HIPAA Compliant Telehealth Frequently Asked Questions (FAQs)
After reviewing and signing our Telebehavioral Health Forms and Informed Consent which include our policies, you may still have questions about having psychiatric sessions online. You can also find answers to many of your questions on your provider’s E-visit check in page (patient responsibilities) and within your appointment reminders. Our friendly staff may have gone over many items at your intake or when scheduling. We get it can be confusing. These are some common questions or issues that come up. Usually, our appointments go swimmingly, and it is the rare occurrence that we have ongoing issues. We hope you don’t stress over it! To set you up for success we have compiled some FAQs below.
Here is a detailed guide on troubleshooting prior to your appointments: Telehealth Troubleshooting Sheet
Do I need to have stable internet to do telehealth? Yes, this ensures the integrity of your visit, that you can see and hear the provider and that your provider can see and hear you. If you cannot commit to reliable internet, we recommend you see a provider in office. If your provider suspects there is an issue, support staff will call to inquire if you have not already called us. Please pick up. We ask you call upon discovering any issues and check in 10 minutes before your appointment.
I know you offer a ten-minute grace period for appointments. But what if my provider hasn’t joined me past ten minutes? Please call the office as there may be a connectivity issue. Our staff is happy to help.
Will I get reminder texts? Yes, if you opted in. We send reminder texts and emails. We also ask you to put the appointment in your calendar.
Can I reschedule online? Yes. You can reschedule here. You may cancel here.
If my provider is “online” can they squeeze me in? Do you do drop ins? To request an appointment for a non life threatening issue please call our office. For all emergency, crisis and life threatening issues please go to your nearest Emergency Room. If your provider is “online” they are in sessions with other patients and unavailable to see you at that time.
What if I show up to the session on the wrong day or time? Please call the office to inquire about your appointment time and reschedule if needed.
How do I pay my bill? For questions about billing click here. We have a billing department; in the case they do not answer in live time kindly leave a voicemail or email them here. Your provider will refer you to billing as they do not offer billing services, only clinical services. To pay your bill click here.
Do you see patients in an office? No, we do not provide in office appointments only telehealth.
Can I do a phone session instead if I have ongoing/persistent issues with my internet? Our practice provides audiovisual appointments only. We are happy to offer you quality care outside of the traditional office, in our private practice setting.
Can I have appointments outside or in a public place? It’s so nice out! No, we are continuing to ensure your privacy is intact. HIPAA standards are upheld in your visits even if they are not in a traditional office. We ask you to enjoy the nice weather before or after your appointment. If you are outside your provider will ask you to go inside. If you cannot move inside, your provider must end the session and a staff member will call you to reschedule at a time you can be in a private location. You will be charged a fee that is equivalent to a private practice rate, which can be found here.
Will my provider be in a secure location? Yes, your provider has a dedicated HIPAA compliant space to meet with you as well as HIPAA compliant software. We value your need for privacy and quality care.
All my zoom calls work, I can’t keep a connection with the HIPAA compliant telehealth software, now what? Zoom is not used for telehealth appointments in most cases and the HIPAA compliant telehealth software needs you to: close all apps, disable Bluetooth (including headphones) use a computer in excellent condition and enable your microphone and audio. You need to disable VPNs and other types of apps or encryption. If another device or app is using your mic or audio the HIPAA compliant software will not work, even though Zoom did. On a rare occasion you may need to hard wire into your router. We recommend you clear your cache. Our staff does their best to help with these types of issues but sometimes we find you may need to call a friend/family member if you do not know how to do the above tasks or call your internet provider if it’s your internet. Sometimes your device has issues, we recommend having a professional help you with your device. There are more detailed solutions in the troubleshooting document.
I have a good connection then it gets worse: Some people have their display settings set to a sensitive level. If they move their device often in session the settings interfere. We ask you join the session then do not adjust your monitor as it will adjust the light/visual presentation. Make sure you are not moving around and have done all the above tasks. There are solutions to connectivity issues here. We recommend using Firefox or Chrome as safari is incompatible.
I have an older computer or phone will I be able to connect OK: There are specific recommendations for audio visual telehealth meetings. Older devices may not work well. You can learn more about that here.
