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1:1 Online Appointments FAQ

Here are some frequently asked questions and answers about Jane’s 1:1 Online Appointments feature.

If you’re using an iOS device (iPhone or iPad), and already have the app downloaded, but you’re experiencing quality or connection issues, please be sure that your app is up to date. You can click here to be taken to the App store.

If you haven’t seen them already, we do have a few other dedicated guides that may come in handy on setting up, joining, and troubleshooting your 1:1 Online Appointment session.

Feel free to scroll through the questions or click directly on one of the questions below:

What Browsers and Devices are currently supported?

1:1 Online Appointments is currently supported and best experienced on a computer, laptop, or Android device with Chrome. If you’re on an iOS device (iPhone, iPad) you will need the Jane Online Appointments app which is available on the Apple App Store.

Check your internet connection at fast.com. You will need a result of 15Mbps or higher. If you’re seeing a number measured in Kbps, that’s not good news. If your internet connection isn’t great, you will have the option to shut off the video and do an audio-only session.

📣 Heads up: If you’re using an iPhone, iPad, or mac with iOS 17 or macOS Sonoma installed, then Apple’s Reactions feature is enabled on your device by default. Reactions makes emojis appear onscreen when certain hand gestures (like a thumbs up) are made by participants in a video call.

Below are instructions to disable Reactions on your device. You’ll need to disable the feature on each device you use for video calls. If your client is using an Apple device with iOS 17 and macOS Sonoma installed and they don’t want to use Reactions, they’ll need to disable it on their device as well.

On Mac:

  1. Check to see if you’re running iOS 17 or macOS Sonoma. If you aren’t, then you don’t need to complete the other steps until you’ve updated your device.

  2. To disable Reactions, you need your camera to be in use. A simple way to do this is to open FaceTime and start a video call.

  3. Click the Video button in the menu bar, and then click Reactions.

On iPhone/iPad:

  1. Check to see if you’re running iOS 17 or macOS Sonoma. If you aren’t, then you don’t need to complete the other steps until you’ve updated your device.

  2. To disable Reactions, you need your camera to be in use. A simple way to do this is to open FaceTime and start a video call.

  3. After that, swipe down from the top right corner of the screen to bring up the Control Center. (Note that if you have an iPhone/iPad with the Home Button, you will need to double-press the Home button to show the Control Center).

  4. Now, tap on Video Effects

  1. Finally, tap on the Reactions button to turn it off.

The button should look like this once it’s turned off:

Are 1:1 Online Appointments secure and PIPEDA & HIPAA compliant?

Yes, all calls are GDPR, HIPAA, and PIPEDA compliant. To learn more, check out our Online Appointments and Privacy Laws guide.

Will I be able to record audio or chat communication?

Video, audio or chat communication cannot be recorded during a 1:1 Online Appointment session. This approach ensures that this feature remains HIPAA compliant and addresses major privacy concerns around Online Appointments posed by clinics.

What is the pricing for your 1:1 Online Appointments feature?

The 1:1 version of Jane’s Online Appointments is included in all pricing plans, at no extra cost.

Does Jane offer Online Appointments for Groups?

Yes, we do have an Online Appointments for Groups feature which is available at $15 per month per practitioner. You can read more about our Online Appointments for Groups feature here.

Do you know whether patients are eligible to submit insurance claims for Online Appointments for my discipline and location?

Some appointment types, depending on discipline are covered by third-party insurance payers. We would recommend checking in with your professional association OR the insurance company directly for the most accurate and up-to-date information on which appointment types are eligible for reimbursement and how to code and submit them. As you learn new info we’d love to hear about it! We will take what everyone learns and amalgamate it into a community database.

Due to the rapid nature of the initial launch of Jane’s 1:1 Online Appointments, the consent form that is shown prior to the session is not modifiable at this time. There may be additional consent requirements set out by your local regulatory body and we recognize the importance of ensuring that this form can be customized. Although unavailable right now, this will be something that we look to implement in a future iteration of this feature.

In the meantime, some clinics have set up a separate consent form under Settings > Forms > Intake Forms that is sent to the client prior or during the session.

💡Pro Tip: If you wanted this form to be sent out automatically to clients who book a video conference session for the first time, you could specify the 1:1 Online Appointment treatments out of all your Session offerings.

Here’s how it could look in the General tab of your new consent form:

Then in the Appointment Type tab, you can select the specific session(s) you created for the 1:1 Online Appointment session.

If you would like to collect this consent prior to each session, you could set the form to be triggered manually, instead. Prior to the appointment, you will be able to send off the form via the client’s profile. This would follow a very similar process to what is described in our guide on Using Intake Forms for Consent to Treatment.

Alternatively, a provider could read out any additional consent items required to your client during the call and document their verbal consent in a designated section of your chart note for the session.

Not at this time. As we continue to improve the consent interface for 1:1 Online Appointments feature, we intend to make sure that these consents are documented somewhere within the Jane platform. However, you cannot join a session without confirming the consent so joining a session indicates that consent was obtained.

Please see the question above, “Is the consent form shown prior to the session modifiable?”, for some alternatives on collecting and documenting consent in the meantime.

Will I be required to set up a separate set of sessions to facilitate audio/video calls?

Yes, at this time we would recommend that you set up a separate set of sessions for any session types that 1:1 Online Appointments.

For example, your session set-up may end up looking something like this:

  • In-Person Counselling Session (60-minutes)
  • Online Session (60-minutes)

In case it comes in handy, here is our step-by-step guide on Setting Up 1:1 Online Appointments in your account.

Can my patients prepay for their appointment / is there a way for them to add their credit card on file online?

If you’re using Jane Payments, you can set an Online Booking Payment Policy. This allows you to charge for a session in full, take a deposit, or just collect credit card information when your clients book online. Your clients can also add a credit card from their client profile after they’ve booked online, or at any other time, through their client portal.

If you don’t have Jane Payments set up yet, don’t worry! You can still generate and download an invoice for the session to send to your client.

Here’s a helpful guide on how you get started collecting payments for Online Appointments with each approach.

Does the practitioner need to join the call first or can the client start the call?

Either party can join the call first. If your client joins the call first, a green badge will appear on their appointment saying, ‘Client is waiting’.

When you join the call, you’ll see an Admit Client button that you can use the let them into the call.

When the client joins the call, they will enter a private waiting area— we’ve fondly named this the “Knock Knock” feature. 😉 They’ll see a message confirming their appointment details and letting them know their practitioner will admit them shortly.

If you enter the call before your client, there will be a chime 🔔 to let you know when they have arrived. The Admit Client button will light up blue and you can admit them whenever you’re ready.

The call will remain open indefinitely while at least one person is on the call. Either party will be able to join the call an hour before the appointment and up to an hour after.

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