Table of Contents
Revision History
Application Overview
Accessing Virtual Care
Mobile Devices
Application Download
Using Virtual Care
Logging In
Signing Out
Personal Avatar
Availability
Accessing Staff Users and Patients
Patient Management
Adding a Patient
Care Teams
Program Enrollment
Assessments
Caregivers
Initiating a Meeting
Favorites
Calling a Colleague
Group Calling
Calling a Patient
Calling a Caregiver
Waiting for a Response
The Active Consultation
Adding another Party to the Active Meeting
Receiving a Meeting Request
Secure Messaging
Messaging a Favorited Staff User
Messaging through Search
Messaging a Group Member
Group Messaging
Messaging a Patient
On-Demand Contact
Sending an On-Demand Contact
Calls Log
Application Overview
The Synzi Virtual Care app allows healthcare professionals to communicate bidirectionally with colleagues and patients via secure video meetings and secured messaging. Users can initiate meetings by choosing a desired patient or colleague or via group calling to contact the first available colleague within a configured group of alike resources. Groups are configured by an administrator at the enterprise level. To use, the app requires a username and password supplied by your enterprise administrator.
Accessing Virtual Care
Mobile Devices
The Synzi Virtual Care application may already be loaded onto your device by your IT staff.
You can identify the Virtual Care application by its icon on your iOS or Android device.
Just press the icon to open the application.
Note that an Internet connection is required to access the
Virtual Care app. You must also enable access to the device camera, microphone, notifications, and phone for the app to work correctly.
If using a personal device, we recommend connecting to a Wi-Fi network when possible to reduce data plan usage.
Application Download
If not already on your device (e.g. an iPad or Android tablet), you can download
Virtual Care from the Apple App Store 
or Google Play Store 
. Searching for “Synzi Virtual Care” is the quickest way to get to the correct app.
Web Browser Access
You can access the Virtual Care application from your web browser via the URL vc.care.synzi.com/care.
Note that Google Chrome v28+, Mozilla Firefox v22+ or Safari is required.
Using Virtual Care
Logging In
When initially opening Virtual Care, you will be at the Login screen.
Enter your username and password and then press the Sign In button.
Note: Password is case sensitive.
Please select Accept or Allow when prompted for permission to access your device’s camera and microphone and to receive notifications.
Please select Forgot Password if you can’t remember your password and need to reset it.
Please contact your administrator if you do not know your username.
Depending on your IT policies, you may be able to save your username and password so that you don’t need to enter them each time you login.
Signing Out
To exit the Virtual Care application, press 
to access the side menu which includes the option to signout.
When signing out, users have the option to choose to log out of ‘This Device’ or
‘All Devices’
Personal Avatar
Users can update their personal 
avatar from the Virtual Care application. To do so, press 
to access the side menu. Once in the side menu, press and follow the screen instructions to update your avatar. There is the option to take a photo using the device camera or to choose from an existing photo on the device.
Availability
On initial login to Virtual Care application users are automatically set as Available to receive video meeting requests. Availability will be automatically updated by the application based on the user’s activity (example: in a meeting, logged out, away, etc.)
Accessing Staff Users and Patients
The Virtual Care application provides its users access to contact both staff users and patients from the same application. In addition to having the ability to contact staff users, users with access to contact patients will be able to view and contact patients on their patient roster.
To access staff users, press Staff.
Staff Users with access to Patients are able to view and contact patients in their enterprise from the ‘Patients’. Additionally, if the user has access to sibling enterprises or partner organizations, they can toggle between those enterprises’ patient rosters.
To access staff users, press Patients.
Patient Management
Adding a Patient
Staff Users can create and manage patient users directly from the Virtual Care application. To add a patient user, click 
and enter your new patient user’s information. To successfully create a patient user, you will need the following required fields:
• Identifier – alphanumeric identifier used to identify patients in your enterprise’s system of record.
• Display Name – name displayed across the Synzi application to identify the patient.
• Date of Birth – used to authenticate your patient during initial login of the Care Connect application.
• Message Type – patient’s preferred method of communication.
*Email - Mobile (SMS) or Both
• Email – used to deliver email communications.
• Phone – used to deliver mobile (SMS) communications
Care Teams Adding a care team will give the patient permission to call the individuals and groups specified. Care teams are created and managed from Enterprise Admin.
