Video Session Guide for Patients

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Requirements to Run a Video Session

To join a video session with your provider you will need the following:

• Any tablet, computer, or phone (1) with internet access running a supported browser. For optimal results, LTE or cable connection is highly recommended.

• Supported web browsers:

  • Safari 11

  • Chromium based (Chrome or Edge)

  • Firefox (latest version)

• Camera, microphone and speakers, integrated or external

(1) iOS mobile devices must use the Safari browser.

Preparing for Your Visit

• Privacy: select a place for your session that is private and free of distractions.

• Noise Level: ensure there are no noises that could be distracting to you or your provider.

• Lighting: try to maintain a consistent light source throughout your appointment. Avoid having light sources behind you as this can cause your face to be shadowed.

• Visual Distractions: your background behind the camera should be free of clutter.

• Close unnecessary programs on your computer. If too many programs are opened it can reduce the quality of your video session.

• Test your video and microphone. Make sure your camera is turned on and nothing is blocking the view and that your microphone is unmuted.

• Make sure your speakers are turned on and the volume is high.

• Have an extra pair of headphones in case of audio problems.

Authorizing the Appointment

1. You will receive an email from Tridiuum with a link to the authentication page. The email is written in English and Spanish. To confirm your appointment, click the link.

    

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2. Once you click the link, it takes you to the authentication page. Select if you want to send your access code via email, text message, or both. Click Send Code to send your access code.

    

    

    

3. You will receive an email from Tridiuum with your access code.

    

    

    

4. Return to the authentication page in your browser and enter your access code and date of birth.  Then click Access Message. 

    

    

    

5. Click Click to Confirm Appointment to confirm your appointment.

    

    

    

6. You will see this page when the appointment has been confirmed.

    

    

Initiating a Video Session

1. You will receive an email from Tridiuum with a link to an assessment and video session. The email is written in English and Spanish. To begin your assessment, click on the link provided.
   
   

    

2. Once you click on the link to start your assessment, it takes you to an authentication page in your browser. Click Send Code to request your access code via email or text.

3. You will receive an email from tridiuum1notifications@tridiuum.com with your access code.

4. Return to the authentication page in your browser and enter your access code and date of birth.  Then click Access Message.

5. You are now viewing the secure message. Click the link to begin your assessment.

6. You will be directed to a new page to complete your Tridiuum ONE assessment.

7. Upon completion of the assessment, click Begin Your Video Session.

8. You will be directed to a landing page with instructions to start your video session. Click Join Video Session.

9. If your provider hasn’t joined the video session yet, you will be directed to a waiting room until your provider joins the session.

10. Your provider will join the video session and appear on your screen at the scheduled time.

Frequently Asked Questions

What if I get disconnected?

If you get disconnected from the video session, you will be redirected to this landing page. Click Join Video Session to reconnect.

If the browser screen is lost when the disconnection occurs, please return to the Tridiuum email and click on the provided link to reconnect.

Will my video session automatically end after a certain period of time?

• As long as both you and your provider 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, your provider will need to start a new session.

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 microphone (or camera) to always allow access for this website.

Chrome

Chrome prompts you initially to allow for microphone access for every session.

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