For Patients · University Urology, PC

Telehealth Video Visits

University Urology telehealth visits are conducted through Klara. No app required — just click your secure link, verify your identity, and allow camera and microphone access.

Need to reach us? Text us first: (865) 459-8448  ·  Call if you can’t text: (865) 305-9254

Joining Your Visit

How to Join Your Telehealth Visit

The process takes less than a minute. You do not need to download or install anything.

1

Wait for Your Secure Link

At your scheduled appointment time, you will receive a text message with a secure video visit link from Klara. Make sure your phone has service and can receive texts. If you don’t see the text, check that it didn’t get filtered as spam.

2

Click the Link & Verify Your Identity

Tap or click the link in your text message. Klara will prompt you to verify your identity before joining — follow the on-screen steps. This is a security measure to protect your privacy.

3

Allow Camera & Microphone Access

When your browser or device asks for permission, select Allow for both your camera and microphone. If you accidentally block access, you will need to update your browser or device privacy settings and rejoin the visit.

4

Join a Few Minutes Early

Connect a few minutes before your scheduled time to confirm your camera, microphone, and internet connection are working. Your provider will join when they are ready.

Join from a Computer → Klara Support Center

Preparing for Your Visit

Before Your Appointment

Set Yourself Up for Success

  • Choose a quiet, private, well-lit location
  • Use a strong Wi-Fi connection when possible
  • Make sure your device has a working camera and microphone
  • Have your medication list and any relevant records nearby
  • Test your camera and microphone before the visit if you can

What Klara Allows During Your Visit

  • A family member or caregiver can be added to the call when appropriate — let us know in advance
  • We can share our screen to review imaging, lab results, or patient education
  • We can securely share files, instructions, and after-visit summaries
  • Prescription requests can be handled during the visit

Please note: Providers may occasionally run a few minutes behind due to patient care needs. We appreciate your patience — your provider will join your visit as soon as possible. If you are waiting more than 10 minutes past your scheduled time, text us at (865) 459-8448.

Technical Issues

Troubleshooting

If you have trouble connecting, the Klara support center covers the most common issues with step-by-step instructions.

Can’t log in to your account

View Klara guide →

Camera or microphone not working

Troubleshoot video visit →

Device & browser requirements

View requirements →

Frequently Asked Questions

Common Questions

I didn’t receive the video visit link. What should I do?
The link is sent by text at your appointment time. If you don’t see it, make sure your phone has service and check that the message wasn’t filtered. Text us back at (865) 459-8448 and we’ll resend. You can also join directly from a computer at patient.klara.com.
Do I need to download an app?
No. Klara does not require any app or software download. Just click your secure link, verify your identity, and allow camera and microphone access in your browser. It works on phones, tablets, and computers.
My camera or microphone isn’t working.
When prompted, make sure you selected Allow for both camera and microphone. If you accidentally blocked access, go to your browser or device privacy settings, re-enable permissions for the site, and then rejoin the visit. For step-by-step help, see Klara’s video visit troubleshooting guide.
Can a family member join the visit with me?
Yes — Klara allows us to add a family member or caregiver to the call when appropriate. Please let our team know ahead of time by texting us, or mention it at the start of the visit setup.
What if I don’t have a text-capable phone?
Please call us at (865) 305-9254 and let us know you cannot receive texts. We will arrange an alternative way to send you your visit link or connect you to your provider.
What if my issue is urgent?
For urgent or emergent concerns, please call the office during business hours at (865) 305-9254. After hours, if you are experiencing a medical emergency, call 911 or go to your nearest emergency department.

Still having trouble joining your visit?

Text or call us and we’ll help you connect.

Text (865) 459-8448 Call (865) 305-9254