To assign a care team to a patient, click 
and select from the list of available care teams.
Program Enrollment
The content delivered via Patient Programs is fully managed via the EA console. Designated staff can create and manage patient-directed messages within the Synzi platform. Additionally, messages can be translated into multiple languages so that patients and members receive communications in their primary language. Patient Programs are defined by sequencing messages according to a designated schedule. The platform then sends messages automatically to patients and members who are enrolled in a program.
Once a patient is created, they are able to be enrolled in defined programs directly from the patient profile in Virtual Care. Virtual Care users with patient access are able to enroll patients into programs directly from the patient profile by clicking the 
button. Enrollment can be set to take place immediately or at a scheduled, future, date selected by the staff user.
Programs can be managed inside the virtual care application by selecting the desired program in the patient profile. Users can complete events on behalf of the patient and re-schedule future and/or missed events when needed. Additionally, users also have the ability to disenroll patients from a given program(s).
Assessments
Enterprises can create and manage custom assessments inside the enterprise administration console. Assessments can consist of different question types, such as, single choice, multiple choice, scale rating, text entry and yes/no. Additionally, answers can be flagged to alert staff users when intervention is needed.
Virtual Care users can assign assessments to their patients from inside the patient profile page. To view the list of available assessments and assign one, press 
.
Once assigned, the patient will receive a notification through their preferred communication method(SMS/Email) notifying of the available assessment. Additionally, the assessment will be available in the Care Connect application.
Caregivers
Patients may have caregivers that take care of their well-being. Through the Virtual Care application, staff users can assign a caregiver (if already set up in the system) or create a new caregiver account on the fly when needed. Caregivers are able to communicate on the patients' behalf with members of their care team and have their own, unique, login to the Care Connect application.
To add assign a caregiver, press 
and search for said caregiver using their mobile phone number. If a caregiver with that phone number is already created in the platform the results will return the caregiver account and can be assigned to the patient by selecting it.
If a caregiver with that mobile phone number does not exist in the system, the staff user can create the account on the fly. To create the account the system requires the caregivers name and contact information. Mobile phone number is always required as that will be used to authenticate into the Care Connect application and Email is optional.
Initiating a Meeting
Virtual Care introduces new, user friendly, ways to initiate secure meetings, making it easier than ever to communicate with colleagues and patients.
Favorites
Virtual Care allows users to manage favorite contacts that are accessible from their home dashboard. Once favorited, users can contact those colleagues by clicking or tapping on the desired user within the favorites bar.
Additionally, users will be able to determine colleague’s statuses from the favorites bar prior to initiating a meeting.
Staff users can favorite a user by pressing the star on the users account.
Calling a Colleague
Virtual Care users can search and contact colleagues within their enterprise from the Virtual Care application with the click of a button. Search functionality is accessible from the Staff tab and provides a way for users to locate any colleague within their enterprise, view his/her status, and initiate a secure meeting.
Group Calling
In addition to contacting a colleague directly, Virtual Care users can use the Call First Available feature within groups to contact the first available resource within a configured group of users. Groups are created and managed by enterprise administrators from the Enterprise Admin application. In addition to using the first available feature, a user is also able to view members of a group and chose to contact a member directly.
Calling a Patient
Virtual Care users with access to patient users can contact patients within their enterprise, or, if applicable, sibling enterprises, from the Virtual Care application with the click of a button. From the Patients tab, a user can use the search functionality to locate a patient, view his/her availability, and initiate a secure meeting.
Virtual Care users with access to patient users can contact caregivers within their enterprise, or, if applicable, sibling enterprises, from the Virtual Care application with the click of a button. From the Patients tab, a user can use the search functionality to locate a patient and their associated caregiver(s) and initiate a secure meeting.
Waiting for a Response
Once you have selected the desired colleague, group, or patient, the Synzi platform generates and sends a meeting request with the selected recipient. While the Synzi platform is contacting the recipient, you will see the profile picture (*if available) of that user or patient and a brief status of your meeting. Once your recipient accepts your meeting request, you will enter a secure meeting with that person. If you wish to cancel the meeting request, you can press the Cancel Call to return to the home screen.
If your recipient does not answer, the system will display the option to Retry Call, allowing you to retry contacting that user or to Cancel Call and return to your home dashboard.
