I provide a lot of tech support to our patients who are having difficulty when initially connecting.
The most challenging cases are with patients who aren’t very tech savvy, and have difficulty either describing their issues, answering my questions, or following my directions.
I would love it if there was a way for a patient to EASILY send me a screen shot of their screen. They say a picture is worth a thousand words, but that’s an understatement when providing tech support.
With a photo, I could see what browser they are using (Samsung Internet doesn’t work).
I could guide them to refresh their screen (either press the refresh circle, or the triple dot button).
If the camera is looking the wrong way, I can describe where to find the gear button.
If they can’t see me, I could verify.
It would be helpful if it could provide device information, not sure if that is allowed. Would love to know browser, wifi or bars of service. Would like to know if camera and mic are allowed, and their volume level. Any information that could be summarized might be helpful as well.
This capability would be useful when providing tech support, so it should be incredibly easy for the patient. Only 1-2 clicks away. It would be accessible from the waiting room, in case we can’t establish a session. Also accessible from a shared session, in case they are having some other difficulty.
Certainly, there are privacy concerns. I imagine that the patient would need to authorize this in some way. Images should be sent securely.
Not sure if the technology allows this. If not, I wonder if a webpage could be designed to guide a patient to take a screenshot and attach it in Doxy.
Anything to help us with tech support is appreciated.