Matrix Video Wellness Calls

Using FaceTime with an Apple Mac Computer

Here are instructions to set up FaceTime on your Mac and video calling tips for the wellness call.

Step 1.  Check your Mac and iPhone software version and set up.

The technical requirements for using FaceTime video calling include:

  • Mac with OS X 10.9.2 or later with camera and microphone (MacBooks and iMacs have built-in/connected camera and mic, Mac Pro or Mini Mack need additional equipment); can use the built-in mic or plug-in headset
  • FaceTime app is installed, turned on and signed into
  • If you want to use your iPhone phone number for the FaceTime contact method:
    • iPhone has iOS 8 or later installed iPhone and Mac are on the same Wi-Fi network and connected to the internet
    • iPhone and Mac are signed in to iCloud and FaceTime using the same Apple ID
    • iPhone and Mac have Wi-Fi Calling turned on. (note: Wi-Fi calling isn’t available on some Macs)
  • If you want to use your Apple ID email address as your FaceTime contact method:
    • Mac signed into iCloud and FaceTime using the same Apple ID
    • Apple ID email address is already verified by Apple and provided as the contact method

Step 2. Sign in to your Mac, install and sign in to FaceTime and turn on Wi-Fi Calling.

  • Connect to the Internet.
  • Sign in on your Mac using your Apple ID. Choose Apple menu  > System Preferences. Click Sign In.
  • If you don’t have the FaceTime app installed on your Mac, launch the App Store then search for “FaceTime” and follow the onscreen instructions.
  • Open FaceTime by clicking on the icon in the menu bar or type Space and type FaceTime.
  • Sign in to FaceTime. Go to the FaceTime app  on your Mac, enter your Apple ID and password. Click Sign in. Turn FaceTime on.
  • For troubleshooting help, visit Apple support site for using FaceTime on your Mac.

Step 3. Set up contact method by iPhone phone number or Apple ID email address.

Option A:  Allow calls on your Mac from your iPhone.

You must first set up your iPhone to allow Wi-Fi and Calls on Other Devices, and then set up your iPad.

  • On your iPhone, go to Settings  > Cellular. Tap Wi-Fi Calling, then turn on Add Wi-Fi Calling For Other Devices (tap slider so it is green), then you can receive calls even when your iPhone isn’t nearby.
  • On your iPad, go to Settings  > Cellular, tap Calls on Other Devices, turn on Allow Calls on Other Devices (tap slider so it is green), then choose your Mac.

Option B:  Provide Apple ID email address for contact.

  • Make sure you Sign In to FaceTime using your Apple ID email address.
  • Provide this registered Apple ID email to use as your FaceTime contact address.
  • Your email address must be verified by Apple. To check this, click on FaceTime > Preferences to confirm your email status is listed as “verified.”  If the status is listed as “verifying,” log into your email account and follow Apple’s instructions in the FaceTime email verification message.

Step 4: Receive and Answer FaceTime Call.

When FaceTime is turned on, you can accept or decline calls, even if FaceTime isn’t open.A notification appears in the top-right corner of the screen.

  • To see notifications, click the Notification Center icon  in the menu bar, then click Notifications.
  • When the Matrix Nurse Practitioner starts the video call, you will see his/her phone number or “Matrix” depending on your caller ID settings.
  • Click Accept to Accept the incoming video call.If you are currently on another call, Click End & Accept to accept the new call and end current call.

Step 5: Follow these best practices for using your Mac for a video wellness call:

  • Sit in front of your screen and tilt the screen or where you are sitting so that you can see yourself in the camera view and the Matrix Nurse Practitioner and he/she can best see you.
  • The Matrix Nurse Practitioner will be wearing and uniform and show his/her ID badge.
  • Make sure the Mute mic icon is not on in the FaceTime app or selected on your touch bar. If the nurse can’t hear you, check to see if you have mute selected. Click on the mic icon to unmute.
  • Please turn up the volume of your mic: Choose Apple menu  > System Preferences, click Sound, click Input, then drag the “Input volume” slider (un mute or change the volume for the call).
  • You will be asked to show the nurse your medications; you can hold each one in front of the computer screen.
  • If you receive notification of another incoming call, please tap Decline to avoid interruption.
  • For tips on how to change the view of the call, read these tips below or visit the Apple FaceTime support page.
    • View a video call in full screen: Click the green button  in the top-left corner of the FaceTime window, or press Control-Command-F. To return to the standard window size, press the Esc (Escape) key (or use the Touch Bar).
    • View a video call in a split screen: Press and hold the green button  in the top-left corner of the FaceTime window, then choose “Tile Window to Left of Screen” or “Tile Window to Right of Screen.” To return to the standard window size, press the Esc (Escape) key (or use the Touch Bar). See Use apps in Split View on Mac.
    • Move the picture-in-picture window: Drag the small window to any corner of the larger window.
    • Change the orientation: Move the pointer over the picture-in-picture window, then click  or or rotate two fingers on your trackpad. The orientation changes for the other person, too.
  • When the session is completed, the Nurse Practitioner will end the call and stop the video connection. Then you can tap End (the red X icon) to stop FaceTime.

Matrix Telehealth Services Privacy and Security Practices
Matrix Medical Network follows physical and technical safeguards to protect your privacy and security as you talk with our Matrix Nurse Practitioners over telephones. To protect sensitive information, Matrix has provided our nurses with password protected and encrypted Apple iPhones they only use for telehealth services calls.

Even though we do our best to institute these security measures, you need to be aware there are always risks. Because we are using digital technology, our Nurse Practitioners cannot guarantee a consistent, uninterrupted conversation during your telehealth call. Our nurses will do their best to ensure the connection is good and their responses are clear. However, they cannot be held responsible if a technical breakdown occurs like bad reception or a dropped call. They will make every effort to re-connect with you.