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Welcome to Memorial Hermann Virtual Care

Memorial Hermann Virtual Care provides patients with high quality care from a convenient location through the use of video conferencing technology that allows health care providers to manage their patient’s care remotely.

Once you have scheduled your appointment and received your appointment confirmation email from virtualcare@memorialhermann.org, please follow the steps below to ensure a successful experience for your virtual visit. If you need additional assistance during the installation process, try these troubleshooting tipsor call the Memorial Hermann Virtual Care Support Desk at (832) 658-HELP (4357) for assistance (hours of operation: 8 a.m. – 5 p.m. CDT).

If you need to reschedule or cancel your appointment, please contact the UT Pediatric Surgery clinic at (832) 325-7234.

STEP 1: INSTALLING THE SOFTWARE (1-2 business days prior to your scheduled appointment):

Please note:

  • If you do not install and test the software prior to your appointment time and you have technical difficulties that delay your appointment, your appointment may be rescheduled. 
  • If you have already installed the Vidyo software on your electronic device, you will not need to re-install the software.
  • Usage charges may apply from your mobile or internet service provider. If using a smart phone or tablet, connect to Wi-Fi to minimize usage charges from your mobile service provider.
  1. Ensure you have the minimum technical requirements for a successful visit using one of the connectivity options listed below (Please note that the use of either a smartphone or tablet is highly recommended to ensure an optimal experience):
    1. iOS (Apple) Device:
      • iPhone: 5, 5c, 5s, 6, 6Plus
      • iPad: 3rd, 4th, iPad Air, iPad Air2, iPad Mini2, iPad Mini3
      • iPod Touch: 4th and 5th generation
      • iOS 7.1 or later
      • Internet Access (Wi-Fi or cellular)
      • E-mail access to the account provided when your appointment was scheduled
    1. Android Device:
      • Dual core ARMv7 processor
      • 512 mb RAM
      • Android OS 4.4.2 or higher
      • Resolution of 480x800 or higher
      • Internet Access (Wi-Fi or cellular)
      • E-mail access to the account provided when your appointment was scheduled
    1.  PC (Desktop or Laptop):
      • Windows OS 7 or higher OR Mac OS X 10.6 or higher
      • External USB or built-in web cam
      • External USB or built-in microphone
      • Internet Access
      • E-mail access to the account provided when your appointment was scheduled
  1. If using an Android or Apple device (either tablet or smart phone), install the Vidyo app by searching “VidyoMobile” in the Google Play or App Store (note: the app is free to download).
  2. Check your inbox for your appointment confirmation email:
  1. Click on the “Launch Visit” button provided in your appointment confirmation email. You will be directed to a web page with your visit information. Click on “Launch Visit” to continue the installation process.
  2. Follow the step-by-step instructions until application has been downloaded successfully. (Note: Your Room Pin is the last four digits of the phone number provided to the clinic during the scheduling process)
  3. Once installation is complete, you will be taken to a virtual visit window where you will see a black screen (if using a PC) or an image of a clock (if using a tablet or smart phone). This confirms that you have successfully installed and tested the Vidyo software.

Please Note:

  • Be sure to check your Spam or Junk folders if you do not see the email in your inbox.
  • Please do not reply to your appointment confirmation email; this email address is not monitored.
  • If you did not receive an email or have trouble downloading the software, contact the support center at 832-658-HELP (4357).
  • If a welcome page does not appear upon clicking the “Launch Visit” button, please click on the troubleshooting link provided in the email, then enter your “Appointment ID” provided in the email.

STEP 2: PREPARING FOR YOUR APPOINTMENT (15 minutes before appointment start time)

  1. Ensure your environment is conducive to a successful virtual visit with your physician:
    • Choose a location where you will be physically comfortable sitting and speaking with your physician.
    • Ensure there is adequate lighting with no glares or distractions.
    • Position the camera so the physician will have a clear view of you and your facial expressions.
    • Set the microphone and audio volume at a level where the physician can hear you clearly.
    • Ensure there is no background noise during your visit.
  1. Click on the “Launch Visit” button provided in your appointment confirmation email. You will be directed to a web page with your visit information. Click on “Launch Visit” to continue the installation process.
  2. Follow the step-by-step instructions provided by Vidyo. (Note: Your Room Pin is the last four digits of the phone number provided to the clinic during the scheduling process)
  3. Once you arrive at the virtual visit window, you will see a black screen (if using a PC) or an image of a clock (if using a tablet or smart phone). This confirms that you have successfully launched the Vidyo software.
  4. At the time of your scheduled appointment, a member of the pediatric surgery team will join the virtual meeting and begin your visit.