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CLICKDOC FAQ

You have questions? We have the answers.

FAQ

Why should I try video consultation?

Why are you doing the campaign?

Video consultations help to protect patients, doctors and employees in medical practices, prevent further infections and at the same time ensure medical care for the population. CompuGroup Medical SE (CGM) is therefore providing doctors and patients with CLICKDOC Video Consultation for the time being free of charge - an immediately applicable solution to help you support your patients during the crisis.

How can CLICKDOC Video Consultation help?

How can CLICKDOC Video Consultation help?

The video consultation is the fastest, easiest and safest solution for all sides to communicate with potentially infected or sick patients. By using a video consultation, the doctor can protect his patients and his team, as well as himself and his own family from infection. As of now, CGM South Africa is making CLICKDOC Video Consultation available to all doctors free of charge in this acute crisis. The solution is immediately ready for use. The only prerequisite for use is registration to receive a user ID by email. A download or installation is not necessary.

How can I get CLICKDOC Video Consultation for my practice?

How can I get CLICKDOC Video Consultation for my practice?

You can get your free access for CLICKDOC CONSULTATION at: www.cgm.com/za-telehealth

Once you have registered via the Sign Up form , you will receive an email.

Open the email, click on the activation link and complete your registration. Your CLICKDOC account will be activated within the next 5 minutes. You will then receive a confirmation email.

Once you received your email, you can start your first digital consultation immediately, by accessing CLICKDOC Video Consultation.

If you have not received the email, please have a look in your spam / junk mail folder.

How do I install CLICKDOC Video Consultation?

How do I install CLICKDOC Video Consultation?

CLICKDOC Video Consultation runs as a web app in the browser. For you this means: no download, no installation, no problems.

You can access the tool by logging in at https://videoconsultation.clickdoc.co.za.

Before you log on to CLICKDOC Video Consultation, please make sure that no other programs are open on your computer that access your camera and microphone.

Enter your login data (user name, password) in the form field "Login for registered users" and click on "Register". If the form field is not displayed directly, click on the "Login for registered users" button on the right.

In order to check the camera, microphone and internet connection, a one-time system check is carried out when CLICKDOC Video Consultation is used for the first time.

After successfully completing this system check, you can use the tool without restrictions.

Is CLICKDOC Video Consultation really free of charge?

Is CLICKDOC Video Consultation really free of charge?

We are providing CLICKDOC Video Consultation free of charge in this acute crisis from 03.04.2020.

You only pay for the internet access required for this in your practice and, if not already available, the costs for a webcam.

How long is CLICKDOC Video Consultation free of charge?

How long is CLICKDOC Video Consultation free of charge?

CLICKDOC Video Consultation can be used free of charge until 30.06.2020 to support doctor's during the pandemic crisis.

The period of use then expires automatically; you do not need to cancel your account.

Are there any hidden costs my practice will face when using CLICKDOC Video Consultation?

Are there any hidden costs my practice will face when using CLICKDOC Video Consultation?

None as CGM SA will carry the costs for SMS messages you send to patients if you use this facility.

What will happen to my account once the special offering from your side is finished?

What will happen to my account once the special offering from your side is finished?

We will contact you before the special offering is finishing. You can then sign up for a maintenance contract in order to continue using CLICKDOC. We are in the process of determining the final pricing package and will publish this shortly.

If you do not wish to proceed with CLICKDOC your licence will expire automatically with no obligations.

Will I get reimbursed by the scheme when I use CLICKDOC Video Consultation?

Will I get reimbursed by the scheme when I use CLICKDOC Video Consultation?

Yes, various schemes have communicated teleconsult ICD10 codes for use of this consultation medium.

Additionally, In view of the current situation, the Health Professions Council of South Africa (HPCSA) have lifted the limitation regulations for video consultations. This means that there does not necessarily need to be an established practitioner-patient relationship at the time of the first video consultation, which was previously a requirement.

Can Dental practitioners use this and be reimbursed?

Can Dental practitioners use this and be reimbursed?

Yes. As per HPCSA & SADA, it is suggested for initial patient contact to determine whether emergency or elective treatment is required or referral to another service provider. Limited intraoral examination is possible. Code 8104 may be billed. The Dental profession is also able to support in screening and referral of potential COVID-19 cases.

What is the difference between CLICKDOC and for example Zoom or What's App?

What is the difference between CLICKDOC and for example Zoom or What's App?

Zoom and What's app are not 100% secure when it comes to data protection and privacy. What's App belongs to Facebook which is in the media for a long time already as it is not always compliant to data privacy regulation. Zoom also recently for the same reason. Especially in the medical field data security and data protection is of very high importance.

CLICKDOC Video Consultation does comply with data protection laws in Europe, the USA as well as in South Africa. It is fully encrypted for secure consultations. Using CLICKDOC you will see that a security key gets generated every time you access the solution.

