Chat Visit Tips
Best Practices for Chat-Based Appointments
This guide outlines key tips and expectations for delivering high-quality, efficient care through Rocket Doctor’s chat-based platform.
🔊 Audio & Video Setup Tips
Ensure Your Audio/Video Are Disabled
- On a MacBook: Press
F10to mute audio - On a PC: Mute your volume in system settings
- Adjust your browser window to display only the chat messenger, avoiding accidental video transmission
If the Patient’s Audio Is On Kindly ask them via chat to turn it off for privacy and to maintain platform standards.
🎥 Troubleshooting? Watch our step-by-step walkthrough:
Chat Visit Troubleshooting Video (Loom)
✅ General Guidelines
Use Standard Clinical Practices
Treat chat visits with the same diligence as in-person care. If a physical exam isn’t possible, ask detailed, structured questions and gather a thorough patient history.
Stay Engaged
Summarize the patient’s concerns, ask clarifying questions, and offer relevant health education. Maintaining a conversational tone ensures the session feels interactive and supportive.
🧾 Tips for Conducting the Appointment
Start with an Introduction
Begin each visit by greeting the patient and introducing yourself by name and role.
Prepare in Advance
Review the patient’s history beforehand to personalize your questions and save time.
Use Tools Effectively
- Use pre-set templates for common conditions
- Upload documents or share links for clarity and follow-up
- Share educational content when appropriate
Close the Appointment
- Ask: “Is there anything else you'd like to discuss today?”
- End the session with a clear, polite close: “Thank you for your time today.”
🤝 Ending the Visit
Explain Next Steps
Let the patient know what to expect after the visit, including:
- Prescription processing timelines (typically 24–48 hours)
- Any labs, imaging requisitions, or follow-up appointment needs
Conclude Formally
Always thank the patient and confirm they have no further questions before ending the chat.
🔄 Handling Video Conversions
If you determine that a non-emergency concern requires visual assessment:
- Complete the current chat visit
- Request a video appointment for the same or next day
⚠️ Reminder: If a visit is converted to video during an assigned chat shift, it must be refunded. For more information, click here.