Hello, I'm Jessica and welcome to the lecture. During this lecture, we will discuss troubleshooting a telemedicine visit. To begin, we will watch two videos that are specific to instructions for patients, in order to prepare for scheduled video visits. We'll review methods to troubleshoot video visits, and we'll also review possible solutions, when your video visit fails. Patients have the option to access video visits that are scheduled from personal hand-held devices. During this clip, we'll view instructions for patients that should be reviewed prior to a scheduled appointment in order to ensure all necessary information is collected, all apps are downloaded, prior to that scheduled appointment. We recommend completing echeck-in at least one day before your appointment to allow you enough time to review and update your information. Tap "Appointments", tap "Echeck-in", it allows you to review personal information and insurance. Sign required documents in review and update your medication, allergy and health issue lists. Throughout "Echeck-in", edit information as needed. Mark "this information is correct" and click "Next". Tap to sign documents. You may need to re-enter your "my chart" password. Once you have completed all sections, click "Submit." Start video visit. Before your scheduled visit, log in to "my chart", chart appointments, tap your "video visit". Thirty minutes before your scheduled visit, a button will be available, "Start video visit". Tap Start video visit, the video page will open, allow access to your camera and microphone. Your provider will join you. Along the bottom of the screen, there are buttons to allow you to mute your microphone or a video. Change the camera view between self-view and outward-facing view as needed. At the end of your visit, click the "red X". What happens when a patient attempts to connect to a video visit from their mobile device? What if something goes wrong? What steps are taken here? We'd want to work with the patient to ensure that any necessary apps were downloaded prior to their scheduled appointment day. This will ensure that time is not spent during or close to, the scheduled appointment in downloading any apps that are required to access their video visits. We'd also want to confirm the location of the patient. Ensuring that the patient isn't traveling on the road, and that they're in a location with secure, strong internet is important. That would be necessary for making a true good connection during a video visit with their provider. If needed, we would always want to ensure that we offer a backup solution. If the patient was having trouble connecting to the internet, or their internet wasn't strong and the video was cutting in and out, we would want to offer a solution such as moving from a video visit to a telephone visit. This way, the patient still has the opportunity to speak with the provider and possibly scheduling a video visit if needed at a later date. Patients also have the option to access video visits from personal computers. We'll view a short clip that provides patient instructions when preparing for video visits from a personal computer. Walk through the activities on the test page. Test your camera, your microphone, "Hello," and your audio. If you do not see yourself in the camera test or hear audio with the microphone and audio test, or if you receive an error notification, you may need to allow access on the camera and microphone. In your address bar, click to allow camera, microphone and audio access. Also check the speaker and headphone settings on your device. Click to reload or refresh on the address bar and test again. Step three, start visit. Before your scheduled appointment, log in to "my chart", your video visit will be listed 30 minutes before your scheduled video appointment, a button will be available, "Start visit". The video page will open. Your provider will join you shortly. If you have any additional questions or need more assistance, please reach out to your provider's office. How do we troubleshoot video visits, when a patient is accessing from a personal computer? Again, we would want to ensure that the patient had downloaded any required apps to their personal computer prior to the date of service. This ensures that the patient is prepared, and that time is not taken away from their scheduled appointment time or close to, by having all applications downloaded in advance. There could be other considerations and reasons for technical issues, such as their personal computer software is not up-to-date, or their home connection internet isn't strong enough. From here, we would want to ensure that we had a backup solution available to those patients as well. Most likely, you would want to offer the option of moving from a video visit to a telephone visit. This will ensure that the patient still has the opportunity to speak with their provider, they had a scheduled appointment with. To recap, we viewed two videos, both specific to patient instructions when scheduling video visits, whether that be from your hand-held device or a personal computer. We also discussed some alternate appointment options and troubleshooting options.
