ARCHIVED Tridiuum ONE Telehealth Frequently Asked Questions
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- 1.1 What if I get disconnected?
- 1.2 What if my patient gets disconnected?
- 1.3 Will my video session automatically end after a certain period of time?
- 1.4 When can I launch the video session?
- 1.5 Can I have more than one patient on the video session?
- 1.6 Can I use T1 Connect to launch a video session?
- 1.7 What devices and browsers support video sessions?
- 1.8 Do I (or my patient) need to download a plug-in to use the video session?
- 1.9 Why does my browser keep asking me to “allow” access to my camera/microphone?
- 1.10 Can I share my screen?
- 1.11 Can I schedule video sessions?
- 1.12 How do I reschedule a video session?
- 1.13 What happens if my patient tries to join a scheduled video session early?
- 1.14 How do I resend a video session link?
- 1.15 Are the video sessions recorded?
- 1.16 Are video sessions secure?
- 1.17 Can the patient use a phone to do the video session?
- 1.18 Can I use video sessions with new intake patients?
- 1.19 Can I practice setting up and starting a video session?
- 1.20 Do you have training available for new users?
- 1.21 Do the assessments send out automatically?
- 1.22 How long is the link for the assessment good for?
- 1.23 What to do when having a bad connection with audio and video?:
- 1.24 How do I reach out to the support portal?:
- 1.25 Is there a function to collect payment through Tridiuum?:
- 1.26 Can you save the notes and forms and come back to them after a video session?:
What if I get disconnected?
If you are disconnected, click the green phone icon on the video session pane to reconnect to the session.
If your browser screen is lost when disconnection occurs, return to the Patient Detail Page and click Video Session.
What if my patient gets disconnected?
If your patient is disconnected from the video session, they will return to this landing page. The patient can click Join Video Session to reconnect.
If the patient’s browser screen is lost when the disconnection occurs, the patient can return to their Tridiuum email and click the link to reconnect.
Will my video session automatically end after a certain period of time?
As long as both you and your patient are on the video session, the video session will not end.
If one of you leaves the session, the session will be available within 75 minutes of starting the session. If you end the session and it is after 75 minutes, you will need to start a new session.
When can I launch the video session?
Currently, the video sessions are only “on-demand”, so you want to start the video session within 15 minutes of your appointment.
Can I have more than one patient on the video session?
No, not at this time. Only the specific patient and provider will be able to be on at the same time.
Can I use T1 Connect to launch a video session?
No, not at this time. You can use the Tridiuum ONE web application on an iPad, but you won’t be able to launch video sessions via the T1 Connect application.
What devices and browsers support video sessions?
Any tablet, computer, or phone(1) with Internet access(2) running a supported browser
Supported web browsers: Safari 12(3), Chromium based (Chrome or Edge), Firefox (latest version)
Camera, microphone and speakers, integrated or external
Headphones recommended
(1) Phone option currently only available for patients
(2) LTE or cable connection highly recommended
(3) iOS mobile devices must use the Safari browser.
Do I (or my patient) need to download a plug-in to use the video session?
No. The video component is completely browser-based and very easy to use.
Why does my browser keep asking me to “allow” access to my camera/microphone?
Different browsers have different prompts to allow just for this session or every time you visit the website.
Firefox
Firefox has a checkbox that you can select so that you don’t need to “allow” camera or microphone access every time.
Safari
Safari prompts you to allow for just the initial session.
If you don’t want to get this prompt every time, you can click the micro (or camera) to always allow access for this website.
Chrome
Images coming soon!
Can I share my screen?
Not at this time. However, this feature will be available soon.
Can I schedule video sessions?
Yes. Instructions for scheduling video sessions can be found here.
How do I reschedule a video session?
From Scheduling Tab calendar, locate appointment and click EDIT to change appointment time. Or click CANCEL APPOINTMENT and launch an on-demand video session. Instructions for launching an on-demand video session can be found here. Do not keep the existing appointment and do an on-demand session as the link for the patient will not work.
What happens if my patient tries to join a scheduled video session early?
Patients are put into a virtual waiting room if they attempt to enter the video session before scheduled appointment.
Patients are then given the option to Join Video Session 5 minutes before appointment
How do I resend a video session link?
From Patient Detail Page click Visits Tab.
If the session is not expired or completed, you can click Resend. You can correct an email address/phone number or send as is.
Are the video sessions recorded?
No, the video sessions are not recorded.
Are video sessions secure?
Yes, security controls meet or exceed the requirements put forth by HIPAA’s Privacy and Security Rules and industry best practices.
Can the patient use a phone to do the video session?
Yes, patients can receive the assessment and video session link via text message and/or access their email on their smartphones to open the link. Instructions for sending assessment and video session links via text message can be found here.
Can I use video sessions with new intake patients?
Yes. Video sessions are a great way to get to know new patients.
Can I practice setting up and starting a video session?
Yes. You can test sending a video session without an assessment by leaving the Assessment field blank in the On-Demand Video Session dialogue box.
Do you have training available for new users?
Yes. Links to training videos and additional training materials can be found here (https://polarishealth.atlassian.net/wiki/spaces/TRAIN/pages/1152713143)
Do the assessments send out automatically?
If an assessment type is selected when scheduling a video appointment, the selected assessment will be sent to the patient 20 minutes prior to the session. (https://polarishealth.atlassian.net/wiki/spaces/TRAIN/pages/1238073700 )
How long is the link for the assessment good for?
The length of time an assessment link will last before expiring is determined by your organization. Please contact your organization administrator for more information.
What to do when having a bad connection with audio and video?:
Use the chat feature to communicate with your patient while troubleshooting the connection problems. (link to chat article here)
https://polarishealth.atlassian.net/wiki/spaces/TRAIN/pages/1343193489
Ensure you and your patient are using a browser and device that supports video sessions (
Ensure you and your patient have your microphone and camera enabled (
Contact Tridiuum Support https://polarishealth.atlassian.net/servicedesk/customer/portal/1
How do I reach out to the support portal?:
This is the link: https://polarishealth.atlassian.net/servicedesk/customer/portal/1
Is there a function to collect payment through Tridiuum?:
Payment is available through the Tridiuum ONE Platform. Instructions for accepting payments can be found here. ( ). *Please note the ability to accept payments through Tridiuum is determined by your organization. Please contact your organization administrator for more information.
Can you save the notes and forms and come back to them after a video session?:
As long as you save your notes where you left off before ending the video session, you can go back to your notes and continue to edit them. ().
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