When the internet is down or access to the provider portal is limited or degraded, providers can take several steps to ensure they can still manage their appointments and maintain accurate records until service is restored.
Check the Status Page
If you're experiencing degraded performance in your provider portal with an otherwise stable internet connection, visit Grow Therapy's Status Page to check for an active platform performance incident. Select Subscribe to Updates to be notified whenever Grow Therapy creates, updates, or resolves an incident.
If the Status Page indicates no ongoing issues and you still cannot log into your account, consider these additional troubleshooting tips. If the problem persists, use the Contact Us page to reach Support. You won't be required to log in, but you will need to verify your identity.
Use alternative entry points
When platform issues occur, the team prioritizes restoring access to Grow Telehealth to reduce or avoid disruption to client care. While you may be unable to access telehealth sessions directly through your provider portal, two additional entry points to your Grow Telehealth meeting room exist. Accessing these enables you to join sessions and continue while collecting information from clients that can be backfilled into their client records once the platform issues are resolved.
Access via direct link
The first entry point is a direct link to your waiting room (here). Visiting this address will automatically redirect you to your waiting room.
Access via calendar events
The second access point is in the event (appointment) details of your synced calendar events. These events contain shortcuts to perform various tasks as a client and provide easy access to the client's registered email address.
To access your meeting room via synced calendar events:
Navigate to your synced calendar and select an event to bring up its details.
Select the link starting with 'telehealth.growtherapy.com/join,' as seen below.
Select Login as a provider to enter your meeting room.
Inform clients of the disruption
If the platform or technical issues you encounter are too disruptive for you to responsibly provide care, consider contacting the client and alerting them of the disruption so you can make a shared decision about the next steps. If you don't have this information readily available, consider the following based on your connection and administrative configuration.
Internet is available
If you've lost access to your provider portal but still have internet access, you can locate the email address the client provided during registration in the event (appointment) details of your synced calendar. Depending on your calendar service, copy the client's email or initiate a message using the shortcut within the event.
Internet is not available
Consider storing active client information in a HIPAA-compliant resource accessible offline. This resource will enable you to contact clients during an outage and inform them about your current practice limitations.
Offline documentation
If you're unable to access the Grow Therapy EHR, we recommend using one of the following methods to capture session notes:
Manual note-taking - Use paper and pen to jot down appointment notes. Ensure these notes are kept secure and confidential, per HIPAA regulations.
Word processing software - Document notes using offline word processing software like Microsoft Word or Google Docs (if previously set to offline mode). Once access is restored, these can be transferred to your provider portal.
Local storage - Save notes using local storage options on your computer or device. These options can include text files or other note-taking applications that do not require internet access.
Voice recording - Record your notes verbally using voice recording devices or apps. Later, you can transcribe and enter the recordings into the portal.
Note: It's vital to ensure any method used maintains the confidentiality and security of patient information. Once EHR access is restored, promptly transfer your notes to the official portal, ensuring all records are up-to-date and accessible to maintain the continuity of patient care.