Frequently Asked Questions

Questions for Organisations

Video Conferencing

How do I setup video conferencing?
How do I join a video conferencing?
My video conferencing isn't working, what do I do?
Why should I use HotHealth for video conferencing and not another platform?
How can I tell how many video conferencing I have used in my plan?
How do I setup video conferencing?

Setting up video conferencing is easy. All you need to do is enable the staff profile and appointment sections and add your staff members that are available for online consults.

How do I join a video conferencing?

To join a video conference click on the appointments section from the phone app or web browser. Select your upcoming appointment and select ‘Join’. Please note, you can only ‘join’ the consultation up to 5 minutes before your scheduled time. See video below.

My video conferencing isn't working, what do I do?

Please make sure that you have allowed HotHealth to access your microphone and camera. When you first access a meeting you will be prompted. If you refused then, please follow the instructions below.

IPHONE & IPAD USERS
1. Open the Settings app.
2. Scroll down to “HotHealth”
3. Toggle the Microphone and Camera options on.

ANDROID USERS
1. Open the Settings app.
2. Tap on “Applications”
3. Tap on “Application Manager”
4. Look for the HotHealth app and tap on “More” (top right corner).
5. You’ll now see a list of options, tap on “Permissions.”
6. Toggle on the Microphone and Camera options on.

Once you are in the video conferencing screen, check that your microphone is not on mute and that you have the video function turned on.

If you cannot see the other person, they may be running late to the appointment. Wait a few minutes past your scheduled time and give your provider a call. If there are technical issues please contact us.

Why should I use HotHealth for video conferencing and not another platform?

HotHealth’s Video Conferencing function has been designed to adhere to security standards for Australian Healthcare. Other platforms that offer video calls do not meet these standards. HotHealth allows you to keep your brand in focus, just like if your client attends your practice. Clients can access the appointment directly from your own HotHealth site or from within the app.

How can I tell how many video conferencing I have used in my plan?

You can track how many video conferencing sessions you have had in the month in the Appointments Section Setting within the Dashboard. This will tell you how many sessions you have remaining for the current month.

Appointments & Booking

How do I schedule an appointment?
What is the difference between Appointments and External Bookings?
How do I edit my appointment availability times and fees?
How many appointments (face-to-face and video conferencing) are included in my subscription?
Can the booking system integrate with practice management software?
Do you send the patient a booking reminder?
How do I schedule an appointment?

You can schedule an appointment by clicking on New Appointment button in the appointments section. Please ensure that you are logged in and have appointment manager or manager access.

What is the difference between Appointments and External Bookings?

The Appointments section is HotHealth’s internal booking system and allows you to undertake bookings and video conferences inside the platform. External Bookings enables you to link to third party booking engines.

How do I edit my appointment availability times and fees?

You will need to login via a desktop or laptop to edit your appointment times and fees.

To edit the default settings for all staff, go to your manager dashboard and click on the appointment setting section. If you want to edit each staff member individually, do this via the ‘Staff Profiles’ tab on your top menu bar. You can then edit each profile’s fees, times and information.

How many appointments (face-to-face and video conferencing) are included in my subscription?

The cost of appointments booked varies depending on what plan you are on. The plans have a number of free online (video conferencing) sessions included. Please view the pricing page for more details.

Can the booking system integrate with practice management software?

HotHealth integrates with PrimaryClinic and MasterCare+. It is FHIR enabled, so with development work it can connect to any FHIR enabled practice management software.

Do you send the patient a booking reminder?

Confirmation and reminder emails are sent to the email address input at the time of booking. If your client is using the HotHealth app, a push notification will also be sent. Reminders are sent one day prior and five minutes before the scheduled start.

Your HotHealth Website

How can I track my website visitors?
What is the difference between a normal website and a HotHealth site?
What if I don’t have time to set-up my HotHealth site?
Where can I get images from and what do I do if they don’t fit the required size?
Can I share articles on my website?
Can I share news on my website?
How can I track my website visitors?

