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This article presumes you have completed the Get Set up to Use Medeo instructions. If not, please complete them first.

Creating a Medeo Appointment

  • Clients who want to use Medeo must begin by registering through intake and must complete the registration forms and review the confidentiality form. DO NOT direct clients to sign up at medeo.ca.
  • Once the client has done the above and indicated that they would like video counselling (instead of phone), please do the following:
    1. Send email to student (username@uwaterloo.ca NOT username@edu.uwaterloo.ca) with reminder of confidentiality (see *), attachment re. medeo (word document) and remind them they will receive email directly from Medeo with further instructions.
    2. Counsellor records appt in CIS schedule-be sure to select drop down option of “video appt _/6”
    3. Counsellor creates appt in Medeo-be sure when selecting time to pay attention to am/pm
    4. Both counsellor and student will receive email from Medeo confirming appt
    5. Copy and paste any email correspondence into chart in CIS
  • Once you've scheduled an appointment or sent a secure message for them via the Medeo dashboard, an email invitation is automatically sent out to the patient.
  • Using that email invitation, patients can now sign up for Medeo and begin their online consultation.
    • Do not invite new clients who have not yet filled out paperwork through the Ocean platform (e.g. privacy/consent forms, demographic intake form).
    • Ensure to provide time for the client to setup their account on a desktop or download the Medeo app on a tablet or phone.

For Your Information: What devices can Medeo be used on?

Clients can access Medeo using their computer, smartphone, or tablet. 

  • When using Medeo on their smartphone or tablet, clients need to download the Medeo app from the App Store (iOS devices) or Google Play (Android devices)
  • When using Medeo on their computer, clients do not need to download any apps, but they'll need to download and use the Google Chrome browser. 

Using Medeo via Smartphone/Tablet
Clients MUST download the Medeo app before they can use their mobile device for virtual visits. The Medeo app is available for their iOS and Android devices at no cost. 
Android Devices
ex. Samsung, LG, Nexus, etc.
Clients can download the Medeo app on Google Play. Click here for general instructions on how to download an app from Google Play.
iOS Devices
ex. Apple iPhone and iPad
Clients can download the Medeo app from the App Store. Click here for general instructions on how to download an app from the App Store.
Computer
Clients do not need to download the Medeo app when using Medeo on their computer. However, when using Medeo on a computer, clients will need to use the Google Chrome browser. 


  1. Audit Log in Medeo (Managing clinician/client privacy)

When a Medeo user (clinician) clicks on the ‘patient’ in the appointment list to view the client secure messages/notes, a record stamp is logged in the audit log. 

Before first appt-Clinician can view upcoming appts and check if student has set up account or not. If student’s name is in blue, they have; if in grey, they haven’t yet.

At first video appt: -Sign into account

-Provider can start appt by pressing “start conference” button or click on student’s name in red (in “waiting room”)

-Before starting, you will get a chance to double check camera, audio and microphone

-Review confidentiality; ask if any questions or concerns

-Confirm student’s location at time of call

-Discuss process of using medeo-inquire re. how process was for them, any questions, concerns-check in re. video and sound quality

-Let student know that session will not be recorded but that chat during session will become part of their chart

Tips for Successful Medeo Appointment

Use Google Chrome

Medeo works best if used in Google Chrome, please download it if you do not already have it: Download Google Chrome

Bookmark Medeo in Chrome

  1. Open Medeo in Chrome (provider.medeohealth.com).
  2. Click the star beside the address bar.
  3. Select where you'd like to bookmark the page, best to save it to the Bookmarks bar.
  4. Click Done.

Split your screen or Use 2 Monitors

In Windows, the easiest way to split your screen is to use Snap Assist.

  1. Open two or more windows and/or applications.
  2. Place your mouse on an empty area at the top of one of the windows, hold down the left mouse button, and drag the window to either sides of the screen, as far as you can go to until your mouse won't move anymore.
  3. Let go of the mouse to snap that window to the left/ride side of the screen. It should now fill half the screen, or the corner if you managed to drag it there.
  4. Select any of the other windows that are now open on the right side to instantly snap it to the right side of the screen.
  5. Now that the two screens are beside each other, you can drag the dividing line that separates them to resize both windows simultaneously. This is helpful if you need to see more of one and can manage a smaller view for the other.

Stable Internet Connection

Connect your computer to the internet with and Ethernet cable to avoid intermittent connection.
If you cannot connect your computer to the internet with an Ethernet cable, be mindful of the WiFi usage - let any others around you using the WiFi know that you are doing a virtual appointment.

Get a Webcam and/or a Headset

Webcams that are built into your laptop are acceptable, earbud headphones with mics work as a headset.

Virtual Appointment Backdrop

Be mindful of what is going on around you, choose a location with very low noise to avoid distractions. 

Good vs. Bad Lighting

Avoid light coming in from behind or beside you, face a window if possible. Before your appointment Medeo also allows you to test and adjust the settings of your webcam. 

Position your Webcam for the Best Views

Position your webcam where you can easily and comfortably make eye contact with the webcam when speaking in the appointment. 

Do a Test Run  

Get your co-workers to create a patient account & invite them to a test appointment; it is a great way to perfect the above settings and use real life scenarios. 

Medeo doesn’t allow duplicate accounts so when they do create a patient account it needs to be with a different email address.

Coach your Patients

It may be a learning curve for the clients using this new technology. Take the time to answer any of their questions and help them get used to it. 

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