Office with a View

   TELEHEALTH  SERVICES

Frequently Asked Questions

What is Telehealth?


Telehealth is the use of video and audio technologies used by licensed health care providers for the purpose of providing diagnosis, consultation, or treatment of their clients.




Will I need to be located Maryland State to participate in telehealth?


It depends. Therapists can only practice psychotherapy in states in which they are licensed. The location of the client at the time of their telehealth appointment is the state where the therapist is considered to be practicing in. All of our therapists are licensed to practice in Maryland State, however, some of our therapist have temporary waivers that allow them to provide telehealth to clients located in other states. Please contact our Intake Coordinator to see if any of our therapists offer telehealth services in your state. If you are a current client and planning to be out-of-state for a session, please check first with your therapist to make sure they are approved to provide services in the state you will be in. During Covid-19, some states have allowed out-of-state therapists to practice under a temporary waiver and under certain conditions. Because these exceptions are made on a state-by-state level, you will need prior approval from our office to work with one of our therapist if you live, or will be located, in any state other then Maryland during telehealth appointments.




What type of platform will be used to host my telehealth session?


We use a HIPAA compliant version of Zoom with end-to-end encryption, meaning we never store or access the video or audio content of your online therapy sessions.




What equipment do I need to join a telehealth session?


To join a telehealth session with your therapist you will need the following:

  • A computer, tablet, or phone
  • An external or integrated webcam
  • An external or integrated microphone
  • Internet connection with a bandwidth of at least
    • 150 kbps to 450 kbps for 1:1 telehealth sessions
    • 225 kbps to 670 kbps for group telehealth sessions
You can check your internet speed here. We recommend an Ethernet cable over Wifi when possible to ensure you receive the best possible connection through your internet provider. Before joining your session, shut down all other background applications to ensure that Zoom receives the majority of your internet’s bandwidth.




Do I need to download Zoom for my telehealth session?


Yes. To join a Zoom meeting you will need to have the Zoom app installed on your computer or mobile device. Otherwise, you will be prompted to download and install Zoom when you click a join link. However, you are not required to sign up for a Zoom account to participated in telehealth sessions. Click Here to Download the Zoom App to Your Device For desktop computers: Download Zoom Client for Meetings For mobile phones or tablets: Go to Zoom Mobile Apps option and select one of the following buttons based on the type of device you have. If you don't already have Zoom installed on your device, we recommend installing it at least one day before your session and then testing it to make sure it works. This will give you time to troubleshoot if any issues come up. Click Here for Easy Steps to Test Zoom




Will I need to pay for Zoom?


No.




Is telehealth covered by my insurance?


Not all private health insurance plans cover therapy sessions through telehealth. During the Covid-19 pandemic, many insurance companies have expanded their coverage or issued temporary coverage through waivers. If we are in network with your insurance provider then we can contact them to verify your coverage. Remember that it is always best practice to call your insurance provider directly to confirm benefits and eligibility.




How do I join a telehealth session?


There are 2 ways to join a telehealth session: 1. Join using the link found in your appointment reminder email You will get a total of 3 emails prior to your scheduled appointment with a one-time use link to join your meeting. First email is sent at the time your appointment is scheduled Second email will be sent one day prior to the appointment Third email will be sent as soon as your therapist signs into the session To join, click on one of these links at the time of your appointment 2. Join through your Insync patient portal account Sign in to your patient portal Find your upcoming appointment on the Home screen to join. ​When your appointment is 15 minutes away from its' start time the green JOIN button will appear. Click it to join your session.




Will I use the same Link for every telehealth session?


No. You will be emailed a new link for each telehealth session. If you do not receive this link within 24 hours of your scheduled session, check your junk or spam mail.




Are there any additional requirements for doing telehealth?


  • You must have signed the Informed Consent for Telehealth Services prior to your initial session.
  • You must be located in the State of Maryland during your telehealth appointment unless you have received prior approval from our office.
  • You must be appropriately dressed for the session (in other words, dress as you would if coming to our office for a session).
  • You must be in a safe and private location.
  • You must have adequate connection so that sessions are not disrupted.
  • You must be in one place during the session (i.e. no driving or walking through town while on your session)





 
 

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Troubleshooting Tips

Issues logging back in to a telehealth session


In the event that you are disconnected from a session, you can rejoin using the same link. If you are unable to rejoin, call our office so that they can resend you a new link.




Why is my audio or video not working properly?


If you are having problems with your audio or microphone, clicking here will take you to a page in Zoom Help Center called "Testing computer or device audio". This page will walk you through the steps of determining the cause of the problem and recommended solutions. If you are having problems with your video, clicking here will take you to an article on the Zoom Help Center called "My video/camera isn't working". Here are a few other helpful resources from Zoom's Help Center My audio is not working on iOS or Android My video/camera is not working on iOS Video not working on Lenovo devices You can also watch this short video on how to configure your audio and video.




Is there a way to supress background noise on Zoom?


Zoom will allow you to modify your audio settings so that any disruptive noises around you can be filtered out. Clicking here will take you to a Zoom Help Center page called, "Background Noise Suppression". If you participate in group of family telehealth sessions, where mutiliple people are logged in from different devices, then this option is highly recommended.




Frequent video droppings, audio laggings, or disconnections.


If your audio or video keeps dropping out or lagging, or if you keep getting disconnected" First check that you have closed out on all other browsers, apps, or programs that might still be running in the background. If the problem persists, check to make sure you have the latest version of Zoom on the devise you are using. You can update Zoom by downloading the latest version from the Zoom Download Center. Next, run a speed test. If your bandwidth falls bellow Zooms recommendations (see section titled, "What are Zoom's bandwidth requirements?"), then we you try to connect to the internet through an Ethernet cable over WIFI or contacting your internet provider for higher speed internet. ​




What are Zoom's Bandwidth Requirements?


According to Zoom, the bandwidth requirements for video meetings are as follows: For 1:1 video calling: For high-quality video: 600kbps (up/down) For 720p HD video: 1.2Mbps (up/down) For 1080p HD video: 3.8Mbps/3.0Mbps (up/down) For group video calling: For high-quality video: 1.0 Mbps/600kbps (up/down) For 720p HD video: 2.6Mbps/1.8Mbps (up/down) For 1080p HD video: 3.8Mbps/3.0Mbps (up/down) In other words, you'll need internet speed between 150 kbps to 450 kbps to an adequate Zoom 1:1, and at least between 225 kbps and 670 kbps for a group Zoom call/session. For more information on Zoom's bandwidth requirements, click here. To test you bandwidth, click here.




Why am I hearing echoing during my telehealth session?


If you hear audio echo or audio feedback during your meeting, clickling here will take you to a page on the Zoom Help Center called "Audio Echo In a Meeting". This page will walk you through possible causes and solutions.





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