Telehealth Frequently Asked Questions

At NorthKey, we understand that telehealth visits are a new way to conduct healthcare and because of that, we have developed some frequently asked questions to help ease the transition for you. As always if you have any questions or concerns please feel free to reach out to our ACCESS Line at 859-331-3292 and we will be happy to assist you.

What is telehealth?

Telehealth is a service provided through Zoom for Healthcare that allows you to have a safe and confidential virtual video meeting with your NorthKey clinician. By using the camera and speaker on your computer, tablet, or smart phone you will be able to communicate via a secure video session with your clinician.

What do I need to use telehealth/Zoom?

You will need a computer, tablet, or smart phone with internet access, a video camera, and a valid email. Headphones are strongly recommended but not required. Your email will be used to send you the Zoom link and information that you will need to attend your virtual appointment. Zoom does not require that you create an account to attend a virtual session.

Will my information and session be safe?

Yes, we have done our very best to make sure your private information is safe, secure, and compliant with HIPAA regulations and procedures. All of our clinicians see clients in a private space to ensure privacy and confidentiality.

What do I do if I lose my connection or my internet is not working?

Try to re-call the meeting room ID on Zoom. If you are experiencing internet outages, or are having trouble with your connection call our ACCESS Line at 859-331-3292.

What if I have to cancel?

Please contact us at 859-331-3292 and we will help you cancel and reschedule your appointment.

What if I’m concerned for my privacy because I do not live alone?

We recommend that you find a quiet room and ask for privacy during your appointment. Using headphones during the video session is also a way to keep your visit more private and often makes it easier to hear.

My child has a telehealth appointment, what should I do?

We recommend that you let your child participate in their appointment alone in a quiet space where they feel safe. Please respect your child’s privacy and be in another room during the appointment, unless otherwise discussed with your child’s clinician. If you have headphones, give your child headphones and make sure the camera shows as much of their body as possible.

What if I lost or didn’t receive a Zoom invitation?

Don’t worry, if we have not reached out to you to provide you with your Zoom link information, please call our ACCESS line at 859-331-3292 and we will be happy to make sure you have everything you need for your virtual session!

Does Zoom have a Smartphone app?

Yes, Zoom is available for download on the Apple and Android app stores. Just follow the instructions below to get the app.

  • Click Here for Android Instructions.
  • Click Here for Iphone Instructions.

What if I don’t have Zoom on my computer?

This is not a problem, you can download the app for free from the Zoom website by following these instructions for both PC and Apple computers:

  • Click Here for Desktop/Laptop Instructions.


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