Tag Archives: telehealth

Virtual Waiting Room

Waiting at home for a link to a video call is, in some ways, better than waiting at the doctor’s office. You’re home, after all! You can use your most comfortable chair. You don’t have to worry about getting sick from other people in the waiting room. You know where the bathroom is, you can bring your coffee in, you have all your own reading material.

But….

There’s always that nagging suspicion that the email with the conference link has been lost, and they’ve been waiting for you to connect for the last 10 minutes and will just move onto the next patient.

Which I’ve had happen.

Over the last few months we’ve dealt with Zoom, Microsoft Teams, several in-browser apps and at least one app that couldn’t figure out landscape orientation. Between school and health, we’ve had some setups where we log into an account and the system connects you to the right person, some where each meeting has its own code, and some where a week’s worth of classes will use the same code. Some send the code or URL by email, some by text message, some through a portal. A lot of them send it out right at appointment time.

None of them just, you know, call on the app when they’re ready.

I actually had to reschedule one appointment after checking in. The front office called me on the phone to do the check-in, and at the end they asked if I knew how to get onto their portal to get the Zoom link. I logged in, and waited…and waited…and waited… No new messages, and nothing in the appointment info about how to connect, only that it would be sent in a message. By the time I called back, they’d marked me as a no-show. It turned out they’d sent the link buried in a message (in their portal, of course), back when I’d made the appointment. “But it says you read this message!” Yeah…not recently.

I’ve got to wonder — if someone who does tech for a living has trouble keeping up with this stuff, how hard is it for people who aren’t used to it?