Virtual Care: Ontario Telemedicine Network (OTN) Instructions

MGH uses a secure video conferencing tool provided by Ontario Telemedicine Network (OTN) for video appointments. OTN is funded and fully supported by the Government of Ontario to enable people to receive care at home. It uses software that is secure, private and confidential.

This guide was designed to help you prepare for your virtual appointment (or Video eVisit).

• If you agree to participate in a virtual appointment, MGH will need to provide your name and email address to OTN. Your care team will schedule your virtual appointment with OTN.
• You will get an email from @email. Do not reply to the email or send the video conference link or appointment email to anyone.
  • This email contains your care provider’s name and the date and time of your virtual visit. It will also have a link to access your appointment and instructions on using OTN.

Preparing for your OTN Appointment

At least two days before your appointment, check your e-mail to ensure that you’ve received your appointment (eVisit) invitation.

Desktop / laptop users: You will join your appointment using your web browser. For the best experience, use the Chrome browser.*

Smartphone/Tablet users: Install the "Pexip Infinity Connect" app for iPhone/iPad or Android in your e-mail invitation. You will need to allow access to your microphone and camera.

We recommend that you click the Test Your Device link in the e-mail invitation in advance of your appointment.

Launching your OTN appointment

From a desktop or laptop:

1. Open your email invitation. (Look for an email with the subject "Video eVisit Invitation - Event ID" from sender "@email").
2. Click “Start Visit” using Chrome.
3. Enter your name > click Connect > click Start.
4. Enter the PIN given to you by the organizer (if provided) and click Connect
5. If you join first, a "waiting for the host" screen appears until the other participant joins the call.
6. Turn your camera and microphone on so that your care provider can see and hear you.

Ensure your device's battery is fully charged and not in power saver mode.

From a Smartphone or Tablet: 

1. Open your email invitation from your mobile device. (Look for an email with the subject "Video eVisit Invitation - Event ID" from sender "@email").
2. Tap Start Visit
3. Tap Open my eVisit Event
4. If you use an iPhone or iPad and are using a headset, make sure you tap the speaker icon: 
   
   
   
   and switch to the headset icon: 
   
5. To join the video visit, tap the green video button: 
   
   
6. Enter the PIN given to you by the organizer (if provided) and tap Join
7. If you join first, a "waiting for the host" screen appears until the other participant joins the call.

For more information about OTNhub virtual visits click here.

If you have questions about your care or appointment, contact your health care provider.

If you have questions about how to prepare for or connect to your appointment, contact Ontario Health (OTN) Technical Support at 1-855-654-0888.