Sunday, July 5, 2020

Published 11:51 AM by with 0 comment

The TeleHealth FAQ for patients

Telehealth is an easy and convenient way to access a doctor when one needs to. However, as with any technology, there are likely to be a few issues you'll end up facing every once in a while, especially as you are starting off with it.

We’ve put together this list of commonly asked questions answered by our in-house experts so you can be more assured as you start your next telehealth session. This post will obviously be updated regularly so it stays current. 

If you encounter issues and don’t know what to do, send us your question via the comments section below, or Contact TrueTeleHealth.


To make it possible for you to have a successful virtual visit every time, we at TrueTeleHealth put together a TeleHealth Prep list which you can access at the following link. http://blog.truetelehealth.com/2020/07/the-telehealth-preplist-for-patients.html


Q. I unable to login to the software? What do I do?

TrueTeleHealth Expert: Try to enter the username and password again. Check if CapsLock is on/ If its On, put it off. If this does not work, try to reset the password. If that is not working, it could be because your internet connection has gone off, or the TeleHealth provider is facing issues at their server end. Finally, if nothing works, call the support number of your TeleHealth provider.


Q. Why isn’t my video loading?

TrueTeleHealth Expert:  First, check if you have your webcam all set up.  If you’re using a mobile phone, iPad, or laptop,  you typically will be using the integrated camera. And if you’re on a desktop computer, you may be using a separate webcam.

Now, go to your device’s control panel or settings menu and look for your webcam under devices. Test it out to see if it’s working.

If this works, check your internet connection. Having a solid internet connection is critical to being able to carry out a tele-consult.


Q. Why is the video quality bad?

TrueTeleHealth Expert:  Check your internet connection.  Poor video quality is typically caused by a poor internet connection.

To test your internet connection speed, visit https://fast.com. A minimum speed of 8Mbps (preferably 10Mbps+) is needed for a good Virtual consult.


Q. Why can't I hear the doctor?

TrueTeleHealth Expert:  Check if your speaker's volume is turned up.  To test it out, play a song from your device, or if you don't have one available on the device, play one on YouTube or Spotify.


Q. Why can’t the doctor hear me?

TrueTeleHealth Expert: Check if your microphone is working. If you’re using a mobile phone, iPad, or laptop,  you typically will be using the integrated mic. And if you’re on a desktop computer, you may be using an external microphone.

Go to your device panel or settings and make sure your microphone is set-up. There will be a test audio settings option in your TeleHealth Software to test it out. In case you are not using a TeleHealth software but a video conferencing tool like Zoom or Skype, they also have a test audio settings option within their settings.


Q. Can I just use Facetime or Skype to have a video consult with my doctor?

TrueTeleHealth Expert: You can, but it is not advised unless its an emergency.  Some doctors do offer virtual visits through apps like Facetime, Skype, and Zoom,  but that these apps are not HIPAA-compliant and neither are they well suited for consults by doctors. Doctors have to also separately manage the documentation for the consult, their investigation notes, ePrescribe, etc. So it's recommended that a TeleHealth software is used for this purpose.


These are the common questions we encounter from patients. If you encounter issues not listed here, and don’t know what to do, send us your question via the comments section below, or Contact TrueTeleHealth.


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