ARCHIVED Telehealth Frequently Asked Questions

Frequently Asked Questions

What if I get disconnected?

If you are disconnected, click the green phone icon on the video session pane to reconnect to the session.

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If your browser screen is lost when disconnection occurs, return to the Patient Detail Page and click Video Session.

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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/text 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?

Video sessions can be scheduled in advance or launched on demand.

• https://polarishealth.atlassian.net/l/c/DRkQJmEo

• https://polarishealth.atlassian.net/l/c/A6SG1cBy

Can I have more than one patient on the video session?

Yes, Tridiuum supports Group Video Sessions. Instructions for using Tridiuum ONE Telehealth for groups can be found here.

Can I use T1 Connect to launch a video session?

Yes. Instructions for launching a video session from the Tridiuum ONE Connect iPad application can be found here.

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 mobil 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!

What if my patient loses the email/text message with video session link?

If a patient loses their email/text, you can now resend the information to your patient via the Patient Profile Visits tab.

1. From Patient Detail Page click Visits Tab.

    

2. If the session is not expired or completed, you can click Resend.

    

3. You can correct an email address/phone number or send as is. *You will not be able to change the assessment selected.