Veona Live (Telehealth)

import { Aside } from ‘@astrojs/starlight/components’;

What this is

Veona Live is the telehealth surface. When an appointment is booked with type Telehealth, Veona creates a canonical LiveConsult — a single 1:1 video consult whose state is shared across Appointments, Live and the patient portal. The clinician runs the consult from a LiveKit video room; the patient joins the same room from their portal after a one-time-passcode check.

This page is the staff side. The patient’s join experience is summarised at the end and documented under For Patients.

Key terms:

• LiveConsult — the canonical telehealth consult object (one per telehealth appointment).
• LiveKit — the media server that hosts the video room. Clinician and patient receive room tokens for the same room; there is no cross-room access.
• OTP — One-Time Passcode, the single-use code a patient enters to join.

Who uses it

• Live Coordinator — runs scheduling, the waiting room and module settings (the telehealth-ops / front-desk role). Does not conduct calls or write clinical notes.
• Clinician — the ordering clinician conducts the consult: joins the room, documents the note into the canonical Encounter, and manages recording/consent.
• Nurse — can schedule and read telehealth.

Editions

Veona Live is included in the Hospital and Network editions. It depends on the Appointments module (telehealth consults are created from telehealth-type appointments), so Appointments must be entitled too.

Screens

The Veona Live work surfaces:

Telehealth Board · Waiting Room · Consult Room · Schedule · Referrals · Recordings · Reports · Settings.

The consult detail is reached by clicking a consult on the board or schedule, not from a standalone tab.

Schedule a telehealth consult

1. A telehealth consult originates from an appointment booked with Appointment Type = Telehealth (in the Appointments module). That booking creates the linked LiveConsult automatically.
2. The Live Coordinator manages the day’s telehealth slots on Schedule.

Start and conduct a consult

1. The Clinician opens Telehealth Board and finds the consult in the Scheduled state.
2. Choose Start — this opens the Consult Room and a canonical Encounter (class = Virtual); the media stream activates.
3. The patient joins from their portal (see below); both parties are now in the same LiveKit room.
4. The clinician documents the consult into the Encounter note and manages recording/consent.
5. Choose End Consult — the consult state becomes Completed.

The Waiting Room shows patients who have joined and are waiting for the clinician to start.

How the patient joins (OTP)

1. The patient receives a secure invite (magic link via email or SMS).
2. The patient opens their portal, where the consult shows as In Progress, and chooses Join Consult.
3. The patient enters a single-use OTP to verify; a one-time LiveKit room token is minted for the same room as the clinician.
4. Both parties are connected. When the clinician ends the consult, the patient sees it as Completed on their portal and can access the recording if one was persisted.

Note

The full appointment-to-join path across Appointments, Live and the portal is documented in Workflows → Telehealth Appointment to Join.

Recordings and referrals

• Recordings lists consult recordings that were persisted (subject to consent).
• Referrals handles telehealth referrals — onward referral of a patient seen virtually.
• Reports and Settings cover telehealth analytics and module configuration (see below).

The waiting room

Waiting Room is the triage-ordered live queue of patients who have joined and are waiting for a clinician, with tiles for In Queue, In Call, SLA Breach, and No-show.

1. The queue refreshes on its own, longest wait first, flagging anyone breaching the wait target.
2. On a patient row, select Admit to bring them into the call, Recall to re-notify them, or Join to enter a call already in progress.
3. Select No-show to close out a patient who never joined — this notifies the patient and the front desk.

Reports

Reports shows telehealth performance computed from your consults.

1. Choose a period — Daily, Weekly, Monthly, or Quarterly — for the Consult Volume chart.
2. Read the Outcomes — consults, completed, no-show, cancelled, and average duration.

Statutory and ministry reports live in Veona Pulse.

Settings

Settings configures telehealth for your facility. Toggle behaviours such as In-call Ordering, In-call E-prescribing, Require Documentation Consent, Waiting Room, Automated Reminders, and Data-saver by Default, and set the Default Channel and the Waiting SLA. Changes save as you make them.