If you see your patient is still in the waiting room after their telemedicine visit was completed, there could be two reasons why they have not left your waiting room.

  1. The clinician has not selected step number 5 to mark the visit as successful or invalid. If the clinician does not click on the last step of a video visit, the patient will stay in your waiting room until the clinician completes this step.
  2. The patient was routed back to the front desk after the clinician completed the virtual visit. If the clinician routes the patient back to the front desk they will remain in the waiting room until an administrator completes and ends the visit. Any administrative staff member can close the visit from the waiting room after it has been routed by the clinician.

Please email our support team if you need further assistance with a visit in your waiting room.