🎥 Joining a scheduled video visit

Hello guardians!

Here's everything you need to know about joining your child's scheduled video visit.

You'll need a Hazel account before you can join. If you don't have one yet, here's how to create it.

When the visit is scheduled

When a video visit is booked with guardian access, you'll get a text message with the visit details — the date and time, the provider, and whether your child joins from home or from school.

You or another guardian must join the intake visit with your child. For ongoing visits from home, an adult needs to be present with your child; for ongoing visits at school, a staff member helps your child get set up and you don't need to join.

The reminders you'll get

Hazel sends automated text reminders before each visit:

• 2 days before — a reminder with the date and time, and a note about who needs to join. If Hazel doesn't have your child's insurance on file, this text also includes a secure link to add it (more about that link).
• 2 hours before — a same-day reminder with the visit time and the link to join.
• 15 minutes before — a last call, so you have time to get your child settled and open the link.

Before a first (intake) therapy visit, you'll also get a text two days ahead with a link to a short questionnaire (the PSC-17). Filling it out takes a couple of minutes and helps the therapist come to the visit already knowing what to focus on.

There's a full breakdown of each message in What text reminders will Hazel send before my child's visit?

How to join

Click the link in the text message, sign in with your phone number and password, then click the blue Join Video button.

After clicking Join Video you'll land on this screen. Make sure you allow access to your camera and microphone.

You'll also see the visit waiting for you when you sign in to your account on the day of the visit:

Seeing past and upcoming visits

Sign in at my.hazel.co/patient and click on your child's name to see the history of past visits along with anything scheduled ahead.

If you need to change or cancel a visit

The quickest way is to message your child's therapist: sign in, click on the upcoming visit, and type in the chat window. Your message goes straight to the provider, and they'll work with you on a new time.

You can also reply to the appointment confirmation text — an automated assistant reads those replies and can help you cancel or reschedule — or call 1-800-764-2935 (1-800-76-HAZEL) to do either by phone. Please give at least 24 hours' notice when you can; missed visits count toward Hazel's attendance policy.

Full instructions: How to cancel, reschedule, or rebook your child's therapy visit.

Trouble joining?

If you can see the scheduled visit but can't get into it, or you're having audio or video problems, work through Hazel's basic troubleshooting guide.

Still stuck? Email [e-mail], or call 1-800-764-2935 (1-800-76-HAZEL) — our automated assistant can help with many requests right away, and you can always leave a voicemail for a callback.