Overview
Alma Telehealth is a HIPAA-compliant, secure video service built directly into the Alma portal so providers can schedule virtual sessions with their telehealth clients without ever leaving the Alma portal.
Joining an Appointment
Joining a Telehealth appointment
Join a telehealth session directly from your appointment confirmation email or appointment reminder email .
- Click “Join session” or use the link within the email.
- You will land on a welcome page where you can enable access to your camera and microphone as well as update your name.
- Click “Join Session” to enter the session.
- You will enter a waiting room and your provider will be notified. They will admit you to the session when they are ready.
Enabling camera and microphone access for Telehealth
You will be prompted to enable camera and microphone access at the start of your first Alma Telehealth session. Make sure to choose Allow from the pop-up window in your browser. If you need to troubleshoot, here’s how to enable camera and microphone access:
Chrome (Desktop)
On a Mac:
- Go to System Settings then Privacy & Security
- Choose Microphone and make sure Google Chrome is toggled On
- Return to Privacy & Security
- Choose Camera and make sure Google Chrome is toggled On
On a PC:
- Go to Start, then Settings, then Privacy
- Select Camera and Microphone from the available options within App Permissions on the left panel
- Under Allow apps to access your (camera/microphone), turn the toggle On
- Under Allow desktop apps to access your (camera/microphone), turn the toggle On and check to see if Google Chrome is listed
In Chrome:
- Open Chrome
- At the top right, click the three vertical dots and select Settings
- Click Privacy and Security then Site settings
-
Click Camera and Microphone
- Make sure telehealth.helloalma.com is listed under Allowed to use your camera and Allowed to use your microphone
Chrome (iPhone)
- Open the Settings app
- Scroll down and tap Chrome
- Tap the switch next Camera to allow Chrome access to your phone camera. The switch should be green
- Tap the switch next to Microphone to allow Chrome access to your microphone. The switch should be green
Chrome (Android)
- Open the Chrome app
- Tap More (three dots) to the right of the address bar
- Tap Settings
- Tap Site Settings
- Tap Microphone
- Tap the switch to turn on the permission for the microphone.
- Tap Camera
- Tap the switch to turn on the permission for the camera.
Safari (Desktop)
- Open Safari
- Go to Safari then Settings then Websites
-
For both the Camera and the Microphone:
- If telehealth.helloalma.com has Deny or Ask next to it, change it to Allow from the dropdown menu on the right
Safari (iPhone)
- Open the Settings app
- Scroll down and tap Safari
- Scroll down to the Settings for Websites section
- Tap Camera
- Tap Allow
- Go back and tap Microphone
- Tap Allow
Firefox (Desktop)
On a Mac:
- Go to System Settings then Privacy & Security
- Choose Camera and Microphone from the list of available options and make sure the toggle to the right of Firefox is On
On a PC:
- Navigate to Start then Settings then Privacy
- Choose Camera and Microphone from the available options and select their permissions for Allow apps to access your (camera/microphone)
- Under Choose which apps can access your (camera/microphone), toggle Firefox On
In Firefox:
- Click the three vertical dots
- Choose Settings then Privacy & Security
- Scroll down to the Permissions section
-
Click Settings beside Camera and Microphone
- If telehealth.helloalma.com has Block next to it, change it to Allow from the dropdown menu
Firefox (iPhone)
- Open the Settings app
- Scroll down and tap Firefox
- Tap the switch next Camera to allow Firefox access to your phone camera. The switch should be green.
- Tap the switch next to Microphone to allow Firefox access to your microphone. The switch should be green.
Firefox (Android)
- Open the Settings app
- Tap Apps
- Scroll down and tap Firefox
- Tap Permissions
- Tap Camera
- Tap Allow only while using the app
- Go back and tap Microphone
- Tap Allow only while using the app
Troubleshooting
Ensuring the best call quality
- For the best experience and access to all features, we recommend joining Alma Telehealth from Google Chrome on a desktop device.
