virtual doctor visit with woman

Virtual Visits

In response to the Coronavirus (COVID-19) pandemic, Roswell Park now offers the option of a virtual visit for certain types of appointments. A virtual visit is an appointment with your doctor conducted remotely by video using a smartphone, computer or tablet. This option will require you to have an email address, cellular or data service and access to the internet. As we work to take every precaution to reduce the risk of COVID-19, your continued health and safety remains our top priority. Virtual visits will allow your care team to provide you with the care and support you need with as minimal interruption as possible.

If you are already registered on MyRoswell – Roswell Park’s patient portal — we will use the same email you used to register. You can always change your email address by visiting MyRoswell and updating your account. While a patient portal account is not required for a virtual visit, we encourage all of our patients to take advantage of the many features the portal offers. You can register at my.roswellpark.org today!

Instructions for Joining a Virtual Visit

If you have an upcoming virtual visit scheduled, view and download the instructions on how to join the visit.

Download Instructions

After you have completed Step 1 in the instructions above, please test your system.

Test Your System

After testing your system, if you're still having difficulty, request help below. We will ask you a few simple questions about your system and what you're having trouble with. Someone from our dedicated staff will call you back!

Request Support

How will I know if an upcoming appointment can be done as a virtual visit?

Your care team will contact you directly. Once your virtual visit is scheduled, view and download the instructions above. Please follow the directions to ensure your devices are configured to work properly on the day of your virtual visit.

How will the visit be conducted?

Virtual visits are conducted using video and audio conferencing technology called WebEx. This step-by-step instruction sheet below walks you through the process to download the app. At the time of your virtual visit, simply click on the link we email you.

Who should I contact if I have technical issues related to a virtual visit?

If you are having difficulty downloading the required app to your smartphone, tablet, laptop, or desktop computer in the days prior to your scheduled virtual visit, please call the patient portal helpdesk at 1-800-ROSWELL.

After downloading the required app, if you have difficulty connecting with your provider on the day of your scheduled virtual visit, call your care center directly.

If I’m still having technical issues, can the visit be conducted by telephone?

Yes.

Will I be charged a copay for a virtual visit? If so, how do I pay it? 

A copay may be applied by your insurance carrier in very limited circumstances, but generally, copays for virtual visits will not be assessed. If your insurance carrier charges a copay, Roswell Park will send you a billing statement in the mail.

Are there any other costs for a virtual visit?

You will need an ongoing internet connection for the duration of the entire visit and your internet, data, and messaging rates by your phone or internet carrier would apply.

How much time should I reserve for my virtual visit appointment?

The length of your virtual visit should be the same as an in-person visit. And similar to an in-person visit, there may be varying wait times before talking with your doctor on a virtual visit.

I am receiving treatment that requires me to come to Roswell Park. Is it still safe for me to come for my treatment?

Yes. You should still come to your appointments unless your care team instructs you otherwise, or you are experiencing symptoms of fever, cough or shortness of breath. If you are experiencing symptoms, call your center before coming to Roswell Park. We are taking every necessary precaution to keep you safe as you continue to receive the cancer treatment you need.

We conduct a basic health screening on every patient and visitor who comes through our main entrance. Reminders about our enhanced visitor policy and other information to know before you come to Roswell Park can be found at RoswellPark.org/coronavirus.

I would rather come to Roswell Park for my appointment. Can I decline the virtual visit?

Yes. When your care team calls you about scheduling an appointment as a virtual visit, you have the option to decline and keep the appointment as a regular visit to Roswell Park. Please keep in mind that you will undergo a basic health screening upon entering Roswell Park, and you should not come to your appointment if you have a fever, cough or shortness of breath.

What devices are compatible with a virtual visit using the Cisco WebEx app?

Supported Mobile Devices

The following iOS devices have been tested and optimized with the mobile app:

  • All major iPhones, including the iPhone X
  • All major iPads

The following Android devices have been tested and optimized with the mobile app:

  • Samsung Galaxy Series S5 and later
  • Samsung Note Series Note3 and later
  • Samsung Tab Series N8xx and later
  • Sony Xperia Series
  • Google Nexus and Pixel Series
  • LG G Series
  • HTC One Series M8
  • Blackberry Series PRIV and DTEK50
  • Huawei
  • Xiaomi

What internet browsers are compatible with a virtual visit?

Recommended browsers are the latest supported versions of:

  • Google Chrome
  • Mozilla Firefox
  • Microsoft Edge
  • Apple Safari

More Information

As the COVID-19 situation continues to evolve rapidly, read the latest information on Roswell Park’s response and find additional resources, visit our Coronavirus (COVID-19) web page.

Learn More