HotHealth provides a field for you to input a Google Analytics tracking code in the website presentation section. You can find out more about Google Analytics and how to register your site here.

What is the difference between a normal website and a HotHealth site?

HotHealth can be customised to suit your needs. If you need a website, enable all the contact and news features. If you only need an online booking or video conferencing portal, you can disable all features besides online booking and video conferencing.

What if I don’t have time to set-up my HotHealth site?

Contact us about finding out how we can assist in setting your site up for you.

Where can I get images from and what do I do if they don’t fit the required size?

You can find stock images from sites like ShutterStock or PixaBay. If the resolution is too high, you can reduce the image size on sites like Compressor.

Can I share articles on my website?

You can share articles on your website to be viewed by all visitors. Within these articles you can add images to the body of text using a textbox format. Here there are options of ‘Heading 1’, ‘Heading 2’, ‘Heading 3’ styles etc. which can be used for SEO. You can also label your articles to be easily found by people searching for specific topics.

Can I share news on my website?

You can share news and blogs to a targeted audiences on your website. For example making it viewable only to people within a certain group, ie Diabetes Group or Wellness Group. You can send these groups push notifications via the HotHealth app and email them direct on updates on the posts. You can also add a video, image or PDF file to this post.

User Type

What is a manager?
What is an assistant manager?
How do I see who the managers are?
I no longer want to be a manager. How do I hand it over to someone else?
What is a manager?

A manager in HotHealth is a user with the power to control all aspects of the app and website. The person who created the app, it automatically a manager. You can have multiple managers by granting additional access to users in the “Managers” section of the “Dashboard”.

They will be responsible for selecting which features are turned on and off, and what that app/website looks like. They will manage things like security levels, group requests, news articles, etc.

An manager can do everything in your app so be careful who has manager access!

What is an assistant manager?

An “Assistant Manager” can create and edit news articles and events (including sending push notifications) from within the app only. Further, they only have access groups that they are part of. That means they can only edit an event if that event has been made visible to a group they are part of. It also means they can create a new event but can only make it visible to groups they are part of.

They do not have privileges to access this web site management system so they cannot change any of the features of your App or edit and approve member requests.

How do I see who the managers are?

Go to your “Dashboard” and select “Managers”. Here you can see a list of all users that are managers.

I no longer want to be a manager. How do I hand it over to someone else?

Go to your dashboard and click on the “Managers” button. Add another user that you want to make a manager (if they are not already a manager). Make sure that you make them a “Manager”. Once you have a new manager for your app, they will be able to delete you or remove your manager access.

Your Account & Organisation’s App

Can I create multiple organisations?
How can I stop random people joining my organisation's app?
What if I want to invite someone and they don't have an iPhone or Android phone?
How do I delete my organisation?
How do I downgrade my account?
How can I change the name of my organisation's app?
Can I create multiple organisations?

Yes.

Note, you can create a maximum of 10 organizations and you can only have one HotHealth account per email address.

How can I stop random people joining my organisation's app?

HotHealth has a number of security and privacy settings so you have total control over who joins your organization and what information they are authorized to see. You are in control of your HotHealth app. In the dashboard go the the “Groups” page and set up groups to find out more.

What if I want to invite someone and they don't have an iPhone or Android phone?

All functionality of HotHealth is available through a mobile friendly website. The main difference is that you cannot receive push notifications and will instead need to rely on email.

How do I delete my organisation?

Click on the “Organization Details” option in the bottom left section of your dashboard. In the help text at the top of the page there is a link to delete your account.

How do I downgrade my account?

Click on the “Organization Details” option in the bottom left section of your dashboard. Click on the button to “Downgrade” your account. Note, the downgrade will take effect immediately but it will not be until the next billing cycle that you see the reduced price reflected.

How can I change the name of my organisation's app?

Click on the “Organization Details” option in the bottom left section of your dashboard. On this screen you can change the name of your organization.

