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Telehealth Guide – As Easy As 1-2-3

Here you will find a step by step guide on how to prepare for your first appointment, connect to your telehealth session, how to test your connection, and troubleshoot issues. If you still find you need guidance, please contact our telehealth team at:

Phone: 919-443-4151   |   Email: telehealth@mindpathcare.com​

How to Prepare for Your First Video Visit:

After scheduling your first telehealth appointment with MindPath Care Centers, you will receive an email from and/or text message that says, “Please fill out information for MindPath Care Centers” – this means your healthcare provider is using Mend for paperless intake forms.

All you need to complete a form in Mend is a device connected to the internet. This could be a desktop or laptop computer, or it could be your mobile phone or tablet. Whatever is most convenient for you!

 

  • What is my provider requesting?

    The email or text message you received does not specify what your provider is requesting because emails and text are not a secure method of communication – it could be routine paperwork, or perhaps it’s sensitive information you wouldn’t want spelled out in a text message.

    The most common types of paperwork in Mend are new patient intake forms. This would be the same contact and insurance information, medical history, etc. that you would fill out with a clipboard, paper and pen in the waiting room, except you can do it from your own device. You may also be asked to sign consents, complete a clinical screening assessment, respond to a survey, provide insurance or payment information, or download information provided by your doctor.

  • Is my information secure?

    Yes, absolutely. Mend is fully HIPAA-compliant and secure, and we comply with multiple security standards in order to ensure that your information is always protected.

  • How do I complete a form in Mend?

    completing telehealth formsIn the text message you have received, click the link after it says “Please click the link to open and complete the form(s) we have assigned you.” In the email, click the button that says “Get Started”. In the webpage that opens, verify your date of birth, and press “Submit.”

    You may be prompted to accept legal consents before you are directed to the form itself. Some forms may ask you to upload an image or file, such as your ID, insurance card, or medical records.

    • On a computer, you can click the plus sign (+) underneath the question and select a file from your computer, just like attaching a file to an email.

    • If you are using a mobile device, when you click the plus sign (+) it will ask you whether you’d like to upload a file from your device, or take a picture.

When you are finished, you will need to click a button at the bottom of the form to submit it. This button may say “Accept and Submit,” “Complete,” “Next,” or another similar label, but it will always appear at the bottom.

If you have not answered all required questions, you will be redirected to complete them before submitting the form.

How to Connect to a Video Visit:

You can connect with your provider on any device that has a camera, microphone, and internet connection. It could be your smartphone, tablet, or computer. Internet browsers Firefox, Microsoft Edge, or Safari can be used, but Chrome is preferred. Internet Explorer is no longer supported for Mend Video Visits. 

Before your appointment, you’ll want to prepare a few things: 

 

  • Check your notifications!

    Depending on your healthcare organization’s preferences, you should receive at least one (if not more) notifications by email or SMS text message containing a link to connect to your visit. You will receive notifications when the appointment is scheduled and again 30 mins before the appointment.

  • Test your connection!

    If you’ve received a “Connection Test” link in your e-mail or text message, click this first! This process will test your internet connection, camera, microphone, and speakers on the device you will be using for your visit.

    We recommend using a strong WiFi connection, but cellular data can work too!

    If you’re not sure if your connection meets the requirements, click the “Need Help?” button at the top of any Mend page to begin a live chat with the Mend support team, or check out these troubleshooting tips. 

  • Find a quiet, comfortable place!

    Since Mend is web-based, you can connect from anywhere with a consistent internet connection.

    We recommend picking a private location where you can close a door, like an office or a bedroom. 


Click the “Start Your Visit” link provided in your e-mail

Provide the information requested by your healthcare organization. You may be prompted to enter your date of birth to confirm your identity and press “Go.”

 

  • Note: if the appointment is scheduled for a Dependent in your care, their date of birth OR the parent or guardian’s date of birth will allow entry into the visit.

You may be prompted to create an account. You may be prompted to electronically sign legal agreements or complete an intake form.

The Virtual Waiting Room screen you see depends on your healthcare provider’s preferences. You may see instructions to remain connected, or you may see sponsored or educational content.

If you can see your own video feed in the top left corner, you are successfully connected. Your provider will join you shortly.

