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In brief

  • Use video to provide hearing care in your patients’ real world situations.
  • Launch calls with the video/audio call buttons in the patient profile
  • Calls can be launched from the TeleCare Portal only (not from the patient app) – you stay in control
  • Perform remote fine tuning during calls and review results instantaneously

Please note:

  • Available in Canada, Germany, Netherlands, South Africa, and USA in August 2017.
  • Release in Australia, Austria, Brazil, France, Italy, Japan, Switzerland, and UK in October 2017.
  • To start making video calls with your patients, please register to activate this feature now! https://www.signia-pro.com/telecare-video-chat/

1. Purpose of a video call

With TeleCare video calls you provide hearing care in your patients’ real world situations.

There are two ways to apply video calls:

  1. Offer scheduled video call appointments to save travelling time for your patients to complement or replace regular follow up visits. Simply schedule the remote appointment in the same way you schedule regular appointments.
  2. React and troubleshoot directly in case you receive a request from your patient (e.g. to check if the hearing aids are correctly inserted) avoiding the need for walk-in visits.

2. Making calls

Video and voice calls in TeleCare can only be launched by visiting a patient profile in the TeleCare Portal. Patients will not be able to make video calls from their phone. This leaves its use entirely up to you.

You can use all features of the TeleCare Portal during a video call, allowing you to navigate the patient profile and even sending remote tuning adjustments (see section 2).

Please note: for an optimal experience, we encourage the use of a headset.


2.1. Making a video call

To make a video call, please proceed as follows:

1. Open the patient profile

Click on the Camera icon next to the patient’s name

2. A pop-up window will appear while the connection is established.


3. Once the connection has been established, the call will start:


2.2. Making a voice call

To make a voice call, please proceed as follows:

1. Open the patient profile.

2. Click on the Phone icon next to the patient’s name


3. A pop-up window will appear while the connection is established.
Please note: for an optimal experience, we encourage the use of a headset.


4. Once the connection has been established, you will see the following window and the call will start:


2.3. In-call options

During a video or voice call, you have a number of intuitive control options:



Click here to minimize the video call window and navigate through the Portal, while still displaying the video in the top right corner of the TeleCare Portal:


To maximize the video call window again, click the back again button.



Mute or unmute your microphone. Calls will automatically be muted when remote tunings are performed on the patient’s phone.



Activate or deactivate the video camera during the call



Hang up. The call will also be terminated on the patient’s phone.

3. Performing remote tuning adjustments during a call

In addition to navigating the patient profile as usual, you can also set up and perform remote tuning adjustments for your patient during a video or voice conversation with them.

Please proceed as follows to perform remote tuning during a call:

  1. Start a call as described in the sections above
  2. Minimize the call/video call window
  3. Go to the “Remote Tuning” tab on the patient profile
  4. Adjust settings as required and click “Save and Send”
  5. Advise your patient to expect a pop-up message on their smartphone screen (see next section for details)
  6. Have your patient accept the adjusted settings
  7. Continue your consultation

Please note that while settings are transferred from the patient’s smartphone to the hearing aids, the call will be muted. Once the transfer of the high frequency sounds from your patient’s smartphone to the hearing aids is completed, the call will be unmuted again.

4. Calls in the myHearing app

4.1. Receiving video and voice calls in the myHearing app

When you call a patient with the video call option, it will be shown as a standard video call, which the patient can either accept (green button) or deny (red button) just like any other phone call.

Once the video call has started, your patient will be able to mute his mic and turn off the camera.


4.2. Regular phone calls in myHearing

In the Professional section of the myHearing app, the patient can make calls. These are regular voice calls, connecting to the phone number you have defined in the practice profile in your TeleCare Portal.

The voice calls launched from the patient profile in the TeleCare Portal are calls based on a data connection between your practice computer and the patient phone.

5. Requirements and technical prerequisites for making calls via the TeleCare Portal

5.1. For Professionals

Your computer should have a microphone and speakers. Modern laptop computers will likely be suitably equipped. We strongly recommend the use of a headset for an optimal call experience.

For two-sided video calls, a camera is required. If you don’t have a camera installed, you can still have a one-sided video call (e.g. to check if your patient’s hearing instruments are correctly inserted).

Both video and voice calls in TeleCare use a data connection. We thus recommend a stable connection with standard DSL speed and upward for good connection quality.

5.2. For patients

Patients will receive the call via a data connection on their phones. For best results, we recommend connecting to a good wireless network.

On mobile networks, a minimum 3G speed network connection is required.

Please note: significant data volume may be required for making video calls over a mobile network connection.

The minimum operating system requirements are iOS 10 for Apple devices or Android 4.4.