Grow Therapy Telehealth | FAQ

Learn how to use Grow Therapy's telehealth features as a provider.

Updated over a week ago

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 provider portal, including your appointments, client records, and client communications, enabling your practices to save time and improve the 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, including:

    • 🔒 Secure and HIPAA-compliant: The feature ensures high-quality, secure sessions. This is important for the protection of all clients and providers.

    • 😌 Easier for Clients: Clients have a unique video link automatically included in each calendar invite and appointment reminder and accessible from their Client Portal. In one click, they can join your secure waiting room without the hassle of logging in, and you can admit and remove them as desired.

    • 🔄 Integrated with Grow Therapy: The feature streamlines your practice operations by enabling you to seamlessly start and join your sessions from the Grow platform without switching between multiple systems.

    • Worry-Free Appointment Attendance: Attendance is tracked and verified for clients and providers, providing support and peace of mind in billing scenarios related to client or provider no-shows.

    • 💬 Chat Communication: Clients and providers can easily message each other before and during a session. Providers can message clients in their waiting room or clients in the 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 my clients and me? - All your appointments will automatically transfer to Grow's Telehealth platform by the end of January 2024.


Telehealth security and compliance


  • Is Grow Therapy Telehealth HIPAA compliant? - Yes, Grow Therapy Telehealth meets or exceeds all the requirements of HIPAA as a business associate.

  • How does informed consent work for Grow Therapy Telehealth? - Informed consent for telehealth services is provided by all clients when booking their first appointment. More specifically, when they confirm they've reviewed and accepted the practice policies associated with accessing care via Grow Therapy.

  • Are telehealth sessions recorded and stored? - No. Grow Therapy Telehealth sessions aren't recorded or stored.


Client experience


  • How do I explain Grow Telehealth to a client? - Grow Telehealth is a new way for clients and providers to conduct virtual appointments securely. Clients can access this platform through the links sent to them in the appointment confirmation email/reminders, the calendar invite, or through their Client Portal. When they click a link, they'll be asked to enter their name, and then they'll be entered into the secured waiting room, where you'll admit them when you're ready.

  • What is the experience like for my clients? - Your clients can access the link to their secure session via their automatic appointment confirmation email and reminders, the calendar invite, or through their Client Portal. You can also copy a client’s session link from their appointment details if you need to send the link manually. When clients select their invite link, they are asked to enter their name before being admitted to your secure waiting room. You will be notified that a client has joined your waiting room, and you can admit them when you are ready.

Session landing page
  • Will my clients have to install or download anything to join a session? - No. Your clients can join the session directly via a browser on their device by clicking their appointment link.

  • Can additional people join individual sessions? - Yes. If a client would like a partner or family member to attend one of their sessions, they can forward the confirmation or reminder email to them or add them to the calendar invite. The additional guest(s) can click the link and enter their information to join the session like the client normally would.

  • How do I send the link to my clients? - Your clients can access the link to their secure session via their automatic appointment confirmation email and reminders, the calendar invite, or through their Client Portal. If you want to send them a link directly, navigate to the appointment details page. From here, you will see the session link beginning with telehealth.growtherapy.com/[unique-link], and you can click the ‘copy’ icon to send this directly to the individual client.


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.

  • How do I set up my meeting room? - Setup is minimal and very straightforward. Your meeting room and each client’s URL are automatically created for you. The only one-time setup you need to do is allow your browser access to your video and microphone, which you will be prompted to do the first time you access your meeting room. To access your meeting room anytime, select the Join Your Meeting Room option in the Your Practice section of your Dashboard. Once in your meeting room, select the Allow option in the browser prompt.

Provider Setup - Allow Access
  • How do I join a session? Do I need to log in? - Because your meeting room is integrated into Grow Therapy, the only logging-in you’ll need to do is into your Grow Therapy portal here, exactly like you do today. This ensures you are the only person with provider-level access to your meeting room, allowing you to manage your waiting room and conduct your secure sessions.

    From your Provider Portal dashboard, click on your meeting room link or select the client link within the appointment details. It’s important to remember that each client is associated with a unique link.

