Virtual health care is not new. Our hospital, like many others, has been conducting virtual visits for some time through the Ontario Telemedicine Network (OTN).
Here, you will learn more about the expansion of our virtual health care services and what it means to you.
- Virtual visits
- Equipment and technology
- Safety, security and privacy
- Scheduling your appointment/virtual visit
- Taking part in a virtual visit
A virtual visit is an appointment with your doctor or health care team that does not involve an in-person meeting.
Instead of coming to the hospital, you speak with your health care team using a regular telephone, smartphone or computer (for video-visits). The decision on which type of virtual visit you have is based on your care needs and access to technology.
Virtual visits minimize in-person meetings and reduce your risk of contracting infectious diseases such as COVID-19.
During your visit
During a virtual visit, your health care team talks with you about your current health status, any symptoms you are experiencing and your needs.
If your health care team feels that an in-person visit would be a better fit for you, they will discuss your options and next steps with you.
Declining a virtual visit
You can decline or withdraw your consent for a virtual visit or communication at any time. Simply contact your health care team.
This may lead to delays in your care. Due to COVID-19, only urgent in-person appointments are being offered in-person at this time.
To ensure timely access to care we are expanding our offering of virtual health care services. The decision on which type of virtual visit you have is based on your care needs and access to technology.
Telephone
A telephone virtual visit will require a regular telephone or a cell phone and a space with privacy where you can have the virtual visit.
Video
A video virtual visit will require additional equipment. You will need access to:
- a personal device (computer, tablet, cellphone) with a web camera and microphone
- high speed internet (for security purposes preferably on a private network and not on public Wi-Fi)
- an email address (for video-conferencing)
- a space with privacy in which to conduct the video visit
- pen and paper to write down any questions or instructions from your health care team
If you don’t have access to these things, your health care team will make other arrangements for you to access care appropriate to your needs.
When delivering virtual health care, your safety and the security of your personal health information is our top priority. All virtual health care platforms are reviewed by our Privacy and Information Security teams—and many of those used here are employed province-wide.
Understanding the Risks
Electronic communication, including virtual visits and email, may have some risk. Before taking part in virtual health care, it is important you understand these threats.
Intercepted or Misdirected Information
When taking part in virtual health care, there is some risk that your personal health information could be intercepted or misdirected.
Unauthorized Recording
Your virtual visit will not be recorded or kept following the appointment.
When using Zoom Healthcare, it is possible that the live feed of your appointment may be routed outside of Canada, through the United States of America, before it is deleted.
Internet Security
Joseph Brant Hospital is not responsible for the security of patients’ internet service providers, email domains, personal devices or personal computers.
Use a secure internet connection. Do not use a public internet connection such as at the airport, internet café, public library or other open area. Other people may be able to use the link to listen in on your appointment without you knowing.
Email Consent & Safety
Your consent is required to receive email communication from Joseph Brant Hospital.
Consent is given verbally and documented in your personal health record. Your health care team may ask you for consent to communicate using email when scheduling your virtual appointment or during the virtual appointment.
Choosing the Appropriate Email Address
We suggest that you use your personal email when communicating about your health. Do not use a work email address, as your employer may have the right to view it.
Emergencies
Do not send emails for urgent symptoms, questions or in an emergency. If you have an urgent medical issue, please call 9-1-1 or visit the nearest emergency department or urgent care centre.
Feedback & Surveys
Your feedback is important to us. Following your care, you may receive a request for feedback using a survey. Surveys help us improve the quality of our care.
Wherever possible, we will notify you of this in-person during your appointment or treatment. If you receive a survey without earlier notice, please call us to verify authenticity taking part.
Protecting your Privacy
Your privacy is very important to us. We protect your privacy during virtual visits the same way we do during an in-person visit. This means:
- Only the people providing care to you will be present during your appointment –unless you are part of a group care sessions, in which case other members of the group session will also be present.
- Our discussion during the visit will be documented in your health record, just like an in-person appointment would be.
When taking part in a virtual visit, we suggest that you take similar steps to protect your own privacy. This means being aware of your surroundings and who may be able to overhear your virtual visit.
To ensure timely access to care we are expanding our offering of virtual health care services. The decision on which type of virtual visit you have is based on your care needs and access to technology.
Scheduling a Virtual Visit
Virtual visits are scheduled by us. If you have been identified as a good candidate for virtual health care, we will call you to discuss changing your upcoming appointment.
- They will talk to you about options for virtual care. This may include offering a regular telephone call or a video call using the Ontario Telemedicine Network (OTN) or Zoom Healthcare, depending on your provider.
- They will give you instructions on how to prepare.
- They will also ask for your verbal consent for the upcoming appointment.
- They will let you know the day and time of your virtual visit and confirm they have your preferred contact information.
To ensure timely access to care we are expanding our offering of virtual health care services. The decision on which type of virtual visit you have is based on your care needs and access to technology.
Preparing for your virtual visit
- Make sure that your technology is set up properly
- Find a quiet spot so that you can easily hear and be heard
- Decide if you would like a family member or caregiver to be with you during the visit
- If you are part of a group session, it is important to be mindful of the privacy of other group members. Try to find a private spot in your home where other members of your family cannot see/hear the session. Use headphones, if you can, and avoid having other distractions (television, music, barking dogs, etc.) on in the background.
- Have all your materials ready prior to the meeting including:
- