Emergency Management and Troubleshooting Guide
Telepractice Dysphagia Assessment Service

SITE NAME:

SITE LOCATION:

Category	Issue/Problem	Suggested action	Contact details	Other details
Patient issues
Deterioration in medical status / respiratory distress	Emergency medical attention required
Acute change in status – no distress	Contact medical staff
Technical issues
Can’t make call	Check system is connected to network Check telehealth number is correct using Telehealth Directory Check other site has system connected	Other site : Telehealth coordinator: Telehealth technical support: Phone: 1800 066 888 7:45am - 5:00pm Mon - Fri Other site : Telehealth coordinator: Telehealth technical support: Phone: 1800 066 888 7:45am - 5:00pm Mon - Fri
Can’t see required image	Check LCD monitor is turned on Check camera cable is connected Check system layout is showing self view and other site simultaneously
Problem hearing far side	Check microphone cable is connected Is other site’s microphone in suitable position? Is other site’s microphone on mute? Is the volume on your monitor at an appropriate level? Have you tried adjusting the volume on your telepractice system? Is there significant background noise or conversation at the other site?
Can’t hear lapel mic	Check lapel mic cable is connected
Far side can’t hear you adequately	Is your microphone in suitable position? Is your microphone on mute? Is the other site’s volume on their monitor at an appropriate level? Has the other site adjusted the volume on their telepractice system? Is there significant conversation or background noise at your site?
Equipment
Telehealth equipment	Faulty or damaged	Contact Professional Lead & Telehealth Coordinator / Telehealth technical support	Professional lead: Telehealth coordinator: Telehealth technical support: Phone: 1800 066 888 7:45am - 5:00pm Mon - Fri
Clinical equipment	Issues with access or function	Contact Professional Lead	Professional Lead:
Consumables	Stocking of consumables	Contact Professional Lead	Professional Lead:
Operational processes
Room or equipment bookings	Issues with room or equipment access	Contact Professional Lead
Staffing	Staff access or performance	Contact Professional Lead
Referral and booking procedures	Issues with referral or booking procedures	Contact Professional Lead
Patient transport	Issues with patient transport to telepractice session	Contact Professional Lead