What to do if the clinician is late or disconnected

Audience: all

Telemedicine appointments offer convenient access to healthcare, but sometimes clinicians may be late or disconnected during your visit. This guide helps you understand what to do if this happens. First, stay calm and check your internet connection and device to rule out technical issues on your side. If your clinician is late, wait at least 15 minutes as delays can happen. Use any provided contact methods, such as a phone number or patient portal, to notify the clinic or ask for updates. If you are disconnected during the visit, try to reconnect using the same link or app. If problems continue, reschedule your appointment. Always have a backup plan for urgent health concerns, including knowing when to seek emergency care. This guide also covers preparation tips to help your telemedicine visits go smoothly and explains what telemedicine can and cannot handle. Remember, telemedicine is a helpful tool but not a replacement for in-person care when needed.

Red flags — go in person / ER

• Sudden chest pain or pressure — seek emergency care immediately.
• Difficulty breathing or shortness of breath — call emergency services without delay.
• Severe bleeding or uncontrolled bleeding — get urgent medical help right away.

What telemedicine can do

• Routine follow-up visits for chronic conditions.
• Medication reviews and prescription refills.
• General health advice and symptom checks for minor illnesses.
• Mental health counseling and therapy sessions.
• Health education and preventive care discussions.

What telemedicine cannot do

• Medical emergencies requiring immediate physical intervention.
• Complex physical examinations needing specialized equipment.
• Procedures or treatments requiring hands-on care.
• Situations where urgent diagnostic testing is needed in person.
• Severe or rapidly worsening symptoms that need emergency evaluation.

Stay Calm and Check Your Setup

If your clinician is late or the connection drops, first check your internet, device, and app or website. Restarting your device or switching to a different internet source may help. Confirm that your camera and microphone are working if needed.

Wait Patiently and Use Provided Contacts

Clinicians may run late due to emergencies or technical issues. Wait at least 15 minutes before taking further steps. Use any phone numbers, email addresses, or patient portals given to contact the clinic or support team for updates.

Reconnect or Reschedule if Disconnected

If the call disconnects, try to rejoin using the same link or app. If you cannot reconnect after a few attempts, contact the clinic to reschedule. Keep notes of any error messages or issues to help technical support.

Know When to Seek Emergency Care

If you experience severe symptoms such as chest pain, difficulty breathing, sudden weakness, or severe bleeding, do not wait for telemedicine support. Seek emergency medical care immediately.

Prepare for Your Telemedicine Visit

Before your appointment, test your device and internet. Find a quiet, private space with good lighting. Have your medical history, medications, and questions ready. Keep contact information for your healthcare provider handy.

After Your Telemedicine Visit

Follow any instructions given by your clinician. Schedule follow-up appointments if needed. Report any ongoing technical issues to your provider. Monitor your symptoms and seek in-person care if your condition worsens.

How to prepare for your tele-visit

• Test your internet connection and device camera/microphone before the visit.
• Find a quiet, private, and well-lit space for your appointment.
• Have your medical history, current medications, and questions ready.
• Keep your appointment details and contact info for technical support handy.
• Log in to the telemedicine platform a few minutes early to troubleshoot any issues.

After your tele-visit

• Follow your clinician’s instructions and prescribed treatments.
• Schedule any recommended follow-up appointments.
• Report any ongoing technical problems to your healthcare provider.
• Monitor your symptoms and seek in-person care if your condition worsens.
• Keep a record of your telemedicine visits for your health history.

FAQs

What should I do if my telemedicine clinician is more than 15 minutes late?

If your clinician is late by more than 15 minutes, try contacting the clinic or support team using the provided phone number or patient portal. They can update you on any delays or reschedule your appointment if needed.

How can I reconnect if my telemedicine call gets disconnected?

Try to rejoin the session using the same link or application. If you cannot reconnect after a few attempts, contact the clinic to inform them and arrange a new appointment.

Can telemedicine handle emergencies?

No. Telemedicine is not suitable for medical emergencies such as chest pain, severe bleeding, or difficulty breathing. In these cases, seek emergency medical care immediately.

What can I do to prevent technical issues during my telemedicine visit?

Test your internet and device before the appointment, use a private and quiet space, and log in a few minutes early. Also, have contact information for technical support available.

Is telemedicine a replacement for in-person visits?

Telemedicine is a useful tool for many healthcare needs but does not replace in-person care when physical exams, procedures, or urgent interventions are necessary.

Sources

1. Telehealth: What You Need To Know — MedlinePlus | U.S. National Library of Medicine.
2. Telemedicine: What You Need to Know — Centers for Disease Control and Prevention (CDC).
3. Telemedicine: Patient Care and Health Information — Mayo Clinic.
4. Telehealth: Delivering Care Safely During COVID-19 — Agency for Healthcare Research & Quality (AHRQ).

This guide provides general information about telemedicine and is not a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of your healthcare provider with any questions you may have regarding a medical condition or emergency.