Telemedicine User Manual

telemedicine user manual this user manual will provide an overview of the telemedicine licensed module for profile, including configuration, options and use there are also some helpful videos located in the videos folder click here https //help intrahealth com/en/support/solutions/folders/6000242837 to access the videos related to telemedicine requirements profile’s telemedicine capabilities are available via a licensed module and must be initially implemented and configured by intrahealth for more information, including fees, contact sales\@intrahealth com mailto\ sales\@intrahealth com to request the telemedicine statement of work (sow) as part of implementing telemedicine, intrahealth will have configured and implemented the following components note some components implemented as part of telemedicine may be independently used outside of the telemedicine use case presented in this document use may result in an increase of fees please refer to your telemedicine sow for details of costs profile rich client app the telehealth capabilities are only available via profile rich client access citrix is not supported contact intrahealth support for help with setting up rich client app where required licensed users the telemedicine platform is licensed by the number of virtual provider users please refer to your signed sow to confirm how many users have access to use telemedicine the number of licensed users has been set up by intrahealth as part of the implementation process and cannot be changed by the users the association between which users have access (to the maximum of the total number of licensed users) is configurable by the clinic email links to telemedicine appointments are sent via email (and/or sms) if you have integrated your own email into profile, you may continue to use it if you have not integrated email into profile, as part of telemedicine, you have been licensed and implemented for outbound email note when implemented with our email solution, emails can be sent via third party software, sendgrid sendgrid emails may be delivered to junk folders ensure patients check their junk mail for telemedicine appointments sent through profile hot tip the email implementation supports additional use cases, such as general client communications sms (optional) as part of telemedicine, you have the option to implement the integrated profile sms functionality for sending telemedicine appointment links a separate sms services request is required to implement sms the sms topic sheet and elearning videos are available on the self services center hot tip the sms implementation supports additional use cases, such as automated appointment reminders with response handling, and ad hoc patient communications telemedicine video steam the telemedicine video stream service is limited for use with this virtual care service links and patient communication relating to the video stream service are sent via email and/or sms esignature the esignature licensed module is included in the telemedicine and internet faxing offerings however, if you do not use the telemedicine or internet faxing licensed modules, you will need to get the esignature licensed module separately, which entails a monthly fee please refer to the esignature topic sheet for information on how to configure and use this functionality configuration telemedicine preferences are only available when the telemedicine module is licensed granting of telemedicine role action (required for profile 8 4 only) go to organization/roles search for telemedicine and grant the organization\preferences\telemedicine role action setting of telemedicine preferences in profile 8 4, go to organization/preferences/telemedicine in profile 8 5 and above, go to organization/preferences/setup/emessages double click intrahealth virtualcare services in the installed services table this opens the intrahealth virtualcare services properties window in the general tab, in the general tab, press and set the following preferences, as necessary choose a logo image by pressing and selecting from your images the logo height and logo background colour can also be entered or adjusted in their respective fields check the starts with provider video feed off checkbox to ensure the provider camera is not activated at the appointment start select how the wait time should be calculated in the waiting time calculation dropdown field macro – customizable wait time calculation by macro service fees apply relative to previous patients – this is predictive for how long the patient must wait based on an average of patients (across all providers) waiting for a booked appointment and the patient’s arrival time relative to ‘now’ relative to previous patients (by provider) this is predictive for how long the patient must wait based on wait time for the last patient for the specific provider and the patient’s arrival time relative to ‘now’ the appointment details macro dropdown field allows the selection of a customizable macro which inserts a customizable string of text into the appointment information that is displayed to the patient service fees apply enter a customized consent text in the free text field, if needed the consent required checkbox is checked by default and disabled enter the number of minutes for which a patient may start waiting in the virtual waiting room prior to the appointment start time press the apply button in the link formatting tab, you can modify the email and sms link messages sent to the patient you can enter the text in the subject field and body field fields in the email formatting panel and the t ext preceding link field in the sms formatting panel click the apply button to save the information and then click the ok button to close the window assignment of telemedicine licenses telemedicine licenses are sold independently of profile emr licenses please refer to your telemedicine sow for your number of enabled licenses the use of the telemedicine licenses may be transferred between provider within a profile instance, i e , a single database