PCHI General Telehealth Resources

For Healthcare Professionals

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Best Practices: Telephone Visits for Virtual Care 

Purpose: Clinicians regularly utilize the telephone to provide patient care. Becoming aware of a few best practices can help clinicians improve the effectiveness of these virtual visits.

Best Use: A telephone visit is most suitable for established clinical relationships when an in-person visit is not required, video is not needed, and a verbal discussion can meet the patient’s needs. Telephone care is a well-recognized approach to support patient consultation, assessment, diagnosis and treatment, follow-up including test results, education, and counselling1, where appropriate. Consultations between clinicians, including multidisciplinary case conferences(where the patient and/or family may or may not be involved), are also easily supported using the telephone

Source: Provincial Health Services Authority of British Columbia

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Virtual Care Guide For Patients 

Summary

Many patients are enthusiastic about virtual care’s potential but are also understandably concerned about some key issues, such as:

  • Is virtual care safe and effective?
  • Can I manage the technology to connect with my doctor?
  • Will the system be secure enough to ensure my privacy?
  • How will virtual care affect my relationship with my doctor?

Fortunately, the answer to the first three questions is usually yes. And both patients and doctors who have experience with virtual care report that it has a positive effect on their relationship.

Source: Canadian Medical Association

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Virtual Care Toolkit

Table of Contents

  • Workflow: A Step by Step Approach
  • Equipment Essentials and Testing
  • Virtual Care Tools
  • Patient Communication
  • Privacy and Security Safeguards
  • Frequently Asked Questions (FAQs)

Source: Alberta Medical Association

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Virtual Care Playbook

Key considerations to succeed at providing safe, effective, and efficient care:

  • Fitting virtual care into your practice workflow
  • Technology requirements
  • Scope of practice — what problems can be safely assessed and treated
  • “Webside” manner
  • The virtual visit from beginning to end

Source: Canadian Medical Association

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Virtual Care Toolkit V2.0

The toolkit is separated into three sections:

  1. For patients: participating in a virtual care encounter
  2. For health professionals: providing virtual care encounters and mixed care
  3. For digital teams: building digital system frameworks

Source: Health Standards Organization (HSO) and Accreditation Canada

For Patients

Download PDF

Virtual Care Guide For Patients 

Summary

Many patients are enthusiastic about virtual care’s potential but are also understandably concerned about some key issues, such as:

  • Is virtual care safe and effective?
  • Can I manage the technology to connect with my doctor?
  • Will the system be secure enough to ensure my privacy?
  • How will virtual care affect my relationship with my doctor?

Fortunately, the answer to the first three questions is usually yes. And both patients and doctors who have experience with virtual care report that it has a positive effect on their relationship.

Source: Canadian Medical Association

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Virtual Care for Mental Health and
Substance Use
 

Virtual care refers to services that use technology such as video, telephone, and messaging to provide health care when caregivers and clients cannot meet in person.

Source: Canadian Centre on Substance Use and Addiction