Click the “Start Your Visit” link provided in your e-mail or text message

Provide the information requested by your healthcare organization. You may be prompted to enter your date of birth to confirm your identity and press “Go.”

 

  • Note: if the appointment is scheduled for a Dependent in your care, their date of birth OR the parent or guardian’s date of birth will allow entry into the visit.

You may be prompted to electronically sign legal agreements or complete an intake form

Depending on your healthcare provider’s preferences and your device type, you will be brought directly into the visit in your mobile web browser, or you may be prompted to download and open the Mend Telemedicine App.

 

  • If you connect directly from your mobile web browser, the Virtual Waiting Room screen you see depends on your healthcare provider’s preferences. You may see instructions to remain connected, or you may see sponsored or educational content.

 

  • If you are prompted to use the Mend Telemedicine App, take note of the six-digit code displayed on your screen. When you open the Mend Telemedicine App, press “Join Visit,” then enter the six digit access code and click “Join Visit” again.

 

When you see your video feed in the bottom left corner, you have successfully entered the virtual exam room. Your provider will join you shortly.

Connection Test:

You will receive a a connection test link via email and SMS text message every time a video visit is scheduled. We recommend that you test your connection on the device that will be used for the appointment at least 15 minutes before every appointment, even if you have used the same device to connect before. 

Test My Connection Now

Receiving too many reminders to test your video connection? Log in to https://portal.mendfamily.com and click “Preferences” in the main menu on the right side of the screen, and toggle the “Send connection test reminders” option to the “Off” position. 

Troubleshooting:

Mend and our Connection Test are hosted on the internet, which means a lot of our troubleshooting tips can be applied to any sort of technical issue you encounter on a webpage. The first step we recommend is always going to be a “refresh.”

Refresh (sometimes called reload) your web browser by clicking the circular arrow next to the address bar. Additional ways to refresh your web browser include:

  • On a Windows computer, press the “F5” key on your keyboard.
  • On a Mac computer, press and briefly hold the “⌘ Cmd” and “R” keys on your keyboard.
  • On most mobile web browsers, touch near the top of the screen and “pull down.”

Sometimes you may need to perform a “hard refresh,” which goes a step further and reloads cached information you may not be able to see on the front end. To do this on a Windows computer, press and briefly hold the Ctrl and F5 keys. On a Mac, press and briefly hold ⌘ Cmd, ⇧ Shift, and R.

If the connection test still doesn’t pass, click on the area that failed for some ways to fix the issue.

A web browser is the software application you use to connect to the internet.

If you are using a laptop, desktop computer, or an Android mobile device, we recommend using Google Chrome as your web browser for video visits. If you do not already have Google Chrome installed on your device, you may download it here. You may also use Firefox, Microsoft Edge, or Safari (recommended for iPhone and iPad).

 

Note: Internet Explorer is no longer a supported browser for Mend Video Visits.

If you are using one of the browsers listed above but still failed the first section of the test, you may be using an out of date version of your browser.

1. Did you press the “Start Camera Test” button? If you are seeing a green check mark and the statement “It’s a success!” click the green “Start Camera Test” button located underneath.

2. Does your device have a camera? If no, you will not be able to use this device to connect for a video visit. Please use another device. If you are a patient and do not have access to a device with a camera, please contact your healthcare provider directly for further instructions.

If you do have a camera, is it covered or blocked in any way? Try adjusting the camera and restarting the test.

3. Can you see yourself in the video feed? If you click “No,” the Connection Test page will display instructions to make sure your camera is enabled.

  • Were you prompted to “Allow” or “Block” your camera when you first started the test?

 

 

  • Try refreshing your browser- does the prompt come up again? Click “Allow.”
  • No prompt? At the top of the screen, where you see the web address in the address bar, click on the “lock” icon to open the security details window. Make sure “Camera” is set to “Allow.”

 

 

    • *Note: If you are using Safari on a Mac computer, iPhone or iPad and you are NOT prompted to allow your camera, please go to “Settings” in your device, search for “Safari,” and manually set the camera setting to “Allow.”
    • *Note: If you are using Google Chrome on a Mac computer with the Catalina Operating System, and you have never used the camera in your web browser before, there is an extra step needed. With the newest versions of Mac OS, you have to enable camera permissions in system settings for each app individually. To check this, go to the Settings app and select Security & Privacy. Click the “Camera” icon on the left, and make sure Google Chrome is included in the apps allowed to access your camera.

