Matrix Video Wellness Calls

Instructions for Using FaceTime with an Apple iPhone or iPad

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

Step 1.  Check your device version.

You can use an iPhone 4 of later, iPad Pro or iPhone mini (all models), iPad 2 or later, iPod touch 4th generation or later.

Step 2. Make sure the FaceTime application is downloaded and turned on.

  • Look for the application icon (green with white video camera). Tap it to open.
  • You can use the Spotlight magnifying glass and type in FaceTime or ask Siri.
  • You can also tap on the Settings Scroll down to find FaceTime. Tap the slider so that it is green/on. Sign in with your Apple ID.
  • Confirm FaceTime has your contact phone number or Apple ID email activated with a check mark.
  • If you do not see the Face Time app on your device or it is not activated, read Apple’s troubleshooting instructions.

Step 3. For iPad users: you may need to activate your iPhone number or Apple ID email to receive FaceTime video call.

Option A:  Allow phone calls on your iPad and your iPhone. 

  • You must first set up your iPhone, and then 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’s green).  Now you can receive calls when your iPhone isn’t nearby.
  • On your iPhone, go to Settings  > Cellular.  Tap Calls on Other Devices, turn on Allow Calls on Other Devices, then choose your iPad to receive calls when your iPhone is near and connected to Wi-Fi.
  • Next set up your iPad to receive calls from your iPhone.
  • You need to be signed in with your Apple ID. From home screen, go to Settings, tap Sign in to your iPad, then enter your Apple ID and password.
  • Go to Settings > FaceTime (Icon with green and white video camera).  Turn on FaceTime (tap the slider so that it is green).
  • Turn on Calls from iPhone (tap the slider so it’s green).
  • Provide your iPhone phone number to be used as your FaceTime contact number.

Option B:  Use your Apple ID email address for FaceTime on your iPad.

  • Go to Settings   >  FaceTime (icon with green and white video camera).  Turn on FaceTime (tap the slider so that it is green).
  • Register your email address by tapping Settings  > FaceTime > Use your Apple ID for FaceTime, and sign in with your Apple ID.
  • Provide this registered Apple ID email address as your contact address.
  • Turn on Wi-Fi Calling (tap the slider so that it is green).  You should have a network selected.
  • Provide this Apple ID email as your FaceTime contact.

Step 4.  Receive and accept the incoming FaceTime call.

  • When the Matrix Nurse Practitioner calls, “you may see an incoming call from Matrix” or his/her phone number.
  • On an iPad, you will see yourself in the camera.
  • Tap Accept (the green phone icon) to answer the FaceTime video call, or swipe or tap the notification to answer.

Step 5.  Follow these best practices for a video wellness call:

  • Start by holding the iPhone or iPad in front of your face so you can view the Matrix Nurse Practitioner and he/she can see you.
  • The Matrix Nurse Practitioner will be wearing a Matrix uniform and show his/her ID badge.
  • You may want to sit at a table and prop the iPhone or iPad on the table against books or something heavy, or use a stand so that you can use your hands.
  • You will be asked to show the nurse your medications; you can hold each one in front of the phone screen.
  • If you want to see what the nurse is seeing, tap the Flip icon.
  • Make sure the Mute mic icon is not selected (grey background, not white) so the nurse can hear you.
  • If your Call Waiting is turned on and you receive another call, please avoid interruption and tap Decline.

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.