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Telehealth Issues !?




  • Khalilah Marques

    I have experienced the same issue and actually missed 2 treatment sessions due to not being able to connect to the video link for a therapy session. Please advise!!!

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  • Christine Bruning

    We have experienced similar problems.

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  • Val Karan

    I am having the same problem.

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  • Chermel Williams

    I am having the same problem as well.  It may be time to level up the complaint because at this point it can really become damaging to our businesses.


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  • Ruth

    Hi Everyone,

    In April, we announced that all Telehealth appointments were changing to unique links in preparation for features like multiple client support. All Telehealth links generated prior to April 29th were unique to the client, but not to the specific appointment. As of July 13, 2020, we are no longer supporting the old Telehealth appointment links.

    Any of your clients who have bookmarked their Telehealth appointment link won't be able to access sessions with that link anymore. If you've enabled Email Reminders for your practice and for your individual clients, then they'll be sent their unique link automatically in the normal email reminder (24, 48 etc hours prior to their appointment), in addition to 10 minutes before.

    You can notify clients of this change by sending them a Secure Message

    If you'd like us to investigate a specific client, please submit a Help Request from your SimplePractice account. Click on the "?" icon to the bottom right > Get Help > Ask Question > Email. You can also click here to submit a Help Request: SimplePractice Help Request Form.

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  • Christine Reed

    I am having continuous problems with telehealth sessions. Including dropped calls, audio problems, screen freezing. This week the video start-up link looked different & had a different start process & screen appearance. It was not working correctly with any of the calls which resulted in my needing to use FaceTime or Google Duo with no issues at all. I am frequently needing to move to these other video platforms because the SP video is so problematic and good functioning is inconsistent & unreliable. This on top of all my electronic insurance clearing house issues is creating doubts about whether SP is the best choice for me. 

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  • Shirl Herbert

    I am having issues with Telehealth screen....freezing and also hav a client who continues to have a double screen despite trying unsuccessfully to resolve this.  Can't seem to get many of these issues resolved.  Getting tired of trying to help my clients access therapy appointments. It seems I am having an issue every week now.

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  • Shirl Herbert

    Have a client who is successfully able to access therapy sessions one week and then not able to the next week.  She gets a message saying she needs a "unique link" for the session and is not able to join the session.  She is receiving both email notices and text messages for upcoming sessions prior to.... so I am assuming she is getting a unique link.

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  • Mary Horn, Psy. D.

    I am having telehealth issues, clients are being sent the link an hour after the start of session was supposed to happen. When I try to send manually, it doesn't send. Is anyone else having this problem?

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