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Client troubles with Telehealth (Not receiving the links)

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23 comments

  • Ruth Landstrom

    I've run into the same problem -- I just started using telehealth with SimplePractice and none of the three clients I've seen have received the emails with the links, though I've set them up to receive emails... 

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  • G. Christopher Ray

    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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  • Elizabeth Ramquist

    Same problem here!

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  • Malia Gallegos

    Yes, ditto.  I wonder if Simple Practice could follow up on this, as I agree setting the send email notifications to default would help.  I also wonder if Simple Practice could have a help chat available to clients if they have a broken link and are unable to reach me right away.

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  • Dr. Colleen Long

    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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  • Ebony Blue-Fields

    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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  • Erin Frazier-Maskiell

    @Ebony, definitely, and that is the course of sending that we have to do every time. I think the frustrating thing about this, is that Simple Practice seems to throw "ease" out of the window with these kinds of look-aways 

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  • Mary Jackson Lee, LCSW

    I send the link from the appointment as noted by Ebony B around 10 min before the session starts. I have never relied on the SP system to send it to my clients. I didn't know it was an option. 

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  • Carmen Tillman

    I have had issue with client stating requested the link and it takes 10 minutes to receive the email...

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  • Cynthia Anderson

    This is a problem.  If the email box is checked shouldn't they automatically get the link when they get the appointment reminder?

    I thought that was how it's supposed to work.  

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  • Julie Krug

    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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  • Erin Frazier-Maskiell

    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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  • Sherri Newpol

    same problem lately.  and now today can't connect to my first patient.  and no way to get help live?

     

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  • Erin Frazier-Maskiell

    @ Sherri ! One of our clinicians just let us know that she could not open the telehealth link !. That the session was 15-20 minutes in and neither she or the client could gain access to the room 

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  • Geralyn McNamara

    SAME PROBLEM as Erin above!!! i cant gain access nor can clients!!!

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  • Geralyn McNamara

    Also: my clients never get emails about the session links. I have sent them early in the morning, and then they tell me they don't get them until right before the session. I'm not sure what is going on there, but it needs to be fixed. 

     

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  • Carmen O. Munson

    I'm having the same problem. This is very inconvenient.  Please tell me it will soon be fixed.

     

    I would like my clients to receive both a text reminder and email reminder, both with the unique link for the upcoming session.

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  • Erin Desrochers

    I am having the same issue. Even when I send the reminder and copy the link and send the email, some of my clients are still not receiving it. Has anyone got some assistance from SP around this? 

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  • Lisa M. Kaplan

    Same here! I would like to have the appointment reminder settings automatically set up and if the client wants to turn them off, they can. And, I don't think my clients are receiving the link to sessions. 

     

    PLEASE ADVISE SIMPLE PRACTICE!

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  • Dionne Catledge

    Reminders have been sent but my clients are calling and still needing a link to logon. Please help!

     

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  • Ruth

    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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  • Ana M. Lastra Abromavage

    I’m having to send links every time - what a pain

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  • Ruth

    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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