Virtual Care

Virtual Care
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Kootenai Health Virtual Care
Quality care where and when you need it
Virtual Care
Kootenai Health Virtual Care offers virtual care visits for certain types of appointments with Kootenai Clinic and Kootenai Heart Clinics. These visits include consults, annual wellness visits, follow ups, and more! Seeing your provider through virtual care provides you the same quality time and attention that you would receive from an in-person visit, but from the comfort of your home or a clinic near where you live. Kootenai Health’s virtual care appointments are secure, there are no software or apps to download. You simply click the link provided by your caregiver from your smartphone or computer!
Patients feel secure in the fact that they are receiving dedicated, focused attention from our talented team of physicians at Kootenai Clinic and Kootenai Heart Clinics. Clinical staff are present at each appointment to help you navigate the experience. They ensure vitals are taken and proper medical records and information are provided. This allows your doctor to closely focus on you and the reason for your visit.
The team that helps facilitate your virtual care visit is a highly qualified group of individuals whose professional backgrounds collectively make Kootenai Virtual Care one of the best virtual healthcare experiences for both patients and providers. Kanan Silvas, M.D. is the Regional Medical Director of  Virtual Care and has this to say about virtual care as an important element to a comprehensive care experience.
“Virtual care allows healthcare to be focused on our most important people
– our patients. It allows patients to be connected with the physicians and specialists they need at a location that is most convenient and affordable to them. At current state, healthcare is tremendously burdensome to patients when every interaction with a healthcare provider requires an in-person visit. It requires time off of work (either personally or for care givers), it requires travel expenses, and it requires time to and from the appointment. While not all care can be 100% virtual all of the time, it allows the opportunity to provide and obtain care where physical touch is not absolutely needed to allow for the optimal health outcomes.”
Kanan Silvas, M.D., Regional Medical Director of Virtual Care
Scroll to the bottom of this page to read the bios of the core team responsible for building and orchestrating the quality experience patients have come to expect through Kootenai Health Virtual Care.
First-time patient? Contact the Appointment Center at (208) 625-6767.
To schedule subsequent virtual care visits* with your provider, contact your preferred clinic directly.
Find a clinic location here.
*Some limitations to visit types apply.
Web browser instructions for laptop or desktop
Patient guide for MyChart Video Visit
A video visit is a secure alternative to an in-person visit with your provider. With a MyChart Video Visit. you will have dedicated time with your provider, just as you would at an in-clinic appointment.
Downloading the MyChart app to your smartphone or tablet is the preferred method, but video visits can also be done on your laptop or desktop computer.
Follow these steps for your MyChart Video Visit via web browser on your laptop or desktop computer:
Technical requirements
You will need a laptop or desktop computer, camera or webcam (either internal or external), and internet access with a reliable web browser (Firefox, Safari, Chrome or Edge are recommended). Minimum internet speeds are 25 Mbps download and 10 Mbps upload.
24 hours prior to your appointment
Log in to the MyChart Patient Portal at
and click the “Visits” icon at the top.
Locate the appropriate appointment and click “Details.”
Click “eCheck-in” to complete your check-in
Click “Test Hardware” to ensure your audio and video are working
When the test is complete, close the test
15 minutes prior to your appointment
Find a comfortable, quiet and well-lit space with a strong internet
Close any open programs or windows and ensure your device is fully charged or plugged in.
Following the steps above, log in to your MyChart account and select the appropriate video
Click “Begin Video Visit” at the top of the
Your computer will automatically do another hardware test to ensure your audio and camera are Follow the on-screen prompts to continue.
You will be placed in the waiting When your provider joins the session, you will be prompted to accept the call.
Need help?
Trouble with MyChart or login questions, including password assistance? Call the MyChart Customer Support Team at
844-388-2356
or contact your clinic for assistance.
Basic troubleshooting
My video won’t load and/or my provider can’t see me.
Try switching browsers. Firefox, Chrome, Safari and Edge are the most reliable for speed and connectivity.
Confirm the camera settings are enabled by going to the control panel or settings menu under “Devices.”
Check for loose or disconnected wires if using an external/mounted
See if the camera is working by opening a video chat opp, such as Google Chat or
Some firewalls block audio/video. If set up at a place of employment, this may be a factor.
I can’t see my provider.
The provider may be running A call to the provider can verify this.