Is it my provider’s connection? I have full bars. No, your provider has excellent internet (hard wire), wifi and back up sources such as a hotspot. We expect them to perform regular tests to ensure their device is functioning properly. They also have back up devices. It is rare that our patients have issues because we know you are dedicated to your healthcare and enjoy the flexibility of telehealth. We are dedicated to showing up for you! We ask that you go through the check list on your provider’s E-visit page and ensure that no one else is streaming or utilizing the wifi if you are reliant on wifi. Although you may have “full bars” you may not have adequate bandwidth for multiuser streaming (or you have not addressed the issues above). If there is an issue, let’s try our best to resolve it together! If we cannot help you, we recommend you contact your internet provider and use a device that is in good working condition.
Can I see my provider while I’m on vacation: Depends, if you’re on vacation in New Hampshire or Massachusetts, then yes you can see your provider while you are on vacation. If you are any other place, then you will not be able to see your provider. We will be happy to see you when you return. Your provider is only licensed in NH & MA. Attempting to see them in another state would be in violation of our policies and telehealth regulations.
Can I have my session at a family or friend’s home? Yes! Sometimes people choose to do this for various reasons, one being your friend or family may have better internet or is helping with childcare. All the same rules apply as they do with you being at home.
Can my family member join my session: Yes, please discuss this with your provider prior to the session and ensure you have signed a release of information (prior to visit). While we do not offer family or couples therapy, sometimes it is helpful to have a loved one attend a part of the session during times of distress.
Can I quickly see my provider while I’m driving or walking to a meeting? No, please schedule an appointment when you are free, just as you would for a traditional appointment.
Can I bring my child to the appointment? Depends, if they are a distraction or old enough for the content to be inappropriate, you will need to find childcare.
Is it OK if the kids are in the next room? Depends, if they are a distraction or unsafe to be alone please find childcare, if not…of course it’s fine! We understand it is difficult to balance parenting and your own self-care.
Can my pet join me? Yes, same rules apply as children. We very much understand the healing aspects of animals and encourage you to bring them if you find your pet comforting. Your provider may have a loving dog in session too!
Can I see my provider at work? Yes, many of our patients do! Same rules apply as at home. If it is in NH or MA, you have secure private space to meet (no open shared spaces such as cubicles), excellent wifi, then we are excited that this fits into your busy day. If you arrive at your appointment and your provider can observe you are not following our policy, they will have need to end the appointment. A staff member will call you to reschedule at a more appropriate time for you. You will be charged a fee that is equivalent to a private practice rate, which can be found here.
Can I actively be working and be in my appointment: No. We ask that you be fully present in your appointment. Just as you wouldn’t be working in an in-person appointment, we expect you to be appropriately present for telehealth. In addition, having other apps or browsers open will effect your connection. If you need to reschedule for work, kindly give us a call to do so. We know schedules change.
I forgot I had my appointment today or overslept and will be making breakfast and getting dressed during my appointment. Is this OK?: Please call to reschedule if you are no longer available. Since healthcare appointments are different than facetime or Zoom this would not be appropriate. We ask you are fully present in your visit.
What is the difference between a HIPAA compliant telehealth visit and a zoom or facetime call? Your HIPAA compliant telehealth visit should be treated with the same integrity as any other in person visit. The appointment is in real time and encrypted for your protection. We expect that your provider and you treat your visit as a healthcare appointment. If this becomes difficult we find changing to an in person provider is best. Let us know if you need a referral.
I keep having technical issues and I’ve done all the things in the telehealth visit checklist (patient responsibilities found on your provider’s login page) and troubleshooting document. What do I do? You can ask staff to book a courtesy troubleshooting appointment with you. The appointments are 15 minutes. We do our best to support you, but sometimes we cannot help you from afar. If you are unable to connect consistently it will be recommended that you see a provider in person as we cannot meet with you if you cannot connect in a meaningful and continuous way.
But I don’t want to see another provider: And we don’t want you to either. You may opt to call your internet service to inquire about technical support. Our support staff does their best to support you but sometimes comcast is the answer! We often find there is one good place in your home or office to have consistent connection. If you find it please stick to it. Stick to a device that works. Sometimes phones are not the best. The most important thing is your healthcare. We want you to benefit from the flexibility of telehealth with one of our providers but if you can’t we will refer you to other providers.
I find technology and all of this too stressful! We don’t want you to have extra stress. For the majority of people telehealth is a wonderful and easy option. You can feel comfortable in your home, it can be a convenient way to fit your appointments into the busy workday without commute time, it reduces costs on gas, and it is only a click away! If the benefit does not outweigh the hardship, we will refer you to another provider(s) who sees patients in a traditional office. Telehealth is not for everyone and that is OK.