Use MedMe for secure video calls with patients. Learn how to set up and use the video call feature.
Table of Contents
Scheduling Video Calls
To schedule a video call appointment, select Video as the appointment method when booking the appointment.
Allowing Video Calls in Settings
To allow Phone or Video as a method for each appointment type use the following steps:
Navigate to Settings.
Select Appointment Types.
Choose the desired appointment.
Under General and Visibility, toggle the available methods ON (blue) or OFF (grey).
The Pharmacist Experience
See which appointments are scheduled as virtual by hovering over the appointment on the Appointments Tab when it is in Week View or listed next to the name of the appointment when it is in List View. The method of the appointment is listed in brackets.
Start the call by opening the patient profile and pressing Start Call in the top right of the consultation screen. This sends the patient an email and/or SMS with a link to join the call.
Tip: The video call will open in a new tab - open the tab in a new window in order to see the call and documentation at the same time.
3. After completing the call, log the status:
Call Finished - The virtual appointment was completed successfully; upon completion, call details will be logged automatically.
No Show - If the patient does not show up, send them an email prompting them to schedule another time.
The Patient Experience
The patient selects the Video method when booking an appointment.
The patient receives email or SMS notifications (e.g. 1 day, 15 min) to remind them how to best prepare for their appointment.
When the provider clicks Start Call, a link will be sent to the patient inviting them to join (the patient will not be able to join the call until the provider has started it).
General Troubleshooting
If you encounter any issues with the software, you can do one of the following:
Refresh the browser page.
Sign out and Log back in.
Update your browser.
Send us a message in the bottom right chat.
Technology Recommendations
To have an optimal experience with patients while conducting a virtual care appointment, the pharmacy should strive to meet the following recommendations for:
Network bandwidth
Webcam
Headset and microphone
Workstation environment
Network bandwidth
Each pharmacy workstation must be on a network that supports minimum 2 Mbps upload and 2 Mbps download for each concurrent video appointment. These figures are based on minimum bitrates for real-time video calling using standard codecs at HD quality and account for audio and protocol overhead.
Webcam
Minimum Requirements
Resolution: 720p HD (1280 × 720) or higher
Frame Rate: 30 fps
Connection: USB (UVC-compliant)
Auto-features: Auto focus and auto light correction
Mounting: Monitor mount or adjustable clip
Recommended
1080p (Full HD) webcams for clearer clinical communication
Wide dynamic range (WDR) for variable pharmacy lighting
Headsets with Microphones
Pharmacies are noisy environments. A dedicated headset with a noise-reducing microphone dramatically improves patient experience and reduces privacy risk.
Minimum Requirements
Microphone: Unidirectional or noise-canceling
Connection: USB (preferred) or 3.5 mm jack
Audio: Full-duplex audio support
Comfort: Designed for extended wear (30–60 min sessions)
Recommended
USB headsets for consistent audio quality and simplified troubleshooting
Inline mute and volume controls
Replaceable ear cushions for hygiene
Avoid
Open-air microphones
Webcam-mounted microphones
Consumer Bluetooth earbuds (can introduce latency and connection instability)
Workstation environment
Camera positioned at eye level
Neutral background behind pharmacist
Adequate front-facing lighting (avoid strong backlight)
Private or semi-private space to support patient confidentiality
Have questions or looking to add new modules to the MedMe platform? Email care@medmehealth.com, or message via live chat!