Accessing TeleConsult outside of Genie

Was this article helpful?


Let us know what else you'd like to see in this article. to leave a comment below.


Comments

12 comments

  • Avatar
    Peter Oram

    Can this be used on an Android phone? I tried to set it up with a patient; he got an alert on his phone to say that the browser was not supported, and so the settings couldn't be changed to allow audio and video.

    I love the idea of video consulting connected with Genie, but Chime seems to be only slightly better in terms of useability than other platforms.

    General comments about telehealth: It's incredibly difficult to get a person who doesn't understand technology to connect to Chime (or all the others) without admin or the doctor having access to multiple screenshots or a video of what it looks like at the patient end, especially for devices that we aren't familiar with. (I can guide a non-tech person through setting up with an iPhone because I'm famiiar with it, but I have no idea what an Android screen looks like.)

    If Genie+Chime was able to make it as idiot-proof as possible, I would jump on board and happily pay for it.

    0
    Comment actions Permalink
  • Avatar
    Bridget de Gier

    Hi Peter,

    I believe Steve followed up with directly based on some of your feedback but for anyone else viewing this I wanted to reply here as well.

    We have had some issues identified with various devices and are working in partnership with AWS to try and identify what the common elements of those devices experiencing issues are and what we can do to resolve them.  We have tested it and have had it working on Android but we have also had issues reported so we'll keep looking into it.

    Our current recommendation is to encourage patients to access TeleConsult via their desktop computer or laptop which offers a much better user experience with less connection/audio issues.

    We'll also take on board the feedback around the difficulty in having users utilise it - we'll see if there's changes we can make to simplify this as well as look at creating some video content on how to use it on various systems as well as elaborating in our documentation once we've firmed up any interface changes that may be coming.

    0
    Comment actions Permalink
  • Avatar
    Peter Oram

    Thanks very much, Bridget. I appreciate your timely response. I acknowledge that Genie have stepped up very quickly to try to make video consultations easier. I am a bit concerned that the rapid development has unfortunately meant some unclear or inaccurate information about Chime. The marketing email that I received yesterday contains some inaccurate or unclear information.
    1. I acknowledge that Chime is better than some other platforms because it doesn't require the patient to log in, but the process does not provide one-click access for patients, as claimed by marketing. There are at least 4 clicks, and the typing of a name.
    2. "To ensure both you and your patients have an optimal experience, we recommend using a computer for your consultation.” This implies that telehealth via Chime will (definitely? systematically?) work on a smartphone but that the quality or experience will be better on a computer. However, since Genie Solutions is aware of a number of phone models for which telehealth via Chime does not work as expected, I would recommend a clearer statement to that effect. Recommending a computer for an optimal experience is not the same as letting customers know that some smartphones aren't working with Chime and that Genie are working hard on fixing the problems. Note that I don’t have a problem with there being some glitches with a system that has been brought in relatively quickly and is still very useful even with some glitches; I have a problem with marketing statement from Genie Solutions that are misleading or inaccurate.

    0
    Comment actions Permalink
  • Avatar
    Peter Roessler

    I have been trying to get this to work and am having any number of issues and it makes it not worthwhile. These include:

    1. Email and SMS often do not go through or get checked by a patient in a timely manner. Thus I may wait and be on another consult whilst the previous patient then tries to hit up the link.

    2. Android is not working. They get a message that it isn't supported.

    3. The message is "spam like". Patients do not know who Geniesolutions is and there is no indication of the doctor, practice or time of the consultation. Patients just wont hit a such a meaningless message.

    Until such time as the message sent to the patient is more informative I think this is a complete dud.

    1
    Comment actions Permalink
  • Avatar
    Bridget de Gier

    Hi Peter Roessler,

    We're looking at adding the ability to send the invitation ahead of time in our next phase of development.

    The mobile issues that were occurring have been largely addressed in the last few days by our team.  We have tested a number of different devices ourselves here as well as liaised with sites about their devices.  From this testing and feedback we believe the system is working well on devices running iOS 13.3 and above and using Safari and Android devices using the Chrome browser.  We'll look at further refining devices browsers based on feedback we get but early indications suggest a device with a software update within the last 2 years and Safari or Chrome as the browser is successful.  The Android user may have been using an alternate browser but if they were using Chrome we'd like to get some more details to explore further.

    We'll take on board the feedback in relation to the text message patients are getting and alternate wording that could be included.  Is there particular wording you'd like to suggest?  Would you like to see this read more like an appointment reminder with a link to the TeleConsult login perhaps?  If you have any particular suggestions around wording I'd be happy to include that in the feedback through to the development team.

    0
    Comment actions Permalink
  • Avatar
    Daniel Rowe

    I Have had similar issues, and your suggested solution on Android of " always use chrome" is fine for tech savy patients, but given a large number of my pateints are in their 70's, they often have little understanding of how to change web browsers etc.

    Likewise, a lot of them don't have a dektop device, so that workaround is invalid...

    I praise Geniesolutions for rapidly implementing an attempted solution to telehealth in these current times, but we really need one that works, I have given up trying to get this current implementation to work.  Once an updated version is running I'll be straight back on board!

    As an aside - It still amazes me that 2020, when Android hasby far  the larger market share, many software developers are still so iOS centric.  

