In case you run into technical issues while accessing Telehealth Appointment or during the Telehealth session, here are some guides to help resolve common challenges:
If you encounter technical issues during a Telehealth appointment, check your internet connection and ensure your browser or app is up to date.
In case of frequent disruptions during a session, consider rescheduling the appointment or offering alternative communication options.
In case of platform glitches and freezing, refresh the page or restart the application. Close unnecessary programs or tabs running in the background. Consider using a different browser or device.
Make sure to allow mic and camera access when prompted to avoid technical issues. When issues arise despite allowing mic and camera access, check your system preferences and make sure those are selected. Ensure your microphone and camera are correctly connected and enabled. Check the audio and video settings on the platform to verify the selected devices.
In case of issues with patient access and or confirmation problems, verify that the patient has received the appointment link or invitation. Offer assistance in case they experience difficulties joining the session.
How to Allow Microphone and Camera Access in Chrome
When you join a video call through Chrome, you should get a default pop up asking you to enable camera and mic permissions. You can select one of the 'allow' options to proceed.
In case you did not receive the pop up but your microphone and camera are not working, you can click the following settings button on the left of the address bar (both on your computer or phone):
After that, go to Site Settings, find Camera and Microphone, and select Allow from the drop-down menu:
Once done, reload the Telehealth call page.
The Patient did not Receive a Reminder Notification
Please make sure the patient has the correct email address entered in their chart and that they have checked the Spam folder.
Navigate to Admin > Schedule > Appointment settings.
You can click the information icon next to the Telehealth Visit. The Edit Clinician Wide Appointment window will appear. Here, you can make changes to the Delivery method and frequency of the reminder alert.
NOTE: when a Telehealth appointment is booked, the system will automatically send the immediate invite email to the patient regardless of Delivery Method and Time Interval settings. Telehealth appointment cannot be accessed without the unique link generated for it, so the system will always send the link to the patient as soon as the appointment is booked.
Resending a Telehealth Invite
You can resend a telehealth invite by clicking the three vertical dots next to the Edit button, then click Resend Telehealth Invite and the patient will receive the notification via email.