4. Is the correct camera selected? Most newer devices have a camera built in, but you might have an external webcam connected to your device as well. At the top of the screen where you see the web address in the address bar, click the “camera” icon on the far right to see which camera is being tested, and choose a new one if necessary.

 

how to select your camera

 

5. Is the camera in use by another program? Double check to make sure you have closed any other windows, tabs, or applications that might be using your camera. This includes other video chat applications such as FaceTime, Skype, Google Hangouts, Zoom, or Facebook Messenger.

6. Do you have an antivirus, firewall, or parental control software running on your computer? Some of these programs block your camera from activating on unknown websites. If you are on a company-owned internet connection or using a VPN from home, you may need to coordinate with your IT department to whitelist our domain. If you are using a personal device and private internet connection, you may need to investigate your antivirus, firewall, or parental control program settings.

1. Does your device have a microphone? If no, you will not be able to use this device to connect for a video visit. Please use another device. If you are a patient and do not have access to a device with a microphone, please contact your healthcare provider directly for further instructions. 

2. If the Connection Test cannot pick up sound, it will display instructions to make sure your microphone is enabled.

  • Were you prompted to “Allow” or “Block” your microphone when you first started the test?

 

 

  • Try refreshing your browser- does the prompt come up again? Click “Allow.”
  • No prompt? At the top of the screen, where you see the web address in the address bar, click on the “lock” icon to open the security details window. Make sure “Microphone” is set to “Allow.”

 

 

*Note: If you are using Google Chrome on a Mac computer with the Catalina Operating System, and you have never used the microphone in your web browser before, there is an extra step needed. With the newest versions of Mac OS, you have to enable microphone permissions in system settings for each app individually. To check this, go to the Settings app and select Security & Privacy. Click the “Microphone” icon on the left, and make sure Google Chrome is included in the apps allowed to access your microphone.

3. Is the correct microphone selected? Most newer devices have a microphone built in, but you might have an external microphone connected to your computer, or you may be using a headset or earbuds with a microphone feature. At the top of the screen where you see the web address in the address bar, click the “camera” icon on the far right to see which microphone is being tested, and choose a new one if necessary.

 

4. Is the microphone in use by another program? Double check to make sure you have closed any other windows, tabs, or applications that might be using your microphone. This includes other video chat applications such as FaceTime, Skype, Google Hangouts, Zoom, or Facebook Messenger. If you’re on a mobile device, this would also include phone calls.

If you cannot hear the audio portion, there are a few different things you should investigate:

  • Using the same web browser, if you go to another website where you expect to hear sound, such as YouTube or Spotify, do you hear it?
  • How does sound normally play on your device? Do you use the built-in speakers, do you plug headphones or external speakers into your device, or do you listen wirelessly with a bluetooth device?
  • Is your device volume low or muted?
  • Is your web browser tab muted?

Depending on the type of device and operating system you are using, there are many different ways to find the source of the issue. If you’re not sure where to start, please click the “Need Help?” button at the top of the Connection Test page to start a live chat with our team.

To continue to troubleshoot on your own using a Windows computer, right-click the Sound icon in the System Tray and select “Troubleshoot sound problems.”

To continue to troubleshoot on your own using a Mac computer, open your System Preferences and click the Sound icon to view a variety of sound settings.

This portion of the test checks for Bandwidth and Packet Loss. These indicators help us determine whether your internet is strong enough to connect successfully to your video visit from start to finish. 

Whenever possible, we recommend using a wired connection or a strong WiFi signal, but cellular data can also work for a video visit when needed. 

If you are having difficulty passing the internet connection portion of the test, or if you are experiencing connection issues in a video visit, we recommend the following tips to help improve your connection: 

  • Please close any windows, tabs, or applications you have open that you are not using, especially those connected to the internet.  
    • Some common culprits include other video chat applications (FaceTime, Skype, Google Hangouts, Zoom, Facebook Messenger), streaming platforms (Netflix, Hulu, Spotify, Pandora), and cloud storage applications (Google Drive, iCloud, Dropbox). 
  • You may consider restarting your router or modem, or simply repositioning yourself closer to it. 

