Virtual Visits

The Virtual Visits is a video conference functionality which allows families and their loves ones to connect easily and seamlessly.

This feature works by the participants joining a pre-booked meeting at a certain time. The advantage of this approach is to allow all participants and staff to be ready and available for the video conference.

 

Depending on the capabilities of the residents and/or whether the resident has a device, the staff may need to assist the residents join the virtual meeting. 

Having a pre-booked meeting also eliminates random calls to the staff which hinders their daily schedule. 

 

How does it work?

Step 1) Staff provides time slots that can be booked for a virtual meeting depending on their schedule.

Step 2) Residents or family request a booking within the time slots provided by the staff.

Step 3) Staff either accept/reject the booking request by the resident or family.

Step 4) Once approved, both the resident and the family join the virtual meeting at the agreed date and time.

Step 1) Creating a time slot for bookings

Creating a time slot is done by the administrator on the portal. 

Time slots are accessible via the left side menu called Virtual Visits -> Time Slots as shown in the screenshot.

Creating a time slot requires to define:

1. Booking Date
2. Whether the booking is recursive - Selecting this option applies to selected day every week.
3. Start Time
4. End Time
5. Maximum Appointments - Specifying the number of appointments within the time slot

Step 2) Residents or family request a booking

Bookings by the residents/family are done by the Connect app, staff cannot make the booking via their app (Admin can make a booking from the portal). A tile called "Book Virtual Visit" is configured for the resident and the family apps.

 

Once clicked, you can select an available time slot to request a booking.

 

In the "Create Booking" page you can put in a comment and add multiple participants for the virtual meeting. Participants can be any of members in the Address Book of the resident. Those participants can then join the virtual meeting from their own apps.
 

Next step is for the admin to decide whether or not to accept this booking request.

 

When the admin accept the booking they can change the time of the booking to any time within the available time slot based on availability. For instance if the time slot is between 2pm-4pm, the admin can change the booking request to any time between those hours based on the availability of the staff at the site. 

If the admin change the time of the booking it will be reflected in the appointment shown in the scheduler.  If a resident/family members try to join the virtual meeting before the appointment time they will be prompted with the notification "You will be connected 10 minutes before the call start". 

If the resident/family members decide to cancel the booking they've made, they can do so from the Book Virtual Visit tile by clicking on the Cancel button.

Step 3) Admin accept/reject the booking request

Once the resident or the family members make the request for a booking for a previously created time slot then the admin needs to decide whether or not they will accept or reject this request on the portal.

Admin can access the booking requests from the left side menu on the portal under Virtual Visits -> Manage Bookings. The booking request created in Step 2 appears on top of the booking requests as shown in the second screenshot. The Admin can directly Accept or Reject using the buttons highlighted in the yellow box.

Admin can also edit the request by clicking on the blue Edit button the right hand side and change the time of the booking.

Once the admin clicks on Accept, the resident will be notified of the booking acceptance and the booking will appear in the resident's scheduler (family can see the resident's schedule from the family app as well)

If the admin rejects the booking request, the status shown in the Book Virtual Visit tile will reflect the rejected status.
 

Step 4) Resident and the family join the virtual meeting

As soon as the admin approves the booking request, the virtual meeting appointment appears on the Scheduler tile in both the Resident and the Family apps.

Both the resident and the family member simply needs to click on the virtual meeting appointment in the respective scheduler tiles in their respective apps to join the virtual meeting.

(The resident can only join if they have a device, otherwise the staff can use the staff app to join the call on the resident's behalf). 

 

Step 5) Staff joining meetings

Staff also have the Virtual Visitor tile on their staff apps and can see all the available Virtual Meeting bookings and join.

Staff can not create a booking request from their own app but they may be asked to assist the resident by joining a virtual meeting on their behalf from the staff app as the resident may not have a device of their own.