Telehealth frequently asked questions

Some common telehealth-related questions, and their answers.

Jason Goncalves avatar
Written by Jason Goncalves
Updated over a week ago

For many, telehealth consultations are uncharted territory. We've compiled a list of common questions (and their answers) to help you get some peace of mind when getting started with Cliniko's telehealth feature. This guide will be updated as more questions arise.

What does it cost?

At the moment, nothing. If this changes, we'll certainly let you know!

Is it secure?

Yep. The video calls are "peer-to-peer encrypted". This means that the only parties who can access the call are you and your patient—on the devices you're using. The call can't be "intercepted" by any third parties.

How will my patient join the call?

When setting things up for telehealth, one of the things you'll do is add a telehealth "placeholder" link to your appointment confirmation emails and reminders. This will automatically send a link to your patient, and all they'll need to do is press it—that will bring them into the virtual room!

Can I use it on my phone?

Yes. Telehealth will work on computers, tablets, or mobile phones. 

Do I need fancy video equipment?

Nope! All you need is your device of choice, an up-to-date browser, and a working internet connection. Read more about equipment over here.

Do I need to be connected to the internet?

Yes, you do. However, in the event your wifi drops out, you can use mobile data (4G or 3G) to connect. You can either use your phone to have the video call, or use it to "tether" your mobile data to your computer (basically, this means your phone is a tiny, temporary source of internet).

What happens if a call drops out?

If you're chatting to a patient and the call drops out, you (and they) will be able to reconnect by pressing a "Reconnect" button on the screen.

Here's what you, as the practitioner, will see:

And here's what your patient will see:

My video or or audio stopped working

😱 Sometimes, it happens! Thankfully almost all issues around this get resolved by hitting the video and/or microphone button to first disconnect and then reconnect the peripheral! Give that shot if you seem to be having that issue! 

Can I do a video call with a group of people?

Yep! At the moment, you can do a video call with 4 people total (including yourself). Learn more about that here.

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