You can access links to your telehealth appointments in two places:
- Appointment reminder emails
- The Rula patient portal
This article provide guided steps for accessing and starting your telehealth session directly from the Rula patient portal or the appointment reminder email.
To ensure the privacy and security of your health information, we use Zoom for all appointments. Zoom is fully HIPAA-compliant. If you need to download Zoom, you can do so here.
Guided steps
Appointment reminder emails
Appointment reminder emails contain a link to join your telehealth appointment. These emails are sent 48 hours, 24 hours, and 1 hour before your appointment, based on when you booked your appointment. For example, if you booked an appointment less than 25 hours away, you'll not receive the 48 hour reminder.
The email will come from Rula, formerly Path Mental Health <support@pathapplication.com> and the subject line will contain “Your appointment with [your provider’s name]”.
If you’re having trouble finding the email, we recommend checking your Spam or Junk folder.
Once you’ve located your email, you can join your session by clicking Join appointment.
Rula patient portal
To begin your telehealth session in the patient portal:
- Log into the Rula patient portal
- Click on Appointments, located on the menu on the left side of the page.
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Click on the Start Video Appointment button on the appointment card to open your Zoom.
This link will be grayed out until 30 minutes prior to your scheduled appointment.
Note: If you click Copy Link and put the link into your browser more than 30 minutes prior to the appointment, you will be taken to a holding page that lets you know to return closer to your appointment time.
Steps to take if you did not receive your telehealth (Zoom) link or it's not working
Below steps to take and who to contact if you do not receive the appointment confirmation email with the link to your virtual visit. Lastly, if your virtual visit link does not work or the system is down this article addresses how you can handle this situation.
Telehealth (Zoom) link not received
If you do not receive the 24/48-hour appointment confirmation emails with the link to your virtual visit, please confirm the details of your appointment (date and time) by logging into the Rula patient portal. If you confirm the correct appointment date and time and still do not find an email with a link to your appointment, please call (323) 205-7088 to have a customer Support team member send you a new link.
Video visit is not working
If your Zoom link isn't working, message your provider as soon as possible to let them know, so you can troubleshoot together. If your provider does not respond, please call (323) 205-7088 to have a customer Support team member help troubleshoot the issue or reschedule your appointment.
Telehealth outage
In the event all Zoom links are not working or the system is down, providers who are contracted through Rula are approved to use a personal HIPAA-compliant video platform as a backup system for telehealth appointments, or they can opt to conduct the visit via phone call.
In the event of an outage, your provider will coordinate an alternate means of conducting your virtual visit, potentially via one of the HIPPA-compliant video platform options (as identified by Health and Human Services) listed below.
- Skype for Business / Microsoft Teams
- Updox
- VSee
- Zoom for Healthcare
- Doxy.me
- Google G Suite Hangouts Meet
- Cisco Webex Meetings / Webex Teams
- Amazon Chime
- GoToMeeting
Rula does not endorse or recommend any of these platforms. Rula will not be monitoring or controlling HIPAA compliance for providers using personal platforms.
Additional Resources
- General technical troubleshooting tips - Detailed instructions that you can use for troubleshooting general technical issues before contacting customer support. It provides best practices including how to download and use a Chrome browser, clear Cache/Cookies, and restart or refresh your Internet browser, program, or computer.