Penn Medicine Lancaster General Health offers the opportunity for you and your LG Health provider to connect remotely, through MyLGHealth, from the comfort of your home or office. You can consult with your provider through a video visit, using your smartphone, depending on your medical condition and geographic location.
Schedule an Appointment
On this page you'll learn:
The requirements for a video visit
How to prepare for your visit
How to test your device and connect to your visit
Requirements for a Virtual Visit with a Penn Medicine Lancaster General Health Provider
- Have a video and audio-enabled device, such as a smartphone or tablet with a front-facing camera.
- New operating systems for iPhone/iPad IOS, or Android will perform better.
- Phones/tablets: Chrome preferred
- Computers: Chrome or Edge preferred
- Have a MyLGHealth account
- If you do not have a MyLGHealth account you can sign up for one online at MyLGHealth.org. If you have questions or need assistance, please contact the MyLGHealth Help Desk at 717-544-2860
- Be physically present in Pennsylvania at the time of your virtual visit.
How to Prepare for your Video Visit
In the days before your visit, please do the following:
- Complete eCheck-in via MyLGHealth one to seven days before your video visit. You can access eCheck-in from your appointment within MyLGHealth to verify and update your address, medications and allergies.
How to Connect to Your Video Visit
To ensure you can participate in your video visit,
please test your device at least 30 Minutes before your appointment.
- When opening the MyLGHealth app for the first time, your device will request permission for MyLGHealth to access your camera and microphone. To avoid complications with your video visit, be sure to press “OK.”
- If you receive an error or are unable to verify that your smart phone or mobile device supports video visits, contact your provider’s office to discuss other options.
If you have questions or need assistance, please contact the MyLGHealth Help Desk at 717-544-2860.
The Day of Your Video Visit Appointment
- Select a quiet, private, well-lit location for your video visit.
- Make sure the location has a strong Wi-Fi signal. Be aware that if you use mobile data, phone carrier charges may apply.
- Make sure the mobile device is fully charged.
- Please make sure you are online and available 10 minutes before your appointment time.
View other tips for a successful telemedicine visit
Troubleshooting for video visit appointments
Connectivity issues
Problems with your connection to the video visit may cause several different issues including choppy audio, video that sometimes stops or gets stuck as a still picture, frequent disconnections during the visit, distorted/blocky video, or delays between audio and video can all be caused by a poor connection.
- Close other applications
- Use a different browser
- Switch from WiFi to cellular network or hotspot, if able
- Restart internet or router
You can’t hear the provider
If your provider joins your video visit and you can see them but cannot hear them, please try the following troubleshooting steps:
- Check the volume on the device(s) you are using. Speakers and headphones may have their own volume controls in addition to the volume controls on your phone, tablet, or computer.
- Try disconnecting and then reconnecting any external speakers or headphones.
- Try changing your audio device. If you were using speakers, try using headphones. If you were using headphones, try a different set of headphones or speakers.
- If you are still unable to hear the provider, try leaving the video visit and rejoining.
- Ensure that you and the provider are not muted
Audio Echo
If you hear an echo when you or your provider talk, you can try these steps:
- If using speakers, try switching to headphones.
- If you do not have headphones, try reducing your speaker volume to the lowest volume where you can still clearly hear and understand your provider.
- If there is still an echo when your provider speaks, try muting your device whenever you are not talking.
You can’t see the provider or the provider is unable to see you
- If you do not see your provider immediately, you should see the following message:
- If you or your provider are unable to see each other, please ensure that you both have your cameras turned on
Other considerations
If you are still experiencing issues, you may try the following:
- Leave visit, restart device, then rejoin visit
- Contact your provider’s office for additional options
- If patients do not have a MyLGHealth account or they are unable to login to their account the office has the ability to send a link to join the visit via email.
Invite a relative or friend to join your visit
