Duke Virtual Visit FAQs

This page includes answers to common questions about Duke Health’s video visit service for medical appointments. If you need additional help, you can contact our telehealth support staff at 919-684-1598. You can also read about how to prepare for your telehealth appointment and review instructions for the day of your video visit.

Frequently Asked Questions

How should I prepare for my video visit?
It is required that you treat your video visit like a normal clinic appointment with your provider. Video visits have the best outcomes if you are in a private, quiet space where you and your provider can share undivided attention. Being able to clearly communicate any symptoms and health issues is more important than ever to help us understand your needs. We have additional steps and information you can use before you log on with your provider.

If you have had tests done recently, your provider will be able to share the test results with you and answer other questions you have about your care.

Do I need MyChart for a video visit?
Yes. If you do not have an active MyChart account, you can sign up online with an access code provided by your doctor or request a code to create an account. If you are unable to create a MyChart account, call your clinic and ask to have an in-person visit.

If you’re using a mobile device (smartphone or tablet), use the My Duke Health app, which can be downloaded from the Apple Store or Google Play. A video visit can’t be held over a web browser on your mobile device.

Do I need any other apps besides MyChart?
Yes. You need to download Zoom video chat for your computer or from the Apple Store or Google Play for your mobile device. You do not need to create an account to access your video visit, but you must have Zoom downloaded and installed.

Will my camera, audio, and internet automatically work for my video visit?
We recommended that you perform a self-test before your visit to confirm if your camera is functional for your video visit. You can run a test at any time through Zoom by visiting the Zoom website from your computer or mobile device. Click the “Join” button and following any additional instructions on your screen.

What if my self-test says there are errors or that my device does not work?
Contact Duke’s telehealth support team at (919) 684-1598.

How do I check in for my appointment?
Your virtual appointment has a check-in process just like an in-person visit, and can be completed online up to five days in advance. We recommend you complete your eCheck-in at least one day ahead of time to ensure you have as much time as possible with your provider.

If you need help, see our eCheck-in step-by-step guide.

On the day of my appointment, when should I start my video visit?
A button marked “Begin Video Visit” will become available in MyChart 30 minutes before the start time. We recommend logging into the visit via your Duke MyChart account 15 to 30 minutes before your appointment.

Additional information is this step-by-step guide.

I was in the Virtual Waiting Room, and my connection dropped while waiting for my provider -- what should I do?
If your connection drops, go back to MyChart, click “Appointments,” and click the “Begin Video Visit” button again.

Is it possible to have a family member or interpreter to join me for the video visit?
Yes, but you’ll need to first talk with your provider about having another person who will hear your personal medical information. You can ask your provider ahead of time by messaging them in MyChart, or discussing it once you’ve begun your video visit.

Can teens use MyChart for video visits?
If you are between the ages of 12 and 17, your parent or guardian must have a MyChart proxy account, and you must have your own teen account in order to use the video visit function. If you do not have your own teen account, ask your provider for access at your next appointment or call customer service at 919-620-4555 or 800-782-6945 between 8:00 am and 5:00 pm Monday, Tuesday, Wednesday, and Friday, or between 8:00 am and 4:00 pm Thursday.

Children under the age of 12 can’t be seen via video visit.

What if I am having trouble setting up my video visit, or having trouble on the day of the visit?
If you’re not sure how to attend your virtual appointment or have trouble with your eCheck-in process ahead of the visit, call our telehealth support staff at 919-684-1598. We recommend troubleshooting any issues before the day of your appointment. If you need additional help the day of your video visit, you can call our support staff 30 minutes prior to your appointment to walk through the steps for logging you in.

What if I have clinical questions or need to reschedule my appointment?
Please contact your provider’s office.