How to Prepare for Your First Video Visit:

After scheduling your first telehealth appointment with MindPath Care Centers, you will receive an email from and/or text message that says, “Time Sensitive: Your Healthcare Organization is requesting information from you…” – this means your healthcare provider is using Mend for paperless intake forms.

All you need to complete a form in Mend is a device connected to the internet. This could be a desktop or laptop computer, or it could be your mobile phone or tablet. Whatever is most convenient for you!

 

  • What is my provider requesting?

    The email or text message you received does not specify what your provider is requesting because emails and text are not a secure method of communication- it could be routine paperwork, or perhaps it’s sensitive information you wouldn’t want spelled out in a text message.

    The most common types of paperwork in Mend are new patient intake forms. This would be the same contact and insurance information, medical history, etc. that you would fill out with a clipboard, paper and pen in the waiting room, except you can do it from your own device. You may also be asked to sign consents, complete a clinical screening assessment, respond to a survey, provide insurance or payment information, or download information provided by your doctor.

  • Is my information secure?

    Yes, absolutely. Mend is fully HIPAA-compliant and secure, and we comply with multiple security standards in order to ensure that your information is always protected.

  • How do I complete a form in Mend?

    In the email or text message you have received, click the link that says “Click here to complete your forms.” In the screen that opens, verify your date of birth, and press “Go.”

    You may be prompted to accept legal consents before you are directed to the form itself. Some forms may ask you to upload an image or file, such as your ID, insurance card, or medical records.

    On a computer, you can click the plus sign (+) underneath the question and select a file from your computer, just like attaching a file to an email. If you are using a mobile device, when you click the plus sign (+) it will ask you whether you’d like to upload a file from your device, or take a picture.

    When you are finished, you will need to click a button at the bottom of the form to submit it. This button may say “Accept and Submit,” “Complete,” “Next,” or another similar label, but it will always appear at the bottom.

    If you have not answered all required questions, you will be redirected to complete them before submitting the form.

How to Connect to a Video Visit:

You can connect with your provider on any device that has a camera, microphone, and internet connection. It could be your smartphone, tablet, or computer. Internet browsers Firefox, Microsoft Edge, or Safari can be used, but Chrome is preferred. Internet Explorer is no longer supported for Mend Video Visits. 

Before your appointment, you’ll want to prepare a few things: 

 

  • Check your notifications!

    Depending on your healthcare organization’s preferences, you should receive at least one (if not more) notifications by email or SMS text message containing a link to connect to your visit. You will receive notifications when the appointment is scheduled and again 30 mins before the appointment.

  • Test your connection!

    If you’ve received a “Connection Test” link in your e-mail or text message, click this first! This process will test your internet connection, camera, microphone, and speakers on the device you will be using for your visit.

    We recommend using a strong WiFi connection, but cellular data can work too!

    If you’re not sure if your connection meets the requirements, click the “Need Help?” button at the top of any Mend page to begin a live chat with the Mend support team, or check out these troubleshooting tips. 

  • Find a quiet, comfortable place!

    Since Mend is web-based, you can connect from anywhere with a consistent internet connection.

    We recommend picking a private location where you can close a door, like an office or a bedroom. 


Connect with a desktop or laptop computer:

Click the “Start Your Visit” link provided in your e-mail

Provide the information requested by your healthcare organization. You may be prompted to enter your date of birth to confirm your identity and press “Go.”

 

  • Note: if the appointment is scheduled for a Dependent in your care, their date of birth OR the parent or guardian’s date of birth will allow entry into the visit.

You may be prompted to create an account. You may be prompted to electronically sign legal agreements or complete an intake form.

The Virtual Waiting Room screen you see depends on your healthcare provider’s preferences. You may see instructions to remain connected, or you may see sponsored or educational content.

If you can see your own video feed in the top left corner, you are successfully connected. Your provider will join you shortly.

Connect with a smartphone or tablet:

Click the “Start Your Visit” link provided in your e-mail or text message

Provide the information requested by your healthcare organization. You may be prompted to enter your date of birth to confirm your identity and press “Go.”

 

  • Note: if the appointment is scheduled for a Dependent in your care, their date of birth OR the parent or guardian’s date of birth will allow entry into the visit.

You may be prompted to electronically sign legal agreements or complete an intake form

Depending on your healthcare provider’s preferences and your device type, you will be brought directly into the visit in your mobile web browser, or you may be prompted to download and open the Mend Telemedicine App.

