Telehealth - Considerations when conducting virtual appointments

Submitted by 60028601 on Fri, 27/03/2020 - 15:56

For those working from home, please follow the important reminders below when conducting telehealth appointments. 

Ensure that you have:

  • A private, well-lit area free from distractions where you will not be disturbed e.g. if you have young children, pets etc around try work in a space which can be locked
  • Good internet connection – at least 0.4Mbps for download and upload – see www.speedtest.net
  • Confirm that you have nothing on your walls that you do not want your patient/family to see
  • Do not sit in front of an unshaded window or your image will appear black to the patient/family

For further details, please click on the link below to view the Agency for Clinical Innovations (ACI) 'Preparing for a virtual appointment' Patient information guide:

https://www.aci.health.nsw.gov.au/__data/assets/pdf_file/0003/573267/ACI_Attending-an-appointment-using-telehealth-patients-0224a.pdf

 

Working from home with Telehealth (pexip and myVirtualCare) Over VPN

Several incidences of poor audio and/or video have been reported when using the Pexip and myVirtualCare platforms from staff working from home using VPN access.

When this occurs it is recommended that you open the video conferencing platform from your own browser (Google Chrome for windows devices or Safari for Apple devices) instead of from within the VPN.

Note: If your files and email are already open on VPN they can remain open for you to access.

If you need to open another browser follow these instructions:

To open another browser on a windows pc or laptop:

  1. Click on your windows icon in the left bottom corner of your PC or laptop
  2. Type in Google Chrome and select
  3. If you previously had the Chrome Browser open on the VPN, you will now have two Chrome browsers. Select the one which doesn’t have “Citrix Receiver” in the upper left hand corner
  4. Paste or type the Pexip or myVirtualCare URL into your version of Chrome and connect as normal

 

To open another browser on an Apple pc or laptop:

  1. Go to dock at the bottom of your screen and select the Safari icon and open 

 

If you have trouble opening a browser please contact SCHN IT on 9845 0333

If you have other technical issues during the video conference please contact the eHealth video conferencing team on 1300 679 727

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