Telemental Health Services at Core Counseling

What is Telemental Health?

Through audio and video over the internet, you can meet with your provider on-the-go from your desktop, laptop, tablet or mobile device (iOS or Android) – it’s your choice!

Telehealth allows us to connect anywhere with secure and convenient appointments that save you time and hassle. There’s no need to deal with traffic when you can schedule and attend your appointment directly from a laptop or mobile device! Telehealth services are also helpful when you are unable to make it into the office due to illness, adverse weather, or other prohibiting conditions.

What Equipment Do I Need?

To participate in Telehealth appointments from your home, you need one of the following devices:

1. Desktop computer with a webcam and speakers
2. Laptop computer with built-in webcam and speakers
3. Tablet device with built-in webcam and speakers
4. Smartphone (Note: To use a smartphone, you must first download Telehealth by SimplePractice – available for iOS or Android in the app store)

You will also need an internet connection that is at least 10 mbps. For optimal results, a reliable, high-speed internet connection with a bandwidth of at least 10 mbps will minimize connection issues and provide the best quality.

How to join on a desktop or laptop computer:

If you plan to use a desktop or laptop, there is nothing to download prior to your appointment. Here are the steps to join:

1. Approximately 10-minutes before your appointment, you should receive either an email or SMS text appointment reminder.
2. Click the unique link embedded in the reminder. Your video call screen will now open in a new tab. Note: You may have to copy and paste the link into your web browser.
3. If your provider has already joined the call, you will see his/her face on the screen. If not, you will see yourself.
4. You will also see the Welcome prompt. Click Play test sound to test your camera and microphone settings.
5. When you are ready, click Join Video Call. This will take you straight into the video call.

Note: There may be a slight delay for your provider to join the session if they are finishing with a previous session. Please be patient.

How to join on a smartphone:

If you plan to use a mobile device, here are the steps to join:

1. Choose a well-lit, quiet room in your house to have your appointment. Do not sit directly in front of windows due to back lighting.
2. Download Telehealth by SimplePractice (for iOS or Android) in the app store. Approximately 10-minutes before your appointment, you should receive either an email or SMS text appointment reminder.
3. Open the reminder on your mobile device, and click the unique link. This will open the Telehealth by SimplePractice app.
4. If your provider has already joined the call, you will see his/her face on the screen. If not, you will see yourself.
5. When you are ready, click Join Video Call. This will take you straight into the video call.

Note: There may be a slight delay for your provider to join the session if they are finishing with a previous session. Please be patient.

Tips for Success!

• It is recommended to join the video session a few minutes early to test your settings.
• If you can connect to the Internet, but are having trouble joining the video, you can use the recommended Pre-call Tool at: tokbox.com/developer/tools/precall/
• To use a smartphone to join a video chat you must first download the Telehealth by SimplePractice app available for free in the app store for iOS or Android.

FAQ’s

Q. What should I do if I didn’t get the reminder with the link?

Contact your provider if you did not get the link so it can be send to you via your email or secure messaging. Note: If you have already consented to receiving text and/or email reminders, you will continue to receive them for Telehealth appointments as well. For new clients, make sure you have provided your email and/or mobile phone number so that we can enable email or text reminders. 

Q. What is SimplePractice?

SimplePractice, LLC is our practice management software for scheduling, case management, telehealth and therapy notes. SimplePractice, LLC uses a HIPAA compliant software so your information will be securely kept.

Q. What can I do to improve the quality of the connection?

 If you live in an area with slow internet, this can really affect the speed of your connection. Here are some basic steps that can improve the overall quality: 

• Use wired Ethernet instead of wifi whenever possible. Wifi will work, but you may experience a lag and interference, which can make your video and audio choppy. Wired internet will give you a much smoother, more consistent experience.
• Test your internet connection speed. Google provides an easy way to test your internet connection directly from the google homepage. Simply search: internet speed test. Click the blue button that says Run Speed Test. If is it under 10 mbps and you are using wifi, try using a wired internet connection or restarting your router.
• Close other programs. If you have several programs running in the background, closing them will almost certainly improve the quality. Also, make sure you are not downloading any large files. 

If you are unable to connect, please contact your provider as soon as possible to see if they can help you troubleshoot.

Q. Where is the best place to do a video call?

When deciding the best place in your home, you will want to choose a space that is private and away from household members, coworkers, pets or any other potential distractions. Here are some additional recommendations:

• Adjust your light. Some small lighting tweaks that can have a huge impact include placing a lamp or other light source behind your monitor, pointed toward you. Also, make sure you do not have too much light behind you. If you are on a laptop, make sure the camera is at eye level and not pointing up at the ceiling lights, or down at the floor.
• Choose a quiet, private location. Identify a suitable room that is quiet, private, and free from distractions. To keep background noise to a minimum, close any doors and shut any windows. 

Q. Is Telehealth private?

Just like a face-to-face appointment, your Telehealth visit will be private and confidential. 

–Information provided by SimplePractice