FAQ's

GENERAL

Do you support group sessions? If so, what is the maximum number?

Absolutely!  There is no theoretical limit but we recommend not to go over 16 participants. We show 6 users on screen at the same time and the layout mode is “active speaker” so whoever is speaking is the larger video.  The provider also has the control to mute all or mute individuals – video and/or audio.

What is the pricing discount for practiceLINK?

The practiceLINK subscription is available for any where from 2-10 providers and provides a discount of 5% per provider for 2-5 and 10% per provider for 6-10.  This discount is monthly and there is no long term contract.

What is white labeling and how much does it cost?

White labeling is commonly used by group practices or larger enterprise customers and basically allows for customizing the logo and colors.  A “powered by thera-LINK” logo is placed in a small location at the bottom only.  The cost of our basic white labeling is a one time setup fee of $1,000.  

There are more customizations like email notifications and uploading data that can be more thoroughly discussed and charges would be incremental based on the extent of the setup. 

SETTINGS

How do I change/update my password or email address?

Click in the upper left corner where it says “welcome, yourname” to reveal the settings associated with your personal thera-LINK account. Both your email address and password can be updated on this page as well as many other settings like your picture, your office location, license info, and profession.

Where do I find the Business Associate Agreement that thera-LINK is providing me?

The thera-LINK BAA can be found under SETTINGS.  We have also provided a sample Informed Consent document which you can download and change to fit your practice. We are only providing this sample informed consent document as a template.

SESSIONS

What are the minimum technical requirements to join a session?

thera-LINK requires the following to join an online session:
     »  Internet connection
     »  web browser (e.g. Chrome, Firefox, or Safari – our fav is Chrome)
     »  webcam, speakers, and a microphone – these are built in to most laptops

All of these are built-in to a standard notebook that you would have purchased in the last several years. 

Do I need to download and install anything on my computer?

thera-LINK’s video sessions do not require you download anything if you are using the Chrome browser.  However, if you are using Firefox or Safari, you will need to install a plugin and activate it prior to your first session.  The plugin is only takes about 45 seconds to download and install and you only have to do this the first time.

If you are a provider, you can do that here:  https://www.thera-LINK.com/welcome-pro

If you are a client of a thera-LINK provider, you can click here:  https://www.thera-LINK.com/welcome-client

What are the bandwidth requirements to use video in a session?

We highly recommend a strong DSL or fiber connection with a 1 Mbps speed.  Test your connection here: http://www.bandwidthplace.com/

If your download or upload speed is lower than 1 Mbps, it doesn’t mean the video won’t work but it will not be optimal at full screen size and you could experience some technical difficulty during a session.

Video Size Audio Only Mid Size Full Screen
1:1 HD Resolution   640×360 1280×720
1:1 HD Quality 30 Kbps 280 Kbps 560 Kbps
1:1 SD Resolution   320×180 640×360
1:1 SD Quality 30 Kbps 130 Kbps 280 Kbps

Multi-Party
       
Conf Active Spkr HD 30 Kbps 280 Kbps 280 Kbps
Conf Active Spkr SD 30 Kbps 130 Kbps 130 Kbps
         
Screen Sharing        
Resolution Max 2560×1600 2560×1600 2560×1600
Add’l Bandwidth +20 Kbps +20 Kbps +20 Kbps

I have clicked to join a session, how do I know if my client is in the waiting room?

To the left of the video window, there is a list of all participants in your waiting room. If someone is in the waiting room, you will see their name.  Click the button next to their name to “JOIN TO SESSION.”

PEOPLE

I need to add a client to my practice. What information do I need to in order to do that?

You only need to have your client’s first name, last name, and e-mail address in order to add a client to thera-LINK.  An optional photo can be uploaded as well if you’d like to give an overall better experience.

In addition, you can complete their address and client pricing on an individual basis if you choose.

My client changed their name or email address and I need to update it in thera-LINK.

Go to the CLIENTS area on the left menu and then select EDIT next to the client in the list. This will bring up their information for you to edit and save to update.  

In addition, the client can edit their own information and it will update in your settings as well.

What is the STAFF menu used for?

We have built thera-LINK to be robust and granular enough to allow for different types of situations.

For instance, larger practices or treatment centers may have an office manager.  Under the STAFF section, you are able to add or edit a person’s role within your practice as long as you have sufficient permissions to do so.  For instance, office managers can add a professional to their practice subscription.  Essentially, thera-LINK has 3 main roles:
1. owner: has access to all thera-LINK components
2. office manager: can manage professionals, locations, etc.. but may not hold an actual session
3. professional: can only see own clients and colleagues and can hold a session with a client (must be licensed) 

What are COLLEAGUES?

