Informed by evidence, clinical expertise, and with input from patient and family partners, this new competency framework is a foundational practice resource that can support all PHSA health-care providers to deliver safe, appropriate and effective virtual health.
This handbook provides information and references that consider professional standards, current legislation and feedback from PHSA subject matter experts and clinical programs. Its intended purpose is to help support Provincial Health Services Authority (PHSA) staff using virtual health in their clinical practice.
Virtual health handbook
There are some unique risks when using technology to provide care virtually. This resource is meant to support PHSA staff and clinicians in navigating privacy and security in virtual health.
Privacy and security resource
When a person consents to receive care through virtual health, their personal information will be collected directly from them for the purpose of providing that care. For any questions about the collection of this personal information, please contact PHSA Information Access & Privacy Services at firstname.lastname@example.org.
This information is being collected by PHSA under the authority of sections 26(c) and 26(e) of the Freedom of Information and Protection of Privacy Act.
Policies and guidelines
We have extensive resources for clinicians, including guides, support and training. Visit our SRFax page for clinician support.
- Video Remote Interpreting (VRI): Provides on-demand access to 240 languages, including American Sign Language 24/7, when a patient and health-care provider meet in person.
- Interpreting services during virtual health visits: A provider can submit a request to Provincial Language Service to have an interpreter that connects to their one-to-one or group virtual health visit.
- Closed captioning during Zoom for Healthcare virtual health visits: Option for automatic live transcription, or professional captioners/transcribers are available.
We have extensive resources for clinicians, including guides, support and training. Visit our Zoom for Healthcare page for clinician support.
Patients can visit our Patients Resources page
for a wide range of supporting information.
Like an in-person visit, there are some things you can do before the virtual visit to make sure that your Zoom appointment runs smoothly. Please take a look at this checklist
for more information.
You can also invite a family member or friend to join you when appropriate.
Patients can visit our Patients Resources page for a wide range of supporting information.
- Six key steps to get you started with your virtual health visit using Zoom
- Step-by-step instructions for joining your virtual health visit from your computer.
- Step-by-step instructions for joining your virtual health visit from your smartphone or tablet.
- Test your camera, speakers, and microphone before a virtual health visit by joining this automated Zoom Meeting Test
- Find a private space with good internet connection
- Make sure the space has good lighting so your health care team can see your face
- Be prepared to answer a few questions and confirm your identity at the start of each visit
- Write down questions you want to ask your health care provider ahead of time
- Face the camera and speak clearly
- Have a back-up plan with your health care team in case there are technical problems (e.g. using phone call instead)
You can invite a family member or friend with you, when appropriate. Please introduce them at the start of the visit.
If someone is joining your visit in person and they are not in the camera view, please let your health care provider know.
If your virtual health visit does not meet your needs, you can stop it at any time and schedule a telephone or face-to-face appointment for another time.
Your provider must obtain your permission (consent) before conducting a virtual health visit. You will be asked to provide your consent verbally or digitally. You will also receive information about the risks of using digital communications.
The list of risks are available in ten languages: English; Arabic; simplified Chinese; traditional Chinese; Farsi; French; Korean; Punjabi; Spanish and Vietnamese).
Your Virtual Health Visit follows the same policies and procedures for in-person medical care. The policies follow the B.C. Freedom of Information and Protection of Privacy Act (FIPPA). Only those health care providers involved in your care are allowed to see or hear your personal health information.
- For technical support please call 1-844-442-4433 (toll-free), Monday to Friday, 7 a.m. to 7 p.m., Saturday 10 a.m. to 2 p.m. This help desk number is also found in your Zoom virtual health visit invitation.
- Please call this help desk if you need any interpreting service for the Zoom virtual health visit.
- You can email us at email@example.com for more information and feedback.