- Update your browser and operating system to the latest version
- Close browser tabs, windows and other applications that are not in use
- Ensure you have a strong internet connection
Tips for better audio and video quality
- Use Google Chrome on a desktop device
- Close unused apps or browser windows/tabs to reduce the processing load on your device and ensure your computer has more power available for your video session.
- Update your browser and operating system to the latest version
- Plug in your device. Settings like low power mode can cause some devices to reduce their functionality potentially causing issues with video performance
- Disconnect from VPNs. If you are connected to a VPN, try disconnecting from it and re-joining your session. VPNs can cause connectivity issues within Alma Telehealth (and other video platforms you may use) causing features, like chat, to not function as expected.
- Check your network quality
- Make sure other people who use the same Wi-Fi network are not downloading large files or streaming audio or video
- Test your internet connection using a Speed Test - A minimum of 10 mbps is best to ensure that there are no interruptions
- Move closer to your router and ensure it isn’t physically blocked to ensure a stronger signal
- Use an ethernet cable to connect your computer to your router
- If using a mobile device, connect to wifi
- Mute yourself when you aren’t speaking - this can help reduce feedback
- Try turning off your camera or turning off your blurred background to reduce the processing load
- Restart your computer - there may be other software running in the background and interfering with your video or microphone, by restarting your computer you can ensure your computer is ready for a video call
Tips for fixing an echo
- Use headphones
- Lower volume
- Mute when you aren’t talking
- Use a desktop device
Troubleshooting devices not connecting to Alma Telehealth
Based on extensive testing, we're confident that Alma Telehealth should work properly with most devices. To confirm if issues you may be experiencing are related to connecting a camera/speaker/microphone to Alma Telehealth, we recommend running the following diagnostic test on your equipment:
- Navigate to https://webcammictest.com/ (using the same browser that you use to access Alma Telehealth)
- Click “Devices” in the top right corner to select the setup you would like to use with Telehealth
- Press the red “Start recording” button at the bottom of your video
- Record a brief audio/video clip and then click the red “Stop recording” button
- Your recorded video should play back automatically
- Make sure you can see and hear your recording properly
If your devices aren't working properly with the diagnostic test, we recommend switching devices (changing your browser, camera/mic, or laptop/cell phone) until you find a combination that works with the diagnostic test.
If your devices work properly on the diagnostic test but you're still experiencing issues using them with Alma Telehealth, please connect with our Support Team through our Support Request Form. If you can share the type of devices you are experiencing issues with (e.g. Microsoft Surface Laptop 2021, Airpods Pro 2) and the web browser you are using (e.g. Chrome, Safari), it will help our team to provide assistance.
Alma Telehealth Features
Chat
This feature enables in-session async conversation and link sharing. Using the chat feature can help when you need to share notes, resources, or links during a session. Chat can also help communicate in noisy environments when hearing one another may be difficult, or when a video session participant may have a hearing impairment.
How do I access it?
Click the speech bubble icon at the bottom of the video session. A modal will pop up on the right side of your screen and you can securely chat during the video session.
Layout Options
Participants have a choice of two different layouts to arrange their telehealth session. “Focused” shows yourself in a smaller frame and the person/people you are speaking with in a bigger frame. “Gallery” shows everyone on the call, including yourself, in the same size frame.
How do I access it?
Click “Layout” in the upper right corner. A menu will drop down and you can choose the layout option you would like to use. The layout currently in use will have a check mark next to it.
Hiding Self-View
To view only your provider during a telehealth session the way you would during an in-person session, you can hide the view of yourself during your session in Alma Telehealth.
How do I access it?
Click “Layout” in the upper right corner. A menu will drop down, click Hide self view.
Burred Background
To eliminate distractions and allow privacy, you can blur your backgrounds during your session in Alma Telehealth.
How do I access it?
On the bottom of the video call screen click the ‘Video Camera’ icon. A menu will open, choose Blur Background at the top of the menu.
What devices/browsers is it available on?
