Telehealth

Mediyn includes built-in telehealth video calling, allowing therapists and patients to meet virtually without a third-party app. Sessions are recorded automatically, and the AI documentation pipeline — transcription, clinical summary, and key insights — runs as soon as the therapist ends the call. Telehealth is available on the Professional plan and above.

Starting and scheduling telehealth sessions

Therapists can schedule a virtual session from the Schedule page by enabling the Virtual Session toggle in the New Session dialog. Once created, a Join Virtual Session button appears on the session detail page.
Starting an instant telehealth session takes the therapist directly to the video call page so they can join immediately.
Clinic staff and therapists can send join links to patients on demand from the session management view.

Joining a session

Patients and therapists can join a telehealth video call directly from the session detail page, the patient portal, or the link in their appointment notification email.
Therapists and patients on iOS can join directly from the Mediyn iOS app. Tapping a session link opens the video call immediately with no separate login step. The connection uses a short-lived, single-use code that expires automatically.
An email with a direct join link is sent approximately one hour before each telehealth session. The link becomes active 15 minutes before the scheduled start time and expires automatically when the session ends.
Session links remain active for up to 15 minutes after the scheduled end time, consistent with the 15-minute early-join window before the session starts.
When a therapist joins before the patient, the session appears at the top of the patient’s Sessions list with a Live badge and a Join Now button. A banner on the patient’s home page also alerts them that their therapist is waiting, with a direct link to join.

In-session experience

Telehealth video calls run in a full-screen view; the navigation sidebar is hidden for the duration of the call.
Microphone and camera controls are fully functional for both therapists and patients.

Waiting and access checks

Before joining, the patient portal checks whether the therapist has started the room and shows a waiting indicator until it is ready.
If a session cannot be joined, a clear, specific message is shown — for example, if there is an outstanding invoice, if a monthly session limit has been reached, or if the session has already ended.
If your account has an outstanding unpaid invoice, you will see a payment prompt when attempting to join. Payment can be completed from that screen before entering the session. The therapist is not affected and can always enter the session as scheduled.
Sessions that have been completed or cancelled do not display a join button.

Automatic recording and AI documentation

Sessions are recorded automatically. No manual upload is required.
After a call ends, the recording is processed to generate a transcript, clinical summary, and key insights. The session advances to the In Review stage without manual intervention.
When a telehealth call ends without any audio being captured, the session is correctly marked as ended, the recording timer stops, and the Join Session button no longer appears.
When a session recording contains no detectable speech, Mediyn immediately marks the session as unable to transcribe rather than leaving it in a processing state. A clear status is shown so therapists can take action — such as writing notes manually — without waiting.

Managing stuck or failed sessions

If a recording is not confirmed in storage after a call ends, the session remains editable so the therapist can add notes manually or take other action.
Clinic administrators have a dedicated option to formally cancel sessions confirmed to have no recoverable recording.
Clinic admins and therapists can reprocess a session that is stuck without contacting support. A Reprocess action is available for sessions that have been in a processing state without producing notes or artifacts.
Mediyn detects and logs stuck sessions automatically so issues can be identified and resolved proactively.
Uploading an audio recording to a session that has not been started returns a clear error. The session must first be set to in-progress via the standard session-start flow before a recording can be attached.

Resolved service issues

A production infrastructure issue previously caused some telehealth sessions to become stuck in a processing state, preventing transcription and AI notes from completing. This has been fully resolved. Sessions now complete end-to-end as expected after a call ends.
Telehealth sessions were affected by a service issue between approximately March 22 and March 24, 2026 that could prevent recordings and transcription from completing. This has been resolved. Affected sessions can be cancelled if needed, and all new sessions process normally. If you experienced a session that never completed processing during the affected period, please contact support.