Departments & Programs,UW Health,Telehealth

The American Center Video Care FAQ

The American Center Video Care FAQ - Departments & Programs, UW Health, Telehealth


What is a video consult?

See the Telehealth Definitions document to see a detailed definition of Video Consults as well as other Telehealth definitions. 

Where can I provide a video consult at CSC?

  1. Dedicated video consult workstations are available in:
    1. H4/211
    2. H4/213
    3. ED- E1/252
    4. MFCB 4253
    5. MFCB 5253
    6. AFCH: designated areas in the NICU and PICU workrooms.
  2. Your office: if it meets telehealth requirements and your office computer is supported by either the UW Health Information Systems department or your department/division IT group.  

Who do I contact if I want to set up an additional video consult workstation?

Send a Service Now request with the details of your request. 

Can I provide a video consult from A) my personal smartphone/tablet, or B) my favorite coffee shop, restaurant, in-flight WiFi, etc.?

  1. These devices are not part of the supported workflow.
  2. No. These locations do not provide a private HIPAA-compliant environment and do not adhere to UW Health Telehealth policies and etiquette. See the Telehealth page for information on telehealth policies, and etiquette.

Is training required to provide a video consult?

Yes, all clinicians providing a video consult must (1) complete a computer-based training module (CBT) and (2) acknowledge they have reviewed UWH Telehealth policies prior to providing video consults. Additional in-person training sessions are also available if needed for those who have completed the CBT. During normal business hours, Monday-Friday, 8am-5pm, you can contact your in-building support staff for additional training:

CSC: (608) 445-3753

TAC: (608) 219-1728 or (608) 225-9863

After hours: Please contact the Help Desk at (608) 265-7777, and someone will contact you the next business day to set up an appointment. 

I use a phone to discuss patient cases with other physicians now it works just fine. Why do I need to use video consults?

You don’t. Video consults are an additional tool available that allows for visual assessment of a patient but, ultimately, your clinical judgement determines whether you use it or not. The same standard of care applies for any patient encounter, whether performed by telemedicine or in-person. If, in your clinical judgement, you cannot meet the standard of care for the patient using telemedicine, then the consult should be performed in person.

Can I bill for a video consult?

Yes, as long as you complete all of the usual billing elements including clinical requirements, documentation requirements, and coding requirements. Telemedicine utilizes the same billing process as in-person consults, but with the addition of a coding modifier. Clinicians may choose “Coder to determine” when billing and coders will add the modifier as appropriate. 

Do insurers pay for video consults?

At this time, some payors do not reimburse claims submitted with the telemedicine coding. The claims that are denied as a non-covered service will be written off by UW Health so that patients will not be responsible for making payments for services received via telemedicine (except normal co-payments, co-insurance, etc). UW Health has adopted a supplemental payment plan for UWMF departments to offset write-offs. For each billed consult, the Department of the billing provider will be credited and will receive a lump sum payment on a bi-annual basis. 

Do I receive compensation and RVU credit for telemedicine consults?

Yes, video consults to The American Center use the same codes and receive the same charge credit, RVU, and departmental compensation as in-person consults. 

Will the video consult note differ from my usual, in-person consult note?

Yes, insofar as the video consult note requires acknowledgement by you, the provider, that you have assured the identity of the patient, provided the appropriate introduction and reason for the video consult, disclosed your location and the identity of anyone else present on your side of the camera, explained the limitations of video and other options for the patient, and received acknowledgement from the patient that they wish to proceed with the vide consult. We have a Health Link dot phrase “.video” that allows you to preface and pre-populate your video consult note with this attestation. 

Can I perform a video consult and write a consult note without billing?

Yes. However, if you choose not to bill, you will not receive “credit” for the work you have done (e.g RVU and departmental compensation). 

Can residents and fellows be involved in the delivery of video consults?

Divisions who have “opted in” to providing video consults and who normally use residents and/or fellows to begin the normal consult process can recommend their residents and fellows take the video consult CBT and, if they do so, they can use video technology to begin the consult. As with in-person consults, residents and fellows may not bill for this activity, so a faculty member must still see the patient, either by video or in person, to complete the appropriate consult note documentation and submit the bill. 

What if my Division chose to not use telemedicine to provide consults at The American Center, but I want to?

Please discuss this with your Division Chief and colleagues and send inquiries to telehealth@uwhealth.org. We are happy to support any providers who wish to use this service to provide patient care and support The American Center. 

How do I acknowledge a video consult in Health Link?

Like any other consult order, a video consult is acknowledged the same way. You will see in the consult order that this consult “can be done via video.” Ideally, you would have discussed, and confirmed the consultation time with the ordering provider/nurse at The American Center prior to receiving this order.

