Welcome to the Help section of the Telemate Virtual Care Platform. Below you will find articles showing you how to use our system and should also help answer any basic questions you have. Please find the heading that applies to you for proper help. If you are unable to get your question answered here please contact your Account Manager or our Support Desk via email at Help@telematehealth.com or by phone at 855-285-0529 extension 2
Getting Started With The Virtual Care Platform
- A Minimum internet speed of 1megabyte per second upload and dowload speed, per person
- For best quality we reccomend 1.5 megabytes per second upload and download speed, per person
- For Example: If you are having a session with 3 people, including yourself, you are connecting to two other people. Needing at least 2 megabytes per second upload and download
- If you are unsure what your connection speed is test it using a third part speed test website such as speedtest.net
- For best quality we reccomend 1.5 megabytes per second upload and download speed, per person
- A microphone and camera. Most modern USB webcams will have both of these in them and will satisfy the require. Mobile phones and tablets also have these built in.
- We strongly recommend using a headset or headphones to cut down on echo and background noise, though this is not required strictly speaking.
- Having Zoom installed on your computer or mobile device
- Please Note: All Telemate Devices come with Zoom Installed already
- See our "How To Install Zoom" article for instructions on how to do this







- If you are an account holder click "Enter Meeting"
- if you are a participant click "Enter Waiting Room"


For Patients Using The Virtual Care Platform
Please Note That You Can Only Request A Session In Advance If Your Healthcare Provider Has The "Appointment Slot" Feature Active






How To Join With A Text Invitation Using A Mobile Device




How To Join With An Email Invitation Using A Computer







For Healthcare Providers Using The Virtual Care Platform
Telehealth Background Information
- A study of nearly 100,000 mental health patients at the U.S. Department of Veterans Affairs demonstrated an approximately 25% reduction in hospitalization after initiation of video services.
(Linda Godleski, M.D.; Adam Darkins, M.D., M.P.H.; John Peters, M.S. Psychiatric Services 2012; doi: 10.1176/appi.ps.201100206) -
- Practice-based collaborative care is a complex evidence-based practice that is difficult to implement in smaller primary care practices that lack on-site mental health staff. Telemedicine-based collaborative care virtually co-locates and integrates mental health providers into primary care settings. The objective of this randomized, multisite trial was to compare the outcomes of patients assigned to practice-based and telemedicine-based collaborative care.
(John C. Fortney, Ph.D.; Jeffrey M. Pyne, M.D.; Sip B. Mouden, M.S., C.R.C.; Dinesh Mittal, M.D.; Teresa J. Hudson, Pharm.D.; Gary W. Schroeder, Ph.D.; David K. Williams, Ph.D.; Carol A. Bynum, Ph.D.; Rhonda Mattox, M.D.; Kathryn M. Rost, Ph.D. Am J Psychiatry 2013;:. 10.1176/appi.ajp.2012.12050696)
- Practice-based collaborative care is a complex evidence-based practice that is difficult to implement in smaller primary care practices that lack on-site mental health staff. Telemedicine-based collaborative care virtually co-locates and integrates mental health providers into primary care settings. The objective of this randomized, multisite trial was to compare the outcomes of patients assigned to practice-based and telemedicine-based collaborative care.
- 256-bit AES-encrypted signaling and media stream
- Connections to web app and API through HTTPS only, using TSL 1.3 or 1.2 encryption for in-transit encryption, and TSL 1.0 encryption for older browsers that do not support TLS 1.3 or 1.2.
- 128-bit AES-encrypted full database encryption using BitLocker
- PHI encrypted at rest using AES-256.
- Dedicated data center cage with biometric security, with no reliance on third parties for any routine network maintenance or management
- Each session participant has his/her own individual session access code, which provides granular access and auditability
- Auditing of all system logins and actions by IP addresses and user agents
- No passwords stored on our system; we store salted one-way password hashes only
- Notifications sent from our system, such as invites, notifications, and reminders, never include any PHI
- For additional PCI compliance, no credit cards are stored on our system, nor does any credit card information pass through our system in unencrypted form; all credit card information is vaulted at our PCI-compliant merchant gateway
- Zoom integration: our media streams run point-to-point in one-to-one calls, during which the videoconferencing streams not transiting our infrastructure unless a relay is required. Group calls are still encrypted end to end.
- Unless Customer has chosen to add the Session Recording feature to their account, video streams are not recorded or stored on our servers.
Business Associate Agreement
Because our system was built from the ground up to be HIPAA compliant, we will provide a signed Business Associate Agreement for all customers that request it.
- National Conference of State Legislatures : State Coverage for Telehealth Services. See at a glance which states provide Medicaid and or private insurance coverage for Telehealth.
- American Telemedice Association : State Activity Report wiki page for detailed analyses, reports, and on-going legislative actions surrounding the adoption of Medicaid and private insurance coverage for telehealth. The State of The States is a paper they have in which each state is graded based on existing policy barriers to telemedicine.
- Center for Connected Health Policy: interactive map and policy search, sorted by state.
You will need to notify your malpractice insurance provider that you will be providing Telehealth services in order to have proper coverage. Certain insurance providers will require you to amend/update you coverage and their may be a cost involved, but most will simply make a note in your account to ensure you have proper coverage free of charge.
- They have reduced no shows
- the ability to work from home
- More billable sessions because of less "chit chat" with patients
- Great way to fill "non-prime" time slots
- Reduced office expense
- Physical safety
Optional Features of The Virtual Care Platform
the Virtual Care Platform chat system is an encrypted, in-browser chat that all Virtual Care Platform account holders can use to communicate with their session invitees, or with other account holders in the organization outside of a video session. Chat messages and files transferred through chat are encrypted in transit and at rest.
If you would like to disable the Virtual Care Platform chat on your account, please contact the Support team at help@telematehealth.com from the email address associated with your organization's Account Administrator.
SecureVideo chat messages (or files sent through chat) are retained for 24 hours before they are automatically and permanently deleted. Each user can upload up to 200MB at a time, and up to 1GB per day.
Any recordings stored in our system are stored in a HIPAA-compliant Amazon S3 vault. By default, they are accessible only to the session host and Account Administrators but it is possible to allow users to securely share the recordings with other users.
If you are interested in having the ability to record your sessions please reach out to our sales team for a quote at 855-285-0529 extension 1
How To Use The Virtual Care Platform








