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How to Join Your Telehealth Appointment (For Clients)

  1. Telehealth Appointments
  2. How to Join Your Telehealth Appointment (For Clients)

    3. 7 min read

This guide assumes you already have a Telehealth appointment booked with your provider. If you're unsure, reach out to your clinic directly.

There are three ways to join your Telehealth appointment.

Option 1: Join via Email

Jane sends an appointment reminder email to you 30 minutes before your scheduled appointment time. The email includes a button to join the video call. You can also join up to 30 minutes before your appointment starts if you'd like to test your setup ahead of time.

Click the Join Video Call button in the email to get started.

An appointment reminder email showing the Join Video Call button

Option 2: Join via My Account

You can also join through your My Account portal. This is useful if you don't have access to the email the reminder was sent to.

  1. Visit your clinic's Jane site. The URL will look something like clinicnamehere.janeapp.com. Your clinic's website usually has a direct link, but you can always ask them if you're not sure.
  2. Click Sign In or Sign Up in the top-right corner and log into your account.
    The Jane online booking site showing the Sign In or Sign Up button in the top-right corner
  3. Go to Upcoming Appointments in the left sidebar.
  4. Click the blue Begin button next to today's appointment. The Begin button is available up to 30 minutes before your appointment starts.
    The My Account portal showing the Upcoming Appointments section with the Begin button next to an appointment

Option 3: Join via the Jane for Clients Mobile App

If your clinic is based in Canada or the US, you can also join your Telehealth appointment through the Jane for Clients mobile app. See our guide on Joining a Telehealth Appointment in Jane's Mobile App for instructions.

Joining the Call

Before your call begins, Jane and your clinic will ask for your consent to proceed with the virtual session. Click I Consent to continue.

The consent screen showing the I Consent button before joining a Telehealth call

A new window will open and you may be prompted to allow your browser to access your camera and microphone. Click Request Permissions and then Allow to grant permission.

The browser permissions prompt showing the Request Permissions button and Allow option

Next, you'll have the option to test your camera, microphone, and internet connection before joining. We recommend running the test, especially if it's your first Telehealth appointment.

When you're ready, click Enter Waiting Room. Your practitioner will be notified and will admit you as soon as they're ready.

🩵 Jane Tip: You can adjust your camera and microphone settings before joining by clicking the cogwheel icon on the settings screen. You'll also have access to these settings once you're in the call.

During the Call

Once you're admitted to the call, you'll see a toolbar at the bottom of the screen. Here's what each button does:

  • Mute/Unmute — mute or unmute your microphone. Click the arrow next to the microphone icon to choose which microphone and speaker you'd like to use.
  • Start/Stop Video — turn your camera on or off.
  • Raise Hand/Lower Hand — let your practitioner know you'd like to speak. A yellow hand icon will appear above your toolbar and in the corner of your video. Click the hand icon again to lower your hand.
  • Participants — see who's currently in the session.
  • Chat — send messages or share files with your practitioner. Only participants who have been admitted to the call can see messages, and messages are deleted when the call ends.
  • Share Screen — share your screen with your practitioner. Screen sharing is only available on a laptop or desktop computer.
  • Leave Call — leave the session when you're finished.

Hide-Self View

If you'd prefer not to see your own video during the call, you can hide your tile.

  1. Make sure Pop-out mode is enabled so your tile is smaller than the others. If it's not enabled, click the Pop out button on your video tile.
    A Telehealth call showing the Pop out button on the client's video tile
  2. Hover over your video tile and click the arrow on the left to tuck it away.
    A Telehealth call showing the arrow on the left side of the video tile used to hide the self view
  3. To bring your tile back, click the arrow again.

🩵 Jane Tip: On mobile devices, you'll find the Pop-out option by tapping the three dots on your video tile.

After the Call

Once you leave the call, you'll have the option to share feedback about your video call experience with the Jane team.

📣 Heads up: Please don't include any personal health information in your feedback, as it will be reviewed by the Jane team.

If you'd like to rejoin the call, click the Re-Join button to reopen the call window.

Having Trouble?

If you're experiencing issues with your call, here are a few quick things to try:

  • Make sure your browser is up to date
  • Check that your internet speed is 15Mbps or higher at fast.com
  • Close any other applications that may be using your camera or microphone
  • Try leaving the call and re-entering

For more detailed troubleshooting steps, see our guide on Telehealth: A Troubleshooting Guide.

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