We are experiencing staffing and resource shortages due to the COVID-19 outbreak. Please be patient with our call center and other staff as we do our best to continue to provide care. For service related changes, please click here for details.

Telehealth

To continue to provide care safely, Callen-Lorde now offers virtual visits, also known as Telehealth. A Virtual Visit allows you to safely and securely speak to your provider from another location using the sound and video from your phone. We may also be able to schedule a telephone visit without a visual (video) component.

How to Create a Telehealth Appointment

Step 1
Confirm that you can answer yes to the following questions:

  • Do you have a smart phone?
  • Do you have a strong internet connection?

If either answer is no, we unfortunately cannot schedule a Telehealth appointment for you at this time.

Step 2
Call the Call Center at 212-271-7200. Be sure the Callen-Lorde staff person that books your appointment confirms that we have the correct cell phone number on file.

Step 3
Click here to ensure your camera and microphone are properly enabled to be ready for the appointment.

Step 4
You will receive text reminders when you book your appointment, a day before your appointment, and half an hour before your appointment. Be sure to click the link provided 5-10 minutes before your visit so that you have time to make sure your phone is configured appropriately and answer a few questions. Each time you go into the visit you will need to click through a few forms, including a consent form, and this can take a few minutes.

Step 5
Once you have completed the forms it will allow you to “join” the visit. After you click join you should be able to see and hear your provider. If there are issues with the video for more than 5 minutes after the start time of your appointment, your provider will call you on the phone instead.

Troubleshooting

  • If you are having trouble connecting with your provider try refreshing the browser.
  • While you can use any computer, laptop, tablet that is connected to wifi, smartphones are usually best at connecting. If your computer is not working, try your phone.
  • If you share your home with several other people who are accessing wifi at the same time it may affect the quality of your visit. Please try to limit the amount of people streaming on your wifi at one time.
  • If you are still having trouble, please check out this troubleshooting guide.

After checking the guide and the automated test here, if you are still having issues, contact the call center at 212-271-7200.

Telehealth Tips & Tricks

Room Selection

Having a good virtual visit starts with the right setting. You can have a virtual visit in any place, but choosing the right place – a place that is quiet, private if possible, and with good light – can greatly improve the quality of your visit.

Privacy

Privacy and safety are important to having a successful visit. Choose a place that is quiet where only you, or the necessary people are present. If you’ve set up your location well, both you and your provider will feel safe to share important, private and sensitive information during the virtual  visit.

Background

Try to sit in front of a blank wall or space, but not a window. Sitting with a window behind you will cast a shadow over your face. Sit with a light source in front of you. If possible do not sit or stand with busy artwork behind you – it can cause issues with the video.

Sound and Distractions

Try to choose a space with the limited background noise if possible. Close windows and doors, especially if they open to the street or a busy hallway. Turn down fans or machines with sound. If possible keep pets out of the room. Turn off all other electronics like radios and televisions. If you have to use a public room like a kitchen, ask the other people if they could stay out of the room during your visit.

Lighting

The best light for a virtual visit is a bright room with natural light. If this isn’t possible, sit in a room with light in front of you, facing towards you. The more light, the better. This will make it easier for your provider to see you and give you the best care possible.

Camera Position

Place your phone or camera pointing directly at your face so you are looking right at your provider. If possible do not hold your phone or camera. Place it on a shelf, desk, books, or any other way to keep the phone or camera stable without having to hold it. This will help ensure a strong connection and virtual visit. It is important that your camera and screen are near each other, if they are not attached, so that you have good eye contact with your provider.