Other

What is HotHealth?
How much does HotHealth cost?
What if I want to invite someone and they don't have an iPhone or Android phone?
What if my patients do not wish to sign up for HotHealth?
Is any of my patients’ data stored?
What is HotHealth?

HotHealth is a tool that allows health and wellbeing professionals to build an online platform and engage with their patients and clients.

How much does HotHealth cost?
 See the pricing page for more details.
What if I want to invite someone and they don't have an iPhone or Android phone?

All functionality of HotHealth is available through a mobile friendly website. The main difference is that you cannot receive push notifications and will instead need to rely on email.

What if my patients do not wish to sign up for HotHealth?

Your patients and clients only need a login if they are joining a video conference. They can access your site via the public URL at all other times, provided your viewability is set to public.

Is any of my patients’ data stored?

HotHealth is not a practice management system and stores no clinical or health related data.

Questions For Users

What is HotHealth?
Which phones and tablets can use HotHealth?
Why aren't I receiving push notifications?
How do I set-up do not disturb functionality so that push notifications do not interrupt what I am doing?
I forgot my password. What do i do?
How do I change my email address?
How do I create my own organisation?
How do I know which groups I belong to?
How do I join a video conferencing?
How do I book an appointment?
My video conferencing isn't working, what do I do?
Can I add events to the calendar on my phone or computer?
Why can't I see all the messages?
What is HotHealth?

HotHealth is a free app that allows you to keep up-to-date with your key healthcare providers.

If your provider is offering virtual consultations you can use HotHealth to have your appointment from your phone.

Your provider can invite you to groups so that you can be notified when there are events or content relevant to you.

Which phones and tablets can use HotHealth?

IOS
The HotHealth app will work on all Apple iPhones, iPads and iPods running iOS 10+. This covers 90% of all iOS devices as at November 2017.

ANDROID
The HotHealth app will work on almost all Android devices running Android 5.1+ (JellyBean). This covers 72.6% of all Android devices as at November 2017.

WINDOWS
The is currently no Windows Phone app although all functionality of HotHealth is available through a mobile friendly website. The main difference is that you cannot receive push notifications and will instead need to rely on email.

BLACKBERRY
The is currently no Blackberry app although all functionality of HotHealth is available through a mobile friendly website. The main difference is that you cannot receive push notifications and will instead need to rely on email.

Why aren't I receiving push notifications?

The first thing to do is make sure you have the latest version of the HotHealth app. Go to the App Store or Google Play and see if there is an update.

IPHONE & IPAD USERS
Please check the following.

Check you are not in “Do Not Disturb” mode.
Sometimes, notification sounds and alerts can be blocked by the “Do Not Disturb” settings.

  1. Go to “Settings” on your home screen.
  2. Select “Do Not Disturb”
  3. Either turn off all options, or make sure that your scheduled “Do not disturb” times are not causing you not to see notifications.

Make sure Notifications are turned on in your phone settings
Please note that this process varies a little between versions of iOS.

  1. Go back to “Settings” (from your home screen) and select “Notifications”
  2. Scroll down until you see “HotHealth”
  3. Make sure that the “Alert Style” is set to either “Banners” or “Alerts”.
  4. While on that screen, also make sure you turn on all other options.

Make sure Notifications are turned on in HotHealth
First of all make sure that you are logged in to HotHealth on your phone. Assuming that is the case, follow these steps to make sure notifications are turned on.

  1. Go to your HotHealth (ie. select a team from the home screen).
  2. Inside of your HotHealth, click on the “Settings” in the top right.
  3. Make sure that you have “Notifications” turned on.

ANDROID USERS
There are a number of things to check.

Check notifications are enabled
Lets check to see that you have notifications enabled.

  1. Select “Settings” from your menu.
  2. Select “Apps” (it is sometimes called “Application Manager”) from the “Settings” menu.
  3. Find “HotHealth” from your applications listing (you can scroll to it or use the search function at the top of the screen).
    Ensure the “Show notifications” tick-box is selected.

Check you are not in “Do Not Disturb” mode
Sometimes, notification sounds and alerts can be blocked by the “Do Not Disturb” settings.

