headache center - hartford healthcare library/services/pdfs... · 2017. 8. 22. · headache center|...

Headache Center| Telehealth Patient Guide 1

Headache Center Telehealth Patient Guide

For Personal Computers

Updated: Aug 22, 2017


Table of Contents Hartford HealthCare Now Overview ........................................................................................... 3

Before the Visit .......................................................................................................................... 4

Logging into HHC Now Account on a PC .......................................................................................... 4

Test Computer ............................................................................................................................ 6

Video Plug-In ........................................................................................................................... 6

Device Check ........................................................................................................................... 8

Internet Connection ................................................................................................................ 10

Starting the Visit ...................................................................................................................... 12

Headache Log ........................................................................................................................... 12

HHC Now Email ......................................................................................................................... 12

HHC Now Website ...................................................................................................................... 13

Text Alerts ................................................................................................................................ 16

During the Visit ........................................................................................................................ 19

Ending the Visit ........................................................................................................................ 21

Satisfaction Survey .................................................................................................................... 23

Appendix .................................................................................................................................. 24

Specifications Needed for Telehealth ............................................................................................ 24

Video Recommendations .......................................................................................................... 24

Web Access (PC/Mac/Laptop) ................................................................................................... 24

Provider Credentials ................................................................................................................. 25

Frequently Asked Questions ..................................................................................................... 25


Hartford HealthCare Now Overview

Hartford HealthCare Now (HHC Now) is Hartford HealthCare’s telehealth platform. HHC Now allows you to

see your headache provider when and where convenient for you.

This patient guide provides steps to assist you through your telehealth encounters. If you experience

issues or have any trouble, contact the Headache Center during normal business hours at 860-696-2925.


Before the Visit *All screenshots are done using Chrome browser. The use of Chrome does not indicate an endorsement of

the browser by Hartford HealthCare. For a list of all approved browsers, see Browsers.

Logging into HHC Now Account on a PC

When your appointment is scheduled, an account is automatically created. When you log in, you will need

to reset your password. It is recommended that this is done a few days before your visit.

1. Go to HHC Now site in a browser

https://hartfordhealthcarenow.org/

2. Click Log In

3. Click “Need help logging in?”

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2

1



4. Click “I forgot my password”

5. Click Continue

6. Enter your email address

7. Click Continue

8. Enter your last name and date of birth for verification purposes

9. Click Submit

4

8

7

6

9

5

You will receive an email link to reset your

password. Click the link in your email and

enter your new secure password.


Test Computer

Before your telehealth visit, the PC you are using should be tested. This will ensure your video, speakers

and microphone function optimally for your visit.

1. Go to HHC Now site in a browser

https://hartfordhealthcarenow.org

2. Click Test Computer

Video Plug-In

2

1



If using Chrome, enable Flash if necessary.

The screen below will show if video needs to be updated. Click update and follow the directions.

If the video is up to date, screen below will show. Click Next.


Device Check

Click “Get Started”

A separate window for testing will open in your browser.

Video will automatically turn on. Click Yes or No if you are able to see yourself. If you are not able to see

yourself, make sure you are using a video enabled device and that your video camera is not covered.


To test the microphone, look for the green bars to move. Click Yes or No if the green bars move as you

speak into the PC’s microphone.

To test the speakers on your PC, click the play button to hear the sound. Make sure the speakers are not

on mute. Click Yes or No if you hear the sound played.

After all tests have passed, click Done.

Green bar

movement

indicating sound.


After clicking Done, the window will automatically close and bring you back to the original screen. Click

Continue.

Internet Connection

Click “Begin Test” to test internet connection.

You download and upload speeds will be tested to ensure a good connection.


If internet speed is sufficient, you will get a message that your internet connection passed. Click Next.

Your computer is now ready for your telehealth visit. Click Done.


Starting the Visit

Headache Log

15 minutes before your scheduled visit you should send the completed headache questionnaire to the HHC

Now Coordinator at: [email protected]

HHC Now Email

When your telehealth appointment is scheduled, you will receive an email from

[email protected]. If you need to contact the Headache Center for any reason such

as to cancel an appointment, call 860-696-2925. Do not click “Cancel Appointment” in your email as

staff at Headache may not receive your cancellation.

10 to 14 minutes before your scheduled visit, log-in to your HHC Now account. It is recommended that

you test your computer before every visit.

When you are ready to start your visit, you can click “Get Started” directly from your email. Your default

browser will bring you to the Hartford HealthCare Now website.


HHC Now Website

When you log in to HHC Now, the list and pictures of providers at the Headache Center are visible.

Clicking on a provider will allow you to view their profile.


When your visit is ready to start, you will get a pop up indicating that it is time for your appointment. Click

“Start Visit.” You will enter the virtual waiting room.

1. Enter a phone number where the provider can reach you in case you lose connection during the

telehealth visit.

2. Click Continue.

1

2


3. If you would like to discuss a topic with your provider, enter it in the box.

4. Read and acknowledge Notice of Privacy Practices

5. Click “Continue”

3

4

5


A brief one minute video will play as you wait to be connected with your provider. Make sure that the

correct provider’s profile pic is displayed on the screen.

After clicking on End, the pop-up will display. Click OK.

Text Alerts

If you need to step away from your PC while you wait, you can click “Text me when the provider is

ready to see me.” The Text Me page will pop-up on your screen.


Enter your cell phone number and Click OK.

Note: Your carrier’s standard text messaging rates apply.

A message stating to stay close by will appear. Click “OK.”


