How to Schedule and Prepare for a Kaiser Video Appointment

What a Kaiser video appointment is and how to schedule one

A Kaiser video appointment is a visit with your doctor or other Kaiser provider that happens over video instead of in person. You use your computer, tablet, or phone to connect through Kaiser's secure video system, and you can do it from home or anywhere with internet access. The appointment works the same way a phone call would, except your provider can see you on screen.

To schedule a video appointment, log into your Kaiser Permanente member account online or open the Kaiser app on your phone. Look for the "Schedule an Appointment" option. When you choose your appointment type, you'll see "Video Visit" listed as an option alongside in-person visits. Select the provider you want to see, pick a time that works for you, and confirm. You'll get a confirmation email with the appointment details and a link you'll use to join the video call at the scheduled time.

Not every appointment type can be done by video. Visits that require a physical exam — like checking your blood pressure, listening to your heart, or examining a rash — usually need to happen in person. If your provider thinks you need an in-person visit instead, they'll let you know when you schedule or call you before the appointment to reschedule.

Key Takeaways

• Schedule a Kaiser video appointment through your online member account or the Kaiser app by selecting "Video Visit" as your appointment type.
• You'll receive a confirmation email with a video link; join the call a few minutes early to test your camera and microphone.
• Video appointments work best for follow-ups, medication refills, test result discussions, and mental health visits, but not for exams that require a physical touch.
• Make sure you have a quiet, private space, a stable internet connection, and any medical records or symptoms list ready before your appointment starts.

What to prepare before your video appointment

A few days before your appointment, test your internet connection and make sure your camera and microphone work. Open the video link from your confirmation email ahead of time to check that it loads properly. If you're using a computer, position it so your provider can see your face clearly — eye level is best. If you're using a phone or tablet, prop it up so your hands are free.

Gather anything your provider might need to see: your insurance card, a list of current medications, notes about your symptoms or concerns, or any recent test results. Write down questions you want to ask so you don't forget them during the visit. If your appointment is about a specific body part — a rash, a wound, or an area of pain — make sure the lighting in your space is good enough that your provider can see it clearly on screen.

Find a quiet, private room where you won't be interrupted. Let anyone else in your home know you'll be on a video call. Close other browser tabs and apps so your internet bandwidth isn't split, and silence your phone if you're using a computer. Join the video call a few minutes early so you have time to troubleshoot if something isn't working.

What happens during a Kaiser video appointment

When the appointment time arrives, click the video link from your confirmation email or look for the appointment in your Kaiser app and select "Join Visit." Your provider will appear on screen within a minute or two. The visit works like a regular appointment: your provider will ask about your symptoms, your health history, or why you're coming in, and you'll discuss your care together.

Your provider can see and hear you, and you can see and hear them. If they need to look at something specific — a rash, a wound, or an area of swelling — position your camera so they can see it clearly. You can also share your screen if you need to show them something from your medical records or a photo you've taken.

At the end of the visit, your provider will discuss next steps with you. They might send a prescription to your pharmacy, order lab work, schedule follow-up appointments, or refer you to a specialist. Everything discussed during the visit goes into your medical record just like an in-person visit would.

Internet and device requirements

You need a stable internet connection — broadband or a strong mobile data signal. A wired connection (ethernet cable) is more reliable than Wi-Fi, but Wi-Fi works fine if your signal is strong. Kaiser's video system works on computers (Windows or Mac), tablets (iPad or Android), and smartphones (iPhone or Android). You don't need to download any special software; the video call happens through your web browser or the Kaiser app.

Make sure your device's camera and microphone are working and that you've given the Kaiser website or app permission to use them. If you're using a computer, test your camera and microphone in your device settings before the appointment. If you're using a phone or tablet, check that the camera lens is clean and that you're holding the device steady.

What to do if you have technical problems

If you can't get the video link to work, try refreshing the page or closing and reopening your browser. If you're using the Kaiser app, try closing it completely and opening it again. Make sure you're using a supported browser — Kaiser video appointments work best in Chrome, Safari, Firefox, and Edge.

If your internet connection is slow or dropping, move closer to your Wi-Fi router or switch to a wired connection if you can. Close other apps and browser tabs that might be using your bandwidth. If the problem persists and you're within a few minutes of your appointment time, call your provider's office directly using the phone number on your Kaiser card — they can help you troubleshoot or reschedule.

If you miss your appointment or realize you can't make it, cancel through your Kaiser account as soon as possible so your provider can offer the time to another patient. If you cancel less than 24 hours before the appointment, Kaiser may charge a no-show fee depending on your plan.

Types of visits that work well over video

Video appointments are ideal for follow-up visits after you've already been seen in person. If your doctor wants to check on how you're doing after an injury, surgery, or illness, a video visit lets them see you and hear about your progress without a trip to the office. Medication refills and adjustments also work well over video — your provider can review your symptoms, discuss side effects, and change your prescription if needed.

Mental health visits, including therapy and psychiatry appointments, are often done by video at Kaiser. Discussing test results, getting advice about a health concern, and reviewing lab work are all common video appointment types. If you need to talk to your doctor about a chronic condition like diabetes or high blood pressure, a video visit can work as long as you don't need your blood pressure checked or other measurements taken.

When you'll need an in-person appointment instead

Some visits have to happen in person because your provider needs to examine you physically. Annual physicals, blood pressure checks, vaccinations, and any visit where your provider needs to touch you or use medical equipment require an in-person appointment. If you have a new symptom that might need a physical exam, your provider will let you know whether video is appropriate or if you need to come in.

Certain procedures — like removing a mole, draining a cyst, or taking a blood sample — can only be done in person. If you schedule a video appointment and your provider realizes during the call that you need an in-person visit instead, they'll help you reschedule at a Kaiser facility near you.

Frequently Asked Questions

Do I need to download anything to join a Kaiser video appointment?

No. Kaiser video appointments work through your web browser or the Kaiser app, which you may already have. You don't need to download Zoom, Skype, or any other video software. Just click the link in your confirmation email or select "Join Visit" in the Kaiser app.

Can I use my phone for a video appointment?

Yes. Video appointments work on iPhones, Android phones, tablets, and computers. Make sure your phone is charged, your camera and microphone work, and you have a stable internet connection. Prop your phone up so your provider can see your face clearly.

What if my provider says I need an in-person visit instead?

Your provider will let you know before or during the appointment if you need to be seen in person. They'll help you reschedule at a Kaiser office or facility. Some visits can't be done by video because your provider needs to examine you or use medical equipment.

Will my video appointment be recorded?

Kaiser does not record video appointments unless you and your provider both agree to it. Your visit is private and secure. Everything discussed is protected by the same privacy rules that apply to in-person visits.

What if I have a poor internet connection?

If your connection is unstable, try moving closer to your Wi-Fi router, closing other apps, or switching to a wired connection if possible. If problems continue, call your provider's office before the appointment — they may be able to reschedule or do a phone visit instead.