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trouble admitting clients to telehealth session

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Susan Reuker

It often takes several tries to get clients to connect to a telehealth session after I have admitted them.  The button disappears and they don't appear.  I wait about 30-60 seconds after admitting but no connections.  I then close the session and reopen from the calendar and try again.  Sometimes it works and sometimes it doesn't and we end up on Facetime.  Since the admit button was added it has been not working as well as when they could just join without being admitted.  I don't know how to make this work better.  It has made telehealth much less reliable than before just at this beginning point of the session.

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Comments

21 comments

Date Votes
  • Becky Powell

    I also had difficulty with this for the first time yesterday. We never were able to make it work. I wonder if there is a glitch in the software from a recent update that needs correcting?

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  • Melissa Snow

    I have also had the same problem.  My clients have been getting timed out or server errors as well.  Make this program less valuable in my opinion.  I am almost exclusively telehealth and without a reliable platform am finding it hard to justify the expense of the plus subscription. 

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  • Jennifer Martin

    I am having the same problem and thought it was my laptop. It has only been happening for the past 2 weeks, but is very frustrating. Do we contact someone about this?

     

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  • Althea Dent

    I have had this problem in the last several weeks

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  • Susan Reuker

    Okay, so we are having trouble but how can Simple Practice help us solve it?  

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  • Jennifer Martin

    I have sent a  help request to SP, but have not heard anything. 

     

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  • Jenny Sandell

    Our practice is experiencing a similar challenge, clients and clinicians have to log in and log out several times to get connected, but we do not have an admit button??? SP please acknowledge the difficulty

     

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  • Jennifer Shapiro, PhD

    Same - this is a huge problem for us.  I am considering changing telehealth platforms.

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  • Melissa Snow

    If we are joining the session why does there need to be an admit button? They are already there so when we join I’m curious what the point of the admit button is? If I’m not ready to admit them then I just don’t join the session yet. Asking out of curiosity bc there must be a service the bottom performs.

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  • Michael Blea

    I am having the same problem. This just started about a month ago.

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  • Jennifer Martin

    I sent a help desk request; the suggestion was to disable the waiting room option. This is done by clicking on the appt and going into telehealth settings. You can turn the waiting room off and then there is not an "admit" button. This seems to have helped this problem for me, but I'm still having glitches related to being able to see the client; they will say their camera is on and they are seeing their thumbnail photo, but all I'm seeing is the little circle w their initials in it. I still wonder in my computer is acting up, or if it is simple practice. 

     

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  • Susan Reuker

    Jennifer:

    Thanks for the suggestion from the help desk.  I created a telehealth appt.  Started it and checked on the settings in the upper right corner.  Unchecked the waiting room option.  I think this might help the problem for me.  But it seems a bad place to have telehealth settings. It should be under the general setting tab, right?

     

     

     

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  • Jennifer Martin

    Yes, I agree. And I don't like the "fix" to really  just be a work around. However, the most important thing immediately is to be able to connect with my clients. The help desk asked me to take screen shots and document what was happening, but I don't have time to do that. I hope this fix works for you!

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  • Christina Van Patter

    Looking here for some answers because I'm dealing with it right now.  Disappointed that there aren't any concrete answers. 

     

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  • Melissa Ward

    It just says...connecting even after clearing cache, updating my browser, double checking my internet speed, and updating Chrome. Any suggestions would be appreciated. 

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  • Bridgette Koukos

    I am currently having the same issue with the client and I both being logged in to the session but for both parties, it is saying "waiting for other participants..."  
    I have tried using the waiting room feature and not using it, but neither made a difference for me. 

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  • Tamara Halliburton

    I am experiencing this also and it is very frustrating! I enjoy using the waiting room, so I am not happy about having to turn it off. But even with it off, sometimes people cannot connect. This needs to be fixed ASAP. 

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  • jane morgan

    i click on admit to let clients in and it doesn't work ~ usually in the late afternoon. been going on for a couple weeks now! had to cancel several clients. Get it together SP!!!! I've not seen anything that seems to fix the issue, yet...

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  • jane morgan

    I had to go into their help (click on the question mark) and kept pressing 'no'. until it gave me a prompt for 'other telephone assistance'...Or, go into their support and it will give you a  guide.

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  • Justin Hughes

    same problem, started in the past month for me, too

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  • Faye Wallus

    I have a client today that can't seem to get connected. I tried turning off the waiting room too. Has there been any other solution?

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