How to Manage Call Requests (RPM Service Level) Follow
An RPM + Video service level patient can send a call request from their tablet to their Care Team. A video call (virtual visit) allows the Care Team to see the patient, which can help with diagnosis and discussion of health issues. The request from the patient can be for urgent issues or non urgent issues, which is designated by the call Now or call Later options.
The phone icon located in the lower-right corner of the home screen opens the Request a Call screen.
After a patient sends a video call request from their tablet to their assigned Care Team member, a High or Medium alert video icon displays in the Patient Header in the Care Team Portal. These icons indicate a pending video call request and below the icon is the amount of time since the request was made. Red is high alert and yellow is medium alert. If the patient cancels the call request from their tablet, the alert is automatically rejected.
To conduct a video call with a patient:
- On the Patients Listpage in the Patient Header, click the alert video icon. If the patient has requested a call, the icon will be yellow or red and the amount of minutes or hours it has been since the request will appear.
The Respond to Call Request window appears.
- In the Respond to Call Request window, click Video Call Now. If you need to dismiss the video call before contact is made, click Cancel video call.
- When the Zoom Start Meeting window appears initially, the “Zoom Launcher needs your permission to run” statement may appear. Click Always run on this site, and then click Join a Meeting. In Internet Explorer, the Open Zoom Meetings button is required to start the meeting.
- In the Choose one of the audio conference options window, click Join with Computer Audio.
- When contact is made successfully, the video screen displays the Care Team member and patient. When your call is complete, click End Meeting in the lower-right corner.
For existing Zoom user accounts, the patient will see the Care Team member's first and last name. For new Zoom user accounts, only the Care Team member's first name will appear.
If a patient is not able to connect to a video call, following are some ways to troubleshoot:
- Confirm with patient that they can see bars of cellular connectivity. If the patient does not have any bars the connection is not likely to support a video call.
- Do not attempt to initialize a video call multiple times for one session. If this the first call does not connect, continue troubleshooting.
- Restart web browser on Care Team workstation.
- Restart tablet and try video calling again.
Your network may have a URL filter that is blocking access to zoom.us.
You can contact your IT administrator to re-categorize zoom.us from a new (parked domain) to a hospital/business website.
If your app stays in a "connecting" mode and timed out to a "Network error, please try again" or if it displays: "Can't connect to our service, please check your network connection and try again," you may have a network connection issue or network firewall settings issue.
- Check your network connection by opening a browser and ensure that you can access http://zoom.us.
- For network firewall settings, please allow UDP and TCP port 8801, 8802 and 8804 inbound and outbound for all outbound IP ranges.
Note: If Zoom is unable to connect via 8801, 8802 or 8804, they will use TCP port 443 SSL for all outbound IP ranges.