A connection dropping in the middle of a session is one of the more stressful moments in telehealth, both for the provider and the patient. It can feel like the visit is derailed entirely, especially in the middle of a sensitive conversation. In most cases, though, a disconnection is a quick, recoverable event rather than a lost appointment, as long as you know what to do in the moment.
Stay Calm and Give It a Few Seconds First
Many disconnections resolve on their own within a few seconds as a connection briefly drops and reconnects automatically. Before assuming the worst, give the session a moment to recover before taking any action. Reacting too quickly can sometimes create more confusion than the disconnection itself, especially if the patient is also trying to reconnect at the same time.
Reconnect Through the Same Link
If the session doesn’t recover on its own, the same session link that was originally sent usually works to rejoin. Patients aren’t always aware of this and may assume a dropped call means the appointment is over, so it helps to mention at the start of any visit that reconnecting through the same link is the first step if anything happens.
Use Video Engine Fallback if the Issue Persists
If a specific video engine is having a broader issue, rather than a one-off connection blip, switching engines can resolve it immediately. SecureVideo’s dual video engine setup lets a host switch a session between Zoom and One-Click with just a few clicks, using the same link the patient already has, without needing to reschedule or send a brand new invitation.
Have a Backup Communication Method Ready
For situations where video won’t reconnect at all, having a phone number on file for the patient gives you a way to communicate directly and either continue the visit by phone or coordinate rejoining once the connection issue clears. This is worth confirming at the start of any new patient relationship, not scrambling to find in the moment a disconnection happens.
Address It Directly When You Reconnect
Once back on the call, a brief acknowledgment goes further than pretending nothing happened. Something as simple as confirming what the patient heard last before the drop keeps the conversation from picking up in the wrong place, especially if something important was said right before the disconnection.
Document What Happened
If a disconnection caused any meaningful gap in the visit, or if it happened more than once during the same appointment, it’s worth noting in your session documentation. This matters both for your own records and in case a patient later has questions about what was or wasn’t discussed during the interrupted portion.
Reducing How Often This Happens
While disconnections can’t be eliminated entirely, a wired internet connection instead of Wi-Fi, closing unnecessary applications during a session, and confirming your setup ahead of high-stakes appointments all reduce how often this comes up in the first place.
Contact SecureVideo today to learn more about how our platform handles connection issues, or get started with a free trial to see the fallback options available to you.