When the provider starts the visit the icon below will appear to load the video connection.


During the Visit

When the visit is set to start, a separate window will open.

At the start of the visit you and the provider will appear on screen.

During the visit, you can chat with your provider. Enter content and press “Send.”

Patient

Provider


If the video feed lags, you can click “Refresh Video.” If audio fails during your visit, click “Call Me” to

continue over the phone.


Ending the Visit When the provider indicates that the visit is about to end, click “End Visit” at the top right of your screen.

Be careful not to click the Red X which will close your browser before the visit ends. A screen will pop up

asking if you are sure you want to end the visit. Click “End Visit” on the pop-up screen.

A Thank You page will show at the conclusion of your visit. DO NOT Click any of the boxes. Click Done.


If you choose to view the summary in HHC Now, you will receive a blank template pictured here. A

formalized summary can be found in your MyChart Account. If you do not have MyChart, your After Visit

Summary will be mailed to you.

Date, Time and

Length of Visit

Transcript on text

conversation with

the provider

Generic code used

by HHC Now. The

code does not

reflect the

Headache Center’s

standard diagnosis

and procedure

codes

Cost will always

display $0.00 in the

template. Headache

Center will contact

you for payment.

Topics you entered

at the beginning of

the visit to be

discussed with the

provider.


Satisfaction Survey

Following each telehealth encounter, you will receive an email to complete a satisfaction survey. Your

feedback tells Hartford HealthCare where to focus quality efforts and how to improve your experience.

1. For Type of Visit, select “Headache Center.”


Appendix

Specifications Needed for Telehealth

Video Recommendations

Users will be required to download the enhanced video client prior to starting a visit. This can be

performed during the “Test My Computer” exercise. Otherwise, users will be prompted to download the

client before the visit begins. To help reduce the risk of video issues, ensure that there is no conflicting

software running in the background that can cause issues with enhanced video. This includes other

applications that may try to use your webcam (e.g., WebEx, GoToMeeting, Skype, etc.). Be sure that you

have completely quit or exited out of any of these applications prior to starting your visit.

If you experience issues connecting with enhanced video, contact your internet service provider to ensure

the network is configured correctly to allow enhanced video to operate.

Web Access (PC/Mac/Laptop)

For access via the web, ensure that your workstation meets the requirements below.

Operating Systems:

o Windows: 7, 8, and 10

o Mac: OS X 10.6 “Snow Leopard” or later (Intel CPUs only)

o NOTE: Linux OS (including Chromebook devices) are not supported

Adobe Flash Plug-In v10.1 or greater installed

* Firefox users must have the latest version of Flash installed. Visit the following website to check

for the latest version available: http://get2.adobe.com/flashplayer/

Adobe Reader 7 or greater installed

USB or built-in webcam (required for two-way video during web visits)

Audio – to minimize feedback use headphones, or a headset with built-in microphone

Connectivity

To test your internet connectivity, Click “Test My Computer” in the primary navigation bar. Follow the

on-screen instructions. For the best experience when using Hartford HealthCare Now on the web, high-

speed broadband Internet access (e.g., cable, DSL) is recommended.

A minimum bandwidth of 1 Mb/s upload/download is required. However, bandwidth of 3 Mb/s is

recommended for optimal experience

For the best video quality, connect via a “wired” Internet connection.

Browsers

Hartford HealthCare Now can be accessed from the web using any of the browsers listed below. Both

JavaScript and Cookies must be enabled in the browser settings.

Google Chrome (latest version recommended; one version prior supported)

o Visit: http://www.google.com/chrome

Mozilla Firefox* (latest version recommended; one version prior supported)

o Visit: http://www.mozilla.org/en-US/firefox/new/

Microsoft Internet Explorer (PC ONLY: minimum v9.0; maximum v11)

o Visit: http://windows.microsoft.com/en-US/internet-explorer/products/ie/home

o In order to support TLS 1.1 and TLS 1.2, Windows 7 or newer is required. Review the

Enabling TLS 1.1 and TLS 1.2 in Internet Explorer article to enable TLS 1.1 or higher

encryption. Windows Vista and older operating systems, such as Windows XP, are

not compatible with TLS 1.1 or higher encryption.

Safari (Mac ONLY: latest version recommended; one version prior supported)

o Visit: http://www.apple.com/safari/download/

http://get2.adobe.com/flashplayer/

http://www.google.com/chrome

http://www.mozilla.org/en-US/firefox/new/

http://windows.microsoft.com/en-US/internet-explorer/products/ie/home

http://www.apple.com/safari/download/


Provider Credentials Name Credentials Phone State(s)

Licensed in

Brian Grosberg MD 860-231-0719 CT, NY

Andrea Murphey APRN 860-231-0715 CT

Abigail Chua DO 860-231-0715 CT

Brooke

Pellegrino

PHD 860-231-0717 CT, NY

Sheena Mehta PA-C 860-231-0715 CT

Frequently Asked Questions

What if I am running late to my telehealth appointment?

If you are running late for your telehealth appointment, call the Headache Center at 860-696-2925.

What if sound does not work or I have trouble connecting?

If sound does not work, check to make sure the speakers are turned on and the volume is up on your

computer. If audio still does not work, contact the Headache Center at 860-696-2925.

What if I miss my appointment?

If you miss your appointment, you may see the message below. Call the Headache Center at 860-696-

2925 or email at [email protected] to reschedule your appointment.

mailto:[email protected]

headache center - hartford healthcare library/services/pdfs... · 2017. 8. 22. · headache center|...

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