Telehealth

The use of information and communication technologies to provide health care services and health education to patients when the clinician and patient are not at the same location.
What is Telehealth?

The foundational aspect of Telehealth is the transmission of voice, data, images and clinical information rather than physically  moving patients or clinicians.

With Telehealth, you can:

  • Engage in continuing professional education
  • Collaborate on administrative matters
  • Conduct clinical consultations (Telehealth Service)
The Telehealth Service design, policies and procedures are developed within the specific health care programs and health organizations. Clinical and related services are delivered through technology, including communication via telephone or video conferencing, counselling, training and education, remote patient monitoring, web portals and electronic scheduling.


About us

We’re committed to serving you better.

Telehealth is a consolidated service, which brings together the Telehealth services and expertise of Providence Health Care (PHC), Provincial Health Services Authority (PHSA) and Vancouver Coastal Health (VCH).  

A dedicated centre for Telehealth

Telehealth is situated within the Information Management / Information Technology Services (IMITS) department. By creating a centralized, dedicated centre for Telehealth under IMITS, we’re able to enhance stakeholders’ experiences:

  • Reduce duplication of services
  • Streamline booking processes
  • Provide a single point of intake
  • Provide more robust support services

Support

You're supported every step of the way. No matter how you choose to use Telehealth, rest assured the Telehealth team will provide ongoing guidance and live support. The team will help you to:

  • Design the videoconferencing solution that fits your needs and budget
  • Schedule rooms
  • Coordinate room logistics (e.g. arrange for health care staff to be present to operate clinical peripherals, etc.); and
  • Troubleshoot technical issues, if necessary

Free service

Videoconferencing, scheduling, clinical coordination, recording, and technical support services are all provided to you free of charge.


Privacy & security

Your patients' information is always secure.

Telehealth operates in accordance with the BC Freedom of Information and Protection of Privacy Act (FOIPPA) and the BC Personal Information Protection Act (PIPA), which set forth strict standards and obligations that govern the collection, use, protection, and storage of personal information by public and private bodies, respectively. 


 

Telehealth is contained within the eHealth Network Gateway (eNG). The eNG is:

  • A secure, reliable, high-speed network connecting most BC health-care facilities within the six health authorities
  • Completely private and cannot be accessed by third parties
  • Designed with redundant connections between health authorities, which allow for continued, uninterrupted communications, even if a site is being repaired or goes down.
 

 

Clinical videoconferences require the same ethical considerations and are held to the same high standards of quality, safety, and confidentiality as in-person appointments.


Due to the nature of Telehealth appointments, special considerations and steps must be taken. 


For example:

  • Patients/clients must be instructed on how Telehealth appointments are conducted and what to expect
  • Patients/clients must be made aware of their rights to opt out of Telehealth, at any time, for an in-person consult
  • All participants must identify who is in the room and subsequently identify any newcomers once the session is underway
  • All participants must have a clinical reason for being present and verbal agreement must be obtained from the patient/family member for each participant’s presence.
 

 
Telehealth’s videoconferencing equipment doesn't collect or store any data transmitted to the network.
 
  • Telehealth equipment uses codecs to encrypt and decrypt voice and video transmissions, so only the intended recipients can hear and view them.
  • Clinical encounters are never recorded.
  • Administrative and educational videoconferences can be recorded with written consent of all participants.
  • The only health information stored by Telehealth is patient demographic information. This data is stored in Canada; our main storage cores are located in Vancouver and Kamloops.
 
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