 

  • If you connect directly from your mobile web browser, the Virtual Waiting Room screen you see depends on your healthcare provider’s preferences. You may see instructions to remain connected, or you may see sponsored or educational content.

 

  • If you are prompted to use the Mend Telemedicine App, take note of the six-digit code displayed on your screen. When you open the Mend Telemedicine App, press “Join Visit,” then enter the six digit access code and click “Join Visit” again.

 

When you see your video feed in the bottom left corner, you have successfully entered the virtual exam room. Your provider will join you shortly.

Connection Test:

You will receive a a connection test link via email and SMS text message every time a video visit is scheduled. We recommend that you test your connection on the device that will be used for the appointment at least 15 minutes before every appointment, even if you have used the same device to connect before. 

Test My Connection Now

Receiving too many reminders to test your video connection? Log in to https://portal.mendfamily.com and click “Preferences” in the main menu on the right side of the screen, and toggle the “Send connection test reminders” option to the “Off” position. 

Troubleshooting:

Mend and our Connection Test are hosted on the internet, which means a lot of our troubleshooting tips can be applied to any sort of technical issue you encounter on a webpage. The first step we recommend is always going to be a “refresh.”

Refresh (sometimes called reload) your web browser by clicking the circular arrow next to the address bar. Additional ways to refresh your web browser include:

  • On a Windows computer, press the “F5” key on your keyboard.
  • On a Mac computer, press and briefly hold the “⌘ Cmd” and “R” keys on your keyboard.
  • On most mobile web browsers, touch near the top of the screen and “pull down.”

Sometimes you may need to perform a “hard refresh,” which goes a step further and reloads cached information you may not be able to see on the front end. To do this on a Windows computer, press and briefly hold the Ctrl and F5 keys. On a Mac, press and briefly hold ⌘ Cmd, ⇧ Shift, and R.

If the connection test still doesn’t pass, scroll through the options below to the area that failed for some ways to fix the issue.

Browser

A web browser is the software application you use to connect to the internet.

If you are using a laptop, desktop computer, or an Android mobile device, we recommend using Google Chrome as your web browser for video visits. If you do not already have Google Chrome installed on your device, you may download it here. You may also use Firefox, Microsoft Edge, or Safari (recommended for iPhone and iPad).

 

Note: Internet Explorer is no longer a supported browser for Mend Video Visits.

If you are using one of the browsers listed above but still failed the first section of the test, you may be using an out of date version of your browser.

Camera

1. Did you press the “Start Camera Test” button? If you are seeing a spinning wheel in the top right corner and a black rectangle, you may need to scroll down to find and click the “Start Camera Test” button.

2. Does your device have a camera? If no, you will not be able to use this device to connect for a video visit. Please use another device. If you are a patient and do not have access to a device with a camera, please contact your healthcare provider directly for further instructions.

If you do have a camera, is it covered or blocked in any way? Try adjusting the camera and restarting the test.

3. Can you see yourself in the video feed? If you click “No,” the Connection Test page will display instructions to make sure your camera is enabled.

  • Were you prompted to “Allow” or “Block” your camera when you first started the test?

 

 

  • Try refreshing your browser- does the prompt come up again? Click “Allow.”
  • No prompt? At the top of the screen, where you see the web address in the address bar, click on the “lock” icon to open the security details window. Make sure “Camera” is set to “Allow.”

 

 

    • *Note: If you are using Safari on a Mac computer, iPhone or iPad and you are NOT prompted to allow your camera, please go to “Settings” in your device, search for “Safari,” and manually set the camera setting to “Allow.”
    • *Note: If you are using Google Chrome on a Mac computer with the Catalina Operating System, and you have never used the camera in your web browser before, there is an extra step needed. With the newest versions of Mac OS, you have to enable camera permissions in system settings for each app individually. To check this, go to the Settings app and select Security & Privacy. Click the “Camera” icon on the left, and make sure Google Chrome is included in the apps allowed to access your camera.

4. Is the correct camera selected? Most newer devices have a camera built in, but you might have an external webcam connected to your device as well. At the top of the screen where you see the web address in the address bar, click the “camera” icon on the far right to see which camera is being tested, and choose a new one if necessary.