The colleagues section is intended to be used for other professionals you may collaborate with in the care of one or more clients.  It could also be used to add supervisees so that you can keep your clients and other professionals separate.  With colleagues, you can still hold sessions as you would with any clients.  We also see the colleagues section being used for treatment centers who refer to other professionals and would like to hold face to face hand-off sessions, which are typically held over the phone today.

CALENDAR

Do I have to keep my schedule in the thera-LINK portal?

Definitely not!  We have the calendar as a convenience for you to easily view your online appointments and you are welcome to use it for your in-office appointments as well.  You are, however, required to enter your appointment on the thera-LINK calendar for online sessions so that your clients receive the email to join the session and it shows up when they login in order for them to join.

We have future plans to enhance the calendar feature to sync with other calendaring applications such as Microsoft Outlook, Gmail, and others.  We expect this to be in the release in Summer/Fall 2016.

How do I schedule an appointment?

Scheduling with your clients or colleagues is easy!  Just choose APPOINTMENTS from the menu and then simply double click on the calendar on the day you want to schedule.  You just fill in the information like you would a normal calendar appointment.  You have a slider at the bottom of the appointment to select yes or no for requiring payment from that client for that appointment. If you choose yes, you have the option to fill in an amount other than your default amount. This allows you the ultimate flexibility in scheduling and payment acceptance!

If my client is able to see my availability, does that mean they can schedule at any of my available times?

Yes and no.  Clients can simply put in a “request” for an appointment at a time that shows available, but they will not actually be able to schedule with you until you press accept (or decline) on the request shown under “pending requests.” You will receive an email notification to inform you of an appointment request on thera-LINK. You are the ultimate decision maker on your schedule.

Will I be notified if a client tries to schedule a session using thera-LINK?

Yes, you will receive an email notification to the email address you signed up with using thera-LINK as long as you have not disabled this notification (default is enabled).  The email will direct you to login to the thera-LINK portal and accept or decline the request.

I need to edit an appointment. What do I do?

Editing appointments is a breeze with our easy to use calendar application.  To edit the time or information, just click your appointment and it will pop right up for you to make changes. You can change the time, date, or payment options for the client.

CLIENTS

What are the steps for a client to create an account?

Clients must be invited from a registered thera-LINK professional.  When invited, an email is sent to the client with a temporary password.  The client logs in and is immediately ready to either request a session or join a session.  The client portal has very limited options and menus to keep it simple to use!

What if my client says he/she didn't receive the welcome email?

If you double check that the email address entered was correct, have the client check their spam or junk filter first.  If it is indeed lost in never-never land, don’t worry.  Just have the client go on to thera-LINK.com and click login and then click the “I don’t remember account” button.  Type in the same email address that you added them with and they will be re-sent the login information for their account.

Is a client allowed to see my schedule in order to request an appointment?

A client is only shown that a professional is “not available” if they choose a time that is either already booked by the professional on their thera-LINK calendar.

Does a client choose their user name?

No, the client portal uses the email address of the client by default.  This is the email address that you enter when you invite/add the client.  The client can update the email address by editing their profile once logged in.

Can a client reschedule an appointment in the client portal?

Yes, a client can login, view their upcoming appointment, and then choose cancel and request another time if need be.

PAYMENTS

How do my clients pay me?

Your clients can pay you using our Stripe Connect platform.  Essentially, you just setup your account and the payment is put right into your bank account with no pass through fees from us.  Clients are prompted to pay when they get to the waiting room but only if you’ve selected to “accept payment” from them on the appointment screen.

I didn't sign up for Stripe when I signed up for thera-LINK. How can I do that now?

Not a problem! You can add your Stripe account whenver you would like by logging in to theraLINK and clicking on Settings>Subscription Plan> big green button to connect your Stripe account!

What countries can I accept payment from on thera-LINK?

With Stripe, you can accept payments from almost any credit card and debit card, no matter where your customer lives. In order to accept payments with Stripe, however, your business must be based in one of the countries Stripe supports:

Remember, you can accept payments from almost any credit card and debit card, no matter where your customer lives.  It’s just that your business must be based in one of the countries listed above.

Which cards and payment types can I accept from my clients?

With Stripe, you can charge almost any kind of credit or debit card:

  • U.S. businesses can accept Visa, MasterCard, American Express, JCB, Discover, and Diners Club.
  • Australian, Canadian, and European businesses can accept Visa, MasterCard, and American Express.

You can also accept gift and prepaid cards that are one of the above types. You can use Stripe to charge cards of these types from customers anywhere in the world. Depending on where your business is located, you can also charge customers in their local currencies.

Can I accept payments from customers who are located in other countries?

Not a problem! You can accept payments for supported card types from customers based anywhere in the world.

Depending on where your business is located, you can also charge customers in their local currencies.