Learn About Preparing for Kaiser Permanente Video Visits

What Kaiser Permanente Video Visits Are and How They Work

Kaiser Permanente video visits, also called virtual visits or telehealth appointments, allow you to see a doctor or other healthcare provider through a video call on your computer, tablet, or smartphone. Instead of traveling to a medical facility and waiting in a physical office, you can receive care from home or another location with internet access. This guide explains what to expect and how to prepare for this type of appointment.

During a video visit, a Kaiser Permanente provider will use video conferencing technology to connect with you in real time. You'll be able to discuss your health concerns, symptoms, and medical history just as you would during an in-person visit. The provider can often prescribe medications, order lab tests, or refer you to specialists through the video appointment. According to Kaiser Permanente data, video visits have grown significantly over recent years, with millions of appointments now conducted virtually across their health system.

Video visits work best for certain types of medical concerns. They are often used for follow-up appointments after surgery or illness, management of chronic conditions like diabetes or high blood pressure, mental health counseling, medication reviews, skin concerns that can be visually assessed, and discussions about test results. However, video visits are not suitable for all situations. Physical examinations that require hands-on assessment, procedures that need special equipment, or emergencies requiring immediate in-person care cannot be handled through video.

The technology behind Kaiser Permanente video visits is designed with privacy and security in mind. The platform uses encryption to protect your health information during the video call. You don't need to be a technology expert to use the system—Kaiser Permanente offers guidance on connecting and troubleshooting common issues. Understanding the basics of how video visits function helps you feel more confident when your appointment time arrives.

Practical Takeaway: Before scheduling a video visit, consider whether your health concern can be addressed through a virtual appointment. Video visits work well for many routine medical situations, but some conditions may require in-person evaluation. Contact your Kaiser Permanente provider or use your member portal to determine if a video visit is appropriate for your needs.

Setting Up Your Technology and Internet Connection

Successful video visits depend on having the right technology and a reliable internet connection. You'll need a device with a camera, microphone, and speaker—such as a computer, laptop, tablet, or smartphone. Most people use their personal devices, which they already own and know how to operate. Your device should be capable of running the video conferencing platform that Kaiser Permanente uses. Generally, devices from the last five to seven years work well, though older devices may experience performance issues.

Internet connection speed is critical for clear video and audio during your appointment. Kaiser Permanente recommends a minimum download speed of 2.5 megabits per second (Mbps) and an upload speed of 1.5 Mbps for video visits. You can check your internet speed using free online tools like Speedtest.net. If your speeds are lower than recommended, you may experience freezing video, delayed audio, or dropped connections. If your home internet doesn't meet these requirements, you might consider conducting your visit from a location with stronger connectivity, such as a library or community center.

Before your appointment, test your camera, microphone, and speakers to confirm they are working. Many devices have these components built in, but some people use external cameras or headsets for better quality. For computers, you can test your camera and microphone through your device settings. For tablets and smartphones, open the camera app or a video calling app you already use to verify everything functions properly. Adjust microphone and speaker settings so you can hear clearly and the provider can hear you without background noise interference.

Position your device on a stable surface where you can see the screen comfortably throughout the appointment. A desk, table, or propped-up tablet stand works well. The camera should be at approximately eye level so the provider can see your face naturally. Poor camera angles—looking down or up at steep angles—can make communication more difficult and may prevent the provider from seeing relevant areas if a visual assessment is needed. Good lighting in your location also matters; position yourself facing a light source rather than sitting with the light behind you, which can create shadows on your face.

Practical Takeaway: Test your internet speed, camera, microphone, and speakers at least one day before your scheduled appointment. Download any required software or apps from Kaiser Permanente's website in advance. This advance preparation prevents technical issues from delaying or canceling your visit.

Preparing Your Physical Environment and Privacy

Creating an appropriate physical environment for your video visit shows respect for your healthcare provider and supports clear communication. Choose a quiet, private space where you can speak freely without interruptions. A bedroom, home office, or quiet corner of your living room typically works well. Avoid locations with high background noise, such as near televisions, appliances, or busy streets. If you live with family members or roommates, let them know you have a medical appointment so they can minimize interruptions and loud activities during your visit time.

Your background is visible on the video screen, so consider what appears behind you during the call. You don't need an elaborate setup—a plain wall or neutral background is perfectly acceptable. If your background contains personal items you prefer not to display, you can position yourself facing a plain area or use a privacy screen or sheet as a backdrop. Some video conferencing platforms offer virtual background features that allow you to blur your background or display a generic image instead of your actual location, adding an extra layer of privacy.

Medical information discussed during your visit is confidential, which is why privacy matters significantly. If others are present in your home, close the door to your appointment space and ask them to respect your privacy during the call. Some Kaiser Permanente video visit platforms have waiting room features that allow you to connect with the provider only when both parties are ready, providing additional security. Be cautious about recording your video visit without explicit permission—many healthcare facilities have specific policies about recordings for legal and privacy reasons.

Keep any medical records, insurance information, or notes about your symptoms within easy reach during your appointment, but out of view of the camera. This allows you to reference information without fumbling or losing connection during the call. Have a pen and paper nearby to jot down instructions, medication names, follow-up steps, or referrals your provider mentions. Avoid eating, drinking coffee, or chewing gum during your medical visit, just as you would during an in-person appointment, as these activities can be distracting and may interfere with communication.

Practical Takeaway: Arrange your space at least 30 minutes before your appointment start time. Ensure privacy by closing doors, informing others in your household about your appointment, and creating a quiet environment. Having medical documents and writing supplies nearby will help you keep track of important information your provider shares.

Gathering Your Medical Information and Documentation

Preparing your medical information before your video visit allows the appointment to be more productive and helps your provider make informed decisions about your care. Gather your current list of all medications you take, including over-the-counter drugs, vitamins, and supplements. For each medication, note the name, dosage (the amount you take), how often you take it, and why you take it. If you're unsure about specific details, bring the medication bottles themselves to reference during the call. This information helps your provider identify potential drug interactions or side effects.

Compile a list of any allergies you have, including allergies to medications, foods, latex, or other substances. Include the type of reaction you experience—for example, whether you get a rash, difficulty breathing, or stomach upset. If you have severe allergies, make this information very visible so you can reference it quickly if the provider asks. Additionally, gather information about any surgeries or hospitalizations you've had, including approximate dates and what was done. This medical history provides context for current health concerns.

If your visit involves a specific health problem, make a list of your symptoms before the appointment. Note when the symptoms started, how often they occur, what makes them better or worse, and how they affect your daily activities. For example, if you're experiencing headaches, you might note: "Started two weeks ago, happens most days around 3 p.m., worse with stress, improves after rest, makes it hard to concentrate at work." Specific details help your provider understand the problem more clearly. If you've had recent lab work, imaging, or other test results, have those reports available to discuss or share with your provider.

Bring your insurance information, including your member ID card or number, to your video visit. Your provider's office may verify your coverage information during the appointment