Please move or correct me if this is posted in the wrong sub.
My practice has recently started seeing more patients via Televisits, with one of our providers seeing a full schedule of patients via Televisit one day a week.
For the past several weeks she’s had 2-3 patients per week that can join the televisit, but have no video or audio feed.
Generally from what I gather the patient is on a cell phone. We instruct them to use the Healow App and generally they are, but they have no video/audio feed in the Televisit.
Considering I’m not at the patients house nor have I spoke to the patient, I’m not sure the exact problem but I’m told that on the patient’s end they are clicking join, allowing the permissions etc and only see a blank screen, cannot hear or see the provider.
When we do testing with a test patient, the televisit always works, we tried it on Windows via Chrome, MS Edge as well as with an Android device running the Healow App. - we cannot replicate the issue, whenever we test the televisit connects fine and both parties can see and hear each other.
I’m concerned that with the myriad of both iOS and Android versions out there, with different hardware etc that the Healow App isn’t fully compatible with all devices, especially older or outdated devices. And that even though they are able to install the Healow App, there’s still some incompatibility that isn’t allowing the Televisit to connect.
For all we know it could be the patient’s network or home router blocking the connection as well ..
It’s a massive job to diagnose such an issue and we’re not even sure how to without physically going to the patient’s houses .. so I’m not expecting a real solution to the problem here, but I would like to know if other practices experience the same and if you feel it’s gotten worse or better recently?
Also if you are experiencing this issue please let me know which version you are on. Thanks for your time!
