- Ensure you use a supported device on a secure and stable network. Supported videoconferencing equipment includes:
- a desktop or laptop computer (PC or Mac) using a recommended browser
- a room-based videoconferencing system at your facility
- a mobile tablet or other technology-enabled device, such as a Workstation on Wheels (WoW).
- Test the equipment before connecting to a participant. If you experience an issue, NSW Health staff should contact the State Wide Service Desk (SWSD) on 1300 285 533.
- Set up your camera so you are centred in the frame while in a neutral position.
- Have a second screen, if possible, so you can see the person on one screen and relevant clinical documents on the other, e.g. medical record, diagnostic results or consumer resources.
- Have the medical record and any images or results open before connecting to the participant so you do not have to look for them during the call.
- Consider closing unnecessary programs and applications before the consult. If you plan to share your screen, this will assist in navigation and protect privacy.
- Consider disabling notifications and alerts to minimise distraction and protect privacy.
Many of us have experienced an awkward lagged conversation when using videoconferencing to talk to colleagues, friends or family. The cause of lag is most commonly associated with internet connectivity.
A video call relies on simultaneously uploading video data from your own computer and downloading video data from the other participant's computer. These tasks occur within the bandwidth you have available in your internet connection. Lag happens when you do not have enough bandwidth to support the simultaneous upload and download of data.
Note that upload speed is slower than download speed, so when someone has a connectivity issue, it is more noticeable to the other parties on the call than it is to the person with the slow connection. If you receive notifications about poor connectivity, check in with the consumer about whether the quality is okay for them, rather than relying on your own experience of the call.
Tips for dealing with lag
- Reduce the quality of your video call, such as turning your camera off briefly, and then back on again.
- Close any other programs that are using the internet
- Switch to a different connection
- Explain why lag occurs
- Slow the pace of your conversation to reduce talking over one another
- Switch to your back-up plan, such as use the telephone to complete the consultation or reschedule the appointment.