 

how to select your camera

 

5. Is the camera in use by another program? Double check to make sure you have closed any other windows, tabs, or applications that might be using your camera. This includes other video chat applications such as FaceTime, Skype, Google Hangouts, Zoom, or Facebook Messenger.

6. Do you have an antivirus, firewall, or parental control software running on your computer? Some of these programs block your camera from activating on unknown websites. If you are on a company-owned internet connection or using a VPN from home, you may need to coordinate with your IT department to whitelist our domain. If you are using a personal device and private internet connection, you may need to investigate your antivirus, firewall, or parental control program settings.

Microphone

1. Does your device have a microphone? If no, you will not be able to use this device to connect for a video visit. Please use another device. If you are a patient and do not have access to a device with a microphone, please contact your healthcare provider directly for further instructions. 

2. If the Connection Test cannot pick up sound, it will display instructions to make sure your microphone is enabled.

  • Were you prompted to “Allow” or “Block” your microphone when you first started the test?

 

 

  • Try refreshing your browser- does the prompt come up again? Click “Allow.”
  • No prompt? At the top of the screen, where you see the web address in the address bar, click on the “lock” icon to open the security details window. Make sure “Microphone” is set to “Allow.”

 

 

*Note: If you are using Google Chrome on a Mac computer with the Catalina Operating System, and you have never used the microphone in your web browser before, there is an extra step needed. With the newest versions of Mac OS, you have to enable microphone permissions in system settings for each app individually. To check this, go to the Settings app and select Security & Privacy. Click the “Microphone” icon on the left, and make sure Google Chrome is included in the apps allowed to access your microphone.

3. Is the correct microphone selected? Most newer devices have a microphone built in, but you might have an external microphone connected to your computer, or you may be using a headset or earbuds with a microphone feature. At the top of the screen where you see the web address in the address bar, click the “camera” icon on the far right to see which microphone is being tested, and choose a new one if necessary.

 

4. Is the microphone in use by another program? Double check to make sure you have closed any other windows, tabs, or applications that might be using your microphone. This includes other video chat applications such as FaceTime, Skype, Google Hangouts, Zoom, or Facebook Messenger. If you’re on a mobile device, this would also include phone calls.

Audio

If you cannot hear the audio portion, there are a few different things you should investigate:

  • Using the same web browser, if you go to another website where you expect to hear sound, such as YouTube or Spotify, do you hear it?
  • How does sound normally play on your device? Do you use the built-in speakers, do you plug headphones or external speakers into your device, or do you listen wirelessly with a bluetooth device?
  • Is your device volume low or muted?
  • Is your web browser tab muted?

Depending on the type of device and operating system you are using, there are many different ways to find the source of the issue. If you’re not sure where to start, please click the “Need Help?” button at the top of the Connection Test page to start a live chat with our team.

To continue to troubleshoot on your own using a Windows computer, right-click the Sound icon in the System Tray and select “Troubleshoot sound problems.”

To continue to troubleshoot on your own using a Mac computer, open your System Preferences and click the Sound icon to view a variety of sound settings.

Connection

This portion of the test checks for Bandwidth and Packet Loss. These indicators help us determine whether your internet is strong enough to connect successfully to your video visit from start to finish. 

Whenever possible, we recommend using a wired connection or a strong WiFi signal, but cellular data can also work for a video visit when needed. 

If you are having difficulty passing the internet connection portion of the test, or if you are experiencing connection issues in a video visit, we recommend the following tips to help improve your connection: 

  • Please close any windows, tabs, or applications you have open that you are not using, especially those connected to the internet.  
    • Some common culprits include other video chat applications (FaceTime, Skype, Google Hangouts, Zoom, Facebook Messenger), streaming platforms (Netflix, Hulu, Spotify, Pandora), and cloud storage applications (Google Drive, iCloud, Dropbox). 
  • You may consider restarting your router or modem, or simply repositioning yourself closer to it. 

Tropical Storm Isaias is headed towards the Carolinas

Tropical Storm Isaias is headed towards the Carolinas. Please note that we plan to be open for appointments; however, be aware that power outages may be widespread which may impact telehealth and other appointments. We may not know until the last minute in all of our locations on Tuesday. Please be patient. We will waive missed appointment charges on Tuesday, August 4th in light of complications from the weather. If you and your provider are unable to connect, we will reach out to reschedule your appointment as soon as possible.