1. If doctor cannot see/hear the patient:
- Start with asking the doctor if he/she is already on the virtual clinic page already.
- Ask if the 4th button (call/green button) was already pressed and is already red on their end.
- If yes, ask what device (OS, type, brand/unit).
- If Android - Confirm if Chrome browser is used
- If iOS/Apple - Confirm if Safari browser is used
- Ask if browser is already updated, and if OS/device software is already updated. Also, kindly request from the doctor to ask the patient's device if possible.
- Determine if the patient's device is compatible with our system.
- If still not working, ask a screenshot from the doctor for the software version of the doctor's device.
- Forward to Dev Team/Escalation Team
- For the meantime, kindly inform the doctor of the support situation and kindly suggest to him/her to use the Live Chat with patient feature while waiting.
2. If patient cannot see/hear the doctor:
- Start with asking the patient if he/she is already on the virtual clinic page already.
- Ask if the 4th button is already red on their end.
- If yes, ask what device (OS, type, brand/unit).
- If Android - Confirm if Chrome browser is used
- If iOS/Apple - Confirm if Safari browser is used
- Ask if browser is already updated, and if OS/device software is already updated.
- If still not working, ask a screenshot from the patient for the software version of the patient's device.
- Forward to Dev Team/Escalation Team
- For the meantime, kindly inform the patient of the support situation and kindly suggest to him/her to use the Live Chat with doctor feature while waiting.