Take a moment before your consultation to prepare yourself. Simple breathing and voice exercises can support a better experience for all participants. Taking a few deep breaths – in for three seconds and out for six seconds – can warm up your diaphragm and calm you before a consultation.
Best practice
- Always begin by introducing yourself to all participants. Tell the participants your name and role and then ask anyone else present to introduce themselves.
- Like an in-person consultation, conduct an identity check to ensure you are speaking to the correct person.
- Explain the process of virtual care to the participant(s).
- Remind participants it is their choice to use virtual care. They should let you know if virtual care is not meeting their needs or if they are uncomfortable at any time.
- Explain that this is just like an in-person appointment.
Etiquette
- Ensure all participants are captured in the video frame or ensure the device can be positioned to capture the participant who is speaking.
- Set expectations by advising that they will have your full attention during the consultation and request they also focus only on the consultation. If your set-up includes a second screen or if you will be writing notes where you may momentarily divert your attention from the camera, let participant(s) know at the start of the consultation.
- Establish communication etiquette, especially if there are multiple participants. Request they please raise their hand to talk.
- Let them know they can ask questions at any time and that they should ask to repeat something if it is unclear.
Processes
- Document the consultation in the consumer record and complete activity reporting as per local requirements.
- Complete other usual processes, such as scheduling the next appointment, referrals, consumer correspondence and payment, where required.