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Telehealth Connectivity Issues

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14 comments

  • Chermel Williams

    I am having some issues with telehealth myself.  my clients cannot hear me although i've completed the audio test and everything is fine.  i feel like with all the technical issues, the service should be free

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  • Gillian

    I'd be happy to help with this. We have a great guide on troubleshooting Telehealth issues here: https://support.simplepractice.com/hc/en-us/articles/360041146032-Troubleshooting-Telehealth-appointment-issues

     

    I'd recommend sharing that guide with other members of the team who are having difficulty using SimplePractice's Telehealth platform due to connectivity issues.

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  • Evonne Jenkins

    I am still having connections issues.  Whether I am in our largest office building or working out of my office.  I am still have connection issues with the telehealth service.  It is a little embarrassing especially with new clients.  Is there a plan to upgrade the service to prevent screen freezing, video quality and sound quality.

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  • Ruth

    Hi Evonne, Thank you for your feedback, we're always looking for ways to improve our platform! To give you some context, the quality of a Telehealth call depends on the internet connection and device configuration of all participants' devices. To ensure that both you and your clients are set-up for successful Telehealth sessions, you'll want to update your browsers, devices' operating systems and use the in-app Internet Connection Test for recommendations on improving your network connection. Here is a guide you can forward to your clients: https://support.simplepractice.com/hc/en-us/articles/360003183011-Telehealth-FAQs-for-clients . You can also use our Telehealth Troubleshooting Guide for more helpful tips: https://support.simplepractice.com/hc/en-us/articles/360041146032-Troubleshooting-Telehealth-appointment-issues 

    If you find you're still experiencing issue, please submit an email Help Request to our Customer Success Team so they can investigate your Telehealth sessions specifically! 

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  • Jessie Wells, LCSW

    Hello - I am also having significant connection issues and can barely make it through a one hour session due to the number of drops and disconnections (despite doing the troubleshoot suggestions.) Apparently my internet service is providing adequate bandwidth. I'd love to see Simple Practice upgrade their platform to prevent these drops and connection issues. Thank you! 

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  • Ruth

    Hi Jessie, we hear you! We're working on several improvements to the Telehealth platform, if you'd like to be part of the group of early adopters, please join our Facebook Community and add your email to this list: https://www.facebook.com/groups/1043446209122415/permalink/2139151512885207 

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  • Kathaleen Cooley

    This situation is again a problem and seemed to happen right after the newest changes to how the telehealth page looked (think that happened last week or the week before).  My client and I are both showing excellent internet connection and then get on and the connection is horrible.  I have reached out for help and nobody has contacted me back.  Super frustrating but if it continues, I'm going to have to find another platform.  I cannot continue to struggle to see and hear clients when I'm paying for this service. 

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  • Ruth

    Hi Kathaleen, it looks like my colleague Brennan was able to reinstate the previous version of Telehealth to your account, while we identify how to solve Telehealth issues that are affecting you. If you continue to experience issues, please respond to Brennan's email directly so he can advise you on the best course of action for your Telehealth calls. 

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  • betsy chung

    Recently, I've had two long time clients who would log in to our call, and while they can see and hear me, I can't see or hear them. They'll try to reload and I'll reload as well, but the problem persists. The only way to resolve this is by them using their phone instead of laptop.

    Has there been some new update that could be causing this? This problem has only happened with two clients so far, and I'd like to be able to offer them some ideas to troubleshoot. 

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  • Gillian

    Hi Betsy, we'd be happy to help with this. I've created a Help request on your behalf for our team - we'll reach out via email to follow up shortly. 

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  • Krista List-Leinberger

    Hi there--

    I just switched my practice onto Simple Practice's telehealth from the HIPAA compliant Zoom version, and am feeling overwhelmed at the sound issues, video issues and just overall quality of my experience on your platform. I have worked on the troubleshooting you suggested, but would love to contact someone from SP to email personally or talk with to see what I can do to make this experience better. I'm going to give it one more month, and if it doesn't get better, I'm dropping the platform and returning to Zoom. It seems similar quality to the free versions I had before I purchased Zoom. I'd like to stay and have everything in SP, but not at the risk of the quality of my sessions, and paying for a platform that isn't much better than free versions. Could you help please? Thanks!

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  • Russell Kauitzsch

    Yes! Having issues with connectivity!  Show all green bars and as soon as any of the staff click to join the session it drops to 1 red bar and says "trying to connect" and never does. It was working fine yesterday and today it is not working!  Yikes!  

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  • DEBRA HARDER

    Yes, I started having problems a couple months ago, shortly after moving to Idaho from California. I thought it was my speaker/microphone or computer causing problems. Mine currently is related to microphone, clients can't hear me. I think I have it fixed, it works for a few days, than stops. Totally frustrating for me and my clients. 

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  • Sasha Lustgarten

    Video quality has been getting worse lately. I have 500mb/sec internet, my clients have extremely good connections too, but their is a 5 second delay on everything. I've had to switch to zoom nearly every afternoon over the past 2 weeks. When I do, everything is smooth. I'm sure it has been hard to keep up with demand this year, but further improvements are needed. 

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