also have video visits using your cellular data depending on your individual preferences and network capabilities.

  • How can I troubleshoot camera or microphone issues during video visits?
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    A: Don’t worry! We’ll share the number to our dedicated support team who is available to assist you with any technical questions.

  • Can I chat with a provider through text instead of video?
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    To get the best experience and to ensure your provider can make a proper diagnosis with visual assessments, we highly recommend enabling access to your video.