Matrix Video Wellness Calls

Instructions for Using Google Duo with an Android Phone, Tablet or Laptop Computer

Step 1.  Confirm Google Duo will work on your device.

  • Your phone, tablet or laptop must have Android 7.0 operating system or greater and must have a camera turned on; can use built-in microphone or plug-in headphones.
  • Common brands are Samsung Galaxy, Google Pixel, HP and Moto G. Devices not supported include OS Android 6.0 and lower, ChromeOS, Huawei, OnePlus, LineageOS, or ColorOS.
  • System information is generally under Settings > About Tablet/Phone/Computer > Software Information.

Step 2. Make sure Google Duo is installed.

  • If you see the Google Duo icon, tap it and continue with the instructions for accepting a video call. If not, follow instructions for phone and tablet or computer.
  • Select “I agree” to Google Duo’s terms of service and privacy policy and respond to prompt messages to allow access. Must allow permissions including “allowed to receive notifications” of incoming call.
  • For troubleshooting information, go to Google Duo support.

Step 3A: If you want to use your phone number as your contact, please ensure your phone number is correct and verified.

  • Enter your phone number and verify it is correct. Tap Agree.
  • Duo will send a code in a one-time SMS message to the number that you entered. (Carrier text-message rates may apply.) Enter the code that you received in the text message.
  • If you don’t receive a text message, tap Resend SMS.
  • If you have a cell connection and aren’t getting the SMS, request a call by tapping Call me.

Step 3B: If you want to use an email address as your contact, please ensure your email is correct and verified.

  • You can choose to skip providing a phone number and instead add your Google account email address.
  • Click on the Settings icon (a round gear) open Account and add your Google account email address.  Turn on the option “People can contact you using your email address.”
  • If you already use Duo on another device with your Google Account, sign in with the same account to finish setup.
  • To connect your Google Account, tap Agree.

Step 4. Sign in to Google Duo.

  • Click on the icon or go in to Settings and scroll to select Google Duo.
  • Sign in to your Google Account. If you use Duo on another device with your Google Account, you need to sign in to your phone or tablet with the same Google account.
  • Select “I agree” to Google Duo’s terms of service.
  • You can check the information under Settings > Account. Provide the phone number or email listed in the account to use as your contact.
  • Ensure Wi-Fi Calling in on. Go to Settings > Wi-Fi Calling and tap On.

Step 5.  Receive and accept the incoming Google Duo video call.

  • When the Matrix Nurse Practitioner calls you, you may see  “incoming call from Matrix” or his/her phone number on your phone or tablet or a notification message on your laptop computer.
  • Based on your device settings, you will see a blue check icon or a Video icon. Tap the blue check or swipe the video icon to Accept the Google Duo call invitation.

Step 6. Follow these best practices for a video call:

  • Start by holding the phone or tablet in front of your face so you can view the Matrix Nurse Practitioner and he/she can see you.  If you are using a laptop computer. sit in front of your screen and tilt the screen so that you can see yourself in the camera view and the Matrix Nurse Practitioner can see you.
  • The Matrix Nurse Practitioner will be wearing a Matrix uniform and show his/her ID badge.
  • If you are using a phone or tablet, you may want to sit at a table and prop the device  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.
  • When the session has completed, the Nurse Practitioner will end the call and stop the video connection. Then you can tap End (red phone icon) to stop Google Duo.

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.