Current: 12/13/24

Athena Telehealth Readiness Checklist:

• Verify patient has correct mobile phone and email address listed within the patients chart quickview. 
  • Update as necessary.
    • WHY – Telehealth links are sent to patients via text and email.
• Review patient appropriateness in sticky note/chart alert – located in patient information banner.
  • IF a patient has been given an “inappropriate” status or is ineligible for telehealth it will be listed here.
• Review browser requirements with patient
  • Desktop – Patient Facing
    • Google Chrome (latest three versions), for macOS and Windows
    • Microsoft Edge (chromium-based, version 79 and later), for Windows
    • Safari (version 12+) on macOS
    • Firefox (latest three versions), for macOS and Windows
  • Mobile – Patient Facing
    • Google Chrome on Android (latest three versions)
    • Samsung Internet Browser (version 12+) on Android
    • Safari on iOS 12+
      • Important: athenaTelehealth is not supported on other browsers (such as Chrome) on iOS, because those browsers do not support WebRTC.
  • Brower requirements for patients
    • The athenaTelehealth patient experience is available for any video-enabled desktop or mobile device through a Web browser.
    • For the mobile experience, patients can use the Chrome browser on Android devices or the Safari browser on iPhone devices.
    • Patient must allow the athenaTelehealth app access to their device's camera and microphone.

Step-by-step instructions for Patient:

• Regardless of the type of device the patient uses to join the athenaTelehealth visit, patients see controls to:
  • Join or Leave the call. Patients can clinic the following buttons.
  • Adjust patient audio and video settings
    • Click Test your speakers to initiate a sound test and adjust the volume of your speakers as needed.
    • Microphone — Change your audio source and check your audio preview.
    • Camera — Change your video source and check your video preview.
    • Report a Technical Issue — Both practice staff and the patient can click this link while previewing their video and during the athenaTelehealth visit to report issues to athenahealth
    • After a member of the practice (SCC STAFF) joins the call, the patient will also see these controls
• Pre-Appointment device check workflow for a patient:
  1. When Patient opens the link to the troubleshooting web application, the app automatically checks the web browser she opened for compatibility. She is on a supported browser so she sees the following message, "Great, you're on a supported browser."
  2. Patient notices options for English-language or Spanish-language text.
  3. She selects the Eng icon for English-language.
  4. Patient clicks the "Start device check" or "Got it, let's start button".
  5. Speaker Test — The audio output automatically defaults to the device. Patient clicks the downward arrow and selects an alternate audio output device, her headphones.
  6. A test sound initiates.
  7. Patient clicks Yes, I hear it.
     • Important: If she does not hear the test sound, she can click No, I don't and a set of device-specific troubleshooting steps display at the bottom of the page.
  8. Microphone test — Patient clicks the downward arrow and selects her headphones with a built-in microphone.
  9. She tests the microphone and sees the audio bar move.
  10. She clicks Yes, I see it.
      • Important: If she does not see the audio bar move, she can click No, I don't and a set of device-specific troubleshooting steps display at the bottom of the page.
  11. Camera test — The setting automatically defaults to her device's built-in camera. Patient clicks the downward arrow and selects her usb-attached webcam.
  12. Patient sees herself in the window.
  13. She clicks Yes, I see myself.
      • Important: If she does not see herself, she can click No, I don't and a set of device-specific troubleshooting steps display at the bottom of the page.
  14. The next page appears with a message saying, "Good job! You're all set. We look forward to seeing you at you appointment time. You may close this window."
  15. Patient closes the window.
  16. Note: Your patient can click Still got questions? Visit our FAQ to display the full Telehealth FAQ & Troubleshooting page.