Client troubles with Telehealth (Not receiving the links)
Answered
Are any of your clients reaching out at the time of their appointments to say "I have not gotten the link to get into my session, please help"
I make sure to have all email settings to have clients receive emails, notifications and updates from simple practice, and yet something about all of this is making me think, that its not sticking.
Are any of your clients running into this ?.
By default, when adding an email address, I think that simple practice should assume (and program in) that the email notifications are set to yes, via the address on file. I have noticed that by default, simple practice does not opt clients "in" to email notifications - and this can become a mess.
Going back to telehealth though - who else has run into this?
1) Telehealth & office location are set for video session through simple practice.
2) Clients are reporting that they have not received their session link before the session begins.
It becomes a problem, when the session becomes "no show" due to the programming not working for the client / therapist in a group practice.
Please chime in.
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This happens with many of my clients on a weekly basis. I am not sure what is going on. They have talked about getting emails, but not getting the links. I was hoping that someone had an answer.
Most of my clients have emailed me and I have copied the link and sent it to them. I am waiting on a client to join a meeting after emailing them the link to the session (that was supposed to start 4 minutes ago). It is very frustrating.
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Having the same issue had 3 clients state they did not get link yesterday. If a client has an appt sch they should get link whether or not the email box is checked. They have the ability to unsubscribe to email reminders and we are not notified that they have done this thus not knowing they will not get link. Please address ASAP
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When you click on the appointment it gives you the option to share the link for the video session. When I initially schedule my appointments I click on that and share the link (it gives you the option to copy link or send reminder) I click send reminder and that is how my clients get their links for the scheduled session. May sound like a lot because I'm sure we would rather it to automatically do it but it really isn't.
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I am having the exact same problem - except that I checked the box that my patients can be notified by email and, mostly, some never get the link and others do. I have been sending them manually either earlier in the week or the day before or the day of. All of my patients said they didn't get the link this week and I sent them multiple times. They only got the link if I sent it right at the time of the session. Very frustrating! Simple Practice, can someone from your staff please chime in that you are seeing our comments?
I finally just decided to see if email reminders on a 24 hour basis will work better. Will see what happens.
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While Simple Practice has been great on a billing level - these types of errors and oversights make the experience really frustrating, and I can't help but refer back to the price of this service, and how these types of little issues build up to a point where it does not feel justified to charge as much money as Simple Practice does for these services, when their technology just does not follow through. I mean, my practice will keep Simple Practice - but the product has fallen short of what we believed that it could be.
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Hi Everyone,
I'm sorry we couldn't get to this post sooner. We're currently working on how to efficiently respond to Community Forum posts during these unprecedented times. However, the quickest way for you to get in touch with us directly is by submitting a SimplePractice Help Request Form. If you're in your SimplePractice account, access the Help Request form by clicking the "?" icon to the bottom right > Get Help > Email. Also, check out our Live Chat feature, offered Tuesday - Thursday, 7am - 6pm PT (learn more here).
I'll do my best to address each of your scenarios below, but please note that I won't be able to do a deep investigation of each account, or specific client files. For that, I'd recommend submitting a Help Request using the form provided above.
Telehealth appointment links have always been sent to clients through email appointment reminders. The only way to automate them is by enabling email reminders for your practice and for each individual client. Although clients can disable email reminders for themselves when the fill out their Demographics Information Form, they won't be able to do so after they've completed the form, unless you send it to them again.
Checking the box Email Ok for a client to enable Client Portal access and notifications for Secure Messaging, Billing Documents and other shared files will not enable email reminders for a client. Enabling email reminders for your entire practice in Settings > Client Reminders also won't enable email reminders for all clients by default. You need to also check the Send email reminders box under each client's Client Info tab.
Here's how to enable reminders within individual client files:- Navigate to the client's Overview page > Edit. Scroll down and check the Email ok box and then the Send email appointment reminders box. You can do this for text reminders as well, although, text reminders won't include a link to the session.
- Click Save Client if you make changes on this page.
Once you've enabled email reminders for your client, they should receive an automated email with the link to join their Telehealth session 10 minutes before start time, in addition to whenever you set email reminders to go out for your practice (24, 36, 48 hrs).
You can always go to Reports > Emails Sent Report to check if an email reminder with a Telehealth session link was successfully Delivered.
Check out these guides for more information:
Lastly, there are many reasons why someone may not be able to join a Telehealth session. If this happens, please immediately send a Help Request and indicate the urgency of your issue. We completely understand that, now more than ever, you need a reliable way to conduct sessions with your clients, which is why we prioritize requests that have to do with entering a session.
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Hi Ana - As I mentioned, in order for us to investigate your specific account settings and clients to find out why they're not getting automated Telehealth links, please submit a SimplePractice Help Request Form. If you're in your SimplePractice account, access the Help Request form by clicking the "?" icon to the bottom right > Get Help > Email.
I'm going to close this thread for commenting, but please reach out to us via Help Request for any additional assistance.
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