Video Visit FAQ

To participate in a Video Visit, you will need:

• An active MyChart account
• A connection to the internet
• A smartphone, tablet, desktop, or laptop with a camera and microphone

Video Visits are available during normal clinic hours Monday through Friday, typically between 8am-5pm. Hours may vary by clinic. Please reach out to your specific clinic to confirm hours of operation.

UT Southwestern is offering Video Visits across nearly all clinical specialties where it is clinically appropriate. Video Visits are available for both new and established patients. Please reach out to your provider or the clinic to see if your appointment qualifies to be seen as a Video Visit.

Yes, UT Southwestern has interpreters who are able to join your Video Visit and provide translation services.

Yes. Please discuss with your child’s physician for more details. Depending on where your child is seen, your visit will take place using either UT Southwestern’s MyChart or Children’s Health MyChart. This information will be provided when scheduling your visit.

Regulations require that both the patient and the provider be physically located in the state of Texas during this visit.

Yes. Prior to joining the Video Visit you can select “View and invite participants” to invite a family member or caregiver. After you add their contact information they will receive a link to join the visit as a guest.

Each insurance plan has a specific benefit design based on your coverage. While most insurance companies are fully covering video visits in the same way in-person visits are covered, we encourage you to reach out to your insurance company regarding your benefits. If your insurance does not cover the service provided, you will be billed for the entire cost of the visit.

Yes. You will be prompted to pay a copay for your visit if your insurance plan requires. More information insurance and copays can be found here.

You can credit the amount paid to put towards future visits and payments or request a refund for the amount. More information about billing can be found here.

Yes, if it is medically appropriate. As with an in-person appointment, the prescription will be ready on the same day and delivered to the pharmacy of your choice.

UT Southwestern Medical Center strictly adheres to the privacy policies detailed in the Health Insurance Portability and Accountability Act (HIPAA), and those same confidentiality rules apply to video visits and any appointment conducted by phone call. Additionally, the physician or care team member conducting the video visit will be in a private location and all patient information will be protected under HIPAA.

No, UT Southwestern does not record Video Visits.

If you have technical issues or questions, you can call 214-648-8888 to speak to a member of our MyChart support team. This service is available 8 a.m.–5 p.m. Monday – Friday.

First, check the permissions of your app or browser to make sure you are allowing the camera and microphone to be used. Once you allow these devices to be used by the app or browser, re-run the hardware test. If you continue to have issues, please call the MyChart Help Desk at 214-648-8888.

You can log back into your MyChart account to try to rejoin the visit. If you are still unable to reconnect, the health care professional you were speaking with will reach out to you by phone.