Consumer support

Clinicians are responsible for informing consumers about their care options, and the modalities available (in-person or virtual) to meet their needs.

Clinicians need to provide information, access to resources (including translated material) and, where required, provide a demonstration or test connection. This could be provided in-person, posted, or sent to them electronically. Discuss virtual care with the consumer to:

  • manage expectations
  • increase awareness
  • provide flexibility
  • offer choice of access.

Consumers should feel confident asking any questions before, during and after a virtual care consultation.

Introducing virtual care to consumers

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. Clinicians should discuss the consumer's knowledge of virtual care, their previous experiences and any concerns consumers or carers may have about virtual care.

Consumers should also be made aware of:

  • Security of channels: assure consumers that any communication via virtual care takes place through secure channels.
  • Safety: confirm virtual care is only used when clinically appropriate
  • Change of mind about mode of care: inform consumers they can change their mind at any time about how they access care, providing the mode they choose is appropriate.
  • Inclusion: advise any person who can support the consumer can be included in a virtual consultation with their consent
  • Costs: provide expected data usage and any other associated costs.
  • Issue resolution: engage in open discussions with consumers and their carers to gauge their comfort level and resolve any issues.
  • Provide supporting resources: offer consumers the resources designed to support them, including:
    • how virtual care will support the provision of care
    • who to contact if they have a complaint about the services provided
    • where to seek help if they are having difficulty accessing the virtual care service
    • how to connect to the care team.

If there is capacity, take the opportunity to demonstrate or provide information on virtual care when the consumer is admitted or attending an in-person consultation.

The NSW Government's Virtual Care Hub provides useful information and resources directly for consumers and carers.

With consumer consent, any person who can support the consumer can be included in a virtual consultation.

Complaints and issue resolution

If a consumer is not satisfied with their care, whether delivered in person or virtually, they can make a complaint. Complaints are managed in line with the NSW Health Complaints Management Policy Directive and Guidelines. Complaints received are reported to the NSW Incident Management System (ims+) (NSW Health network or VPN required).

Costs and data usage

Generally, there are no additional costs for the consumer to use virtual care with NSW Health services.

Consumers should be advised of likely internet data usage. A 15-minute video call uses around 80MB of data and a 15-minute audio-only call uses around 10MB. Costs will depend on individual internet and mobile phone plans.

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