You will receive an error message that reads “We could not connect you to the video call, Failed to connect, or Your connection is bad, attempting to recover”. 

If the patient has a bad connection, try suggesting that the patient move locations and find a stronger WiFi connection to use for improved call quality. Also be sure that the patient has audio and video enabled on the device that they are using to join the call.  

We have a helpful article to help you troubleshoot here