Feature List
- Waiting Room Chat Feature
- New Mobile Interface
- Confirmation Page
- Reassign Visit Message and Flow
- Visit Row Details
- Audio Alerts
Waiting Room Chat Feature
You asked and we listened! This new feature, available on desktop and mobile, will enable providers and staff to chat live with patients as they await their virtual visit in the digital waiting room. The feature delivers enhanced communication with your patients and helps you and your staff maintain a stronger level of customer service in the virtual care process. It’s particularly helpful in the following situations:
- Behind schedule? We know that schedules can go awry and that providers can fall a bit behind; we also know that long wait times with no patient communication can pose risks to virtual visit completion. The Waiting Room Chat Feature allows on-staff coordinators, or even the provider, to quickly engage with the patient, giving a timely update such as “Thanks for your patience. We are running slightly behind and your virtual visit is expected to begin in 10 min.”
- Pre-visit coordinator communication. Previously, when a coordination team member needed to engage with the patient for a general inquiry, they had to join the virtual visit itself. Now your coordinators can communicate directly with patients outside the virtual visit to address any specific questions or concerns related to patient care.
- Pre-visit patient-provider communication. Patient-provider engagements can be conducted via chat to fully assess the patient’s needs and to provide direction in the event a virtual visit may not be needed.
New Mobile Interface
We know that the majority of your virtual visits take place with patients using a mobile device. We have streamlined the look of our mobile interface making smart use of the precious real estate on the mobile screen. Key changes include consolidating many feature buttons into a more flexible navigation bar at the bottom of the screen providing a larger viewing area, which is particularly important for multi-party visits. The new mobile interface also amplifies the picture-in-picture viewing so the mobile user’s image is smaller and the person with whom they are engaging is bigger. So, if you are the provider, the patient image is larger; if you are the patient, the provider image is larger. The result is a much cleaner user interface for all.
Confirmation Page
- We will update the title of the page from “Confirm Visit” to “Review and Confirm.”
- We have reduced the white space and condense the visit details rows — all of which is now centered on the page.
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After:
Reassign Visit Message and Flow
- We have improved the pop-up messaging for reassigned patients so they no longer see a “Got it” button or loading wheel graphic. The pop-up message will remain on the page until a new provider picks up the visit.
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After:
Visit Row Details
- We have enabled providers/staff to see how long a patient has been in the waiting room via a clock icon displayed with minutes.
- We will replace the button with the words “Scheduled for (insert time)” with a calendar icon.
Before:
After:
Audio Alerts
- Audio alerts improve the experience for both patients and providers by notifying them when an important action is needed.
- This feature will default all audio alerts to on.
- Patients will receive an audio alert when:
- The “Start Visit” dialogue box populates for a scheduled visit.
- Providers will receive an audio alert when:
- A visit populates in the Waiting Room, or;
- The “Auto Logout” dialogue box populates.
- Both patients and providers will receive an audio alert when:
- They receive an initial chat message, or;
- Any user (patient, provider, or additional participants) joins or leaves a Multi-Party visit.
- Providers will manage their Audio Alerts in the “Notifications” tab in their “My Account” window.
- For Providers, the Notifications tab on the “User View” page in ActiveAdmin will be renamed to Alerts & Notifications (from Notifications) and display the four audio alert options.
- Note: due to review process delays with the Google Play and Apple apps stores, the audio alert feature is slightly delayed for mobile. Please keep a look out for this feature forthcoming soon!