Telehealth

Praxi provides integrated telehealth with support for multiple video providers, a client waiting room, real-time chat, session recording, and direct billing integration. Telehealth sessions are designed to meet Australian Medicare compliance requirements for video consultations.

Supported Providers

Praxi supports three telehealth video providers. Your practice administrator configures the default provider, and individual practitioners can override this in their settings.

Provider	Default	Features
Jitsi	Yes	Self-hosted, HIPAA-compliant, no client download required
Zoom	No	Familiar interface, breakout rooms
Coviu	No	Australian-built, healthcare-focused

Jitsi is the default provider and requires no additional software

installation for clients. Sessions run directly in the browser at video.praxi.au in production. Telehealth appointments require the appointment type to be set to telehealth. :::

Starting a Telehealth Session

From a Scheduled Appointment

1. Go to the Sessions page to see your upcoming telehealth sessions
2. Click Join next to the scheduled session
3. The video session launches within the Praxi interface
4. Your client receives a secure join link via email and/or SMS (sent automatically when the appointment is created, with a reminder shortly before the session)
5. The client clicks the link to enter the Waiting Room
6. You admit the client when you are ready to begin

Meeting Without an Appointment

To start a video call without a pre-scheduled appointment:

1. Go to Meetings
2. Start a meeting and add the people you want to meet with (a client or team members)
3. Share the link with participants via email, SMS, or by copying it directly

If you add a client, the call is saved as a client session.

Sending the Join Link

The secure join link is sent to the client automatically at two points:

• At booking -- included in the appointment confirmation email/SMS
• Before the session -- a reminder with the link is sent according to your practice's reminder settings (typically 24 hours and 1 hour before)

You can also manually resend the link from the appointment detail page by clicking Resend Telehealth Link.

Waiting Room

The waiting room provides a managed entry point for telehealth sessions. Clients wait here until the practitioner admits them.

Feature	Detail
Queue display	See all waiting clients with their check-in time
Admission control	Admit clients individually when ready
Status indicators	Shows client connection quality and readiness
Multiple clients	Supports group sessions with multiple waiting clients

Managing the Waiting Room

1. When a client joins, they appear in your waiting room queue
2. Their check-in time is displayed so you can see how long they have been waiting
3. Click Let in to bring the client into the call. I'm running late tells them how long you'll be, and Not today closes their wait
4. If the client asked to be called instead, you'll see Would like a phone call
5. For group sessions, admit multiple clients as needed

Clients can join from 10 minutes before the start until 30 minutes after it. You can join from 15 minutes before the start, and stay joinable until the end of the appointment if it runs longer.

In-Session Features

Real-Time Chat

A text chat panel is available during the session for sharing links, resources, or brief notes without interrupting the conversation.

• Messages are visible only to you and the client
• Chat uses the appointment's message thread, so the client can read it again later in their messages
• Practitioners can share links and text-based resources
• Chat content is not automatically saved to clinical notes

Connection Quality Monitoring

Praxi monitors the connection quality of all participants throughout the session:

Indicator	Meaning
Excellent	Stable connection, high-quality video/audio
Good	Minor fluctuations, acceptable quality
Fair	Noticeable quality reduction, may affect session
Poor	Significant issues, consider audio-only mode

If connection quality drops, Praxi will suggest switching to audio-only mode to maintain session continuity.

Session Recording

Sessions can be recorded with client consent:

1. Before recording, you must obtain and document client consent
2. Click Start Recording in the session toolbar
3. All participants are notified that recording is active
4. Click Stop Recording to end
5. Recordings are stored securely and linked to the appointment record

Recording a telehealth session without explicit client consent is a

breach of Australian privacy law under the Privacy Act 1988. Always obtain and document consent before enabling recording. Consent status for both recording and AI transcription is tracked in the session record. All telehealth recordings are retained for a minimum of 7 years per AHPRA record-keeping requirements. :::

Clinical Mode

During a telehealth call with a client appointment, click the stethoscope icon in the call controls to open the full clinical session interface. This gives you access to voice transcription, live notes, clinical guidance, and the post-session wrap-up tools -- all while remaining in the video call.

Whiteboard

A collaborative whiteboard is available during telehealth sessions for visual exercises, psychoeducation diagrams, or collaborative drawing activities:

• The whiteboard uses an Excalidraw-based canvas shared between participants
• Drawings are auto-saved to the session record
• The whiteboard data is stored as part of the telehealth session for future reference

Assessment Sharing

During a telehealth session, practitioners can send assessments to clients in real time:

1. Click the assessment sharing option in the session toolbar
2. Select the assessment to send (e.g., PHQ-9, GAD-7, K-10)
3. The client receives the assessment on their device and can complete it during the session
4. Completed results are linked to the session record

Screen Sharing

Share your screen to present resources, assessment results, or psychoeducation materials during the session:

1. Click Share Screen in the call controls bar
2. Select the window or screen to share
3. Click Stop Sharing when finished

Medicare Compliance

Praxi validates telehealth sessions against Medicare claiming requirements:

Requirement	Validation
Video consultation	Confirms video was active (not audio-only)
Session duration	Tracks actual session time for MBS item eligibility
Provider eligibility	Verifies practitioner's Medicare provider number
Valid referral	Checks referral status before allowing claims

After the session ends, you can proceed to create an invoice and submit a Medicare claim directly from the appointment record. The system pre-selects the appropriate MBS telehealth item based on session duration and type.

Billing Integration

Telehealth sessions integrate with Praxi's billing system:

1. When a session ends, the appointment is automatically updated with the session duration
2. Navigate to the appointment to create an invoice
3. The appropriate telehealth MBS item is suggested based on session details
4. Submit the Medicare claim or generate a private invoice as needed

Settings

Configure telehealth settings at Settings > Telehealth:

Setting	Description
Default provider	Choose Jitsi, Zoom, or Coviu
Waiting room	Enable or disable the waiting room
Auto-send join link	Automatically send links with appointment reminders
Recording	Enable or disable the recording option
Video quality	Configure video quality preferences
Noise suppression	Set noise suppression level (Auto, Low, Medium, High, Off)
Connection monitoring	Set quality thresholds and alerts
Medicare compliance	Configure Medicare telehealth validation rules
Consent	Manage telehealth consent form settings
Notifications	Configure session reminders and alerts

Per-Practitioner Overrides

Individual practitioners can override the practice default:

1. Go to Settings > Telehealth > Provider
2. Select your preferred provider
3. Configure personal noise suppression and session feature preferences
4. Save your preferences

Troubleshooting

Client Cannot Join

1. Confirm the client has the correct join link (resend if needed)
2. Ask the client to try a different browser (Chrome or Safari recommended)
3. Check that the client's browser allows camera and microphone access
4. Verify the client has a stable internet connection

Audio or Video Not Working

1. Check browser permissions for camera and microphone
2. Close other applications using the camera
3. Try refreshing the page
4. Switch to a different browser if the issue persists

Poor Connection Quality

1. Switch to audio-only mode to reduce bandwidth requirements
2. Close unnecessary browser tabs and applications
3. Move closer to the Wi-Fi router or use a wired connection
4. If issues persist, consider rescheduling to a phone session

Related

• In-Session Tools
• Telehealth Setup & Requirements
• Voice Transcription Setup
• Calendar Overview
• Clinical Notes Overview
• Medicare Setup
• Billing Overview

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