Do you have a patient or client who may need technical support for their virtual visit? Let them know about the Patient Virtual Healthcare Technical Support desk, a line that only serves patients who may need help navigating the technical side of their virtual visit using Zoom or BC Virtual Visit.
Planning ahead for your visit
Sukh Anand, a technical analyst and member of the Patient Virtual Healthcare Technical Support team, recalls a senior who had a virtual visit that she had been eagerly anticipating for months.
“It was a week before the appointment and she called our desk, concerned that she would lose her appointment, or that something would go wrong,” says Sukh.
“I wanted her to know that I was there to help and the visit would be great.”
Sukh asked discovery questions about the patient’s technology, and walked her through downloading the Zoom app for her iPad, and the steps to join the meeting. He also sent a test invite and ran through a mock meeting, testing that the audio and camera were working.
The visit ended with the patient thanking and blessing Sukh. “It really made my day,” says Sukh, adding she even called back after to let him know that the meeting was a success.
‘In the moment’ help
Sukh is also used to providing technical support in the moment. One time, minutes before a visit, a stressed patient called him because he couldn’t join on his laptop.
“I could feel the pain and concern in his voice and I reassured him that we would connect him with his doctor as soon as possible,” says Sukh.
Sukh calmly walked the patient through his email invitation to the virtual waiting room. The host was unable to see the patient, so he also helped change the browser permissions to allow the webcam to work, and confirmed the connection was a success and that there was no need to reschedule the meeting.
Technical support for patients: Contact the Patient Virtual Healthcare Technical Support Team
The help desk currently provides support to patients having a Zoom or BC Virtual Visit appointment from Provincial Health Services Authority, Vancouver Coastal Health, Providence Health Care, Fraser Health, Doctors of BC and Rural Coordination Centre of BC.
Contact information for the support team is provided in the virtual visit invitations sent to patients.
The help desk is available to patients by phone:
- Telephone: 1-844-442-4433
- Available: Monday – Friday, 7 a.m. to 7 p.m. (PT), and Saturday, 10 a.m. to 2 p.m. (PT), excluding statutory holidays
Patients are encouraged to contact their provider’s office with questions about their appointment, or need to reschedule.
Additional virtual health information for patients
Technical support for clinicians and health-care providers: Contact the service desk
Providence Health Care
Provincial Health Services Authority
Vancouver Coastal Health