The right care when you need it most | Teladoc®



Teladoc Video Consult – Provider FAQFor the best video experience, use the Teladoc app on your IPad. You can also use your personal computer with the most recent version of Chrome for Windows/Mac or Safari for Mac OS.Note: The Teladoc Provider website or mobile app do not currently support Android devices.Support issues should be sent to orange@ and requests for immediate assistance to 855-224-7315Setting Up for Video Consults on the Teladoc Provider App for iPad and iPhone RequirementsBandwidth: Use Wi-Fi to have better audio and video quality. Cellular data often results in poor quality. Software: For best results, run on the most current iOS version and install the latest mobile app version.InstallationSetting up the app on your device is simple and easy:Go to from your iPad/iPhone and log into your account.In the right column of the homepage, click on the Teladoc logo in the purple square to download app.Click the install button. Go to Settings -> General -> Profiles or Device Management -> Teladoc and click TrustSetting Up for Video Consults on the Teladoc Provider Web SiteRequirementsWebcam: Enable your computer’s webcam and make sure you are in a well-lit space. Insufficient lighting may result in blacked out video. Light source should be from behind the computer as lighting behind you will shadow your faceMicrophone: Enable your computer’s microphone. When using a headset, the user should make sure their mic is close to their mouth and their headset mic is selected. Please be aware of background noise such as pets or street noise during the call.NOTE: Firefox, Internet Explorer and Microsoft Edge browsers are not currently supported.InstallationSetting up the software on your computer is simple and easy and you only have to do it once. Use the newest version of Chrome for Windows or Safari for Mac OS.Go to and log into your account.Click the Test Video Capabilities link in the Quick Links section to test whether your computer supports video visits and follow any plug-in installations if needed Make sure that you allow usage of your camera and microphone on your browser.If your browser requires installation of Video Plug-In. Please click Install Video Plug-In and approve the installation.Troubleshooting – Common scenarios and solutionsVideo and Connection SignalHow can I ensure I have the best video performance if I am using a cellphone?To ensure best quality of video, download the Teladoc App on your iPhone or iPad. The iPad will allow for a better experience if you have that option. How can I improve my internet connection?Use a wired connection to the internet whenever possible. If using a wireless connection, be sure the signal is strong. If your signal is weak, try moving closer to the wireless router.How do I know if I have a good signal? The quality of your video visit will depend on the strength of your connection. On the top left corner of your consult page, you will see a signal strength indicator. Green = good connection, Yellow = average and Red = weak. Please move closer to the wireless router if you’re seeing the yellow or red signal. Why couldn’t I see myself during the webcam test?Ensure your webcam is plugged in and enabled. If the problem persists, please refer to the documentation that came with your webcam and that you have installed the latest software provided by your webcam manufacturer.What happens when the computer I am trying to use does not support video?Test another device, browser or location that may allow for proper connectivity if your computer is having troubleshooting issues. Sound Sound was not detected from my microphone, what should I do?Make sure your microphone and speakers are plugged-in, active, and turned on. Be sure that they are not muted.I heard an echo in a conversation, what should I do?Generally, if you can hear echo then you are not the one causing it. Ask the patient to lower their speaker volume and/or move their microphone away from their speaker. If that does not fix the problem, ask the patient to use headphones.Why can’t I hear any sound from my speakers?Check that your speakers or headset are plugged in and you haven’t accidentally clicked the mute button on your device or headset. App I downloaded the video software in the past, why am I prompted to update it again?The video software may have been updated since your last visit. We frequently provide fixes and enhancements to our video software to improve the experience.Patient Video ExperienceWhat if the patient isn’t there when I start the consult?Please wait for a few minutes. We will promptly send notifications to the patient to alert them that the doctor is waiting. Can I still conduct the visit if the patient’s video is not working?If the video works but not the audio, you can use your phone to work around the audio portion of the consult. If feasible, please turn on speaker phone so as not to distract from the video portion.What are some helpful tips for the patient if they’re having problems with the video experience? Ask the patient if they followed the troubleshooting instructions on the Patient Site Home Page or mobile app through the “help” section. Make sure patient is using Teladoc App (mobile/iPad) or Teladoc web login, NOT trying to use Facetime or SkypeMake sure patient has strong connection (green icon on patient’s video screen) and is connected to Wi-Fi instead of cellular dataMake sure patient allowed microphone and video in their web browsers and have tested the functionalityWhat if everything fails and the video refuses to work?If the patient followed all of the required steps in the Test Your Video Capabilities process and still can’t conduct the video, please ask them if they are comfortable completing the consult by phone only. With their permission you can convert the video consultation to phone on the page shown below. You will have to answer the reason why you or the patient could not connect to video: If the patient requires a video, please ask them to call customer service for further technical assistance and rescheduling.Are there any other options for a patient when video is failing?As an alternative, please inform them that they can upload still images to their patient account and request another consult with the images visible to the doctor. If images are uploaded during the consult, please click refresh under the images section of the EHR and the images will appear after a few moments.Support issues should be sent to orange@ and requests for immediate assistance to 855-224-7315Physician EtiquetteDuring the video consult, physicians should carry themselves professionally. Here are some reminders and best practices. Dress in professional attire.Conduct the visit in a well-lit, HIPAA-compliant area that protects the patient’s personal information and adheres to standard clinical practice. Make sure you’re in a room by yourself or keep the volume low so as not to be overheard.Never start or conduct video visit while driving or conducting another activity.Stay focused on the patient and ask appropriate questions to assess the patient’s chief complaint. Avoid sudden movements or gesturing excessively with the hands as this can sometimes cause blurs on the patient’s screen.Test Video Capabilities (Web Platform Only)The system will run a quick automated test when you clock in to ensure bandwidth and video requirements are met. If you don’t pass the test, you will get specific prompts to guide you through the troubleshooting steps. This may include issues related to your bandwidth, browser version, camera or video access, and performance.If you want to manually run the test after you’ve been clocked in for some time, follow these steps.Click on the ‘Test Video Capabilities’ link which can be found on 1) Website log in page, 2) Footer on the Dashboard or 3) Top right corner on the Video section on the consult page.Step 1. To test video capabilities, you first must allow for to access your video and microphone for the video consult. Chrome (Preferred for Windows)Once you go to a video page, the top-right of the URL bar will have an icon that looks like a camera (see below). This icon lets you block all cameras, or switch cameras. Select the options you want and then click “Done”. You then need to refresh the page if you’ve asked it to switch cameras or audio source.Safari (Preferred for Mac OS)Launch Safari on your Mac and choose Safari > Preferences from the upper left Safari menuClick on the Security iconEnsure that Enable JavaScript and Allow Plug-ins are selected Step 2. When you click on ‘Test Video Capabilities,’ you will automatically be sent to the test link.Step 3. The screen in the test should show the live image your camera is capturing. If you see both images, click ‘Yes’ to proceed to the next step. if you do not, follow the tips on the screen to resolve the issue. Step 4. Click the Play sound button, once the sound audible stops the No and Yes buttons will be enabled. If you hear the sound, click the Yes button, then Done to proceed to the next step.Step 5. Your computer is now ready to for video consults. ................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download