MyCare Connect works exclusively with the MyCare Professional iPad App. It allows you to create a secure, HIPAA-compliant video call to the patient, even if they are not assigned an iPad. This method does not require setup, registration, configuration, and the patient is not required to download an app for MyCare Connect to work.
For the patient to receive a call without an assigned iPad, they must have:
- The ability to receive text messages
- A web browser
- An iOS, Android, Windows phone.
To place a Direct Call using MyCare Connect:
- Navigate to the patient chart you’d like to call from on your MyCare iPad.
- Under the Phone Numbers tab, select the number you want to call.
- If a number isn’t listed, tap + New Phone and enter the user’s mobile number.
Note: You must enter or select a valid phone number that can receive text messages and is connected to a device with a web browser.
To make a call, press the patient’s phone number you would like to call and press MyCare Connect.
The user will receive a text message with a link to connect.
When the patient clicks on the link, the device will automatically open their default web browser and take them to the Call Connection Page. The connection page includes basic instructions for connecting the call, and a button for them to click on to Start Video Call.
When prompted, it is critical that the patient selects “Allow”, “Accept”, or “Yes” for the call to connect properly.
Text messages are typically delivered instantly, but sometimes can be delayed for several seconds. Additional delays are to be expected for the person receiving the text message to open their text message app, click on the link, read the instructions, click on “Start Video Call”, and, finally, to allow permission to the camera and microphone.
If the patient is expecting to receive this text message, a typical turn-around time would be around 30-45 seconds from the time you initiate the call to the time they grant permissions and join the call. Joining the call will typically take an additional 5-15 seconds. This means that from the time you press dial to the time you see the patient should take between 30 and 60 seconds.
For best results:
- Contact the patient by phone shortly before starting the session, especially if this is their first time.
- Let the patient know to expect a text message and instruct them to click on the link
- Tell them to be sure to Allow Permission to Camera and Microphone, when prompted
Note: If you are speaking with the patient on the phone, be sure they hang up the phone call before clicking the link. A phone call in progress will always override any attempt to utilize the microphone.
