| Internal simulation of different platforms to find what works for your service. Have a dedicated technology facilitator in the department to set up the service |
| Consent patients adequately and ensure telephone numbers are up to date as a backup to video clinics |
| Create a personalised link to your ‘room’ rather a numbered ID or code |
| Set up a virtual waiting room that informs patients where they are in the queue |
Physical room:
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Background - Set up a solid colour background behind you such as a Green Screen or a collapsible backdrop
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Lighting - Ensure you are well-lit with light facing you. This can be achieved by a lamp with a diffuse lampshade or a ring light
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Screens - If possible, have two screens so you can take and read notes on one screen and talk to the patient on another
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| Load any documents or imaging prior to starting the consultation to avoid disruption |
| Set up a ‘Virtual Background’ such as an image of the hospital or of your usual clinic room. This provides the patient with continuity and reassurance as well privacy for your surroundings. |
Starting a consultation:
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Ask the patient if they can hear or see you
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Reassure the patient that a video consultation is like a face-to-face one and that it is confidential and secure
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Confirm their name and date of birth
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Confirm where the patient is, are they private and if there is anyone else in the room
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During the consultation:
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Look at the screen, it is not required to look at the camera only
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If you look away from the screen or are quiet, reassure the patient: ‘If I've gone quiet, it's because I'm writing’
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If there are technical difficulties, ask the patient the last information they heard clearly and resume
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If exchanging safety-critical information (i.e medication dosages), ask them to repeat it to confirm
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After the consultation:
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Summarise the main points of the consultation using the text function, if available, as well for the patient to refer back to.
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If the patient has no more questions, say ‘Goodbye’ and end the call
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| Complete documentation in the normal way and record that the consultation was performed over a virtual platform |
