Upcoming Changes to Telehealth Services In-Detail

Transitioning to Zoom Telehealth Services

Power Diary Telehealth Plus+ service will transition to Zoom Telehealth Pro beginning October 1, 2024. Additionally, beginning November 1, 2024, Telehealth Lite will transition to Zoom Telehealth Basic.

Key Features of Zoom Telehealth Pro

With Zoom Telehealth Pro, users will have access to the following advanced features integrated into their Power Diary system:

Unlimited, Unrestricted Telehealth Sessions: No session time limits.
Group Sessions: Host telehealth group sessions with up to 20 participants, plus the host.
Computer Audio Sharing: Share audio from media files (e.g., YouTube videos) directly within Zoom.
Screen Sharing: Easily share your screen during sessions.
Virtual Backgrounds: Customize your telehealth background for a more professional environment.
Whiteboards: Collaborate with clients using virtual whiteboards.
File Sharing: Send and receive files during the session.
In-App Chat: Engage with clients during the session for smooth communication.
Zoom Flexibility: Use either the Zoom Desktop App or your browser to run Zoom sessions. Rest assured, users are not required to download Zoom for this service to function properly.

Key Features of Zoom Telehealth Basic

With Zoom Telehealth Basic, users will have access to the following advanced features integrated into their Power Diary system:

4 Complimentary Zoom Telehealth Pro sessions per practitioner/per month
Free, unlimited 40-Minute Sessions
Free, unlimited 40-Minute Group Sessions: Host telehealth group sessions with up to 20 participants plus the host.
Computer Audio Sharing: Share audio from media files (e.g., YouTube videos) directly within Zoom.
Screen Sharing: Easily share your screen during sessions.
Virtual Backgrounds: Customize your telehealth background for a more professional environment.
Zoom Flexibility: Use either the Zoom Desktop App or your browser to run Zoom sessions. Rest assured, users are not required to download Zoom for this service to function properly.

How to Prepare for the Transition

Download Zoom: We recommend downloading the Zoom Desktop App to access all Zoom Telehealth Pro features. Users can download it here.
No Workflow Changes: The system will still automatically create telehealth links. All previous links will continue to work.

Pricing for Zoom Telehealth Pro

Pricing per practitioner/month:

US: $9
UK: £7
EU: €9
NZ: $9 NZD
AU: $9 AUD + GST
CA: $9 CAD
ZA: R160
World: $9 USD

Pricing for Zoom Telehealth Basic

4 Telehealth Pro sessions / per practitioner / per month
Free, unlimited 40-Minute Telehealth sessions

Timeline for the Transition

October 1st: Zoom Telehealth Pro (Beta Release) goes live
November 1st: Billing for Zoom Telehealth Pro will begin.
November 1st: Zoom Telehealth Basic goes live. Replacing Telehealth Lite.

Frequently Asked Questions

Why is Power Diary making these changes? Telehealth Lite and Telehealth Plus+ are powered by Twilio. Twilio’s decision to discontinue their video-sharing service prompted us to transition to Zoom, ensuring a more reliable and feature-rich telehealth solution.
What happens to my existing Telehealth Lite or Telehealth Plus+ account? Telehealth Lite will automatically transition to Zoom Telehealth Basic, a free option with 40-minute session limits and group sessions. Telehealth Plus+ users will now have access to Zoom Telehealth Pro, with unlimited session times and additional advanced features at a flat, low monthly price per practitioner. See pricing here.
Will I be charged for Zoom Telehealth Pro? Yes, Zoom Telehealth Pro is available with flat rate pricing (see pricing here), offering unlimited session time and additional advanced features.
Calls lasting 40 minutes or less do not require us to allocate a Zoom license, allowing us to support these calls for free. Calls longer than 40 minutes require us to allocate a license, which incurs significant costs. We provide 4 x full-length free calls per month for lite users of telehealth, and for those who use telehealth for more than this, the fee helps offset the costs we incur for providing this service. We do not and will not make any profit from providing these services.
Will I need to change how I schedule sessions?
No. You will continue to generate telehealth links directly through Power Diary, just as you do now.
Will I need to download Zoom?
No, but we recommend downloading the Zoom Desktop App for optimal performance and additional features. You can download it here.
Do clients need to download Zoom?
Clients do not need to download Zoom; they can quickly join the appointment using their browser, regardless of whether they use the desktop app.
What if I am using Telehealth Lite?
Telehealth Lite will transition to Zoom Telehealth Basic on November 1st, offering 4 complimentary Zoom Telehealth Pro sessions per practitioner each month and unlimited free 40-minute sessions.
Can Zoom Telehealth Pro be turned off if I’m not using it ?
You will be able to turn off the Zoom Telehealth Pro add-on via Settings > Communication > Communication Options. if you stop using it.
How can I change or modify my subscription?
You can manage your subscription through Settings > Communication > Communication Options.
What happens if Zoom Telehealth Pro fails to launch while in Beta?
Practitioners will have the option to launch Telehealth Plus+ if there is an issue during the Beta release. We will monitor these issues and make the appropriate fixes to the software. The Telehealth link will automatically adapt for the client, reflecting the service the provider has chosen.
Can I use my own Zoom account?
Currently, you cannot port your personal Zoom account into our integrated telehealth system. Our Zoom Telehealth Pro subscription is tied to the platform and is more affordable than many external Zoom plans. However, this may be available in the future.
Is Zoom secure?
Yes, Zoom is highly secure and trusted worldwide. You can view all of Zoom’s security and compliance features here: Zoom Security Features.
How do I apply for extra Zoom sessions after using the four free sessions?
Users with admin settings can toggle Telehealth Pro on at any time. Starting November 1st, you’ll also have the option to toggle Telehealth Pro for individual practitioners. The first month after the billing starts will be charged on a pro-rata basis, and subsequent charges will be included in the regular billing cycle.
What should I do if I've already paid for a year of Zoom? Can I still access the free sessions or extra features?
When using Zoom Telehealth sessions through Power Diary, the sessions are covered under the Power Diary license, not your personal Zoom license. You are still eligible to access the free sessions provided by Power Diary’s Zoom Telehealth Basic.
How can customers track their four free Pro sessions?
We will provide both call logs and a table that indicates how many Pro sessions have been used by practitioners not subscribed to Zoom Telehealth Pro. Calls shorter than 10 minutes (e.g., for testing or no-shows) will not count toward the free session limit.
How can we differentiate Zoom links for free Pro sessions from those for Basic sessions?
There will be no difference in the Zoom link itself. Before starting the call, the practitioner will be informed of the session type, and it will also be visible in the Zoom interface if it is a 40-minute Basic session. (Please note, this will take effect after November 1st. During the Beta phase, all calls will be Pro sessions.)
I’ve toggled the Telehealth Plus button on. Is there anything else I need to do to ensure I’m using the Pro version of Zoom?
No additional action is required. Telehealth Plus will automatically transition to Zoom Telehealth Pro Beta on October 1st. You can manually switch back to Telehealth Plus while Zoom Telehealth Pro is in Beta if needed.
Will the current telehealth links for Zoom remain the same, or will new Zoom links be generated?
The current Telehealth links will remain the same when Zoom Telehealth is released, ensuring that no workflows in your account are disrupted.
Do we need to update communication templates and reminders with a new Zoom link merge field?
No, the system will automatically resolve and use the current links without any need for manual updates to templates or reminders.
What happens if a free 40-minute Zoom session cuts off? Can customers rejoin the session using the same link?

Yes, both the practitioner and the customer can simply rejoin the session using the same link.