Improve the quality of telehealth sessions as I frequently lose audio and end up having to switch to a different platform where I don't experience any issues.
App Type
TheraNest Telehealth
ADMIN RESPONSE
Aug 23, 2024
Our new telehealth solution has improved quality and stability when conducting telehealth sessions. Click here ( https://theranest.zendesk.com/hc/en-us/articles/360056388492-Telehealth-Workflow ) for a video walkthrough of the new solution.
Our agency is experiencing difficulty with the limited features on the telehealth platform. Our users frequently experience loss of audio and/or visual and the lack of a chat feature within the telehealth session makes it very difficult to troubleshoot, without losing treatment minutes. We are hopeful to see improvements, as many aspects of telehealth via TheraNest are very convenient!
Do not autopopulate client's initials - those with dead names have a lot of anxiety around seeing their legal initials. We have 1/4th of our team having to use second platform for telehealth to avoid client anxiety distress
I had a client have poor connectivity due to using a mobile device for a Telehealth call recently. I was directed to give feedback here to give the suggestion to make the telehealth feature more mobile friendly. Many client's prefer to use their smart phone for sessions. Many client's may not have a computer or a new enough laptop to use the camera. I think making it more smartphone friendly would make telehealth more accessible to more clients.
Sound is currently muted during Telehealth sessions when clients are using a phone if they receive calls or text, and it is necessary to exit and reenter calls to correct the issue. It would be helpful if changes could be made on the Theranest end to prevent this from happening.
I am beginning to encounter more scenarios in which a client is using the same device, browser, etc to connect to Telehealth for all sessions, and the same combination of device, browser, etc no longer works, often with Apple devices and involving sound not consistently engaging until entering/exiting calls multiple times on both ends. Again, this is with approved combinations of device, browser, etc. It would be helpful if necessary steps could be taken on the Theranest end around consistency of compatibility of your Telehealth platform with approved devices.
I am very disappointed in the increase in telehalth's plan. I have not had one session go smooth, No word of lie, EVERYTIME, One of the members (myself or client) has to leave session, periodically. Otherwise, I get weird sounds, un clear pictures, no picture,,,, It is very annoying. I think the price increase would be reasonable if what I was paying for in the first place was effective. I am not trying to be a complainer, but I think you would benefit from a better product because I love theranest otherwise.
Hello!
I can't figure out why I can speak at the same time as some of my clients and not others (in a telehealth session). It's very annoying because if I want to say something small like "I'm sorry" or "Aww" it completely cuts the client out (or visa versa). Or if there is background noise of any kind, it stops the audio for the other person. And this isn't with all my clients... only some of them. I don't understand...
