Overview
What is Grow Therapy telehealth? - Grow Therapy Telehealth allows providers to meet with clients remotely for a session securely and easily using their computer's microphone and camera. It seamlessly integrates with your Grow Therapy client portal, enabling you to save time and enjoy a more seamless client experience.
Is Grow Therapy Telehealth required? - At Grow, we want to provide a secure, HIPAA-compliant, stress-free end-to-end care experience for both clients and providers. To ensure this, we ask that all Grow telehealth appointments should be conducted on the Grow platform.
What are the benefits of Grow Therapy Telehealth? - Grow Therapy Telehealth provides various immediate benefits to clients, including:
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Secure and HIPAA-compliant: Grow Therapy Telehealth ensures high-quality, secure sessions. Your private information is always protected.This is important for the protection of all clients and providers.
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Improved Experience: Access a link to easily join your session from any Grow Therapy calendar invite, appointment reminder, and via your Client Portal. You can join your provider’s secure waiting room in one click— no login required!✅
Worry-Free Appointment Attendance: Attendance is tracked and verified, providing support and peace of mind in the event of any issues connecting with your care.💬
Chat Communication: Clients and providers can easily message each other before and during a session. These messages won’t be saved.🖥️
Screen Sharing: Clients and providers can screen share during a session to more effectively share and review resources that might be helpful.
How much does Grow Therapy Telehealth cost? - Grow Therapy Telehealth is available to all providers and their clients at no additional cost.
When will Grow Therapy Telehealth be available to me? - Your appointments will move to the new telehealth experience in January 2024. Providers and their clients are gradually moving over to new experiences to ensure a smooth transition.
Preparing for Telehealth appointments
Which browsers are supported? - The recommended browser for Grow Therapy Telehealth is Google Chrome. However, the service should also work on the latest versions of Mozilla Firefox, Safari, and Microsoft Edge.
Do I need to log in for a session? - No. You do not need to log in to join your telehealth session using your secure meeting link. If you don't have access to your meeting link (e.g., appointment reminder email), you can always log in to your Client Portal to access your session link, manage your appointments, or message your provider! The session waiting room page should look like this:
Can additional people join my session? - Yes. If you would like a partner or family member to attend one of your sessions, you can forward your confirmation or reminder email or add them to the calendar invite. The additional guest(s) can click the link and enter their information to join the session like you normally would.
How do I join a session? - You can access the link to your secure session from your automatic appointment confirmation email and reminders, the calendar invite, or through your Client Portal. When you click the link, you will be asked to enter your name, and then you will be admitted to your provider’s secure waiting room.
You must Allow Grow to use your camera and microphone the first time you join. That’s it! Sit tight, and your provider will admit you when they are ready.
Why am I stuck in a waiting room? - The waiting room allows you to join your session early while ensuring your provider has secure control over who accesses your meeting room. It also allows you to review useful resources or update your background settings by following the steps outlined below.
Can I change my background? - Yes. To change your background, select the settings gear ⚙️ in the top-right of the waiting or meeting room > select the Background tab > select the desired background setting > close the menu.
Can I upload a custom virtual background? - Currently, providers and clients will have a set list of backgrounds they can choose from. At this time, we don’t have plans to enable the upload of images for virtual backgrounds.
Troubleshooting telehealth appointment issues
Video & Audio
What should I do if there are issues with my audio or video? - While in the session waiting room or after joining the session, in the top right corner, you will see a settings gear ⚙️. Click on the gear to open your audio, video, and background settings and make any adjustments. For example, you may need to select an alternate camera or microphone.
If you are still experiencing issues, such as no camera or microphone options in the settings drop-down menus, you may not have given access during your first visit to your meeting room. You must allow permissions by going to your browser’s Site Settings or accessing the 🔒 icon next to your browser’s address bar. If you are still having trouble, please contact support via your client portal.
Why am I seeing reactions on my computer screen? - When you or a client makes certain hand motions (e.g., a thumbs up), it may show an on-screen emoji or background. This is typically an Apple-specific camera setting and is not within the control of the telehealth provider or any other video service you use. If you or your client experiences this, here are some quick instructions for turning these off:
To turn this feature on or off, select Reactions in the video menu
, which appears in the menu bar when a video call is in progress. When turned off, the icon will change from a highlighted blue color to grey.
The call quality for a participant is poor. What do I do? - To improve the quality and performance of a telehealth connection, please consider the following:
Turn off your virtual background. Backgrounds require your device to use more processing power, which may be limited for various reasons, such as background tasks/apps and other open browser tabs.
Turn off your video, especially if you are in an unfamiliar location where the connection speeds may be slower than expected. This will reduce the call's bandwidth so that other aspects of the call, such as the audio quality, improve.
Get closer to the Wifi router or connect directly to the router via ethernet. Both of these options will ensure the speed and quality of your connection improves.
Ensure you have a good battery level or are plugged in. Many devices will reduce performance when unplugged, especially on low batteries.