     

    0
    Comment actions Permalink
  • Avatar
    Peter Roessler

    Hi Bridget,

     
    It is all getting a little bit complex when we have to do the IT support for the patient. We can’t even upgrade our computers because Genie isn’t 64bit compatible. Yes I know there are “workarounds” but that is missing the point. Checking the device type, checking operating system and then instructing them on using a non default browser. You have got to be kidding.
     
    As for the message- perhaps as simple as this: Your telehealth appointment with Dr Roessler scheduled at 1435 is starting. Please visit: https://teleconsult.geniesolutions.com.au/consults/faa128c0-aa17-4047-95f6-cbe3d518b5c4/attendees/b89851ae-5de2-4e1e-ba74-55f3d71b4f4eto join it. I haven’t counted the characters, it might be too many.
     
    It still doesn’t resolve the network issues where some SMS etc take more than the allocated appoitment time to be received - common enough here in Bendigo to crash my whole session.
     
    Don’t get me wrong, I would love the integrated system to work and appreciate the speed with which it was implemented, but it doesn’t seem to have been given a real test in the wild before rollout. Still very much in "alpha" phase of development.
    0
    Comment actions Permalink
  • Avatar
    Dr Tony Gianduzzo

    Dear Genie, PLEASE let us be able to completely customise the link https://teleconsult.geniesolutions.com.au/consults/..... to a browser-based solution of our choice.

    I am entirely uninterested in hanging around waiting for a patient to respond, and, as a surgeon, the inability to transfer the patient to a receptionist to sort out tests, bookings and follow-up is untenable.

    I think you have missed the mark with partnering with Amazon Chime, with its' bare-bones interface. I use Coviu - I recommend you check it and other platforms out, and I think you'll realise what a lemon you have chosen.

    Compared to Amazon Chime, my receptionists can set up patient's appointments in advance by emailing or SMS-ing a link which includes my clinic's name, attached logo, and consultation date and time. For the appointment, the patient clicks on the link, and their browser opens with a beautiful splash page, they push the button in their browser, fill out their name, tick a video-consent (I don't think Chime has that automated), and turn up in a virtual waiting room with patient-customisable music.

    My receptionist then picks them up when she is ready, sorts out any tech issues (of which there are surprisingly few for my typically 70-90-year-old patients), makes sure details are in order, and puts them back in the waiting room till I pick them up. The video quality is adaptive and good. As well as video-consult, options available to me during the consultation include - sharing my screen, a particular window, or even a specific Chrome tab to show results or images; use of a two-way virtual whiteboard, with the drawings able to be saved in various formats; transferring files and information sheets; inviting in relatives to a multi-person video consult; or to record the session with mutual consent. Once we are done, I put them back in the waiting room where my receptionist picks them up again to help sort out tests, hospital bookings and follow up.

    I don't think you get anywhere near matching that shortly, so why try to reinvent the wheel? I'm certainly not downgrading to Amazon to save my receptionist's copying and pasting some demography into my telehealth invitation interface, which in essence is pretty much all you are automating here.

    So in summary, please let us have the ability personalise our send-out message, especially the embedded link, e.g. https://drjohnexample.coviu.com/join

    0
    Comment actions Permalink
  • Avatar
    Peter Oram

    I might ruin my reputation by appearing to defend Genie Solutions, but I think this is a broader problem in the IT/software world: an assumption that all or most users will be using the most up-to-date software and operating system, or at least that the user will be able to easily download a different browser or a new version of an application. So I don't think it's a problem with Genie per se, just that Google etc cannot or will not go for the lowest common denominator because they are simply not thinking of non-tech-savvy people.
    I can't see a way around this, except for admin staff to spend a lot of time troubleshooting and experimenting with patients. In our practice, we have ended up using four different video-conference platforms (Skype, Zoom, Chime and FaceTime) to accommodate the resources and abilities of various patients, and we _still_ have to have a phone consultation occasionally.

    0
    Comment actions Permalink
  • Avatar
    Niamh Tobin

    Hi Dr Tony Gianduzzo

    Thanks for the feedback re: TeleConsult. As a member of the development team working on this solution, I would be keen to chat about this further if you have time?

    Ill call the practice this afternoon and organise a time with your staff to catch up.

    0
    Comment actions Permalink
  • Avatar
    Dr Brian Conway

    I totally agree with Dr Tony Gianduzzo, the Genie Telehhealth choice is currently unfortunately featureless with a poor work flow, though I understand you are working to improve it. We too use Coviu, and have canvassed our doctors about going to Chimes and no appetite to move despite the 6 months free offer. Personally I think Genie would be better off directing efforts to things like paperless scripts as the current Telehealth experience is dominated by collecting pharmacy information, printing, faxing and posting scripts, having parents say the script wasn't there, having pharmacists say the original hasn't arrived, patient changing their mind about which pharmacy, pharmacists refusing to dispense on a faxed script and on and on.

    And the next useful project, if you have your eye on the competitors that are stealing market share, would be developing a smartphone app for patients and one for providers.

    My 2 cents worth.

     

    Brian Conway Paediatrics at Burnside and North Adelaide 

     

    0
    Comment actions Permalink
  • Avatar
    Dr Brian Conway

    The other issue for Telehealth in particular, and Genie in general, is the facilitation of a payment portal for the consult and outstanding accounts. Coviu has a payment portal as well, Genie would do well to implement a payment portal option and not just for Telehealth, but very useful for Telehealth.

    Dr Brian Conway Adelaide

    0
    Comment actions Permalink