Getting Started with Telehealth

Intro #

This guide includes basic tips and instructions on how to join a video appointment, as well as some FAQs to make your first video call a success.

To prepare, please review the following information before your first video appointment. If you still have questions after reviewing the information below, feel free to reach out to your clinician!

What is Telehealth? #

Through audio and video over the internet, you can meet with your clinician on-the-go from your desktop, laptop, tablet, or mobile device (iOS or Android).

Telehealth allows us to connect anywhere with secure and convenient appointments that save you time and hassle.

What equipment do I need? #

To participate in Telehealth appointments from your home, you will need one of the following devices:

Desktop computer with a webcam, speakers, a 2.5 GHz processor, and 4 GB of RAM

Laptop computer with built-in webcam and speakers, a 2.5 GHz processor, and 4 GB of RAM 

Tablet device with built-in webcam and speakers

iPad with built-in webcam and speakers

Smartphone with at least iOS 13 or Android 10
(Note: To use a smartphone, you must first download Telehealth by SimplePractice, available for iOS or Android in the app store.)

You will also need an internet connection that is at least 0.35 mbps. For optimal results, a reliable, high-speed internet connection with a bandwidth of at least 10-15 mbps will minimize connection issues and provide the best quality.

The day of the call #

Using a desktop or laptop computer #

If you plan to use a desktop or laptop, there’s nothing to download prior to your appointment. Here are the steps to join:

• About 10 minutes before your appointment, you’ll receive an email or text appointment reminder with the link to join your call. If you’re set up to receive text reminders, the exact time you receive your text reminder may vary based on your cell phone carrier.

Note: If you have already consented to receiving text and/or email reminders, you’ll continue to receive them for Telehealth appointments as well. If you’re a new client, make sure that you’ve provided your email and or mobile phone number so that your clinician can enable email or text appointment reminders for you.

• Click the unique link embedded in the email or text reminder. You may have to copy and paste the link into your web browser if clicking the link doesn’t work. Your video call screen will now open in a new tab.
• If I’ve already joined the call, you‘ll see your clinician’s face on the screen. If your clinician hasn’t, you’ll see yourself.
• You’ll also see the Welcome prompt.
• When you’re ready, type your name where it says Enter your name to join, and click Join Video Call. This will take you straight into the video call.

Tip: For information about enabling camera and microphone access, please see: How to enable camera and microphone access for Telehealth.

Using a smartphone or tablet #

If you plan to use a mobile device, here are the steps to join:

• Download Telehealth by SimplePractice (for iOS or Android) in the app store. About 15 minutes before your appointment, you’ll receive an email or text appointment reminder. 
• Open the reminder email on your device and click the unique link. This will open the Telehealth by SimplePractice app.
  • If you don’t have the app downloaded, you’ll be prompted to download it on your tablet or mobile device.
• If your clinician has already joined the call, you’ll see their face on the screen. If your clinician hasn’t, you’ll see yourself.
• When you are ready, click Join Video Call. This will take you straight into the video call.
  

Note: There may be a slight delay for your clinician to join the appointment if your clinician is finishing with a previous appointment. Please be patient and your clinician will join momentarily.

Tips for Success #

• We recommend joining the video appointment a few minutes early to test your settings.
• If you can connect to the Internet, but are having trouble joining the video appointment, we recommend testing your internet connection. 
• To use a smartphone to join a video chat, you must first download the Telehealth by SimplePractice app – available in the app store for iOS or Android.
• If you need to cancel or have questions about the appointment, please contact your clinician.
• You can choose the layout option that works best for you. These options are:
  • Switching between Speaker and Grid View
    • The Speaker View gives you a full focus view of the active speaker, and the Grid View gives you an equal view of all participants side-by-side. Click Grid/Speaker View to switch views.
      
      
  • Identifying the active speaker
    • You can easily identify which participant is currently speaking by which window is highlighted in yellow in Grid View, or which participant is pinned in Speaker View.
  • Pinning a participant
    • You can pin any participant, regardless of who’s currently speaking.
    • To pin a participant, hover over their video stream and click Pin Video.
    • To unpin a participant, click the blue Unpin video icon.
      
      
  • Hiding your self view
    • You can hide your self view by clicking Hide self view in the upper right. Other participants can still see you if you hide your self view.
    • To show your self view again, click Show self view.
      
      
  • Hide participants in the side panel
    • You can hide other participants to focus on the active speaker by clicking Hide/Show participants in the upper right.
      
      

What if my microphone and webcam aren’t working? #

When you click on your Telehealth appointment link, make sure to click Allow to enable your webcam and microphone to work with Telehealth. If you don’t see this option, click Reload the page.

FAQs #

What should I do if I didn’t get the reminder with the link? #

Contact your clinician if you did not get the link so they can send it to you via email or secure messaging. 

What is SimplePractice? #

SimplePractice, LLC is my practice management software for scheduling, case management, and Telehealth, and therapy notes. SimplePractice, LLC, uses a HIPAA compliant software so your information will be securely kept.

What can I do to do improve the quality of the connection? #

If you live in an area with slow internet, this can really affect the speed of your connection. Here are some basic steps that can improve the overall quality:

• Use wired Ethernet instead of wifi whenever possible. Wifi will work, but you may experience a lag and interference, which can make your video and audio choppy. If you experience a lag or interference while using Wifi, we recommend moving closer to your router. However, wired internet will give you a much smoother, more consistent experience.
• Test your internet connection speed. 
• Close other programs. If you have several programs running in the background, closing them will almost certainly improve the quality.  Also, make sure you’re not downloading any large files.
• Turn off your video stream. When your video is turned on, there’s more strain on your internet connection which may impact the audio quality during a Telehealth session. If your audio becomes choppy, your connection may not be strong enough to support a live video stream. Turning off your camera may help to improve the audio quality of the call. 

If you are unable to connect, please contact your clinician as soon as possible to see if your clinician can help you troubleshoot.

How should I prepare my space for a Telehealth appointment? #

• Identify a suitable room that is quiet, private, and free of distractions.
• To keep background noise to a minimum, make sure to close any doors, shut windows, turn off the television, and keep loud pets in another room if possible. Consider hanging a “Do Not Disturb” sign on the door to avoid interruptions. 

Is Telehealth private? #

Just like a face-to-face appointment, your Telehealth visit will be private and confidential.

Will the appointments be recorded? #

None of our appointments will ever be recorded or stored.