Video Visits

When providing care for patients, there may be instances where having a video conversation with patients is more appropriate or effective than speaking over the phone. In those instances, care managers and especially patients want a no-nonsense way to have a video call. Care Managers now have an easy way to escalate these phone calls into a video call. For now, video calls are only one-on-one between the Care Manager and the patient or their caregiver.

Let's dive in how to do this in Prosper Care.

1. Navigate to a patient's record within Prosper Care.

2. Click the Video icon

3. Select the notification method from the drop down to notify a patient to join a video call.

4. Select the type of notification. If a patient has the app downloaded, they will have an option to 'Push' the invitation to the app directly. (If they don't have the app, 'Push' will not appear in the list.)

5. Selecting Email or SMS will populate the email address or mobile phone number respectively with the value contained in the patient record. Change the email address if needed.

6. Click "Send" to send the invitation.

7. The system will give an indication of when the patient is joining. If another invite is needed, click "Send invitation" to bring up the notification dialog again.

8. Once joined in the video call, a number of video controls will appear at the bottom of the screen.

9. Pressing the phone icon will remove the Care Manager from the video call. (To rejoin, just click the 'Video Visit' button again on the patient's record.)

Alert! If no one has joined the call within 5 minutes on either side (the patient or care manager), the video session expires and a new invitation must be sent to the patient.

10. Clicking the microphone will mute or unmute your audio. By default the microphone is on.

11. Clicking the video will stop or start your camera. By default the camera is on.

12. Clicking this icon will blur or unblur your background.

13. Clicking this icon will shrink or enlarge your video screen.

On the patient side, they will receive an invitation to join the video call via the notification method chosen by the Care Manager. Care Managers can give the patient some verbal instructions on what to expect and how to join the video call.

14. In the email, SMS or push notification, click the link in the message.

15. The patient must accept the consent text prior to joining the call.

16. The patient will enter into a video call with the Care Manager.

17. There's a number of video controls on the bottom of the screen. This icon removes the patient from the video visit call.

18. This icon mutes or unmutes the patient's microphone. By default the patient's microphone is active (unmuted.)

19. This icon hides or shows the patient's video. By default the patient video is active.

20. This icon shrinks or enlarges the video call.

21. If a patient exits the video call, they can click 'Rejoin' and it will allow the patient to join the video call again.

22. If the video call has expired, the patient will be presented with an appropriate message.

Alert! If no one has joined the video call within 5 minutes on either side (the patient or care manager), the video session expires and a new invitation must be sent to the patient.

That's it for now. If you have any questions, please reach out to your client success representative or message us at support@myvetahealth.com.

Last published 11/22/23