Support Considerations

Lesson 4 of 5

While most health care organizations have some level of technical support staff available, some do not have staff that are able to troubleshoot telemedicine video, peripheral equipment, and/or broadband connectivity. All specialty service provider groups should have a policy for technology failure.

Computer Screen with Coding

#1: What level of technical support will the specialty provider group provide?

Some specialty provider groups provide a basic level of technical support or troubleshooting assistance in order to make sure services are provided as scheduled.

#2: What is the emergency backup policy or plan for technology failure?

What is the procedure that the specialty service provider follows should the video conferencing software disconnect during a session? How many attempts to reconnect should you make? Should you call the specialty service providers office? Will they contact your coordinator? What is the process for finishing the appointment or rescheduling the patient should you not be able to reconnect?