Carter Telehealth

Frequently Asked Questions

FAQ

What do I do if I have trouble scheduling an appointment?

Whether you are a new or existing patient, if you have trouble scheduling an appointment, please call our office so we can assist you. If we are unable to answer your call, please leave a message and we will return your call. You can also message us via text or by using your patient portal.

Our number is (606) 225-4443.

 

Patient/Client Portal

How do I access my Patient Portal?

You can access your Patient Portal (also called Client Portal) here or from our website or from the Telehealth by SimplePractice app on your phone. If you have trouble accessing your portal, please contact our office.

Why do I get an “Email in use” message when I try to schedule as a new patient?

If you receive this message, please contact us at (606) 225-4443. This usually occurs when members of the same family share a single email address. Our office can assist you in adding minors to your patient portal account. You may also use a different email for each individual in the family.

Additionally, if you have a google account, you can add “+1” to your Gmail account to bypass this error. For example, if your email is janedoe@gmail.com for one member of your family, for another member you can enter janedoe+1@gmail.com and you will receive required paperwork and notifications through your original account. This works for GMAIL ONLY.

 

Preparing for Telehealth Appointments

What browsers are supported?

Telehealth works on the latest versions of Google Chrome, Mozilla Firefox, Safari, and Microsoft Edge on desktops/laptops.

For mobile devices, the SimplePractice Telehealth app for iOS or Android is currently the only supported method for accessing appointments.

 

Will I have to install or download anything in order to join the session?

You will be able to join the session on your computer by clicking the link we provide.

You won’t have to:

Download or install software or extensions

Enter a password or ID to access the session

Create an account or login into an account

If you prefer to use a mobile device for your appointments, we have a mobile app that patients can download. You can find the app in the iOS and Android app stores by searching for Telehealth by SimplePractice.

 

Can I access my Telehealth appointment using the same link from past appointments?

All Telehealth appointment links expire at the end of each session. You won’t be able to bookmark the link to your appointments. In order for you to access the appropriate link for an upcoming Telehealth appointment, you’ll need to either click Join Video Call from your Telehealth appointment email reminder or click Join Video in the Upcoming appointments section in your Client Portal.

 

What do I do if I can’t join the televisit?

If you are having trouble accessing your Patient Portal or cannot connect to the televisit, call our office at (606) 225-4443.

Carter Telehealth

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Carter Telehealth L.L.C. All Rights Reserved. Created by CMG.

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Carter Telehealth

Carter Telehealth’s Appointment Cancellation Policy

Scroll down to agree to the policy below.

1. Please note that Carter Telehealth requires a 24-hour notice if you need to cancel or reschedule your appointment, this includes same day appointments. This will allow us the opportunity to provide care to another patient. Failure to cancel or reschedule your appointment prior to this time will result in a $25 cancellation fee, charged to the card on file.

2. Unfortunately, a “No-Show” or missed appointment, without the proper 24-hour notification will also result in a $25 cancellation fee. We apologize for any inconvenience.

3. If you are 15 or more minutes late for your appointment, you will be considered a “No Show” and the appointment will be cancelled. If you are having trouble logging in and/or know you will be late, please call or text the office at 606-225-4443 to let the provider know and see how they can assist you.

4. As a courtesy, you will receive an appointment reminder call/text/email one day prior to your appointment. Please note, if a courtesy reminder is not received, the cancellation policy remains in effect. The reminder is a courtesy, not a condition to the cancellation policy.

5. Providers at Carter Telehealth are licensed to practice within the state of Kentucky ONLY. For this reason, the patient must be in the state of Kentucky at the time of the telehealth visit or the appointment will be cancelled. A $25 processing fee will be applied to the card on file.

6. If the provider must cancel for any reason, you will be refunded the full amount of the prepayment. Please understand that if/when it happens, we are regretfully cancelling and apologize for any inconvenience it may cause you.

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