Telehealth via Cliniko

Telehealth Appointments are a video & audio call that our practitioners use to run a session while the client is at an external location (generally home).

We utilise Telehealth Appointments if a client can not attend the clinic in person. For example if they relocate and can not attend in person however wish to continue treatment, if they do not have transport to the clinic or are feeling flu like symptoms and don't feel comfortable coming into the clinic but do not want to miss appointment etc.

Please refer to the "Cliniko Telehealth Email Template" for instruction on how a CLIENT will access a Telehealth appointment.

Script 

"What happens in a Telehealth call" 

If a client is unsure of what a Telehealth call will be like, here are some way to explain it:

"How it works is, you will be able to see and talk your practitioner and they will take you through the program they had planned for you as well as discuss any changes they may of had planned or answer any questions  you may have."

"Change to a Telehealth to avoid late cancellation policy" 

If a client cancels within 24hrs, due to one of the reasons stated above ^ offering a Telehealth appointment is a great way for clients to still feel they are getting value (they're going to pay for it anyway they might as well get to talk to their practitioner)

"To avoid the late cancellation policy, I can change this appointment to be a Telehealth, your practitioner already has your session planned for today and this way you can keep you on track with your management plan. They will alter the session so they can still talk you through it while you are at home and discuss any changes they had planned or answer any question. Would you like me to change that over now?"

Tip: Sometimes when discussing Telehealth appointments with clients, if you say something like "what other clients have done is change to a Telehealth appointment when they can't attend in person" makes clients feel more inclined to say yes to a Telehealth because it seems easy if others have done it.

How to Book  a Telehealth Appointment/Where to find the link

1. Follow the standard procedure for booking a client

2. In "Type" of appointment - Select the Telehealth for the type of appointment e.g. Workcover Telehealth (see examples below)

3. Once created, the booking will have two extra options "Join video call" & Copy video invite link" (if it doesn't have these check the type of appointment)

4. Copy the Invite Link and send to client using the template (see "Email Template" below) 

Note: If this appointment is booked prior to the 48hr reminder, the email link will automatically be sent in the Reminder Email and step 4. will not be required. 
If the appointment is changed last minute to avoid a late cancellation policy, you will need to send a link to the client.

Cliniko Telehealth Email Template 

Hi [CLIENT NAME]

Here are the instructions on how to access your Telehealth appointment:

If you have already received a confirmation email prior to this, on said email please clinic  Join appointment under Location, then skip to step 4. below. If not please follow from step 1.

1. Open your emails before your appointment time (minimum 2 minute before).

2. Open email "Telehealth Link" 

3. Click on the link "http://effect-exercise"       [OR INSERT LINK HERE]

4. If the webpage says "Appointment has not yet started", please stay on the page until the time of your appointment time. Refresh the page at the time of appointment. 

5. Once the webpages shows "Join the call" Click on the button.

6. Click Allow to the prompt "effect-exercsie Would Like to Access the Microphone and Camera"

7. Wait for your practitioner to join the call. 

8. You will see your Exercise Physiologist on your screen

If you have any trouble logging on please contact us immediately on 0491 001 559