FAQs

Patient:

iOS – 

  1. Go to Settings > Passwords 
  2. Make sure the autofill toggle button is turned on.
  3. Tap on the + icon.
  4.  Fill out the website totalcaretelemed.com/patient along with your credentials. 
  5. Once you are done, reopen the app.
  6. Tap on the enter your email then tap on passwords above the keyboard. You should see the credentials.

Android – 

  1. Go to Settings > Google > Autofill > Autofill with Google
  2. Make sure Use Autofill with Google button is turned on. 

Chrome – 

  1. Open Chrome on the web.
  2. At the top right, click your Profile > Passwords with key symbol.
  3. Make sure Auto sign-in is turned on.

Firefox – 

  1. Open Firefox on the web.
  2. At the top right, click on the three horizontal lines to open the menu panel.
  3. Then click on Logins & Passwords. 
  4. At the top right, click on the three dots > Options.
  5. This will take you to Privacy & Security. Make sure all the options for Autofill are checked.

Microsoft Edge – 

  1. Open Microsoft Edge on the web.
  2. At the top right, click on the three dots > Settings > Profiles > Passwords.
  3. Make sure Sign in automatically is turned on.
  • By entering a new credit card in your payment settings, it replaces your previous card on file.
  • Family members can only join calls through smartphones & web as well. Please make sure the notifications are enabled.
  • You can add a new credit card. After that is done, all your next appointments will go on the new cc.
  • www.totalcaretelemed.com-> Contact us -> link to another page with all contact info.

  • This is solely your clinician’s decision. Please get in touch with your clinician for any questions.
  • You need to give it at least 30 minutes and check back again.

Make sure you have –

  • Cleared the cache.
  • Make sure the patient is on a secure connection (https://)
  • Make sure all permissions are granted. Refer Q3.
  • Neither the patient nor the clinician is on mute mode.

Anytime you see such an issue make sure that the patient has –

  • Cleared the cache.
  • Make sure the patient is on a secure connection (https://)
  • Make sure all permissions are granted. Refer Q3.
  • Make sure you are not using internet explorer
  • It differs from clinician to clinician. Please check with your clinician for the same.
• Permissions – If you want to debug for something that’s not working, make sure that all the permissions are granted
• Android – Settings->Apps & notifications-> TotalCare Patient App-> PermissionsOn the App permissions page, make sure the following permissions are on:• Camera• Location• Microphone• Storage
• IOS: Settings -> Scroll until you see the TotalCarePatientApp -> Edit location and notification settings
  • Past appointments are updated daily. Any appointments from the day of (successful, canceled, rejected, etc)  will be listed in the “Past Appointment” view after 24 hours.
  • Pre-screening questions can be asked as early as 4 hours before the appointment but your clinician might not be able to answer it given the paucity of time.
  • It is advisable to ask such Q’s before 24 hours

  • You can only chat with the clinicians after adding them as your primary clinician or a specialist.
  • Do not expect an instant response from clinicians. Clinicians will respond at their own leisure. Do not send any urgent requests through the chat.
  • Yes. Patient will be kicked out of the waiting room 15 minutes after the beginning of your appointment time slot.
  • If the call never happened you will not be charged.
  • Please contact your clinician for further actions
  • Notifications do not work on Safari. Please use Chrome, Firefox or Microsoft Edge. 
  • Make sure notifications settings are turned on. Instructions to turn on notification for specific browsers are listed below.
  • Make sure you are logged out from another device. You can only be logged into one device at a time.

Google Chrome

  1. Select on the vertical three dots in the top-right corner of the application. A drop-down menu should appear.
  2. Look for the line that says Settings, and click on it. The settings tab has opened.
  3. Find the search bar in the center of the screen and type in site settings
  4. Select View permissions and data stored across sites under the header All Sites. A list of websites that you have visited appears.
  5. Find totalcaretelemed.com in the list.
  6. Next to the website name, there are three vertical dots. Select the dots, then click on the line that says Clear under it.
  7. You have just cleared the permissions for the site. Return to TotalCare, and try again.

When you open the website after clearing the permissions, a popup will appear, asking to display notifications. You must click allow in order to receive notifications.

Firefox

  1. Click on the three lines icon in the top right of the application.
  2. A drop down menu should appear. Look for the line that says Options, and click on it.
  3. On the left side of the screen, find the header that says Privacy & Security, and click on it.
  4. Scroll down to the header titled Permissions. Underneath it is a subheader titled Notifications.
  5. To the right of the subheader titled Notifications, click on the button titled Settings….
  6. Shown is a list of websites that you have permissions for. Find totalcaretelemed.com.
  7. To the right of the website name, there is a column titled status. Click on the button and select Allow.

