This page is focused on virtual visits (both Epic Integrated and standalone Zoom).
For additional information:
- Visit the MGH eCare site, the SharePoint Virtual Care Resource Center and the Center for TeleHealth site for resources and tip sheets.
- For phone support:
- Clinicians, call the MGPO 24-hour Nuance Hotline: 1-866-266-3240.
- With patient care critical issues, call the IS Help Desk: 617-726-5085 (press 2).
- For patient support, call 1-800-745-9683.
- For resources on inpatient virtual care and virtual care from MGH affiliates, visit the Virtual Care (Surge Related) page on Apollo.
Please note: Patients without active Patient Gateway accounts cannot connect with their clinicians through Epic Integrated Zoom.
Clinician Resources
- Epic Integrated Virtual Visit Tip Sheet
- HealthStream Training: Epic Integrated Virtual Visits
- Canto/Haiku Tip Sheet
- Adding an Interpreter to an Epic Integrated Virtual Visit
- View of Patient Experience (may not be shared outside of PHS)
- Multiple Staff: Epic Integrated Virtual Visits
- Quick Appt Virtual Visit Tip Sheet
- E/M Leveling & Billing 1/1/21
- Scheduling Telemedicine Phone Encounters
Administrative Resources
- Epic Integrated FAQs (opens as Excel file)
- Administrator Training Registration
- Epic Integrated Zoom Implementation Timeline
- Epic Integrated Zoom Virtual Visit User Guide – Updated 7/29/21
- Patient Gateway Enrollment Toolkit
- Using the Doximity Dialer to mask personal phone number
- Revenue Cycle FAQ for COVID-19 Charging and Billing
- Teaching Services FAQ
- May 1st Legal Guidance MGPO Communication
- Zoom Test Call Guide
- Disable Pop-up Blocker
- Scheduling Telemedicine Phone Encounters
Training Resources
Patient Resources
- Patient Support: Patient Gateway Team: 1-800-745-9683
- Disable Pop-up Blocker
- Patient Video: How to access a Patient Gateway virtual visit from your computer
- Patient Video: How to access a Patient Gateway virtual visit from your mobile device or tablet
- Patient Best Practices
- Translated Patient Best Practices (English, Arabic, Haitian Creole, Portuguese, Russian, Spanish, Traditional Chinese)
- Patient FAQs
- Patient Guide for Popup Blockers
- Doximity for Standalone Virtual Visits
- Setting up your Zoom account for Virtual Visits
- For Clinicians: Standalone Quick Start Guide
- Zoom Standalone Video Training
- For Patients: Zoom Standalone – Computers
- For Patients: Zoom Standalone – Mobile Devices
- For Administrators: Standalone Virtual Visit User Guide – Updated 7/29/21
- Adding an Interpreter to Standalone Platforms for Virtual Visits
- Make sure you are comfortable with your surroundings before beginning the visit.
- Move to a space that allows you to speak privately.
- Make sure there is sufficient lighting, and avoid excessive backlighting – e.g. in front of a window – as this can cast a shadow over your face.
- Present yourself in the same way as if the patient was meeting with you in person.
- Look directly at the webcam to make “eye contact” with the patient as often as possible.
- Use best technical practices:
- Make sure nothing is covering the microphone.
- Close any unnecessary applications before starting a virtual visit.
- Reboot your computer regularly.
- Always access through the Citrix Receiver (workspace.partners.org) when off campus.
- Scripting on Common Virtual Visit Questions for Scheduling and Front Desk Staff (new!)
- FAQs for Mass General Brigham Schedulers and Practices: Changes to Scheduling Out of State Virtual Visits
- Webside Manner Top 10 Tips
- E/M Leveling & Billing 1/1/21
- Patient Gateway Enrollment Toolkit
- Revenue Cycle FAQ for COVID-19 Charging and Billing
- Teaching Services FAQ
- Clinicians: Epic Tip Sheet for Standalone Virtual Visits
- Using the Doximity Dialer to mask personal telephone number
- Viewing a Patient’s Email Address
- Scribble Tip Sheet
- Adding an Interpreter to Standalone Platforms for Virtual Visits
- May 1st Legal Guidance MGPO Communication
- Zoom Test Call Guide
- Patient Guide for Popup Blockers
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