  • 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.


Chat | FAQ


  • Which clients can I message in chat on telehealth? - You can message clients that are in your waiting room or that you’ve admitted into a session.

  • Will my clients be able to see chats after the session? - No, messages exchanged during the session will not be saved for clients or providers to see anywhere after the session.

  • Will I be able to see messages after the session? - No, messages exchanged during the session will not be saved for clients or providers to see anywhere after the session.

  • Can I send attachments via the chat functionality? - Right now, no you cannot send attachments via the chat functionality.

  • Can I send hyperlinks via the chat functionality? - Yes, you can send secure links (start with https://) via the chat functionality. All hyperlinks will open a new tab.


Screensharing | FAQ


  • Can I share a window on telehealth? - Yes you can! Sharing a screen is available on desktop computers. Chrome is recommended for the best experience. Mobile users can view a shared screen but cannot share their own screen.

  • Can I share audio when screen sharing on telehealth? - Yes you can if you are sharing a specific tab in Chrome. Firefox and Safari do not support individual tab sharing so therefore there is no support for audio sharing.

  • Can I mute myself while I’m sharing a tab with audio on telehealth? - Yes, if you turn on screen sharing for a tab with audio, your audio will continue to play even if you have muted yourself.

  • What if I have another tab playing audio or another application (i.e., Spotify)? Will that audio be shared? - No, only the audio from the tab you’re sharing will be shared with the other participants.


Holding a session


  • How do I know a client is in my waiting room? - You should receive an email if a client is in your waiting room for a minute and hasn’t been let in. You should also receive a text if a client is in your waiting room and hasn’t been let in five minutes.

  • What happens when a client joins the session? - When a client joins a session, you will be notified via a message in the bottom left of your meeting room screen. Select the View option on this message to open the client queue to admit or remove clients from your waiting room. If the message disappears, select the Clients () Waiting button at the bottom-left instead.

Client Joining a Telehealth Session
  • What do I do at the end of the session? - At the end of the session, click Complete Session in the bottom right corner. This will track that the session is complete, remove the client from the current session, and return you to your main meeting room for your next appointment.


Following up after a session


  • What should I do after a session? - After a session ends, you should submit your notes and invoice. You can locate the completed session in the Unsubmitted tab of your Appointments dashboard. Selecting the appointment will open up an overview of the appointment details, including the client details, when the appointment was scheduled, and the actual length of the appointment.


    Meanwhile, selecting the Submit Invoice button will prompt you to fill out your notes, confirm the appointment details, and submit the invoice for billing.


Troubleshooting telehealth appointment issues


Video & Audio

  • What should I do if there are issues with my audio or video? - From your meeting room, 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, contact support@growtherapy.com.

Permissions Check & Reset
  • 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.

Waiting Rooms

  • I didn’t receive an email about a client in the waiting room; what happened? -

    You should receive an email if a client is in your waiting room for a minute and hasn’t been let in. If you haven’t, please check your spam.

  • What if I respond to the text telling me a client is waiting for me? - The text will go to an unmonitored inbox, and the team will not respond to you. If you have feedback for Grow, you can reach out via the provider portal chat box.

  • My patient says they were waiting for me, but I didn’t see them in the queue; what happened? - The connection between your browser tab and the telehealth platform likely timed out. To correct this, refresh your browser tab and wait a few seconds. If the client still does not appear, ensure they are using the link from their client portal/appointment confirmation and confirm the patient checked-in correctly by entering their information and clicking enter the waiting room.


Client resources and support


  • Is there any training for my clients? - Getting to a telehealth session will be identical to the process clients experienced previously by clicking the link to the appointment in their calendar, email, or client portal. They will see simple instructions when they join their first Grow Therapy Telehealth session to help them set up their camera and microphone. This experience is straightforward and similar to other video tools, so it should feel familiar.

  • What should I instruct my clients to do if they are having difficulties? - Your clients can follow the steps above to access their telehealth settings or enable camera/microphone access. If they are still having trouble, clients can contact support@growtherapy.com.

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