Telemedicine Frequently Asked Questions

telemedicine faqs what is mandatory and what is optional as part of implementing telemedicine? mandatory the licensed telemedicine module, which includes all telemedicine capabilities in profile email service to send telemedicine appointment links optional sms service to send telemedicine appointment links this service also supports other use cases such as automated appointment reminders, two way communication, and auto response handling for appointments it requires a separate statement of work service fees apply is there a cost to this service? yes telemedicine is licensed by the number of active users of the telemedicine service fees are based on a per telemedicine license fee, plus a streaming fee please see the statement of work for more details which users need to have telemedicine licenses? how many do i need to buy? the providers who deliver services need telemedicine licenses in your clinic, not the booking staff also, if your clinic has many part time providers, talk to your ih sales contact for options and special prices can a clinic share a telemedicine license? yes providers can be assigned and re assigned to the allowable number of telemedicine licenses by checking the allow telemedicine appointments checkbox in the user’s profile please note that if a provider has pending telemedicine appointments, the checkbox will not be able to be unchecked what are the profile emr hardware requirements to support integrated telemedicine? rich client is required rich client requires a local client install and this requires the windows operating system customers using mac computers will require parallels or bootcamp to run the windows operating system citrix is not supported will telemedicine and profile rich client work from home (or anywhere outside the office)? yes as part of our telemedicine implementation, we will implement your clinic to support rich client from outside the office (via https connectivity) and implement new security features, including two factor authentication and a complex password requirement what if i have already integrated my own email into profile? the telemedicine service will use your integrated email if it is already configured in profile if you have not integrated your own email, we will include email as part of the implementation why can’t we see all or some of the icons and views even though we have a telemedicine implementation with a license? some clinic side configuration is required, such as granting role actions, selecting the telemedicine options in filter, etc please refer to the user manual – telemedicine document for details how do i resend the telemedicine appointment link when the patient has lost theirs? you can select the appointment in the work centre/appointments view, click the dropdown arrow in the copy telemedicine link toolbar icon and select copy patient link or you can open the patient’s telemedicine appointment and go to the second mode field and select copy patient link from the dropdown list you can then manually send the link to the patient, via their preferred communication method why aren’t our patients getting the telemedicine appointment link emails? patients should check their junk folders for emailed telemedicine appointment links as they may have been considered suspicious why don’t i see the telemedicine toolbar icons in the new encounter view? the telemedicine toolbar icons are only visible in the new encounter view if the patient has a telemedicine appointment is there telemedicine integration with accession and aero patient? yes the following are supported through both the accession patient portal and the aero patient app search for a telemedicine (video) appointment confirm or cancel a telemedicine (video) appointment open a telemedicine (video) appointment, which launches the separate web browser is there telemedicine integration with accession provider? yes providers can see and launch their telemedicine appointments from the today view are telemedicine meeting appointments supported? not currently telemedicine meeting appointments may only have 1 provider and 1 patient we have enabled sms, but we only want to send the telemedicine appointment links via email is this possible? the telemedicine appointment links are sent based on the communication preferences set in alter patient if communicate by cell txt message (sms) checkbox is checked, it will be used for general communications, appointment reminders and telemedicine appointment links can documents be sent by the provider to the patient and by the patient to the provider? yes sending and receiving documents through the telemedicine portal is bi directional what browsers are supported? the latest versions of the following browsers are supported chrome edge firefox safari internet explorer (version 11 tested) is not supported we do not recommend microsoft edge is any sensitive information, like phn, sent in the email or sms appointment link urls? no sensitive information is sent in the url the url contains meeting guid, patient guid and one part of the key, all hashed are there minimum requirements and recommendations for the video stream? yes here are the recommendations from the provider we recommend a minimum dedicated 350kb/s down per downloaded stream, as well as 350kb/s up per uploaded stream to maintain a stable video connection for various resolutions and quality combinations, the bandwidth requirements are outlined below excellent none or imperceptible impairments in media acceptable some impairments in media, leading to some momentary disruptions audio + video streams quality video resolution @ fps video kbps packet loss excellent 1280x720 @ 30 > 1000 < 0 5% excellent 640x480 @ 30 > 600 < 0 5% excellent 352x288 @ 30 > 300 < 0 5% excellent 320x240 @ 30 >300 < 0 5% acceptable 1280x720 @ 30 > 350 < 3% acceptable 640x480 @ 30 > 250 < 3% acceptable 352x288 @ 30 > 150 < 3% acceptable 320x240 @ 30 > 150 < 3%