Question

I put a Telehealth Video consultation in the appointment book, but HotDoc didn't add a video link, and the patient didn't receive a link either. Why might this have happened?

Solution

There are a number of things that can prevent a link from being generated for a Telehealth Video consultation:

• The practitioner has not been enabled for video appointments in your HotDoc Dashboard. You will need to enable this in each practitioner profile. To resolve this, see How to turn on Telehealth Video.
  
  
  
  
• The Telehealth Video appointment type in your PMS has not been linked to a Telehealth Video appointment type in your HotDoc Dashboard. To resolve this, see How to link or unlink an appointment type.
  
  
  
  
• The appointment was created too recently, or booked for a time that has already passed.
  
  
  • It takes the system a few minutes to generate the video link - it is generally best to allow up to 15 minutes if booking an appointment in the immediate future.
    
    
  • If the appointment start time has already passed, a link will not be generated.                     
    
• The practitioner's PMS profile is linked to multiple HotDoc Dashboards
  
  
  • If your clinic shares a database with another site and they have linked a HotDoc practitioner profile to the same PMS profile, the system will be unable to determine which location the practitioner is from and so will not generate a link.
    
    
  • To resolve this, ensure that the practitioner is only linked to a profile in the correct Dashboard location.