Virtual clinic appointments
Preparing for your virtual clinic appointment
Many clinics at CHEO are offering telephone and video appointments in some cases. Sometimes when we call families, it shows up as a private number. If you receive a call from a private number, especially at a time when you have a scheduled CHEO appointment, consider answering as it may be your care team calling.
Privacy and security
All virtual video appointments at CHEO are done using secure, encrypted telehealth networks (Ontario Telemedicine Network or Zoom). CHEO is not recording these visits but they will be documented in the patient chart.
CHEO uses a Zoom license that is secure and compliant with the Patient Health Information Protection Act (PHIPA). Our staff take additional steps to increase security, including making sure we are using the most up-to-date version, are conducting meetings in private rooms and not sharing the teleconference link with anyone else.
For the most secure connection, we encourage you to connect for your virtual appointment using the latest version of the Zoom app on your desktop, laptop, tablet or mobile device.
To get the most out of your virtual clinic appointment:
- Make sure you are in a quiet, private place where you can speak comfortably.
- Plan to be in one location (i.e. not walking or in a moving vehicle) throughout the appointment.
- Prepare any questions you have for your CHEO clinician, and have them in front of you during your appointment.
- Be in full view of the camera and try to sit in a location without windows/bright lights behind you.
- Try to raise your device so it is at eye level during the visit by placing it on top of a stack of books until it's at the right height. Make sure that the camera and speakers aren't being blocked.
Preparing and testing your computer/device:
- Before your scheduled clinic appointment, you will receive an appointment email that outlines how to connect to your care provider. Please read this information and make sure you have the correct app/recommended browser installed on your computer/device before your appointment.
- Test the device you will be using by clicking on the link in the invitation email. This will help you troubleshoot audio and video issues ahead of time and ensure that your appointment starts on time. If you are not able to connect, contact our Scheduling Hub at 613-737-7600, ext. 1011.
- Close any unnecessary programs on your device/computer, including email.
- Try to use your own device or that of a trusted adult so that others cannot access or interrupt your appointment.
- If possible, use an Internet connection (wired or WiFi) or if not, be prepared to use cellular data.
- Five to ten minutes before your appointment, join by clicking on the link provided in the appointment email. This will give you a few minutes to make sure the audio and video are working.
Need help?
If you experience technical difficulties preparing for, connecting to or during your CHEO clinic appointment please contact the Scheduling Hub Monday to Friday from 8:00am to 4:00pm: 613-737-7600, ext. 1011.
If you need assistance for an appointment outside of the regular window, contact Emergency Department Registration at 613-737-7600, ext. 2337
Emergency Department virtual visits
CHEO’s Emergency Department is now offering virtual urgent care appointments in some cases by video. This is one more way we can help children, youth and caregivers physically distance while getting the care they need during this pandemic.
If you need urgent, in-person care our Emergency Department is always here for you — please come! We have safety precautions in place, such as physical distancing markers and you will be required to wear a mask upon arrival.