solution go to organization/people & places double click to open the desired provider’s profile in the provider window, select the internet view in the segment bar menu check the allow telemedicine appointments checkbox note the allow telemedicine appointments checkbox cannot be unchecked for a provider if they have pending telemedicine appointments the license can only be assigned to another provider once these appointments have been cancelled or moved to another provider setting of telemedicine appointment and available rules to differentiate between in person and telemedicine appointments, a new appointment mode has been added to the appointment rule and available rule windows go to maintain/appointments/rules click on the mode drop down list and select telemedicine note the default mode is in person , but it can be toggled between in person, phone, and telemedicine when booking the appointment note we recommend a new telemedicine appointment type be created this will support offering telemedicine appointments for booking through accession as well as help with tracking telemedicine appointments in quick search for booked or available slots appointment workflow booking an appointment the basic workflow for booking an appointment is the same, but telemedicine preferences allow patient communications to be accessed directly from the book appointment window the book appointment window displays the mode field when the telemedicine option is selected, an adjacent dropdown field appears, called send link when no option is selected, it defaults to the send link to patient option once is pressed, the appointment link is sent to the patient based on the enabled preferences if the patient is missing any required information and/or the appropriate preferences to send the telemedicine appointment link, the required information window will appear, so you can enter the missing information or set the preference the other options in the send link dropdown field are as follows copy patient link allows you to copy the patient appointment link so it can be pasted and sent to the patient manually, using email or sms messaging copy provider link allows you to copy the provider appointment link so it can be pasted and sent to the provider manually check patient readiness opens a new window and displays the patient’s communication preferences as set in alter patient a yellow circle in the email and sms columns means that the patient's general details include a mobile phone number, an email address or both the pref column will display the letters esa , or a combination of them to denote the patient preferences e = the patient’s alter patient contains an email address and the e mail checkbox is checked in the communicate by area s = the patient’s alter patient contains a mobile number and the cell txt message checkbox is checked in the communicate by area a = the patient is enabled for accession / aero patient the ok column displays the method(s) by which the appointment link was sent a red x will appear if the system is unable to send to the patient the patient name can be double clicked to view or change required patient preferences if the patient is missing the cell phone/page number or email address or the communicate by information, it can be entered or selected in the appropriate fields or checkboxes note the telemedicine mode does not currently support meeting appointments with multiple patients however, the meeting checkbox is not disabled, as this will be available in a future release move a telemedicine appointment to a new date and time to move a telemedicine appointment to a new date or time, simply drag the appointment needing to be changed and drop it into the desired date or time slot alternatively, the appointment needing to change can be opened, and the date and time can be manually altered by clicking in the start time drop down list so the calendar appears select the appropriate date once the date has been chosen, place the curser in both the start time and end time boxes associated with the time and change the time accordingly addition of telemedicine toolbar icons in the work centre/appointments view filter, in the toolbar panel, there is a new telemedicine toolbar option available when this telemedicine checkbox is checked, 4 toolbar icons are added to the appointments view these icons are enabled when a telemedicine appointment is in context send telemedicine link copy telemedicine link where the dropdown arrow allows you to choose between copying the patient link or the provider link send telemedicine message which allows a message to be sent to a patient in the virtual waiting room this message field allows one message to display at a time to the patient if another message is written to the patient, the previous message will be replaced this is one way communication; the patient cannot respond open telemedicine provider link in browser opens a separate browser window and starts the telemedicine appointment add the telemedicine buttons to the appointments toolbar the telemedicine icons can be added by right clicking in the toolbar and selecting customize the customize window will appear click the box for telemedicine and each of the icons will appear in the commands panel select close and the icons will appear on the appointments toolbar appointment information a video icon displays in the appointment slot to denote a telemedicine appointment when the appointment is in context, the video icon also appears in the custom appointment information panel at the bottom of the appointments view you can click to easily and quickly copy the patient or provider appointment link to the clipboard in the waiting area and alter patient/bookings , a new telemedicine column is available, denoted by a white video icon in alter patient/bookings click on the edit button in the filter and select telemedicine note in order to see the telemedicine column in alter patient/bookings , you must check the telemedicine checkbox in the column table in the filter window activities, including each successful message