Video Appointment FAQ

What is a video appointment?

A video appointment, often called a video visit, is similar to a face-to-face appointment. However, you use Patient Online Services to connect with your provider through video rather than go to a Mayo Clinic Health System facility. Basically, you'll talk with your provider using a computer, tablet, or smartphone with an internet connection and video software. You may have already used similar software to have video conversations with friends and family.

Your video appointment is secure. Only you and your care team as well as anyone you invited to the appointment will participate in the appointment. Mayo Clinic does not record the appointment.

What are the requirements for participation in a video appointment?

  • A Patient Online Services account
  • The Zoom application downloaded on you computer, tablet or smartphone
  • A web camera
  • Speakers and a microphone or headset
  • Broadband internet connection or cellular data

How do I prepare for my video appointment?

  • Take a minute or two to jot down any questions you may have.
  • Make sure you are dressed comfortably and appropriately for a medical appointment.
  • Find a quiet space where you will not be interrupted. You'll feel more comfortable with this privacy, and you're less likely to be distracted during the appointment. Your family members are welcome to join you.
  • Locate the camera on your device. Set the camera at eye level to make it easy for Mayo Clinic staff to see and talk with you.
  • Adjust the lighting. Turn on overhead lights and block light from windows, which can lead to too much background light. When that happens, it's harder for your care team to see you clearly during the video appointment.

What happens during the video appointment?

The patient must be present for the video appointment to take place. If you are a parent, guardian or caregiver, make sure the patient is with you at the start of their appointment.

  • Ask questions like you would during a face-to-face appointment.
  • Give your provider or care team members a complete explanation of your medical issue and symptoms.
  • Listen closely.
  • Look into the camera and stay close to your device so you can be seen and heard.

What happens after the appointment?

  • Your care team will complete a note summarizing your appointment. You can view this note in your Patient Online Services account.

Who should I contact if I have questions about my Patient Online Services account or preparing for my video appointment?

You may contact Mayo Clinic Customer Assistance at 1-877-858-0398, and select option 4. Staff are available weekdays from 7 a.m.—7 p.m. CT.