5 Simple steps on how to fix your telehealth connection issues

Today we are going to give you some simple ways on how to fix your telehealth connection issues.

Don’t waste your or your clients’ time. With some simple steps, we can make your time better spent so that you can focus on your clients’ issues, and NOT troubleshooting technical troubles.

Making sure that your connection is going smoothly is not a simple process. There are a lot of factors that contribute to this as a whole. Hence, that’s why you have me to walk you through a few simple steps on how to eliminate a lot of common issues.

Before we start, a couple of things to think about before you assume the problem is on your end. When you are having the issues?

  • First, is it on every call?
  • Second, is it during a certain time of day?
  • Third, is it only when you speak to a certain client?

If it’s at a certain time of day you may be using your platform during peak hours.

What are the peak hours you say? They are hours during the day that your platform is experiencing high usage from all three time zones. They typically run 1-5 pm Eastern Standard Time.

Platforms tend to get overwhelmed due to over-usage causing you glitches. Try your best to not time your sessions during these hours.

Therefore, if that is the case try to create a checklist you can send to clients with the tips listed below so they can hopefully get a stronger connection on their end. I would recommend putting this list in your teletherapy consent paperwork and covering it when you do their first teletherapy session.

Steps to make sure that everything on your end is running as smoothly as possible:


1. Start a diagnosis for internet connection issues

Checking your internet connection speed is the most important thing to begin with. For example, you can simply google “internet speed test”, or click here. Then click “run speed test.”

This tells you the download and upload speed you are running with. It even tells you if those speeds are considered fast.

2. Only have your device on the connection

The best way to ensure that only your computer is connected to the internet is to get two wifi routers for your office or home. Helping maximize your speed.

3. Move closer to the router

Or you can always move it closer to you. This helps with any dead spots you may be falling into.

4. Use an ethernet cable

If possible. Know someone who is a gamer? They most of the time won’t even log on unless they are directly connected to the internet. There is a reason for this… It gives you the fastest possible connection to your internet.

5. Try a different teletherapy platform for connection issues

Heck, I would say TRY THEM ALL! Each one has its own little quirks but how do you know which one works best for you until you have tried it?

Now are you still having trouble? If you said yes, you should look into switching providers or upgrading the service you have.

Finally, be mindful that things happen, there will still be connection issues. This problem is not totally avoidable.

That’s why you should always have backup PLANS. Multiple backups mean you are more likely to get the session running smoothly again.

Backup plans for connection issues

You should try disconnecting from the client then reconnecting again. Just be sure to inform the client what you are about to do and why. This most likely will fix the problem and you can continue the session.

On the off chance that it doesn’t fix the issue, have two backup platforms already logged in you can easily switch the session over to.

There is always the option of turning the video feature off your call as well.

Leave us some comments with any tips we may have missed below.

Don’t forget to check out our blog on helping therapists’ market!

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