Virtual care is a safe and effective way of delivering care, when used appropriately. It is often used to complement other care pathways. Clinicians should assess the circumstances and needs of each consumer to determine if virtual care is appropriate.
When is virtual care appropriate?
Consider if virtual care is clinically appropriate
Clinicians need to consider the type of consultation and the extent of physical assessment required and determine can the consumer’s clinical needs safely be fulfilled through virtual care.
Clinicians must also consider if there are any physical, mental, cultural, social or cognitive barriers that may impact on care if delivered virtually.
Supporting informed decision making
As with all care, consumers must be informed about their options on how they can access healthcare. Clinicians should have a discussion with the consumer, their carer and family members (where relevant) to introduce virtual care and how it could support their journey and any potential concerns or difficulties this could present.
Clinicians should explore any physical, mental, cultural, social or cognitive barriers that may impact on an individual's capacity and willingness to participate in a virtual consultation.
At any time, a consumer can change their mind about how they access their care. They can move to in-person care, or to another modality of virtual care, without impacting their access to healthcare services.
The NSW Government's Virtual Care Hub provides useful information and resources directly for consumers.
Access to devices and internet
Consumers will require access to a stable internet connection, appropriate devices, and software. Consumers must also be confident and comfortable using technology for virtual care to be effective.
Helping consumers to access virtual care
- Engage with local healthcare providers to help with physical assessments.
- Involve friends, family members, carers or local support workers to help overcome any physical, mental, cultural, social or cognitive barriers. They may also be able to help with providing internet, devices and/or a safe environment for the consultation.
- Use local facilities, such as hospitals, Aboriginal Medical Services, primary care providers (GP), libraries or community health centres that may offer internet, devices and/or a safe environment for the consultation.
- Consider providing a device or internet package to the consumer for the duration of treatment.
- Consider all possible devices, including smartphones, laptops, tablets, computers and even smart TVs can be used.
Supportive friends or family members may not be required at the consultation, but they may be able to help with familiarising the consumer with the technology before the consultation. In specific services, a risk assessment may identify the need for a support person to be present (e.g. due to mental health reasons or to reduce the risk of falls).
Consent
Regardless of the how care is delivered, consumers should be provided with information about their privacy, rights and responsibilities and how to make a complaint.
Written consent for virtual care is only required if it would usually be required for an equivalent in-person consult, or for approved research purposes.
If a consumer is unable to give consent, but requires time-critical care to save their life or prevent serious injury, virtual care can be delivered. For example, a paramedic who is providing treatment to an unconscious consumer is able to connect to an emergency care specialist or advanced care paramedic. Where treatment is provided in an emergency, this must be documented in the consumer’s health record.