Frequently Asked Questions
I am a Medco, how do I see the cases posted by the projects under my coordination?
If you have a Telemedicine account, you should be able to log in and see each of the projects under your coordination that have access to telemedicine. You may also see some of the older projects that have since closed. To view the projects that are ...
How do I notify my Medco about a case I have posted?
FOR PROJECT MEDICAL STAFF: If your Medco has a telemedicine user account, they will be able to see all of the cases you post. However they will not receive email notifications when new cases have been posted. If you would like to alert your Medco to ...
What is the status of my case?
You can see the status of your case in the Cases and TO-DO tabs of your account:
How do I save my case as a draft so I can finish it later?
If you would like to save a copy of your case and come back to it later, you can save the case as a Draft. To save your case as a draft: click SAVE at the top of the case form. Clicking SAVE will allow you to come back to it later and add more ...
Why can’t I find the case I am looking for?
If you have logged in to your account and you can’t find the case you are looking for, please ensure that you have clicked the tab called CASES: When you log in to your account, by default you will arrive at the “TO-DO” page, which shows you the ...
How do I change the language of the Telemedicine Platform?
Step 1: Log in to your account, click the menu in the top right corner of your screen, and click User Profile Step 2: Click the Language drop down menu, and select the language you would like to change the platform to: Step 3: To save your changes, ...
How do I reopen a case that has been closed?
Once a case is closed, no additional information can be added. However, you can create a new case and attach a PDF download of the patient’s previous case as reference. 1. Download your case (PDF) First, log in to your account and open the case you ...
How do I close a case?
When do I close a case? A case should be closed when no further discussion is required. This may occur when the case no longer requires specialist input, or simply because the patient has left the facility and there will be no further updates to the ...
How do I download or save my patient's case as a PDF?
Only staff who work in MSF projects or coordination can download/save cases. The PDF copy will include all discussions and case attachments. Instructions for downloading/saving a case: First, log in to your account and open the case you wish to ...
How long will it take to receive a response from a specialist?
The average time for a first response to a case is 24 hours, though this can vary depending on the amount of details provided, case complexity, and the types of medical subspecialties needed. You can tick the “Urgent” checkbox when you create a case ...
How do I compress multiple large files?
If your internet is too slow or your attachments are very large (over 200 MB), you may have difficulties uploading them to the Telemedicine platform. Try uploading files one at a time, or you can try compressing the files to a Zip folder. ...
I'm having difficulties uploading attachments to my case, what can I do?
Common Issues: If the files you are trying to upload are too large, or your internet speed is slow, you may have difficulty uploading attachments. You may notice that if you try to press Send, nothing happens, or you may see the error message below: ...
How do I add a comment or attachment to a case?
To add additional information to a case you’ve uploaded, or to respond to a specialist, follow the instructions below: Step 1: Open the case and scroll down to the Comments section Step 2: Type your comment in the box Step 3: If you want to add an ...
How do I post a new case?
Before you post a case, you must ensure that you have obtained the patient’s consent to upload their information on the secure Telemedicine platform to discuss with specialists. Step 1: Login to your Telemedicine account (if you are having ...
How do I compress a large video file?
If your video attachment is too large, you may not be able to upload it to the Telemedicine platform. You can follow the instructions below to compress your file which will make it smaller and easier to upload to the Telemedicine platform. First, ...
How do I clear the cache on my browser?
Below are the instructions for clearing cache on Chrome, Firefox, and Safari browsers. Chrome: 1. Open Chrome 2. Click the three dots in the top right corner of your screen 3. Click More tools > Clear browsing data. 4. At the top, choose a time ...
Why am I seeing an error message that says “Insufficient rights” when I try to log in?
You may see the error message below when trying to login to your account: To login, try the following the steps below: Step 1: Open a Private/Incognito browser window Chrome: Open Chrome as you normally would and click the three dots in the top right ...
My account is blocked, how do I unblock it?
If you see the following error message when trying to login to your account, it means your account has been blocked: This happens when you have attempted to log in with the wrong password too many times. To unblock your account, contact us by sending ...
I forgot my password, how do I reset it?
Step 1: Go to the Telemedicine platform: https://connect.telemed.msf.org Step 2: Click Forgot password? Step 3: Enter your email address and click Submit Step 4: You will receive an email from msf@parsys.com with a link to reset your password. The ...