How to Prepare for a VA Video Connect Appointment

What VA Video Connect is and how to use it

VA Video Connect is the Department of Veterans Affairs' telehealth platform that lets you meet with VA doctors, nurses, and mental health providers from home using a computer, tablet, or smartphone. Instead of driving to a VA medical center, you join a secure video call at the scheduled time. The VA has been using this system since 2017, and it now handles hundreds of thousands of appointments each year across all VA health services.

You don't need any special software to download. The VA sends you a link in an email or text message before your appointment. You click the link a few minutes before your scheduled time, and the video call opens in your web browser. If you're using a phone or tablet, the link may open the VA's mobile app instead, but again, there's nothing to install ahead of time.

VA Video Connect works for routine check-ups, medication reviews, mental health counseling, specialty consultations, and follow-up visits. It does not work for appointments that require a physical exam you can't do at home — like an X-ray, blood draw, or in-person diagnostic test — though your provider may schedule those separately and use video for the results discussion.

Key Takeaways

• VA Video Connect appointments use a link sent by email or text; you click it at the scheduled time and join the video call in your browser.
• You need a device with a camera and microphone (computer, tablet, or smartphone) and a stable internet connection to join.
• Log in 5 to 10 minutes early to test your camera and microphone and make sure the link works.
• Tell your provider ahead of time if you have hearing or vision problems, because video appointments have different limits than in-person visits.
• If the connection drops or you miss the appointment, contact your VA facility directly to reschedule; the VA does not automatically rebook you.

What you need to have ready before the appointment

Check your device at least one day before the appointment. Make sure your camera and microphone work, your internet connection is stable, and you have enough battery or a charger nearby. If you're using Wi-Fi, test the speed — a slow connection can cause the video to freeze or drop. If you're on a phone network, make sure you have a strong signal or move closer to your router.

Find a quiet, private space where you can talk without interruption. Close other browser tabs and apps that use internet bandwidth, like streaming services or downloads. If you live with others, let them know the appointment time so they don't interrupt or create background noise.

Have your VA health record number or Social Security number ready. The provider may ask for it to pull up your chart. If you're discussing medications, have a list of what you're currently taking, including over-the-counter drugs and supplements. If you're following up on test results or a previous visit, have any notes or paperwork from that visit nearby.

How to join the video call and what to expect

The VA sends the appointment link by email or text message, usually 24 hours before the appointment. The message includes the date, time, provider name, and a blue button or link that says "Join Video Visit" or similar. Do not click it until 5 to 10 minutes before your scheduled time.

When you click the link, your browser may ask permission to use your camera and microphone. Click "Allow" so the provider can see and hear you. The system will show a preview of your video and a microphone test. Speak a few words to make sure the provider will be able to hear you. If the camera or microphone doesn't work, stop and troubleshoot before the appointment time — restart your device, try a different browser, or use a different device if you have one.

Once the provider joins, the appointment works like a phone call with video. They'll ask about your symptoms, review your medications, answer questions, and may examine you by asking you to move or show them something on your body. The visit usually takes 15 to 30 minutes, depending on what you're there for. At the end, the provider will tell you next steps — whether you need any tests, follow-up appointments, or prescriptions sent to your pharmacy.

Technical problems and what to do if they happen

If your internet drops or the video freezes, stay calm. The connection usually comes back within a few seconds. If it doesn't, close the browser tab and click the link again to rejoin. The provider will wait a few minutes for you to reconnect.

If you cannot reconnect after a few tries, or if the link doesn't work at all, call your VA facility's main number right away. Tell them you're having trouble joining your video appointment and give them your name and appointment time. They can troubleshoot with you over the phone or reschedule you for a different time or method.

If you miss the appointment entirely, contact your VA facility as soon as you realize it. Do not assume the VA will reschedule you automatically. Some facilities have a grace period of 10 to 15 minutes, but after that the appointment slot closes. Call to reschedule and explain what happened — the VA may be able to fit you in the same day or within a few days, depending on the provider's schedule.

When video appointments may not be the right choice

Video works well for talking to your provider, but it has limits. If you need a physical exam — blood pressure check, heart sounds, abdominal exam, or wound inspection — tell your provider before the appointment. They may decide to do the visit in person instead, or they may do a partial exam over video and schedule you for an in-person follow-up.

If you have significant hearing loss and do not use hearing aids, or if you have vision problems that make it hard to see a screen, let your VA scheduler know when you book the appointment. They can arrange a video interpreter, adjust the text size, or offer an in-person visit instead. The same goes if you have trouble using technology — the VA has staff who can help you prepare or offer an alternative.

If you're in crisis or having thoughts of suicide, do not wait for a video appointment. Call the Veterans Crisis Line at 988, then press 1. This is a free, confidential service available 24/7, and it's faster than scheduling any appointment.

How to reschedule or cancel if your plans change

If you need to reschedule, contact your VA facility as soon as you know. You can call the main number, call the specific clinic that scheduled the appointment, or use the VA's online scheduling tool if your facility offers it. Give them your name, appointment date and time, and the reason you need to reschedule if you want to. The VA usually has cancellation policies — canceling 24 hours or more in advance is standard, but policies vary by facility.

If you cancel close to the appointment time, the provider may not be able to fill that slot, so the VA may ask you to reschedule right away rather than leaving it open. If you're canceling because of a medical emergency or something urgent, tell the scheduler — they may be able to move you to an earlier appointment or direct you to urgent care.

After your video appointment ends

The provider will usually send a summary of the visit to your VA patient portal within 24 to 48 hours. This summary includes what was discussed, any diagnoses, medications prescribed or changed, and instructions for follow-up. Log into your VA.gov account to read it and make sure the information is correct.

If the provider prescribed a new medication, it will be sent to the pharmacy you chose — either a VA pharmacy or a retail pharmacy. Check with the pharmacy in a few days to make sure it arrived. If you have questions about the visit after it's over, call your provider's clinic during business hours.

If you were supposed to schedule a follow-up appointment during the visit and the provider didn't, call the clinic to book it. Do not assume it will be scheduled automatically.

Frequently Asked Questions

Do I need to download an app to use VA Video Connect?

No. The VA sends you a link by email or text, and you click it in your web browser. On a phone or tablet, the link may open the VA's app if you already have it installed, but you don't need to download anything. If you prefer to use the app, you can download it from the Apple App Store or Google Play Store, but it's optional.

What if I don't have a camera or microphone on my device?

You need both to use VA Video Connect. If your device doesn't have them, ask your VA facility if they offer phone-only appointments or in-person visits instead. Some VA facilities can accommodate patients who cannot use video.

Can someone else join the video call with me?

Yes, if you want a family member or caregiver present, tell your provider before the appointment. They may ask the other person to stay off-camera or to help you if you have mobility or hearing issues. The provider will decide what works for the visit.

What if I'm not comfortable with video and prefer to see the provider in person?

Contact your VA facility and ask to reschedule the appointment as an in-person visit. The VA offers both options, and you can request in-person care. Depending on the provider's schedule and the type of visit, they may be able to accommodate you, though wait times for in-person appointments are sometimes longer.

Is my video appointment private and secure?

Yes. VA Video Connect uses encrypted connections, which means your video, audio, and health information are protected. The VA does not record appointments unless you and the provider both agree to it. Your visit is covered by the same privacy rules as an in-person appointment.