You can access links to your telehealth appointments in two places:
- Appointment reminder emails
- The Rula patient portal
This article provides 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, depending on when you booked. 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] on [Date, Day] at [Time]”.
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 virtual appointment.
Rula patient portal
To begin your telehealth session in the patient portal:
- Log in to 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 paste the link into your browser more than 30 minutes before your appointment, you'll be taken to a holding page that tells you to return closer to your appointment time.
Complete required information (first appointment)
Before your first appointment at Rula, you may be asked to complete a few steps to enter the Zoom waiting room. If you have not already completed your consent forms or provided your address, you'll be asked to do so before meeting with your provider.
Complete your self check-in (all appointments)
Prior to each appointment, you’ll be asked to answer a few questions about how you’ve been feeling as part of Rula’s clinical approach to measurement-informed care. This short survey typically takes less than 5 minutes to complete and can be accessed through the patient portal, your appointment reminder emails, or the meeting waiting room.
Completing your survey in the waiting room will allow you to join the session two minutes early. Lack of completion will allow you to join at the exact start time.
Regularly completing these surveys also allows your provider to monitor any changes to your symptoms and make any necessary adjustments to your treatment plan.
Troubleshooting Telehealth (Zoom)
Below are the steps to take and who to contact if an issue occurs when trying to start your telehealth (Zoom) session, depending on a few scenarios.
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 chat with us (widget in the bottom right-hand corner of this page), and a customer Support team member will 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 chat with us (widget in the bottom right-hand corner of this page) to have a Support team member help troubleshoot the issue or reschedule your appointment.
Stuck on a loading screen
It's possible that after signing your consent forms (initial appointment) and completing your check-in survey (all appointments), you get stuck on a loading screen when trying to start your appointment.
If this happens, click "Having Trouble Joining?" at the bottom of your screen. This will prompt you to use the Zoom app to start your appointment instead of staying in the web browser.
Telehealth outage
In the event that 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.
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