It may take up to a minute for the provider to appear after accepting their call if the connection is slow.
I can’t hear my provider, or my provider can’t hear me.
Check your volume settings and verify you are unmuted, the volume is turned up and it is not being routed to another source (headphones, Bluetooth, etc.).
Have the provider check their volume settings and confirm they are
If there is more than one microphone, see which is engaged and adjust as
Test if the microphone is working by opening a video chat opp, such as Google Chat or Skype.
We are connected, but the audio/video quality is poor, my screen keeps
freezing or the connection keeps getting
Audio/video may be delayed or fuzzy while initially connecting. If the connection is good, quality should improve after a minute or two.
Close any open apps, windows or programs to free up device resources.
Disconnect any devices sharing Wi-Fi.
Log out and back in to see if a better connection can be established.
Delete unused apps on the device to free up storage space. Power the device off and back on, then log back in to the video visit.
Check the device signal strength and relocate if necessary. Slow Wi-Fi connection will limit video quality.
For persistent connection issues, consider checking your Wi-Fi speed at
speedtest.net.
Look for minimum 25 Mbps download and 10 Mbps upload. If the speed is too slow, try using a wired internet connection or contact your internet service provider for guidance on resetting your router.
Mobile app instructions for smartphone or tablet
Patient guide for MyChart Video Visit
A video visit is a secure alternative to an in-person visit with your provider. With a MyChart Video Visit, you will have dedicated time with your provider, just as you would at an in-clinic appointment.
Follow these steps for your MyChart Video Visit via mobile opp on your smartphone or tablet:
24 hours prior to your appointment
Download the MyChart mobile opp from the App Store (Apple) or Google Play (Android).
Log in to your account and tap the “Visits” icon.
Confirm that you can see the details of your upcoming video
15 minutes prior to your appointment
Find a comfortable, quiet and well-lit space with a strong Wi-Fi
Test your audio to ensure your phone isn’t muted and that the volume is turned
Close any open apps or windows on your device.
Ensure your device is fully charged or plugged
Log in to your MyChart account and select the “Visits”
Locate the appropriate appointment from the
If you haven’t already, complete the eCheck-in process and submit the Consent for Telemedicine Services questionnaire.
Click “Begin Visit” and wait for your provider’s image to appear on screen.
Need help?
Trouble with the MyChart mobile opp or login questions, including password assistance? Call the MyChart Customer Support Team at
844-388-2356
or contact your clinic for assistance.
Basic troubleshooting
I can’t see my provider, or my provider can’t see me.
The provider may be running A call to the clinic or office can verify this.
You must be logged in through the MyChart mobile opp, which enables the camera for mobile devices.
Confirm that your camera lens is not obstructed.
Check to ensure your camera settings are enabled.
I can’t hear my provider, or my provider can’t hear me.
Check your volume settings and verify you are unmuted, the volume is turned up and it is not being routed to another source (headphones, Bluetooth, etc.).
You must be logged in through the MyChart mobile opp, which enables audio for mobile devices.
Have the provider check their volume settings and confirm they are
If there is more than one microphone, see which is engaged and adjust as
We are connected, but the audio/video quality is poor, my screen keeps freezing
or the connection keeps getting dropped.
Audio/video may be delayed or fuzzy while initially connecting. If the connection is good, quality should improve after a minute or two.
Close any open apps or windows to free up device resources.
Disconnect any devices sharing the Wi-
Log out and back in to see if a better connection can be
Delete unused apps on the device to free up storage space. Power the device off and back on, then log back in to the video visit.
Check the device signal strength and relocate if necessary. Slow Wi-Fi connection will limit video quality.
For persistent connection issues, consider checking the Wi-Fi speed at
speedtest.net.
Look for minimum 25 Mbps download and 10 Mbps upload. If the speed is too slow, try using a wired internet connection or contact your internet service provider for guidance on resetting your router.
I’m being told that my visit is “not supported.”
Make sure you’re using the MyChart mobile app to access your appointment, not a web browser.
Kanan Silvas, M.D.
Regional Medical Director of Virtual Care
Read Dr. Silvas’ bio
HERE
Ken Mills, RN
Director, Virtual Care and Digital Health
Read Ken’s bio
HERE
Katie Chaffin, PMP
Project Manager
Read Katie’s bio
HERE
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