  1. From the Patient List window, in the Unacknowledged Consults report list, click the Acknowledge Consult link. NOTE: You can also access the Unacknowledged Consults list from the Consult Navigator in the Patient Overview section.
    14acknowledge screenshot
  2. In the pop-up, enter when you plan to conduct the video consultation, and click the Acknowledge Consult button.
    14b screenshot

How do I launch the Vidyo Desktop from Health Link?

Launch Vidyo from More Activities > Vidyo. To make it a favorite, click the Star for Vidyo. Once Vidyo appears on your activity tree, click on that activity to launch it.

15launch screenshot

How do I launch the Vidyo Desktop outside of Health Link?

  1. On your computer desktop click the Start button, go to All Programs and click Vidyo Desktop. Enter the Vidyo portal https://clinical.video.uwhealth.org, and your user name and password.
    16a screenshot16b screenshot
  2. On your Mac, find the Vidyo icon and launch it, entering the portal above, your user name and password. 

Is there a Quick Guide for the VidyoDesktop?

Yes! There is a very helpful Vidyo Desktop Quick Guide/Telehealth document that you can print for your own personal use. There will also be an informational binder next to the computer in both rooms K6/264 and K6/266 for your reference. 

Can I change the settings for the camera, microphone, and speaker?

  1. Yes. Click the gear icon to go into Settings.
    18a screenshot
  2. Click the Devices and confirm your preferred microphone, speaker, and camera are selected.
    18b screenshot

How do I connect to the patient room at The American Center?

  1. In the search contact box type the name of the room you need to connect to.
    19a screenshot
  2. Rooms start with building abbreviations, so typing “AFCH” will list the Children’s Hospital rooms. Entering “TAC” will list The American Center rooms.
    19b screenshot
  3. Click on the room name you need to connect to. Then, click on “Connect to … Room”.

What are the Vidyo Menu options?

20 screenshot

How do I move the camera?

  1. Click the Participants menu button. Then, select the camera to move.
    21a screenshot
  2. Click the Left, or Right buttons to pan. Click the Up, or Down buttons to tilt. Click the Plus, or Minus buttons to zoom in/out.
    21b screenshot

How do I log out of Vidyo?

  1. In the system tray in Windows, near the Date and Time, find the Vidyo icon.
    22a screenshot22aa screenshot
  2. Right click on the Vidyo icon and select Log out.
    22b screenshot

What if others cannot see my video?

  1. Confirm that you have a webcam.
    1. Webcam could be an external USB camera.
    2. Webcam could be built into the monitor and you will see the lens at the top center of the monitor.
  2. Confirm that the lens cap, or other privacy cover is not covering camera.
  3. If this is a USB camera, confirm that the camera is plugged into the PC.
  4. Confirm that your camera is selected in the device settings shown above.
  5. Reboot your PC.
  6. Use a different PC, and enter a ticket with the Help Desk, or call (608) 265-7777.

What if others cannot hear me?

  1. Confirm that you have a microphone.
    1. A microphone is usually built into your webcam, or into the display, or laptop.
    2. You may also be using a USB speaker/microphone.
      24a screenshot
  2. Confirm that your microphone isn’t muted.
    1. In the Vidyo software, confirm that your microphone is not muted. The microphone will be red when muted.
      24b screenshot
    2. Confirm that your microphone isn’t muted on the device.
      1. Jabra will show red lights when muted.
        ‌‌24ba screenshot
      2. Dell monitor will display white light when muted. These are touch-sensitive buttons.
        24bb screenshot
  3. If you’re using a USB microphone, confirm it is plugged into the PC.
  4. Confirm that your microphone is selected in the device settings shown above.
  5. Reboot your PC.
  6. Use a different PC, and enter a ticket with the UWHC Help Desk, or call (608) 265-7777. 

What if I cannot hear others?

  1. Confirm that you have a speaker.
    1. A speaker is usually built into your display, or laptop.‌
    2. You may also be using a USB speaker/microphone.‌
      25b screenshot
  2. Confirm that your speaker is not muted.
    1. In the Vidyo software, confirm your speaker is not muted. The speaker will be red when muted.
    2. Confirm that your speaker isn’t muted on the device.
      1. Jabra will show white lights to indicate that the volume is On. Use the Plus and Minus touch-sensitive buttons to adjust the volume.
        25bb screenshot
      2. The Dell monitor will display white light when muted. You can also adjust the volume here. These are touch-sensitive buttons.
        25bbb screenshot
  3. The volume can be adjusted in the Vidyo software also by clicking on the Up arrow, and using the Slider.
    25c screenshot
  4. If you’re using a USB speaker, confirm it is plugged into the PC.
  5. Confirm that your speaker is selected in the device settings shown above.
  6. Reboot your PC.
  7. Use a different PC, and enter a ticket with the UWHC Help Desk, or call (608) 265-7777.


Video Care Training eLearning