Information regarding waiting area callers, including status and entry field columns
Your Clinic Waiting Area is where you will see your patients, clients and other guests waiting for, on hold or participating in a video consultation with your service.
The centre section of the Clinic Waiting Area is where you will see callers waiting for, or participating in, a video consultation with your service.
When you sign in and access your clinic waiting area, you will see all current callers, with their status showing to the left of their name.
The bottom example to the right shows a clinic with no current caller activity.
Each caller will have their own line, showing all the entry field information they have entered. Their status will be one of the following:
Waiting (orange, changing to darker orange if waiting more than 30 mins).
Being Seen (green)
On hold (red)
For each caller you will be able to access further information regarding participants, call activity and any extra patient entry fields required by the clinic. To see this information click on the three dots to the right of a caller's entry.
Please note: Any signed in team member/administrator for your clinic can access this information.
Notify
To send a notification to a waiting patient before you begin a Video Call consultation - for example, to let a patient know that the clinic is running late - you can use the Notify function. To access this function click on the three dots to the right of that caller's information and select Notify.
If any notifications have been sent to this caller already, you will see a number next to Notify. You will also see this number in the clinic waiting area in a small blue circle to the top right of the 3 dots.
Type a custom notification to the caller in the dialogue box and click on the send icon.
The patient will receive your notification in their screen while they are waiting to be seen.
Send an SMS reminder to a waiting patient
You can send an SMS Reminder to a waiting patient, letting them know they will be joined shortly.
The reminder will be sent to the phone number provided by the patient in the phone number field for the clinic.
SMS reminders include a direct link back to the waiting screen in their browser, making it easy to return on their mobile device if they have navigated away and ensuring they are available when the clinician joins.
Join a call
Locate your next patient/client and simply click on their Join button to start the consultation.
If configured in your clinic, a pop-up confirmation box will appear, showing who you are about to join the call with. A host is a service provider with an account and a guest is a patient/client. Click Join to confirm.
If the confirmation box is not configured in your clinic, when you click Join your video consultation will begin without the confirmation.
To view participants in a call, click on the three dots to the right of the caller card and select Participants. Expand a participant's information by clicking on the arrow to the right of the participant name. Here you will see:
camera
microphone
browser,
device, and
bandwidth information
You can also disconnect the caller from here, if appropriate.
If a caller is waiting to be seen or on hold they will be the only participant in the call.
Activity
To view call activity for a particular call, click on the three dots to the right of that caller and select Activity.
Here you will see an activity log for a particular call. This includes any information your clinic has requested callers to provide as they are starting the call (eg medicare number or date of birth). These fields are configured byt the clinic administrator as Entry Fields for the clinic in the clinic configuration section of the platform.
Edit Details
All entry fields that are configured by the clinic administrator to be editable can be edited by team members in the clinic, if required. This can be done by reception staff, admin staff and health service providers with access to the clinic.
The bottom image shows the Edit Call Details screen. Edit fields as required and save to update the caller information. In this example the clinician is adding patient notes to the call information.
End Call
Click on End Call to end a call currently in progress, or to end a call for a caller waiting or on hold, if required.
A confirmation screen will show the participant/s who will be disconnected from the call and gives a chance to confirm that this is the action you would like to perform.
Please note: Calls are usually ended by the clinician in the Video Call consultation with a patient/client from within the call screen. Ending a call from the Clinic Waiting Area is optional and available if required.
