Telehealth has transformed the way patients and providers communicate, making it more accessible, convenient, and patient-centered. But as much as we rely on technology to bring providers and patients together, there’s one universal truth: tech hiccups and missaps happen. Whether it’s a weak internet connection, a software glitch, or an unexpected system update, even the best virtual visit platforms aren’t immune to disruption.
When video calls fail, it doesn’t just create a temporary inconvenience. It can disrupt an entire day’s schedule, delay important conversations, and shake the patient’s confidence in the care process. That’s why one of the most important habits for any telehealth provider is having a reliable backup plan in place.
What does a back-up telehealth solution mean?
If a video call drops unexpectedly, it’s essential to have a prearranged secondary method of communication, whether it’s a phone call, secure chat, or an alternate meeting link. This ensures that care continues without unnecessary stress for you or your patients.
How Dropped Calls Affect Sessions
Dropped calls don’t just interrupt the flow, they can derail your entire schedule. One unexpected disconnect can lead to delays, rescheduled appointments, or even missed sessions altogether. That’s frustrating for both providers and patients, especially when time-sensitive care or behavioral health support is involved. It can also increase no-shows and decrease patient satisfaction, making reliability a key part of delivering quality telehealth.
SecureVideo’s Duel Telehealth Engine
SecureVideo supports two HIPAA-compliant video platforms: Zoom for Healthcare and our in-browser One-Click platform. Both are seamlessly integrated, allowing providers to choose the best fit for their workflow or patient population. Some benefits include:
- Flexibility with each virtual session
- Choice in platform your organization prefers
- Video engine backup option
- Reduction in missed or canceled sessions due to technical issues
- Can switch video engines even after the appointment is scheduled
Redundancy Telehealth Feature
Our redundancy feature provides built-in protection against disruptions. If a connection issue occurs, SecureVideo allows you to quickly switch to the alternate platform, no new links, no need to reschedule. This ensures that even in the rare case of a technical hiccup, care can continue without delay.
Back-Up Plan Communication for Customers
In order to ensure minimal disruption and also set the stage if something happens, let your clients know in advance what to expect if a call is interrupted. A quick message like, “If we get disconnected, I’ll call you at the number you provided,” or “if the call fails, our redundancy feature will kick in” helps set expectations and reduces anxiety if disruptions happen.
Use a Telehealth Platform with a Back-Up Plan
Having a backup plan and a platform that supports it, ensures that technical issues don’t turn into missed opportunities for care. SecureVideo was built with reliability and flexibility at its core, so whether you’re seeing patients back-to-back or handling sensitive sessions, you can focus on what matters most: delivering care with confidence.
With dual platform support, seamless redundancy, and an intuitive interface for providers and patients alike, SecureVideo is more than a telehealth tool, it’s your partner in consistent, uninterrupted care. Get started today.