Video chat with your patients using the new telehealth feature

Telehealth is now live! :tada:

COVID-19 has drastically changed the way many of us need to work. But your patients’ needs haven’t changed a bit. They’re still depending on your care. With telehealth, you can easily schedule video-based appointments that are super simple to access. There’s no fancy equipment needed—just your device of choice, a decent internet connection, and an up-to-date browser!

:point_up: Please note that telehealth is currently in a beta phase of development. This means that a few features aren’t quite ready yet—but don’t worry, we’re adding to it! Over the next few weeks, you can expect to see a whole lot more (like viewing treatment notes and medical alerts during the session).

We worked hard to keep this simple, straightforward, and as easy to use as possible. If you’d like a video demo, Rachel will walk you through all the steps right here:

Below, we’ll give you a quick overview of how things work, and you can head over to our support site for an in-depth guide!


First, create telehealth appointment types

The first thing you’ll need to do is create telehealth appointment types. You can modify existing ones, or create brand new ones (which might be useful to do, because it’ll be easier to know what’s what). Go into your appointment type settings and create a new appointment type (or click on an existing one in the list).

On the next page, at the bottom, change “Turn on telehealth for this service” to On:

Save those settings! You’ll be able to see which appointment types have telehealth enabled in the main list in your settings:


Next, create telehealth appointment confirmation and reminder templates

Once you’ve gotten your telehealth appointment types enabled, it’s time to get your reminders and confirmations emails sorted for telehealth. In each confirmation and reminder template’s settings, you’ll see the option to include a placeholder called TelehealthLink:

This will look like this once you add it:

:point_up: Note: While you can add this link to SMS reminders, please consider that the link is quite long, so it may require more SMS credits to be used.

In the outgoing message, your patient will see a link to “Join appointment”, like this:


Finally, link your templates with your appointment types

This is a really important step!

To be sure that your patients actually get the telehealth link (which they’ll need to access their video consult with you), you’ll need to link the confirmation/reminder templates with the relevant appointment types. Go back to your appointment type settings. Within each telehealth-enabled one, be sure you select the appropriate reminder and confirmation template:

Save those settings! Now, when confirmations and reminders go out, your patients will get the telehealth link in the message and be able to join the call.


How does the rest of it work?

Booking a telehealth appointment is exactly the same as booking a “regular” appointment—you simply add it to your calendar, as you would have been doing in Cliniko already. The difference is that, for telehealth appointments, there will be a “Join video call” button at the top of the appointment:

That button will bring you to a new screen, where you’ll be able to chat with your patient:

During the call, you’ll be able to:

  • Share your screen
  • Use the chat tool to instantly message with your patient in real time

You’ll also be able to mute the call and disable the camera if needed, and if for some reason you get disconnected, there will be a simple “Reconnect” button for you—this will bring the call back!


As mentioned, this is currently in beta, so not all features are available just yet. We’ll be adding more as time goes on, and if there’s anything you’d like to see, send a note to our support team or add your comment below!

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Brilliant! Love this!

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Thank you for the walk through of setting it up. Well done getting it out so quickly.
What’s the best way to record the conversation so we can share it with the client after?

Thank you for the detailed explanation ; just wondering how can I grab the patient link so I can send it by whatsapp.

Regards

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We don’t yet have recording @raddpeters - but that’s hopefully coming!

@DrT You can enter the room 10 minutes before the appointment time. At that point you’ll then see a button to invite the patient - use that to get a copy of the invite link!

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@raddpeters Just chatting further with the developers, and we likely won’t offer a recording tool within Cliniko itself, so you’d want to use another screen recording tool on your own device. Mac, for example, has some built in screen recording via QuickTime. There are lots of other tools out there though if you need to record!

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The screen sharing is great, however would love to have the option for the client to control the mouse - which will allow for them to draw on an interactive whiteboard or pay an online game etc. When this is up and running, I would love to move over to this platform.

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We tested this new feature today. Worked well and we linked it with Online payment. What happens if you have back-to-back Tele-Health? As a Practitioner do you exit the online video and click on the link for the next one. Just making sure that one called does not run into the other. Doxy.me has a waiting room feature - but maybe that is not required here.

You’ve got it @Robsy45 - Each appointment will have a unique room with a unique link. When you finish the first appointment, close out that room then open the new one for the following appointment.

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Thank you - we are excited to try this new feature of Cliniko!

Hi team, we love the feature and the ability to share screens, wondering if we will be able to mirror screens from iPads for example? Thanks

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@ttmsp For the moment that won’t be possible. Sharing a screen on a mobile device will be a little tricky, so I’m not sure right now if it’s something we would add or not. Sorry!

Great addition guys. How long does the Telehealth Appointment Link last? In other words, when does the link expire / become inactive? If it has an expiry, will it be extended for appointments that are changed to a future date/time?

Brilliant - thanks for this video feature.
How can I integrate the online payment feature? Is this the same as the ‘Stripe’ feature or can we access one that is embedded in the cost of cliniko?
Thanks!

Is there a link to accept payment AFTER the appointment?
Medicare require billing to occur AFTER the service has been supplied, NOT before.

I know Telehealth in Cliniko will evolve, but can I suggest:

1 - URGENT - Group appointments have the ability to be included in Telehealth - It only needs one of the group (say a 1:2 appt) to receive the link and have Join button next to their name.

2 - Group class feature for live classes.

3 - The ability to move your camera view around the screen.

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Fantastic work guys. Has anyone developed some cliniko specific fault finding materials or resources for clients who may be having difficulty?

Eg. - what browsers are supported

  • microphone and video camera tips for patients
  • any other FAQ for patients?

We’ve put together a new article for this specifically! Feel free to share this:

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