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- New Session Now:
Schedule a new session for right now (it will prepopulate the date and time). - New Scheduled Session:
Schedule a new session for a future time (you choose the date and time).
- New Session Now:








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- End Meeting for All: this ends the meeting and closes the program for you and all participants, saving them the step of clicking "Leave Meeting".
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- Leave Meeting: this removes only yourself from the meeting, allowing your participants to continue without you, at least until you enter another meeting, at which point this meeting will automatically end for all participants. (If you were in session with a single participant, they would be in the session alone until they choose to leave as well.)

Accepting or Declining Appointment Request Sent To You

How To Accept or Decline a Session Request On Behalf of Someone Else



Editing The Session
- Reschedule: Reschedule the session for a new date/time. (Automatically sends reschedule notices.)
- Cancel: Cancel the session. (Automatically sends cancellation notices. The session won't count as billable unless you've already connected to it with your participant.)
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- If it has been more than 5 minutes since the session start time, this will read as Remove instead. "Remove" will remove the session from you dashboard without sending any cancellation notice.
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- Schedule Next...: Schedule another session with the same participants and settings. The date will pre-populate as 7 days from the time of this session, but you can change the date and/or time before clicking to Save.

Editing The Session Patients


Add A One Time Appointment Slot






Add A Weekly Appointment Slot




5. Set a "To Time" the same way.



Add availability Slots On Behalf Of A User


Add A One Time Out Of Office Slot






Add A Weekly Out Of Office Slot






Add An Out Of Office Slot On Behalf Of Another Healthcare Provider







For Account Administrators









Pan-Tilt-Zoom (PTZ) cameras are cameras which are capable of being controlled remotely to pan (rotate) or tilt, or zoom in or out. This can be particularly useful in telehealth applications, if the patient is unable to adjust the camera themselves, or if the clinician wants to examine the patient directly without making the patient stop and adjust the camera for them each time they need a different view.


- Service Name: Enter the name of the service as it should appear to participants.
- Service Description: Enter the description of the service as it should appear to participants.
- Payment (US $): If applicable, enter the amount the participant must pay before entering the session. (Include only digits, or a decimal point.)
- Scheduling Duration (minutes): Enter the number of minutes that should be blocked off for the service in your scheduling calendar.
- Appointments per time slot: Enter the number of concurrent reservations that can be made through your scheduling calendar. (COMING SOON)
