Virtual Visit Resources

Warning message

NOTE: We are experiencing a temporary technical issue with our SaintLukesKC app on the Android platform. Please visit mysaintlukeskc.org on your computer or mobile browser to access your video visit or other patient portal functions.

During the pandemic, Saint Luke’s has a virtual visit option for getting the Saint Luke’s quality care you expect—in the comfort of your home.

Before you begin your first virtual visit, we have a few helpful tips to get you started.

Having technical issues? Call mySaintLuke’s Customer Service at 844-446-5479. We’re available 24 hours a day, seven days a week.


Requirements for a Virtual Visit

To virtually visit a provider, you must have:

  • An active mySaintLuke's patient portal account. See mySaintLuke's FAQs.
  • A working camera and microphone on a mobile device or computer. See camera and microphone tips for using them during a virtual visit.
  • If you are using a phone or tablet, you must use an approved app: 

How to Begin Your Virtual Visit

We offer instructions for immediate care offered through Saint Luke's Convenient Care and scheduled visits through your primary or specialty care provider:

Convenient Care (Mobile/Tablet)

Instructions for beginning your video visit:

  1. Open the SaintLukesKC or Epic myChart app.
  2. Tap on the “Quick Care” icon.
  3. Select the state you are located in and tap Confirm.
  4. Select “Convenient Care Video Visit,” then tap Continue.
  5. You will see your estimated wait time. Tap “Put Me In Line.”
  6. Add information about what you would like addressed during your visit, then tap “Put Me In Line.”
  7. You will be prompted to complete eCheck-In. Once complete, click “Begin Visit.”

Download printable instructions (PDF).

Convenient Care (Desktop Computer)

Instructions for beginning your video visit:

  1. Log into your mySaintLuke's account.
  2. Click on the “Visits” icon.
  3. Click on “Quick Care Video Visit.”
  4. Select the state you are located in and click Confirm.
  5. Select “Convenient Care Video Visit.”
  6. Click on the “Test Hardware” button. Or—if you know that your camera, microphone, and speaker work—click “Not Now.”
  7. You will see your estimated wait time. Click “Put Me In Line.”
  8. Add information about what you would like addressed during your visit, then click “Put Me In Line.”
  9. You will be prompted to complete eCheck-In. Once complete, click “Begin Video Visit.”

Download printable instructions (PDF).

Primary and Specialty Care (Mobile/Tablet)

To schedule a virtual visit, call your Saint Luke's primary care or specialty care provider. 

Up to seven days prior to your visit:

  • Download the app (SaintLukesKC on mobile; Epic myChart on tablet) and log in to your mySaintLuke's patient portal account. See mySaintLuke's FAQs.
  • Complete your eCheck-In up to seven days prior to your visit. See how to use eCheck-In.

10 minutes prior to your visit:

  1. Open the SaintLukesKC or Epic myChart app.
  2. Enter your username and password.
  3. Go to Appointments.
  4. Locate the video visit and click “Begin Video Visit”.
  5. If asked, allow access to your microphone and camera.
  6. Wait for your care team to connect.
  7. While connecting with your provider, if your screen freezes or you are interrupted, press your browser's refresh button.
  8. Control the video visit. You will have several buttons located under the options menu:
    1. You can leave the visit by clicking the first icon on the left.
    2. You can mute your microphone by clicking the microphone icon.
    3. You can disable your camera by clicking the camera icon. 
    4. You will also have the option to flip your camera to the back camera by clicking on the far-right icon.

Download printable instructions (PDF).

Primary and Specialty Care (Desktop Computer)

To schedule a virtual visit, call your Saint Luke's primary care or specialty care provider.

Up to seven days prior to your visit:

  • Make sure your device is ready to go:
  • Complete your eCheck-In (Go to Visits>Visits & Appointments>Appointments). See how to use eCheck-In.
  • Test your connection (Go to Visits>Visits & Appointments).
    • If unsuccessful, you may receive one of several options listed below:
      • Previsit Hardware Test: Browser not supported Please switch your default browser to one of the listed internet browsers—Google Chrome is preferred.
      • Hardware Test: Failure. This will inform you which device is having connection difficulties (microphone, camera, and speakers).

