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Telehealth link

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26 comments

  • Michelle Webb, LMFT, ATR

    I am having the same problem. It isn't clear that it won't go through to the contacts so I am copying and pasting in a separate email to be safe.

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  • Heather Krimsly

    I recognize that the SP team may be aware of this issue, but--just to be sure--I've submitted a ticket along with a copy to this thread.  ;)

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  • Sheryl Rekevics

    I agree, and having the same problem. So....annoyed and it's effecting my ability to see clients today! 

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  • Susan Allington

    I'm glad I'm not the only one. Thank you!! I hope it gets resolved quickly. 

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  • Sheryl Rekevics

    I just was on chat with customer support. They told me that if you click the contact person there won't be an email associated with them and then you can send the link. I tried it and it seems to work. Very confusing though as no one explained this new process and I don't know why in the world they would add a contact person to the telehealth link section. They said they would get back to me later on why they didn't explain this through email etc... Hopefully you can try this and start sending out links again :)

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  • Susan Allington

    Thank you! Im nervous about sending a link to a contact person that does have an email associated with them in the client paperwork. I'm emailing back and forth with my very patient client. I copied and emailed the link. I hope that works. 

    This is very confusing. 

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  • Paula Trent, M.Ed., LMFT

    Hi All,

    I tried clicking the contact person as suggested above, but couldn't verify they wouldn't receive the link and message. 

    I'm copying the link and sending through the portal. I hope they change it back because it's cumbersome to do this. 

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  • Susan Allington

    I'm also coping and pasting to an email.I don't understand why it was changed. It is cumbersome and not at all efficient or helpful. 

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  • Heather Krimsly

    I just discovered this problem and it's SUPER annoying since my appointment is looming and I can't send the link!  I don't know why this was changed since the "old" way worked well.  Who wants to send a link to telehealth session to a client's contact anyway?!?? 

    I'm following others and going around the issue by copying & pasting.  Annoying, but workable.

    I hope this gets fixed asap.  

     

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  • Lynne Harris

    Agree it is super annoying and that I am having to copy and paste in a separate email. It was working fine before and was a one-click option. Cannot understand why they would make it more cumbersome! Also it is getting in the way of my appointments today. NOT pleased.

     

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  • Susan Allington

    Thank you Heather!!!

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  • Heather Krimsly

    You're welcome, Susan!

    And it looks like there's a similar thread on the SP FB page. ;)

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  • Susan Allington

    The word is out!!! Get on it SP!!! :)

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  • Joann ZumBrunnen

    Agreed to all above and thank you for this community conversation. Im hopeful it will be changed soon!

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  • Michelle Scott

    Oh, its not just me! I'm glad a ticket is in,hopefully they will revert back, it was so super easy before, and now it's more problematic as when I pull up their email it wants to send through my personal email. :-(

     

     

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  • Elaine Hiott

    So glad it's not just me.  This is extremely frustrating.

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  • Amy Koziarski, LISW, LLC

    HELP! I am having the same problem!  What happened!  This is awful! 

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  • Maile Giles

    SP please stop this cumbersome process. We as therapists do not need to be freaking out about sending info to our clients contacts. Please fix ASAP. Thank you! 

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  • Charlene Williams

    I am new to SP and thinking about not continuing.  This is not so Simple, after all.

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  • Ayelette

    Hi,

    We appreciate everyone's feedback regarding the process for manually sharing Telehealth links. As you may have seen, we have updated the workflow so that when you click a Telehealth appointment on your Calendar and click Share Link > Send Reminder, you will have the option to send a reminder to a contact only if that contact has email appointment reminders enabled for that client.

    Note that even when a contact's name displays and you are able to send them the Telehealth link, you can de-select their name and only 1 reminder will be shared, with the client, as shown below.

    If you would like to enable or disable a contact's appointment reminder settings for a client, you can do so by going to the client's Overview page > clicking Edit beneath their name > clicking the Contacts tab > clicking the Manage dropdown next to the relevant contact > clicking Edit Appointment Reminders > updating the setting as needed > clicking Save.

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  • Danielle Kelmar

    Hi, 

    Has anyone had the message "Unable to connect as streaming is timed out?" I couldn't see my patients and Monday is full.  There is no human to ask on SP and I could use some help.  This is so stressful and the message was on both sides, mine and the patient. We both reloaded and I even reset the time to make a whole new appt. with a fresh link and still no luck.  Love any help.

     

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  • Ayelette

    Hi Danielle,

    I see that you submitted a request to our Customer Success team as well. I've followed up with you for some more information, and one of my colleagues can provide additional guidance once we receive those details.

    If you'd ever like to learn more about the people who make up the SimplePractice team, I invite you to check out our profiles here: SimplePractice Team.

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  • Danielle Kelmar

    Thanks Ayelette, Just would love a phone number because we are dealing with life and death at times and need support when the system is not working or we need support.  Team looks lovely, But more importantly we as the customer would love support as the drop down boxes are not helpful. 

     

    Thank you so very much,  This was pretty bad and in a pandemic too.

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  • Kristen Wakeham

    Hello,

     

    Can you please help. The Telehealth link is down and we can't seem to get in touch with our clients through the link. Can you please let us know when it will be fixed? 

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  • Ayelette

    Hi Kristen,

    We are aware of an outage earlier today and the issue has been resolved. Telehealth by SimplePractice is now fully accessible to you and your clients.

    If you continue to experience any issues, those may be specific to your account. Please reach out to us by clicking the blue question mark icon in the lower right of your SimplePractice account and clicking Get Help.

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  • Denice Pacheco

    telehealth - client got the reminder, no link, was given instruction for client to download the app. client was not able to download. does this have to do with the fact that client is a minor? 

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