delivery, are logged in edit appointment/audit tab note in order to see appointment activities in the audit tab, you must check the use appointment activities checkbox in organization/preferences/appointment/main tab in the quick search panel, the search criteria now include the appointment mode , the options of which can be set in the quick search filters window , and the telemedicine column is visible click on the show/hide quick search panel button to open the quick search panel from here, enter in any necessary details and select telemedicine from the mode drop down list and select search the appointments list view in the control centre has several telemedicine features telemedicine column when the appointment mode is set to (ignore) or telemedicine in the filter send email notification for checked appointments send message notification for checked appointments (sms) send telemedicine links to the checked patients new patient appointment link print variables have been created for use with sms and/or email appointment reminder functionality appointment patienttelemedicinelink appointment patienttelemedicinelinkformatted – adds the text video link prior to inserting the appointment link this variant adds 10 characters to the sms message but formats the sms message more neatly these check for the context of the appointment mode if the mode of the appointment is telemedicine , the print variable will include the telemedicine appointment link appointment examples here are examples of the email and sms that a patient receives when the telemedicine appointment link is sent email sms telemedicine visit patient consent when a patient clicks on their telemedicine appointment link, they are first sent to a consent page the patient must agree in order to proceed to the virtual waiting room alternatively, they can cancel the appointment their preferred name is displayed in the show me as field, but they can overwrite it to be displayed for the appointment note another reason for the proceed to waititng room button to be disabled is that the patient is too early for the appointment, based on the telemedicine preference of how long the patient can wait before the appointment start time virtual waiting room once the patient goes to the waiting room page, they will remain there until admitted by the provider the following information can be seen current time wait time (from scheduled appointment time) expected wait time remaining message from the staff (from the send telemedicine message toolbar icon in work centre/appointments ) the browser may prompt the patient to let the website use their webcam and microphone the patient must select yes to proceed once they do so, the camera and microphone will be enabled, and the camera view will display with a test your setup button underneath the test your setup button will allow testing of the camera and microphone used by the device in profile, the patient is automatically arrived and displays in the waiting area consultation the provider uses the standard workflow to open a new encounter view consultation notes and clinical actions are completed in the usual manner when the telemedicine visit starts, i e , when both the patient and provider are connected, the location area shows the patient as being seen denoted by video to open the telemedicine visit window, click , the open telemedicine provider link in browser icon this, along with the other telemedicine icons, are available in the new encounter view alternatively, you can click the dropdown arrow in to copy the provider link and manually paste it into a browser or, you can click on the open telemedicine provider link in browser icon in the appointments widow the bigger video display shows the patient and the inset displays shows the provider toggles the microphone on and off toggles the camera on and off closes the telemedicine consultation (hangs up) to send the message when the patient receives the message and doesn’t have the chat window open, they will see a new message notification on the chat bubble icon displays the video and microphone device information allows you to send documents to the patient, via a field you will have to print your documents to pdf in order to attach them 20 mb is the maximum amount to send at a time once a document has been attached, click the send button that appears to send the documents to the patient the patient has the same ability to send a document to you if a patient is using their phone, they can take and send a picture through the portal, as well a notification of a received document appears above the paperclip icon once the appointment has been completed, click an appointment finished window displays note the patient will receive the same appointment finished window, with the extra item, consultation quality, which they can rate see above the experience using a smartphone for the telemedicine consultation is the same the screen is rendered for a smartphone billing codes british columbia we have a standard msp macro which sets the default service code for invoices and claims, see default fee codes docid\ n15fegdaal9gmxrqf09xh when the claim is linked to an appointment with mode = telemedicine, the macro will set the appropriate fee codes, either the age based msp telemedicine fee codes (13237 – 13837) for fee for service claims, or the lfp virtual interaction fee codes for providers or locums using the longitudinal family physician payment model docid\ obuuedtcahjllbrdcae44 new brunswick users should use the appropriate telehealth billing codes for their claims australia and new zealand users should use the appropriate telehealth claiming code for their claims accession and aero patient support telemedicine appointments and workflow are supported through the accession patient web portal and the aero patient smartphone app accession patient patients enabled with accession patient can launch their telemedicine video portal from the appointments view aero patient patients enabled with aero patient can launch their telemedicine video portal from the appointments view