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. 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 originally booked as a different appointment type, then modified to a Telehealth Video consultation. 
  
  
  • A link will only be generated if an appointment is a Telehealth Video consultation when it is first booked.
    
    
  • If the appointment is originally booked as a different type and you would like to change it to a Telehealth Video consultation, you must cancel the original appointment and create a new one with the correct type for it to generate a link.
    
    
• 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 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.