--- title: Telemedicine Frequently Asked Questions slug: portal-sub/telemedicine-frequently-asked-questions docTags: createdAt: 2026-03-04T12:03:19.935Z --- # 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% |