10 minutes prior to your visit:

  1. Log in to your mySaintLuke’s account.
  2. Test your connection (see above).
  3. Go to Visits>Appointments and Visits.
  4. Click "Begin Video Visit." If asked, allow access for your camera and microphone. Note: When it is time to connect to your video visit, an alert appears on your mySaintLuke’s home page. You can also click on that link to begin.
  5. Wait for your care team to connect. While connecting with your provider, if your screen freezes or you are interrupted, press your browser refresh button.
  6. Control the video visit. You will have several buttons located under the options menu:
    1. You can leave the visit by clicking the first icon on the left.
    2. You can mute your microphone by clicking the microphone icon.
    3. You can disable your camera by clicking the camera icon. 
    4. You can view your devices by clicking the “devices” option. Here, you can change your default microphone and camera settings, if needed.

Download printable instructions (PDF).


Troubleshooting

What settings do I need to have enabled on my smartphone for a video visit?
Whether you’re using an iPhone or Android device, you’ll want to have both your camera and microphone settings turned to “On."

Make sure you've disabled your pop-up blockers in your browser. See: How to Allow Pop-Ups in Google Chrome.

iOS:

Make sure your SaintLukesKC app settings are turned on for both the camera and mic.

  • Go to Settings>SaintLukesKC>Turn both your camera and microphone settings to “On.”

Make sure you have your camera settings on to “Ask” or “Allow” for the Safari Web Browser.

  • Go to Settings>Safari>Camera>Ask
  • Go to Microphone>Ask
  • Completely exit both your browser and SaintLukesKC/myChart app, then relaunch by following the same steps above.

Android:

Make sure you have your camera and microphone settings turned on for your web browser.

  • Go to Settings>Apps & Notifications>Google Chrome. Make sure the camera and microphone are listed under “allowed”.

Make sure your SaintLukesKC app settings are turned on for both the camera and mic.

  • Go to Settings>Apps & Notifications>SaintLukesKC. Move both your camera and microphone to the “Allowed” setting.
  • Completely exit both your browser and SaintLukesKC/myChart app, then relaunch by following the same steps above.

Why can I see and hear the doctor, but they can’t hear me even though they can see me?
If your microphone and camera aren't working, exit your application (SaintLukesKC, myChart, or mySaintLuke's webpage) and verify that both your camera and microphone settings are switched to “On” on both your application and your web browser. View microphone and camera tips.

If you are on the same device talking to someone (e.g. using your smartphone to talk to the Customer Service help desk), you cannot click “Begin Video Visit.” It will not work until the phone is hung up. If you have already clicked “Begin Video Visit,” please hang up the phone, exit, and relaunch.

What if I can see myself on the screen, and see the audio wavelength (in green), but cannot see/hear the doctor?
If you do see yourself and see the audio wavelength, scroll to the bottom of the page and click “Everything is Working.” This will launch your web browser. After a few seconds, you should see yourself on the screen. Once the provider joins, you will see them there.

I clicked “Everything is Working” and all I see is a white/black screen on my browser, what do I do?
If your microphone and camera aren't working, exit your application (SaintLukesKC, myChart, or mySaintLuke's webpage) and verify that both your camera and microphone settings are switched to “On” on both your application and your web browser. View microphone and camera tips.

What if I keep clicking start video but nothing is happening?
If your microphone and camera aren't working, exit your application (SaintLukesKC, myChart, or mySaintLuke's webpage) and verify that both your camera and microphone settings are switched to "On" on both your application and your web browser. View microphone and camera tips.

Make sure you've disabled your pop-up blockers in your browser. See: How to Allow Pop-Ups in Google Chrome.

What do I do if nothing is happening when I try to use a browser on my smartphone?
You must download an approved app: iOS (Apple Store) or Android (Google Play)

What if I’ve already checked my camera and microphone settings and still cannot see or hear the doctor?
Exit the web browser or app and relaunch by clicking “Begin Video Visit.”

How can I learn more about mySaintLuke's?
View all mySaintLuke's FAQs.