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Once the Virtual Visit is concluded…
Staff should always use the Submit Review button to leave the call.
In
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App Messaging
Overview
In - App messaging allows the staff and patients to communicate in real time via text messages between the patient's mobile application and the staff’s Client Management System.
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The patient must give consent to chat via In - App Messaging. This can only be done on the patient mobile device when they click on the Messaging button, and it asks the patient to opt in.
If a patient has opted in, the provider will see the toggle on the patient profile screen in Virtual Care preferences.
Once the patient has opted in, the send button on the Communications Tab will be enabled for the staff to send messages to the patient.
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The patient Communications tab has a Patient Chat box. Clicking on a message will show delivery status. The delivery status is not shown unless the message is clicked on.
When the patient sends a message back to the provider, the message will show in the Patient Chat box. Note that this might not be immediate and can take a few seconds to be shown.
The delivery statuses are: Delivered and Not Delivered.
When the Patient Opts out of In
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App Messaging
If the Patient opts out of In - App Messaging, the In App Messaging Settings will automatically toggle to off in Patient’s Virtual Care Preferences on the Profile tab. Note: when opting out the patient chat history will not be retained.
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Uninstall of the app clears all data from the phone, all historic messages.
So if patient re-installs the app on their device, they will not see historic messages
The web app will still show the patient as opted in to In - App Messaging (this will need to be fixed in future)
If the patient installs the app again, the patient will again asked if they wish to opt-in for ‘In -app App messaging’. Patient’s response will update CMS Virtual Preference Patient’s In - App Messaging Settings.
If the Patient was offline and then goes back online
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