Telehealth Guide – As Easy As 1-2-3
Here you will find a step by step guide on how to prepare for your first appointment, connect to your telehealth session, how to test your connection, and troubleshoot issues. If you still find you need guidance, please contact our telehealth team at:
Phone: 919-443-4151 | Email: [email protected]

How to Prepare for Your First Video Visit:
After scheduling your first telehealth appointment with MindPath Care Centers, you will receive an email from and/or text message that says, “Time Sensitive: Your Healthcare Organization is requesting information from you…” – this means your healthcare provider is using Mend for paperless intake forms.
All you need to complete a form in Mend is a device connected to the internet. This could be a desktop or laptop computer, or it could be your mobile phone or tablet. Whatever is most convenient for you!
-
What is my provider requesting?
The email or text message you received does not specify what your provider is requesting because emails and text are not a secure method of communication- it could be routine paperwork, or perhaps it’s sensitive information you wouldn’t want spelled out in a text message.
The most common types of paperwork in Mend are new patient intake forms. This would be the same contact and insurance information, medical history, etc. that you would fill out with a clipboard, paper and pen in the waiting room, except you can do it from your own device. You may also be asked to sign consents, complete a clinical screening assessment, respond to a survey, provide insurance or payment information, or download information provided by your doctor.
-
Is my information secure?
Yes, absolutely. Mend is fully HIPAA-compliant and secure, and we comply with multiple security standards in order to ensure that your information is always protected.
-
How do I complete a form in Mend?
In the email or text message you have received, click the link that says “Click here to complete your forms.” In the screen that opens, verify your date of birth, and press “Go.”
You may be prompted to accept legal consents before you are directed to the form itself. Some forms may ask you to upload an image or file, such as your ID, insurance card, or medical records.
On a computer, you can click the plus sign (+) underneath the question and select a file from your computer, just like attaching a file to an email. If you are using a mobile device, when you click the plus sign (+) it will ask you whether you’d like to upload a file from your device, or take a picture.
When you are finished, you will need to click a button at the bottom of the form to submit it. This button may say “Accept and Submit,” “Complete,” “Next,” or another similar label, but it will always appear at the bottom.
If you have not answered all required questions, you will be redirected to complete them before submitting the form.
How to Connect to a Video Visit:
You can connect with your provider on any device that has a camera, microphone, and internet connection. It could be your smartphone, tablet, or computer. Internet browsers Firefox, Microsoft Edge, or Safari can be used, but Chrome is preferred. Internet Explorer is no longer supported for Mend Video Visits.
Before your appointment, you’ll want to prepare a few things:
-
Check your notifications!
Depending on your healthcare organization’s preferences, you should receive at least one (if not more) notifications by email or SMS text message containing a link to connect to your visit. You will receive notifications when the appointment is scheduled and again 30 mins before the appointment.
-
Test your connection!
If you’ve received a “Connection Test” link in your e-mail or text message, click this first! This process will test your internet connection, camera, microphone, and speakers on the device you will be using for your visit.
We recommend using a strong WiFi connection, but cellular data can work too!
If you’re not sure if your connection meets the requirements, click the “Need Help?” button at the top of any Mend page to begin a live chat with the Mend support team, or check out these troubleshooting tips.
-
Find a quiet, comfortable place!
Since Mend is web-based, you can connect from anywhere with a consistent internet connection.
We recommend picking a private location where you can close a door, like an office or a bedroom.
Connection Test:
You will receive a a connection test link via email and SMS text message every time a video visit is scheduled. We recommend that you test your connection on the device that will be used for the appointment at least 15 minutes before every appointment, even if you have used the same device to connect before.
Receiving too many reminders to test your video connection? Log in to https://portal.mendfamily.com and click “Preferences” in the main menu on the right side of the screen, and toggle the “Send connection test reminders” option to the “Off” position.
Troubleshooting:
Mend and our Connection Test are hosted on the internet, which means a lot of our troubleshooting tips can be applied to any sort of technical issue you encounter on a webpage. The first step we recommend is always going to be a “refresh.”
Refresh (sometimes called reload) your web browser by clicking the circular arrow next to the address bar. Additional ways to refresh your web browser include:
- On a Windows computer, press the “F5” key on your keyboard.
- On a Mac computer, press and briefly hold the “⌘ Cmd” and “R” keys on your keyboard.
- On most mobile web browsers, touch near the top of the screen and “pull down.”
Sometimes you may need to perform a “hard refresh,” which goes a step further and reloads cached information you may not be able to see on the front end. To do this on a Windows computer, press and briefly hold the Ctrl and F5 keys. On a Mac, press and briefly hold ⌘ Cmd, ⇧ Shift, and R.
