TrueConf facilitates virtual patient reception in the psychological clinic

About project

Professional video conferencing has long been an integral part of communication, not only in government agencies, manufacturing, business, and financial institutions, but also in the medical field, specifically for remote consultations. Now you can even receive patients at the reception desk in clinics and provide quick assistance.

Task

GreenLeaf Psychological Services offers comprehensive therapy, in-person and online mental health counseling, and assessment sessions for individuals of all ages.

The clinic faced a shortage of staff at the reception desk in one of its offices and opted to establish a virtual reception using video conferencing technologies, choosing Zoom for this purpose.

As time passed, the clinic management recognized that their existing patient reception system was ineffective for several reasons. Firstly, the duration of Zoom calls was restricted, preventing staff from providing continuous communication and customer service if there were extended periods of time. Additionally, the call quality was frequently unstable, and the video resolution was low, which diminished the sense of presence.

To fully digitalize the patient reception process at GreenLeaf’s reception, it was necessary to ensure complete confidentiality and the ability to establish continuous calls in a private conference format that operates around the clock. This would help avoid shifts in the schedule of planned appointments.

Solution

Following an evaluation of several options, GreenLeaf Psychological & Support Services opted to implement an on-premises platform that they could control completely. They chose TrueConf Server as the core component to facilitate patient reception across various locations. The solution fully complies with cybersecurity and data protection standards, which is essential for the clinic that handles sensitive client information. Due to TrueConf Server’s ability to operate without an Internet connection, one of the clinic’s main requirements for 24/7 video communication functionality is met.

Thanks to SVC technology, the clinic can stay online continuously as required, keeping the optimal video and audio quality.

Video conferencing is not the only option for Customers Care Coordinators to communicate. During virtual reception, specialists offer immediate video assistance to their customers and improve the user experience by providing visual cues thanks to collaboration tools, such as content sharing, sending messages, photos, and documents in the conference chat. With TrueConf, GreenLeaf Psychological & Support Services customers enjoy video calls in Full HD resolution, while all communication sessions run in the local network and could be safely recorded on the server for further reference and specialist assessment.

A receptionist remotely assists clients, conducts registration and appointment scheduling, relays information between patients and healthcare providers, and processes patient payments.

Using TrueConf desktop and mobile client applications, psychologists from two offices have the ability to call colleagues, hold work meetings, conduct psychological training sessions, and also communicate asynchronously via messenger, exchanging documents and other files.