Telehealth Appointment Policies

This article reviews best practices regarding appointment policies and how to troubleshoot technical difficulties. It will inform you of when you should contact late clients and how to call a client if you or the client are experiencing technical difficulties.

When To Contact Late Clients

If your client has not joined your Telehealth session after 2 minutes, send them an email.

  • For portal users: Copy the link from your calendar and send it to the client via email.Screenshot 2023-08-16 at 11.58.37 AM.png
  • For EHR users: From within the Scheduler, click the appointment for the client, highlight, and copy the link from the comments section, and send it to the client via email.

Screenshot 2023-09-22 at 2.17.49 PM.png

If they are 5 minutes late, please give them a call.

If you don’t hear from your client after 15 minutes, you can end the session and mark them as a no-show.

Technical Difficulties

If you or your client are experiencing technical difficulties preventing the session from starting, please give the client a call. Then, you can go ahead and continue the session by phone. Refer to your initial email from Support if you need to track down the client’s phone number.

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