Virtual visiting

Videoconferencing can be used to support virtual visiting.

Consumer feedback tells us that people have better healthcare experiences when carers and family members are involved in their care. This also has a positive influence on clinical quality and safety.

It is important for consumers to stay connected to their family and carers for their social and emotional wellbeing. Visitors who may not be able to be present on the ward for various reasons, such as infection concerns, visiting restrictions or geographical distance, can join via videoconferencing.

Any device that is equipped for videoconferencing can be used, such as a videoconferencing cart, workstation on wheels with webcam, mobile tablet or smartphone. It is important to ensure this does not impact the ability to provide care, e.g. by removing a computer that may be required to access electronic medical records.

Steps for virtual visiting

  1. Obtain and document consent for video call in the medical record.
    • If consumer is unable to consent, discuss with their nominated contact.
    • If required, record the names of all approved people who can join a video call with the consumer.
  2. Speak to the person nominated by the consumer as the key contact.
    • Ask them to coordinate with any other loved ones joining the video call.
    • Arrange an agreed time and duration for the call.
    • Provide details on how to join the videoconference, including the link and supporting resources.
  3. Prepare the consumer.
    • Ensure the consumer is covered appropriately, and care activities or procedures have been completed.
  4. Prepare the video call device.
    • Ensure the device is positioned appropriately and no other consumers can be seen.
    • Ensure the device is connected to NSW Health corporate internet.
    • Check the audio and video settings are acceptable.
  5. At the agreed time, start the video call.
    • Connect to chosen platform.
    • Confirm with the loved one on the call who they are visiting virtually.
    • Lock the conference for privacy reasons.
  6. Supervise video call, as required.
    • Advise any staff wanting to enter the bed space that a video call is in progress.
    • Ensure the consumer’s comfort, dignity and privacy are maintained throughout.
    • Ensure agreed timeframes are kept.
  7. Conclude video call, when appropriate.
    • Provide advice to the consumer and loved ones on how to arrange another video call.
    • End call.
    • Clean the device as per local infection control guideline.
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