Furthermore, CLICKDOC allows a secure contact with a referral Specialist in the consultation if required. It also has a waiting room facility for patients to only contact you in the time period you have provided to them with this application.

Does CLICKDOC Video Consultation need a WiFi connection?

Does CLICKDOC Video Consultation need a WiFi connection?

No, there needs to be a stable internet connection. CLICKDOC Video Consultation works with smartphones, for example, via the mobile network of the mobile phone provider (LTE). With laptops and PCs, a connection can also be established via LAN. An internet connection via WLAN is therefore not absolutely necessary.

Is CLICKDOC Video Consultation really secure in terms of data privacy?

Is CLICKDOC Video Consultation really secure in terms of data privacy

CompuGroup Medical (CGM), the company providing CLICKDOC has been a reliable partner in the security of medical data for many decades. CGM makes no compromises when it comes to handling sensitive data. Both data transmission and storage are subject to the latest standards and are subject to constant reviews. The CGM servers are located in Germany, a country with one of the highest security standards in the world.

What bandwidth is required for a video consultation?

What bandwidth is required for a video consultation?

The best results are achieved with a bandwidth from 6 Mbit / s. If there is no WIFI connection available with this minimum bandwidth, an LTE connection via a mobile network can also be used.

Important NOTE:

When using mobile data, you can switch off the video in order to reduce the data usage.

How much data is used during a vide consultation?

What bandwidth is required for a video consultation?

This strongly depends on the number of participants as well as additionally exchanged files etc. During a video consultation of about 10 minutes (two participants, from laptop to laptop), the following values were determined on average:

• Video bytes sent: +/- 120.00 MB

• Video bytes received: +/- 120.00 MB

• Audio bytes sent: +/- 3 MB

• Audio bytes received: +/- 2 MB

A total of around 245 MB is therefore required for a 10-minute video consultation.

How long does it take to activate my account?

How long does it take to activate my account?

Your account activation is instantly. When you register you will receive an email to confirm your email address. Once completed, you will have received an email that you can start using CLICKDOC Video Consultation.

I want to reduces the usage of data during a consultation. How can I do this?

I want to reduces the usage of data during a consultation. How can I do this?

When you switch off the camera the data usage will be reduced by about 50%.

I received the email to activate my account, but I still don't have the access code.

I received the email to activate my account, but I still don't have the access code.

An access code is only required for the login by the patient. As a registered doctor, go to https://videoconsultation.clickdoc.co.za and then click on "Login for registered users". A mask then opens in which you can enter your user name and password and log in.

What do I need to be able to use CLICKDOC Video Consultation?

What do I need to be able to use CLICKDOC Video Consultation?

To use CLICKDOC Video Consultation, you only need the following components:

• Computer, laptop or tablet with an internet connection

• Webcam

• microphone

• Speakers / headphones

These components are already integrated in most laptops and tablets or they can be purchased.

Please keep in mind that the quality of your video image strongly depends on the quality of the camera used and the internet connection. Despite the integrated webcam, it can be advantageous to connect an external webcam of higher quality to the end device. If you use an external camera and / or an external microphone, please connect it to your device before opening the Internet browser and logging into CLICKDOC Video Consultation. Otherwise there may be an error that the external components are not directly recognized by the tool. To install an external camera or microphone, please follow the manufacturer's instructions for use.

Which internet browser is recommended?

Which internet browser is recommended?

We do recommend using Google Chrome. The system does not work on Internet Explorer.

When using iOS we recommend SAFARI (from Version 11).

My practice PCs don't have a camera. Can I also run CLICKDOC Video Consultation on my mobile phone?

My practice PCs don't have a camera. Can I also run CLICKDOC Video Consultation on my mobile phone?

Yes, you can in principle conduct CLICKDOC Video Consultation on your mobile phone, but not with full functionality. We therefore recommend a tablet as an alternative. You can then make full use of all functionality.

I forgot my user name, where can I get it from?

I forgot my user name, where can I get it from?

After your account has been activated for CLICKDOC Video Consultation, you will receive an e-mail with information about the activation in which your user name is listed. If you can not find this e-mail anymore, contact us and we will resend your user name to you.

The password for your user name was assigned by yourself in the registration form and cannot be accessed by us. In order to create a new password, you need to go to www.videoconsultation.clickdoc.co.za and click the forgot password button.

I forget my password; how can I get a new one?

I forget my password; how can I get a new one?

You can reset your password. Go to the CLICKDOC Video Consultation login mask via the link and select the "Login for registered users". Then click on "Forgot password?". After entering your user name, an email will be sent to the email address you provided, which contains a link to capture your new password.

Where can I change my username and password?

Where can I change my username and password?

Log in to CLICKDOC Video Consultation and select the menu item "My Profile" in the menu bar on the left. Then click on "Change" in the Login data section and enter your changes.

