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.
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.
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.
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.
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.
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.