• How can I check if my connection is stable?
• How are payments processed after the appointment?
• Can I use the web version of the Sidebar?
• How long does the consultation need to be?
• What if the patient doesn't answer?
• Do I need to enable my camera?
• Do I need a Practitioner Sidebar user account? 

How can I check if my connection is stable?

After clicking 'Begin Telehealth Consultation', in the Sidebar, you will be able to select your audio input and output. In this area, you will see a microphone icon which will turn blue when it detects any noise

 

Before calling the patient, please check to make sure the microphone icon responds to your voice. If it doesn't, check in your device settings to make sure the input and output sources are configured correctly.

 

If you're in the call and the audio is lagging:

You may be experiencing packet loss. Try the following:

• Rebooting your computer
• Moving closer to your WiFi router
• Connecting to 5G
• Connecting your device via Ethernet cable
• Closing any other applications that are running in the background

How does it work for the patient? 

Once you select 'Begin telehealth consult', the patient will receive a call to their mobile phone on the number they entered when making their booking. They will be prompted to press "1" to be connected with the doctor, and then the call will come through to you.

How are payments processed after the appointment? 

Payment will automatically be collected when either: 

• The call with the patient is successfully connected and reaches two minutes in length
• You have made two call attempts to the patient, and they have not picked up

Can I use the web version of the Sidebar?

Yes – if you do not have the Sidebar installed on your device, you can use the browser-based version. Please see How can I access the Web Sidebar?

How long does the consultation need to be? 

The consultation needs to last at least two minutes from the time it is connected. The length of the call will be displayed within the call window.

What if the patient doesn't answer? 

If you call the patient and they do not pick up, please wait a few moments and then try to call them again.

If they do not pick up the second time, no further action is required from your end. Payment will automatically be collected from the patient.

Do I need to enable my camera?

No, the call is audio only.

Do I need a Practitioner Sidebar user account? 

Yes – you must be logged into the Sidebar with a user account that has 'Practitioner Sidebar' as the access level. The steps for this are the same as for Quick Consults, please see: How to set up practitioner accounts to use Quick Consults