844-44-COUCH

Quick Links:

How to join on a desktop/computer

How to join on a mobile device or tablet

App Store Links

Additional Questions

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What equipment do  I need?

 

To participate in Telehealth appointments from your home, you need one of the following devices:

1. Desktop computer with a webcam and speakers

2. Laptop computer with built-in webcam and speakers

3. Tablet device with built-in webcam and speakers

4. Smartphone (Note: To use a smartphone, you must first download Telehealth by SimplePractice—available for iOS or Android in the app store, links below)

5. You will also need an internet connection that is at least 0.35 mbps.

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Note: There may be a slight delay for your therapist to join the session if they are finishing with a previous session. Please be patient and they will join momentarily.

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How to join on a desktop or  laptop computer

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If you plan to use a desktop or laptop, there is nothing to download prior to your appointment. Here are the steps to join:

1. Approximately 10 minutes before your appointment, you should receive either an email or SMS text appointment reminder. Note: If you have already consented to receiving text and/or email reminders, you will continue to receive them for Telehealth appointments as well. For new clients, make sure you have provided your email and or mobile phone number so that I can enable email or text reminders.

2. Click the unique link embedded in the reminder. Your video call screen will now open in a new tab. Note: You may have to copy and paste the link into your web browser.

3. If your therapist has already joined the call, you will see their face on the screen. If they have not, you will see yourself, as shown below.

4. You will also see the Welcome prompt. Click Play test sound to test your camera and microphone settings.

5. When you are ready, click Join Video Appointment. This will take you straight into the video call. 

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How to join on a smart phone

If you plan to use a mobile device, here are the steps to join:

1. Choose a well-lit, quiet room in your house to have your appointment. Do not sit directly in front of windows due to back lighting.

2. Download Telehealth by SimplePractice (for iOS or Android) in the app store. Approximately 10 minutes before your appointment, you should receive either an email or SMS text appointment reminder. The exact time you receive the reminder may vary based on your cell phone carrier.

3. Open the reminder on your mobile device, and click the unique link. This will open the Telehealth by SimplePractice app.

4. If your therapist has already joined the call, you will see their face on the screen. If they have not, you will see yourself, as shown below.

5. When you are ready, click Join Video Appointment. This will take you straight into the video call.  

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Additional FAQ'S

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Q. What should I do if I didn’t get the reminder with the link?

A. Contact your provider via messaging in the SimplePractice client portal app or text our main line at 844-442-6824 so we can send it to you via email or secure messaging.

 

Q. What is SimplePractice?

A. SimplePractice, LLC is the practice management software for scheduling, case management, telehealth, and electronic health records that The Help Couch uses. SimplePractice, LLC, is completely HIPAA compliant so your information will be securely kept.

 

Q. What can I do to improve the quality of the connection?

A. If you live in an area with slow internet, this can really affect the speed of your connection.  Here are some basic steps that can improve the overall quality:

• Use wired Ethernet instead of wifi whenever possible. Wifi will work, but you may experience a lag and interference, which can make your video and audio choppy. Wired internet will give you a much smoother, more consistent experience.

• Test your internet connection speed. Google provides an easy way to test your internet connection directly from the google homepage. Simply search: internet speed test. Click the blue button that says Run Speed Test. If it  is under 0.35 mbps and you’re using wifi, try  using a wired internet connection or restarting your router.

• Close other programs. If you have several programs running in the background, closing them will almost certainly improve the quality.  Also, make sure you’re not downloading any  large files. If you are unable to connect, please contact your provider or the office as soon as possible to see if we can help you troubleshoot.

 

Q. Where’s the best place for a video call?

A. When deciding the best place in your home, you will want to choose a space that is private and away from household members, coworkers, pets or any other potential distractions. Here are some additional recommendations:

• Adjust your light. Some small lighting tweaks that can have a huge impact include placing a lamp or other light source behind your monitor, pointed toward you. Also, make sure you don’t have too much light behind you. If you’re on a laptop, make sure the camera is at eye level and not pointing up at the ceiling lights, or down at the floor.

• Choose a quiet, private location. Identify a suitable room that is quiet, private, and free of distractions. To keep background noise to a minimum, close any doors and shut any windows.  

 

Q. Is Telehealth private?

A. Just like a face-to-face appointment, your Telehealth visit will be private and confidential.

 

Q. What if my microphone and webcam aren’t working?

A. When you click on your Telehealth appointment link, make sure to click Allow to enable your webcam and microphone to work with Telehealth. If you don’t see this option, click Reload the page.​​