TECHNOLOGY REQUIREMENTS AND YOUR RESPONSIBILITIES

 

To participate in telehealth services, you must have access to appropriate technology and a suitable environment.

 

Minimum Technology Requirements:

Hardware:

• Computer, tablet, or smartphone with a camera and a microphone

• Speakers or headphones

• Stable internet connection (minimum 3 Mbps download, 1 Mbps upload speed recommended)

Software:

• Updated web browser (Chrome, Firefox, Safari, or Edge - latest version)

•  No additional software downloads required for browser-based telehealth

 

Testing Your Technology:

• Test your technology before your first telehealth session

• Contact our office at (208) 918-2473 if you need assistance with technology setup

 

Your Responsibilities:

Before Each Session:

• Ensure your device is charged or plugged in. Test your camera and microphone

• Close unnecessary applications that may slow your connection

• Ensure you have a stable internet connection

• Have the telehealth link readily available (sent via email or text before the session)

 

During Each Session:

• Be in a private, quiet location where you will not be interrupted

• Use headphones if others are nearby to protect your privacy

•  Ensure adequate lighting so your clinician can see you clearly

• Minimize distractions (silence phone notifications, close other browser tabs)

• Have tissues, water, and any materials your clinician requested readily available

 

Location Requirements:

• You must be in a safe, private location for your session

• You must inform your clinician of your physical location (address, city, state) at the beginning of each session

• You must be in Idaho or when applicable where your clinician is licensed during the session

• You should not participate in telehealth sessions while driving or in public places

 

What iCare Center for Change is NOT Responsible For:

• Your internet service or connection quality

• Your device functionality or compatibility

• Interruptions due to your technology or internet issues

•  Inability to complete a session due to your technology problems

• Any costs you incur for internet service, devices, or technology upgrades

If you do not meet the technology requirements or cannot maintain a stable connection, in-person sessions may be more appropriate for you.

 

TECHNICAL FAILURE PROTOCOL

Technology is not perfect, and technical difficulties may occur during telehealth sessions.

 

Common Technical Issues:

• Internet connection drops or becomes unstable

•  Audio or video freezes or lags

• Cannot hear or see the provider

• Provider cannot hear or see you

• Session link does not work

• Device battery dies

• Software crashes or freezes

 

What Will Happen If Technical Difficulties Occur:

1. Brief Interruption (less than 5 minutes):

• Your provider will wait for you to reconnect

• Try refreshing your browser or rejoining the session using your link

• If you cannot reconnect within 5 minutes, proceed to step 2

2. Extended Interruption (more than 5 minutes):

• Your provider will attempt to message and/or call you at the phone number on file

• The session may be continued by phone if appropriate

• If phone contact cannot be established, the session will be rescheduled

3. Unable to Complete Session:

• If the session cannot be completed due to technical difficulties, you will not be charged for the incomplete session

• The session will be rescheduled at no additional charge

• If significant clinical work was completed before the interruption, you may be charged a prorated amount based on the time completed

 

Your Responsibilities During Technical Difficulties:

• Remain calm and patient

• Try basic troubleshooting (refresh browser, check internet connection, restart device)

• Answer your phone if your provider calls

• Contact our office at (208) 918-2473 if you cannot reconnect, and your provider has not called you

 

Preventing Technical Difficulties:

• Test your technology before each session

• Ensure you have a stable internet connection

• Charge your device or plug it in before the session

• Close unnecessary applications

• Use a wired internet connection if possible (more stable than Wi-Fi)

• Have a backup plan (phone number where you can be reached)

 

When In-Person Sessions May Be More Appropriate:

If you experience frequent technical difficulties with telehealth, in-person sessions may be a better option. Discuss this with your provider.

 

Consent for Telehealth Services

iCare Center for Change uses Tebra for telehealth video appointments. The platform is designed to be simple to use and does not require patients to create a separate password to join a video appointment.

• By signing this consent, I acknowledge and understand the following:

• Provision of Care: Tebra provides the technology used for telehealth appointments but does not provide medical advice, diagnosis, or treatment. All medical and psychiatric services are provided by licensed healthcare professionals at iCare Center for Change.

• Emergency Services: Telehealth appointments are not intended for medical or psychiatric emergencies. If I am experiencing an emergency, I should call 911 or seek care at the nearest emergency department. For mental health crisis support, I may also contact the 988 Suicide & Crisis Lifeline.

• Medical Information: My healthcare provider may not have access to all of my medical records, including records maintained by other healthcare organizations. Information available during my appointment may be incomplete or outdated.

• Patient Responsibility: I agree to provide accurate and current information about my medical history, medications, allergies, symptoms, and changes in my health.

• Clinical Decision-Making: My healthcare provider will use the information reasonably available during my appointment, along with their professional clinical judgment, to make recommendations regarding my care.

• Privacy and Confidentiality: I agree not to share my telehealth appointment link with anyone who is not authorized to participate in my appointment. I understand that I should participate from a private location whenever possible to protect my confidentiality.

 

I understand that my healthcare provider would like me to participate in a telehealth services:

• My health care provider explained to me that the video conferencing technology used for this consultation will not be the same as a direct client/health care provider visit, because I will not be in the same room as my provider.

• I understand that a telehealth consultation has potential benefits, including easier access to care and the convenience of meeting from a location of my choosing.

• I understand there are potential risks to this technology, including interruptions, unauthorized access, and technical difficulties. I understand that my healthcare provider or I can discontinue the telehealth consult/visit if it is determined that the videoconferencing connection is not adequate for the situation.

• I had a direct conversation with my provider, during which I asked questions regarding this procedure. My questions have been answered, and the risks, benefits, and any practical alternatives have been discussed with me in a language in which I understand.