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MUSC Health Video Visit Help

Virtual Video Visit Instructions

Important Information

  • Attention: This is a virtual video visit. Please disregard the clinic location directions and do not go to the clinic.
  • Required: You must be in the state of South Carolina during the video visit.
  • Required: You need a device with a camera, email, and text messaging capabilities.
  • Required: If the video visit is for a child, you must have them with you at the start of the visit.
  • Security: The video visit will use ANDOR, a secure, HIPAA-compliant video software.

Two Days Before Your Video Visit

  • You will receive a reminder e-mail AND text from Andor 2 days prior to your appointment.

    Screengrap of example text message that reads: Hello! Click URL to prepare for your date and time video visit with MUSC Health. If you have questions please call telephone number. Reply STOP to opt-out.
  • Make sure you have a strong internet connection. Click here to test your equipment and internet connection.
  • Update your device to the most current version and reboot your device.
  • Make sure you have an appropriate browser downloaded based on your device type.

    Illustration depicting Chome handheld device, IOS safari handheld device, and a desktop PC

  • Review audio/video tips based on your type of device

The Day of Your Video Visit

  • Choose a quiet location (not while driving).
  • Be near your device and click links promptly.
  • Consider placing your phone on “Do Not Disturb” to avoid interruptions.
  • Check-In on Andor
  1. Click on the check-in link in the text message or email you receive 15 minutes before your video visit.

    Screengrap of example text message that reads: Hello from MUSC! Click URL now to begin the check-in process for your 11:00 AM video visit with Physician MUSC AmB INP. Reply STOP to opt-out.
  2. Follow best practices provided by Andor for a successful video visit by clicking “NEXT STEP.”
  3. Andor will automatically test your camera, microphone and browser settings. Follow prompts and click “JOIN NOW” to enter the call. Adjust your camera and microphone settings as needed. If the screen doesn’t appear, ensure camera/microphone access is allowed.

    Decorative image showing a login screen

    Decorative image showing three login screens
    Decorative image showing a login screen

  4. If prompted, sign the MUSC Ambulatory Consent Form.
  5. Confirm that you are in the state of South Carolina for the video visit.
  6. If you have Medicare, complete the additional information in the questionnaire.
  7. If you wish to add a participant/family member, enter their information as prompted.
  8. You will then enter the video visit and wait for the provider. They may be finishing with another patient, so please be patient.
  9. If disconnected, you will receive a text and email when the provider is ready, or you can re-click the “CHECK-IN” link to rejoin.

Need Assistance?

  • For help with your video visit, click this link or call 843-792-4864
    • Support available from 8 a.m. to 5 p.m., Monday through Friday
  • To Reschedule or cancel your video visit, call 843-792-1414.