Blur background is not supported on all browsers. For the best experience, we recommend joining Alma Telehealth from Google Chrome on a desktop device with a strong internet connection. If you don’t see this feature in your Alma Telehealth session, you can try upgrading your browser to the latest version, switching to a desktop device, or switching to a Google Chrome browser.
Screen Share
You can share your screen allowing participants to simultaneously view something displayed on one video call participant’s screen.
How do I access it?
On the bottom of the video call screen click the ‘Share Screen’ icon. Choose to share one specific Tab, Window, or your Entire Screen. The audio on your device will not be shared when you share your screen.
What devices/browsers is it available on?
Screen sharing is only available on Desktop. Mobile users can view a screen shared by another participant in the call but they cannot share their own screen if they are on a mobile device. Desktop screen sharing is supported in the following browsers:
- Chrome 58 or above
- Firefox 56 or above
- Edge 80 and above on Windows 10+ platform
- Safari 13 or above
Video/Audio Input Selections
You have the option to choose which microphone or video you would like to use when using Alma Telehealth. For example, you can use your device's speakers or you can use a pair of bluetooth headphones. To switch between different devices you need to select which one you would like to use.
How do I access it?
Video: On the bottom of the video call screen, either in the waiting room or in session, click the ‘Video Camera’ icon. A menu will open, choose the video camera you want to use.
Audio: On the bottom of the video call screen, either in the waiting room or in session, click the ‘Microphone’ icon. A menu will open, choose the audio you want to use.
Setting up closed captions
Accessibility for all clients and providers is a top priority for Alma. You can turn on closed captions for sessions through Alma Telehealth in your browser settings.
How do I access it?
Chrome
- Click the three dots in the top right corner of your screen
- Go to Settings near the bottom of the list
- Choose Accessibility on the left hand side of the page
- Turn on Live Caption with the toggle at the top
Safari
- Click on the Apple logo in the top left corner of your screen
- Go to System Settings
- Choose Accessibility on the left hand side of the pop-up
- Under Hearing select Captions
- Turn on Prefer closed captions and SDH
What devices/browsers is it available on?
Only available on Chrome and Safari
FAQs
Data Privacy
Is Alma Telehealth HIPAA-compliant?
Yes, Alma Telehealth is HIPAA-compliant and data encrypted as is all of Alma’s platform.
Are my sessions with Alma Telehealth recorded or stored?
No, sessions conducted on Alma Telehealth are not recorded or stored.
What data is tracked through Alma Telehealth?
Alma collects de-identified data about how providers and clients use our telehealth platform so that we can continue to improve our products and services, support members, and debug issues. Alma Telehealth sessions are not recorded or stored, and our entire platform is secure, encrypted, and HIPAA-compliant. For additional questions about Alma's data privacy and security practices, please refer to our privacy policy.
Using Alma Telehealth
What browsers are Alma Telehealth supported on?
We recommend joining Alma Telehealth on Chrome to have the best experience and access all of the available features. Alma Telehealth is also compatible with Safari, Edge and Firefox, but if you use these other browsers some features will not be available.
Can I use Alma Telehealth on my phone or tablet?
We recommend joining Alma Telehealth on a desktop device for the best experience and access to all features. However, Alma Telehealth can be used from a phone or tablet, but some features may not be available.
Why am I seeing reactions on the screen during our sessions?
When you make certain hand motions (e.g., a thumbs up), it may show an on-screen emoji or background. This is typically an Apple-specific camera setting and is not within the control of Alma Telehealth or any other video platform you use.
To turn this feature on or off:
- During a call, click the green video icon in the top right corner of your screen.
- Select "Reactions": From the dropdown menu, click on the "Reactions" option.
- Toggle off: If the green bubble icon is unlit, reactions are disabled.
Can I share feedback to help improve Alma Telehealth in the future?
Yes! We value your feedback and are committed to improving Alma Telehealth to meet your needs. At the end of each telehealth session we have a feedback form that we encourage you to fill out. Our team is consistently looking at the feedback and using it to prioritize our work on improving the product.