Video Visit Support

The following devices aren’t compatible with Video Visits:

• Chromebooks
• Amazon Fire tablets
• Kindles
• iPhones older than version 8

To set up your device for Video Visits, please see the Mobile Device or Tablet or Laptop or Desktop Computer instructions.

If you have issues connecting to a Video Visit, make sure you’ve downloaded the latest version of the Sutter Health My Health Online app (version 9.4.4 or later), then restart your device and try again. If issues persist, please contact our Sutter Health My Health Online Support team. If there are technical issues during your Video Visit, your care team will call you to continue your visit by phone.

You can grant permissions to the VidyoConnect application, even after you’ve downloaded it.

For Android devices:

1. Click Settings.
2. Click Apps & Notifications.
3. Click on the VidyoConnect app.
4. Click Permissions.
5. Hold your finger on the permissions listed as Denied and switch them to Allow.

For Apple devices:

1. Click Settings.
2. Find the VidyoWeb app and click on it.
3. Swipe right on the icon to allow camera and microphone access.

• Be sure to test your system using our built-in test feature within Sutter Health My Health Online before your visit.

• Sign in 15 minutes before the Video Visit start time.
• Join the Video Visit from a quiet, private location where you’re comfortable discussing health questions.
• Make sure the room has good lighting so the provider can see you.
• Inform anyone around you that you need privacy to prevent interruptions.
• If you’re using a tablet, have your phone nearby in case we need to contact you.

Video Visits with a Walk-In Care clinician are available to all Sutter Health My Health Online members 18 months or older who live in California.

Teens who have a Sutter Health My Health Online account can schedule Video Visits with a Sutter Walk-In Care clinician or their care team.

Currently, adult proxies for teens can’t schedule Video Visits on the teen’s behalf.

Adult proxies of children 12 years and younger can schedule same-day Video Visits for their child.

Yes. Some health concerns require an in-person visit with your provider.

If you’re an existing patient and need to schedule one of the following, please book an office visit directly through My Health Online, or by contacting your provider’s office:

• Licensure (e.g. DMV or FAA)
• Pap smear
• Pre-op exam
• Procedures
• Routine physical examination for camp, sports or pre-employment
• Well-child check

If you’re a new patient seeing a provider for the first time, please schedule an office visit by contacting your provider’s office or submitting an appointment request.

Call 911 or go directly to the nearest emergency room if you’re having an emergency.

Please review the following list of non-urgent minor health conditions that can be addressed by a Sutter Walk-In Care clinician:

• Acne
• Allergies
• Constipation
• Cough or Cold
• Diarrhea
• Fever
• Flu
• Insect Bites
• Nausea
• Pink Eye or Stye
• Rashes
• Respiratory Problems
• Sinus Infection
• Sore Throat

Please note this isn’t a comprehensive list of conditions and your condition may not be appropriate for this type of service. If you require a hands-on exam, go to a nearby Urgent Care or Walk-In Care clinic.

Video visits are not meant for emergencies. Call 911 or go to the nearest hospital emergency room if you have symptoms like sudden dizziness, numbness or paralysis, difficulty speaking or loss of consciousness, chest pain, shortness of breath, sweating, severe abdominal pain, seizures or any other urgent care need.

View Conditions of Registration (PDF) for a visit with a Sutter Walk-In Care clinician.

Video Visits allow your clinician to see, hear and talk with you as they would during an in-person visit. Once you’ve set up your device, sign in to My Health Online, tap or click Appointments, then select your Video Visit from the list of Upcoming Appointments. Finally, tap or click the Test Hardware button to make sure your device is ready to go.

Fifteen minutes before your appointment time, you’ll see a Begin Visit or a Launch Video button in Sutter Health My Health Online. Simply tap or click on the button to join your Video Visit. Once your clinician joins, your visit will begin.

If you need to cancel your appointment, sign in to Sutter Health My Health Online ahead of time, open the appointment details and tap or click the Cancel button.

For help with scheduling an appointment with your primary care or specialty provider, please call your care team and they will coordinate your care.

For help with scheduling an appointment with a Sutter Walk-In Care clinician, please call (800) 972-5547 and we’ll coordinate care based on your needs.

Also see our Video Visit Resources for information in different languages.