Can every patient attend my video consultation?

Can every patient attend my video consultation?

No, only patients who receive an access code from you can attend the video consultation.

How do my patients get access to my digital waiting room in CLICKDOC Video Consultation?

How do my patients get access to my digital waiting room in CLICKDOC Video Consultation?

Select the menu item "Access codes" in the left menu bar. In the upper right corner of the screen you will find the "New +" button. Enter the patient's first and last name and then select the validity. After you have saved the entries, the personal access code for the patient is displayed. You can tell the patient the access code or send the code by SMS or email stating the agreed appointment period. This has the advantage that the patient can read the instructions and simply follow the instructions in the email or SMS at the time of the appointment.

How does a digital video consultation work?

How does a digital video consultation work?

You log into your CLICKDOC Video Consultation via the following link https://videoconsultation.clickdoc.co.za.

Click on the left item menu "Waiting Zone". When a patient is in the waiting room his name will be displayed with a small camera symbol. You need to click on the camera symbol in order to call the patient and start the consultation.

The patient in turn opens the link from his confirmation e-mail and dials into the digital video consultation with his name. When he opens the link from the email, the access code will automatically be placed in the matching fields on https://videoconsultation.clickdoc.co.za

If no patient is waiting in your digital waiting room you will see displayed "the waiting room is currently empty".

After logging in to CLICKDOC Video Consultation, the patient only sees a white screen on his smartphone. What can that be?

After logging in to CLICKDOC Video Consultation, the patient only sees a white screen on his smartphone. What can that be?

The device or the iOS or Android version installed on the phone is probably too old. Your patient should try again on another device or update his iOS / Android version.

Can I record a consultation on CLICKDOC?

Can I record a consultation on CLICKDOC?

No, at this stage it is not possible to record a video consultation on CLICKDOC. The solution was developed according to the guidelines of the Association of Statutory Health Insurance Physicians and recording of sessions is not allowed according to their data privacy regulations. In general, when recording a session, you should always ensure that the recording is stored in a 100% secured space that complies with the POPI act as a doctor to patient consultation contains sensitive data and information.

We will look into recording of a session as a feature for future development.

Can I make notes from my consultation in CLICKDOC directly?

Can I make notes from my consultation in CLICKDOC directly?

No, this is not available at this stage. You will have to make notes regarding the consultation as per usual method in your health record system or billing system.

Is there a payment link integrated in CLICKDOC?

Is there a payment link integrated in CLICKDOC?

No, at this stage there is no integrated payment link. We will look into this as a future development.

Can I add a patient as a contact?

Can I add a patient as a contact?

No, this is not possible. You can only add a doctor to your contacts who already has an active doctor CLICKDOC account. Patients can only be invited via personalised access codes.

How do I add a contact?

How do I add a contact?

Go to the menu section, click on "contacts" on the left-hand menu. You can add a contact by clicking on the right button that indicates a "plus". Then you can search for the name of the doctor you want to add.

My colleagues can not find me when they search for me in the contact search?

My colleagues can not find me when they search for me in the contact search?

If you want that your colleagues can find you on the list of healthcare practitioners, you need to allow visibility in the contact search. Go to "Settings" and allow visibility.

I do not appear in the contact search when someone searches for me via email or city?

I do not appear in the contact search when someone searches for me via email or city?

The functionality to search via e-mail or city is not possible at this stage. Only the search via name is functional currently.

My patient can log in to CLICKDOC Video Consultation, but his video image is not displayed. What should I do?

My patient can log in to CLICKDOC Video Consultation, but his video image is not displayed. What should I do?

When starting the video consultation via a mobile device, the patient is usually asked to allow access to the device's camera. He must allow this access so that his picture can be transmitted. Possibly. access to the camera must generally be permitted in the device settings.

How can I get training on this application?

How can I can training on this application?

Log onto the website www.cgm.com/za-telehealth

Training videos are provided and very soon we will have time slots for training webinars

I have never done a video consultation before. How does it work?

I have never done a video consultation before. How does it work?

Video Consultation is different to the consultation in the offcies. But you will get used to it quickly. We put together a guide to a succesful video consultation here .

Are the calls I made with patients or other doctors logged for future reference?

Are the calls I made with patients or other doctors logged for future reference?

Yes, CLICKDOC logs your calls made for future reference. On the left side menu you will find "Statistics".
Every call you made is logged here as follows:

  • Date
  • Beginning and End
  • Duration
  • Caller: this will be you
  • Participants
  • Beginning and End

Participants are defined as follows:

  • Yourself displayed as "You"
  • Patients are displayed anonymously as "Guest" including your personalised access login code
  • Other Healthcare providers displayed as "***"

You can select a timeframe and export the statistics as a pdf or csv document.

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