Overview

What is Grow Therapy telehealth? Grow Therapy telehealth enables providers and clients to meet remotely for sessions 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 aim to deliver a secure and stress-free end-to-end care experience for both clients and providers. To ensure this, we ask that all Grow telehealth appointments be conducted on the Grow platform.

Does Grow Therapy have a mobile app? Yes. Grow Therapy offers an iOS mobile app that allows clients to manage their care directly from their mobile device. The app is not available to minors, clients with Kaiser insurance, or those residing in Illinois or Nevada. Click here to learn more about joining telehealth sessions using the mobile app.

What are the benefits of Grow Therapy telehealth? Grow Therapy telehealth provides various immediate benefits to clients, including:
- 🔒 Secure: This feature ensures high-quality, secure sessions, which is essential for protecting all clients and providers. This is important for the protection of all clients and providers.
- 😌 Improved experience: Access a link to easily join your session from any Grow Therapy calendar invite, appointment reminder, or 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 if any issues arise while 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.

How much does Grow Therapy Telehealth cost? Grow Therapy Telehealth is available to all providers and their clients at no additional cost.

Preparing for telehealth appointments

Which browsers are supported? Google Chrome is recommended; 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., an appointment reminder email), you can always log in to your Client Portal to access your session link, manage your appointments, or send a message to your provider. When joining from the meeting link, 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 to them or add them to the calendar invitation. 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 gives you a moment to settle in and listen to calming keyboard tones, message your provider, or adjust your audio and video settings before your session begins.

Can I change my background? Yes. To change your background, select the ⚙️ settings gear icon at the bottom of the waiting or meeting room > select the Background tab > select the desired background setting > close the menu.

Your camera must be turned on to use the background feature. To turn on your camera, click the 🎥 video icon at the bottom of the waiting room or meeting room.

Can I upload a custom virtual background? Providers and clients will have a set list of backgrounds from which they can choose. Currently, there are no plans to enable uploading images for virtual backgrounds.

Why is my waiting room blocked? If you're logged in when joining your telehealth session and have outstanding or unsigned required agreements, you may see a waiting room block. To join your session, review and accept the required agreements when prompted. Once accepted, you'll be able to enter the session as usual.

Does Grow Therapy Telehealth offer closed captioning? Closed captioning is not currently supported. Grow partners with Cyracom to offer access to 35+ languages via telehealth, including certified American Sign Language (ASL) interpreters.

If you require interpreter services for a session with a Grow provider, you can request them at no additional cost. Learn more here.

What should I do if there are issues with my audio or video?
- Check your in-session settings. While in the waiting room or after joining the session, click the ⚙️ settings gear icon at the bottom of the screen. This will open your audio, video, and background settings. Make sure the correct camera and microphone are selected.
- Review browser permissions. If you don’t see any camera or microphone options in the settings menu, your browser may not have permission to access them. You can update these permissions by clicking the icon next to the browser’s address bar or going directly to your browser’s site settings.
- Each browser handles camera and microphone permissions differently. Use the links below for step-by-step instructions based on your browser:
- If you are still having trouble, please contact support via your client portal.

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 Wi-Fi router or connect directly to the router via ethernet. Both of these options will improve the speed and quality of your connection.
- Ensure you have a good battery level or are plugged in. Many devices will reduce performance when unplugged, especially on low batteries.
- If you're experiencing low connectivity, select the Optimize for performance quality option under your video settings.