Depending on availability, it may be that no one is able to respond to your meeting request. The application will display an Unavailable message after a pre-configured amount of time has passed. Usually, this timeout period is 30 seconds per recipient, but can be customized per enterprise.
The Active Consultation
After the meeting is established, you can converse via audio/video with other meeting participants. Depending on the context of your meeting, this may include other providers, staff, patients, etc.
You will notice a thumbnail sized feed of your own video feed as well as the other meeting participants’ feed on the top right of the screen.
The In-Call Menu
While in an active meeting, you can access the In-Call Menu on the bottom of the screen.
• The Speaker icon allows you to mute the audio you are sending.
• The Video Camera icon allows you to enter a “privacy mode” blocking video from being sent to the other participants.
• The End button allows you to hang up from the call.
• The Add Party button allows you to add a participant to your call.
Adding another Party to the Active Meeting
Depending on your role and organization’s configuration, you may be able to add additional participants to your active meeting. The 
icon presents the option to add additional participants to the active meeting. If the Add Party option is available, just click or tap the desired individual or group.
The platform will initiate and send a meeting request to the selected party.
Receiving a Meeting Request
Staff using Virtual Care can receive meeting requests from colleagues or patients. When being contacted by another party, you will receive an Incoming Call Notification.
The call notification will indicate who is requesting the meeting. You can Accept or Reject the meeting request. Accepting the meeting request places you into a meeting with the requesting party. If you miss the meeting request for some reason, the system will alert you with a notification.
*Note that the Virtual Care app runs in the background. If you are using another application or have your device in sleep mode, you will receive meeting notifications based on how your device handles background notifications.
Secure Messaging
In addition to communicating with staff and patient users through a video meeting, Virtual Care provides the ability to communicate with those same users, or group of users, through secure messaging. As a staff user you can easily locate another staff user or patient user and communicate using text messages through a secure connection. Messages are accessible directly from the Messages tab in the Virtual Care application with the ability to initiate messages with both patients and staff members from multiple points throughout the application. Additionally, when a new unread message is available, you will notice a notification icon next to the Messages tab. From the messages tab you will find a history of your previous conversations with the ability to continue any of your previous conversations as needed.
Messaging a Favorited Staff User
To initiate a secure message with a favorited staff member, press the desired user and click ‘Message’ to initiate a message. If you had a previous conversation with this user, you will be routed to said conversation.
Messaging through Search
To initiate a secure message with a staff member through the search functionality, search for the desired user and click
to initiate a message. If you had a previous conversation with this user, you will be routed to said conversation.
Messaging a Group Member
To initiate a secure message with a staff member inside a group, click on the desired group, find the user you would like to message and click to initiate a message. If you had a previous conversation with this user, you will be routed to said conversation.
Group Messaging
When there is a need to add additional parties to a secure message conversation, press 
to view a list of available users that can be added to the conversation. When added users to conversations, each users’ permissions are taken into account to ensure security and confidentiality. For example, only one patient is allowed to be in a group conversation and only staff members whom have access to patients can communicate with patients, regardless of who started the conversation.
Messaging a Patient
To initiate a secure message with a patient, locate the desired patient form the Patients tab and click
to initiate the message. If you had a previous conversation with this patient, you will be routed to said conversation.
On-Demand Contact
On-Demand Contact allows staff members with access to patients to communicate with patients at any time via the patient’s preferred method of contact (SMS or E-Mail). With On-Demand Contact a staff member can send one time, ad-hoc messages to patients outside of the application, regardless of the patient’s availability in the Care Connect application, creating an additional communication avenue for staff.
Reminder: keep the message HIPAA compliant, avoid sending PHI, and do not provide medical directives in the message content.
Sending an On-Demand Contact
To send an On-Demand contact message to a patient, select the desired patient and click the 
icon.
Next, chose from one of the available template and language configured by your enterprise or enter a custom message and press the send button. The system will use the patient’s preferred method of communication and deliver the message accordingly.
Calls Log
Users can always stay on top of their missed calls from the ‘Calls’ tab in the Virtual Care application. At quick glance, a red notification bubble allows each user to see they have missed a call. Opening the Calls tab allows each user to see their call history and if needed, contact an individual.