If the connection test still doesn’t pass, click on the area that failed for some ways to fix the issue.
How to Prepare for Your First Video Visit:
After scheduling your first telehealth appointment with MindPath Care Centers, you will receive an email from and/or text message that says, “Time Sensitive: Your Healthcare Organization is requesting information from you…” – this means your healthcare provider is using Mend for paperless intake forms.
All you need to complete a form in Mend is a device connected to the internet. This could be a desktop or laptop computer, or it could be your mobile phone or tablet. Whatever is most convenient for you!
-
What is my provider requesting?
The email or text message you received does not specify what your provider is requesting because emails and text are not a secure method of communication- it could be routine paperwork, or perhaps it’s sensitive information you wouldn’t want spelled out in a text message.
The most common types of paperwork in Mend are new patient intake forms. This would be the same contact and insurance information, medical history, etc. that you would fill out with a clipboard, paper and pen in the waiting room, except you can do it from your own device. You may also be asked to sign consents, complete a clinical screening assessment, respond to a survey, provide insurance or payment information, or download information provided by your doctor.
-
Is my information secure?
Yes, absolutely. Mend is fully HIPAA-compliant and secure, and we comply with multiple security standards in order to ensure that your information is always protected.
-
How do I complete a form in Mend?
In the email or text message you have received, click the link that says “Click here to complete your forms.” In the screen that opens, verify your date of birth, and press “Go.”
You may be prompted to accept legal consents before you are directed to the form itself. Some forms may ask you to upload an image or file, such as your ID, insurance card, or medical records.
On a computer, you can click the plus sign (+) underneath the question and select a file from your computer, just like attaching a file to an email. If you are using a mobile device, when you click the plus sign (+) it will ask you whether you’d like to upload a file from your device, or take a picture.
When you are finished, you will need to click a button at the bottom of the form to submit it. This button may say “Accept and Submit,” “Complete,” “Next,” or another similar label, but it will always appear at the bottom.
If you have not answered all required questions, you will be redirected to complete them before submitting the form.
How to Connect to a Video Visit:
You can connect with your provider on any device that has a camera, microphone, and internet connection. It could be your smartphone, tablet, or computer. Internet browsers Firefox, Microsoft Edge, or Safari can be used, but Chrome is preferred. Internet Explorer is no longer supported for Mend Video Visits.
Before your appointment, you’ll want to prepare a few things:
-
Check your notifications!
Depending on your healthcare organization’s preferences, you should receive at least one (if not more) notifications by email or SMS text message containing a link to connect to your visit. You will receive notifications when the appointment is scheduled and again 30 mins before the appointment.
-
Test your connection!
If you’ve received a “Connection Test” link in your e-mail or text message, click this first! This process will test your internet connection, camera, microphone, and speakers on the device you will be using for your visit.
We recommend using a strong WiFi connection, but cellular data can work too!
If you’re not sure if your connection meets the requirements, click the “Need Help?” button at the top of any Mend page to begin a live chat with the Mend support team, or check out these troubleshooting tips.
-
Find a quiet, comfortable place!
Since Mend is web-based, you can connect from anywhere with a consistent internet connection.
We recommend picking a private location where you can close a door, like an office or a bedroom.
Connection Test:
You will receive a a connection test link via email and SMS text message every time a video visit is scheduled. We recommend that you test your connection on the device that will be used for the appointment at least 15 minutes before every appointment, even if you have used the same device to connect before.
Receiving too many reminders to test your video connection? Log in to https://portal.mendfamily.com and click “Preferences” in the main menu on the right side of the screen, and toggle the “Send connection test reminders” option to the “Off” position.
Troubleshooting:
Mend and our Connection Test are hosted on the internet, which means a lot of our troubleshooting tips can be applied to any sort of technical issue you encounter on a webpage. The first step we recommend is always going to be a “refresh.”
Refresh (sometimes called reload) your web browser by clicking the circular arrow next to the address bar. Additional ways to refresh your web browser include:
- On a Windows computer, press the “F5” key on your keyboard.
- On a Mac computer, press and briefly hold the “⌘ Cmd” and “R” keys on your keyboard.
- On most mobile web browsers, touch near the top of the screen and “pull down.”
Sometimes you may need to perform a “hard refresh,” which goes a step further and reloads cached information you may not be able to see on the front end. To do this on a Windows computer, press and briefly hold the Ctrl and F5 keys. On a Mac, press and briefly hold ⌘ Cmd, ⇧ Shift, and R.
If the connection test still doesn’t pass, scroll through the options below to the area that failed for some ways to fix the issue.