  1. Select “Settings” from your menu.
  2. Select “Sound” from the “Settings” menu.
  3. Ensure that “Do not disturb” is off.
  4. If you are still not receiving push notifications, please contact HotHealth and we will look into it.
How do I set-up do not disturb functionality so that push notifications do not interrupt what I am doing?

IPHONE & IPAD USERS
If you are on an iPhone or iPad, if you go to “Settings” and then “Do Not Disturb”, you can set your phone to not make a sound during certain times of the day (e.g. 10pm to 7am).

ANDROID USERS
If you are on an Android phone, there is a “Do Not Disturb” mode that you can turn on before you go to bed. This will stop sounds and vibrations.

I forgot my password. What do i do?

Open HotHealth and tap the “Log In” button. Click on “forgot password” and follow the prompts.

Alternatively you can go here to reset your password.

How do I change my email address?

HotHealth uses the same login credentials as Lifecard. Please log in to Lifecard and change it there.

How do I create my own organisation?

An authorized person from your organization can create HotHealth site. We call this person a “manager” as they have complete control over the platform. HotHealth can support multiple managers if you want more than one person to be able to manage the tool.

Click here to create a website and app for your for your organization. Select what plan you want to start with and then click the “create” button at the bottom. From there simply follow the step-by-step instructions.

How do I know which groups I belong to?

You can see what groups you belong to via the ‘options’ on the HotHealth App or ‘my settings’ if you are accessing the platform from your web browser.

How do I join a video conferencing?

To join a video conference click on the appointments section from the phone app or web browser. Select your upcoming appointment and select ‘Join’. Please note, you can only ‘join’ the consultation up to 5 minutes before your scheduled time. See video below.

How do I book an appointment?

If your provider has appointments enabled you can book an appointment via the ‘Appointments’ section on the navigation bar. If they do not have ‘Appointments’ enabled, please contact them and they will schedule the appointment.

My video conferencing isn't working, what do I do?

Please make sure that you have allowed HotHealth to access your microphone and camera. When you first access a meeting you will be prompted. If you refused then, please follow the instructions below.

IPHONE & IPAD USERS
Open the Settings app.
Scroll down to “HotHealth”
Toggle the Microphone and Camera options on.

ANDROID USERS
Open the Settings app.
Tap on “Applications”
Tap on “Application Manager”
Look for the HotHealth app and tap on “More” (top right corner).
You’ll now see a list of options, tap on “Permissions.”
Toggle on the Microphone and Camera options on.

Once you are in the video conferencing screen, check that your microphone is not on mute and that you have the video function turned on.

If you cannot see the other person, they may be running late to the appointment. Wait a few minutes past your scheduled time and give your provider a call. If there are technical issues please contact us.

Can I add events to the calendar on my phone or computer?

IPHONE & IPAD USERS
When viewing an event, scroll up to reveal the “Add to calendar” button and tap it.

ANDROID USERS
When viewing an event, scroll up to reveal the “Add to calendar” button and tap it. This will prompt you to add the event to your calendar on your phone. Note, it is possible to have another calendar app on your phone that overrides the default calendar app. Some calendar apps may or may not support adding events like this.

WEBSITE
When viewing an event, press the “Add to Calendar” button. It will download an “iCal” file. This is a fairly standard event-sharing file that works for a variety of calendar programs (Apple Calendar, and newer versions of Outlook and Outlook Express included). It depends on how you have configured your computer as to what program will open up iCal files.

At present it is not possible to subscribe to all events by an organization.

Why can't I see all the messages?

Managers can publish or sent information to everyone or to “groups”. It may be that you are only seeing the content that is available to everyone.

If you are on the web, first of all, make sure you are logged in to HotHealth. If you are not logged in you will not see content published to groups.

Check to make sure that you are in the correct group for your organization. Click on “Settings” inside your organizations HotHealth app, select “Groups” and fill in the form to request access to the correct group(s) for you.

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