TELEHEALTH @GVDC

GVDC provides telehealth telephone or video consultations when these are more convenient due to distance/circumstances and/or to avoid close contact during the current COVID19 pandemic. 

Standard principles of privacy, confidentiality, management of private information, fees and cancellation fees apply.

Platform

Our clinicians choose and use their preferred platform(s): eg Zoom, Coviu, Microsoft Teams, Skype, Webex, etc. We will inform you in advance so you can be prepared.

Privacy & Security

As per standard policies and procedures, your private information will be treated with respect and confidentiality. We will not record telehealth consultations, nor share materials from the telehealth consultations without your consent.

Telehealth services involve using interactive cloud-based systems that involve sharing of audio, video or other data communication online (outside of our practice). Our practitioners make a commitment that we will undertake these consultations in a private setting where others cannot hear or see your information.

We recommend that you also find a private setting where you feel comfortable and safe, and where you will not be interrupted for the duration of the consultation. It is important that you protect your own information. If you are not able to find a private and secure location, let your clinician know so that alternative arrangements can be made.

Recording

Our default practice will be unrecorded sessions. If assessments and/or consultations need to be recorded for clinical reasons, you will be advised and your informed consent will be obtained via a separate process. Conversely, our expectation is that consultations are not recorded at your end either, without the knowledge and informed consent of the clinician(s) involved.

Getting Ready

• Find a quiet, well-lit, and private space to talk with your practitioner: it is essential that you have privacy.
• Minimise distractions: please turn off or silence all other devices. 
• Do not respond to, or check notifications or messages whilst in the consultation.
• Avoid facing your camera towards a window with outside view; the outside light will cast glare.
• A white wall or a plain backdrop is ideal, or simply close the curtains and turn on the light. 
• Make sure you are visible, from your shoulders to your face.
• Ensure you also have space to get up or move to show your practitioner things if required.
• Speakers should be set at a level that you can hear, but quiet enough so that your privacy is protected.
• Make sure your device is charged; keep a charger close by.
• Perform a pre-call test with your family or friends to get familiar with the platform.
• Ensure you have your phone charged and at the ready. In the event of a Video call failure or audio drop-out, the consultation may continue over the phone. Ensure your practitioner has your correct number. They will call you in this event to discuss how to proceed.
• Test your Internet connection. You need a minimum of 350Kbps bandwidth per video stream. Use speedtest.net to ensure you have enough bandwidth. If you don’t know how to do this, perhaps ask a friend to assist. 
• Optimise your Internet Connection, and minimise drop-outs or poor quality sound, by not having many people using the internet during your call, and by minimising the number of windows you have open on your computer/device.

Connecting

We will need to use your preferred email address and/or preferred telephone number for telehealth consultations.

For video consultations, the clinician will email you a meeting invitation with a link and password. This may be done at the beginning of the consultation, or in advance, depending on circumstances.

You can decide and choose what name and details you provide at your end, however please let us know in advance if you choose not to use your real name as we will need to identify you when you connect. 

When you connect, the clinician may ask you to identify yourself with your full name and date of birth, to ensure no unauthorised access.

For telephone consultations, the clinician will call you at the beginning of the scheduled consultation.

The clinician will make two attempts to connect with you. 

Our admin support may be able to assist you with the connection, if it is your first time using the clinician's preferred platform. However, please ask your family or others for assistance in becoming comfortable using the technology to minimise the chance of issues due to settings at your end. 

If the clinician is unable to reach you after two attempts, the consultation will be considered unattended, and non-attendance fees will apply.

Distractions

Please minimise distractions during your telehealth consultation. This may include not playing games, not checking or sending messages, etc. Please treat your telehealth consultation as your usual face to face sessions.

Safety

In the event that the clinician becomes concerned about your safety and/or the safety of others, the standard limits to confidentiality apply – see previous section.

Data Usage, Hardware & Software

The clinician will do their best to use reliable internet connections.

Please check that you have enough data to undertake the telehealth video or telephone consultations. GVDC will not cover the cost of the data-usage for these calls and cannot take responsibility of any disruptions due to poor internet speeds, etc. 

Ensure you have the latest update for your web browser, whether you are using Chrome, Mozilla Firefox, Safari or something else. Telehealth will work on the browsers of Android and iOS devices as well as computers and laptops.

Ensure you have the basic hardware requirements of a video consultation. These include a good quality camera, microphone and speaker. Most modern desktop computers and laptops come with these three elements built-in. Best type of speakers for clearer sound is external speakers or ear pods/headsets with inbuilt microphone.

Limitations of Telehealth 

A telehealth consultation may be subject to limitations such as an unstable network connection which may affect the quality of the consultation. In addition, there may be some services for which telehealth is not appropriate or not effective. The clinician will consider and discuss with you the appropriateness of ongoing telehealth sessions. 

If during a session, your video-communication platform experiences interruptions, for example a connection drop out, or poor quality video or audio, the clinician may call you on your mobile phone, to discuss how and if the session can be continued via video or via phone.