Microsoft Edge

  1. Select on the vertical three dots in the top-right corner of the application. A drop-down menu should appear.
  2. Look for the line that says Settings, and click on it. The settings tab has opened.
  3. Under Settings, a list of tabs appear. Select site permissions.
  4. A list appears. Click on the forward arrow for the notifications.
  5. Allow tab appears. You can add https://totalcaretelemed.com/ to enable the notifications. 

  • Please review all app notifications and ensure that they are all enabled after downloading the app.
  • Make sure notifications settings are turned on.
  • Make sure you are logged out from another device. You can only be logged into one device at a time.
  • Check your battery settings and permission settings. Don’t put your phone on battery saving mode as you won’t receive notifications or alerts.
  • Alerts are sent on the mobile device you last used. So, login and logout of the device you intend to get notifications. This device will be noted in the database and all future alerts will be directed to this device
  • Android – Login to TotalCarePatient App -> Home -> More-> About
  • IOS – Login to TotalCarePatient App -> Home -> More -> About
  • Web – https://totalcaretelemed.com/ – “About” – on the top right of the landing page.

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Clinician:

  • Please delete the current insurance and add a new one.
  • Appointment past due refreshes after 24 hrs. So the color code as well as reflection of appointment in ‘Other’ tab refreshes after 24 hours.
  • Past appointments are updated daily. Any appointments from the day of (successful, canceled, rejected, etc)  will be listed in the “Past Appointment” view after 24 hours..
  • Notifications do not work on Safari. Please use chrome, firefox, or windows 10. 
  • Make sure notifications settings are turned on. Instructions to turn on notification for specific browsers are listed below
  • Make sure you are logged out from another device. You can only be logged into one device at a time.

Google Chrome

  1. Select on the vertical three dots in the top-right corner of the application.A drop-down menu should appear.
  2. Look for the line that says Settings, and click on it. The settings tab has opened.
  3. Find the search bar in the center of the screen and type in site settings
  4. Select View permissions and data stored across sites under the header All Sites. A list of websites that you have visited appears.
  5. Find totalcaretelemed.com in the list.
  6. Next to the website name, there are three vertical dots. Select the dots, then click on the line that says Clear under it.
  7. You have just cleared the permissions for the site. Return to TotalCare, and try again.

When you open the website after clearing the permissions, a popup will appear, asking to display notifications. You must click allow in order to receive notifications.

Firefox

  1. Click on the three lines icon in the top right of the application.
  2. A drop down menu should appear. Look for the line that says Options, and click on it.
  3. On the left side of the screen, find the header that says Privacy & Security, and click on it.
  4. Scroll down to the header titled Permissions. Underneath it is a subheader titled Notifications.
  5. To the right of the subheader titled Notifications, click on the button titled Settings….
  6. Shown is a list of websites that you have permissions for. Find totalcaretelemed.com.
  7. To the right of the website name, there is a column titled status. Click on the button and select Allow.

Microsoft Edge 

  1. Select on the vertical three dots in the top-right corner of the application. A drop-down menu should appear.
  2. Look for the line that says Settings, and click on it. The settings tab has opened.
  3. Under Settings, a list of tabs appear. Select site permissions.
  4. A list appears. Click on the forward arrow for the notifications.
  5. Allow tab appears. You can add https://totalcaretelemed.com/ to enable the notifications.
  • Please review all app notifications and ensure that they are all enabled after downloading the app.
  • Make sure notifications settings are turned on.
  • Make sure you are logged out from another device. You can only be logged into one device at a time.
  • Check your battery settings and permission settings. Don’t put your phone on battery saving mode as you won’t receive notifications or alerts.
  • Alerts are sent on the mobile device you last used. So, login and logout of the device you intend to get notifications. This device will be noted in the database and all future alerts will be directed to this device.
  • Please check your state of practice (Teleconsultant state) in the profile section under Edit professional info. Your service must be provided at the patient’s state of residence. Otherwise, they will not see you.
  • Please check your availability and holidays. The patient will not be able to see you during hours/days you are not working
  • Please wait for 30 60 seconds for the following pop-up message “Patient disconnected. Was the call complete?
  • Clicking yes will end the appointment and direct you to the invoice
  • Clicking no will allow the patient to re-enter the waiting room and resume the appointment
  • When recording an appointment make sure the recording button turns red. This indicated the recording took place. You have to end the call directly when done once you start recording. DO NOT click the recording to stop, it will erase the video.
  • To access the recording, go to the appointment details.
  • Please wait about an hour for the video recording to be posted
  • Please use mobile apps on android, iOS or switch your browser to chrome or firefox if you are using safari.

  • For now, patients can add a video that is less than 5mb in size. You can try changing the resolution of the camera.
  • Any notification on the web is also displayed on the patient’s mobile device, that was last used. You should download an app on their phones and login at least once. That’s kind of a requirement otherwise all these alerts will get lost.

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