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 (as of March 27th, 2020), telehealth is free. Moving forward, there will be an additional cost for it, similar to how you pay extra for SMS credits. We don't know what this cost is going to be just yet, though. We'll definitely keep you all in the loop!

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?

During the beta stage of development, this feature will not be available, but we are working hard to get these capabilities built. We'll be sure to announce this change when it comes! 

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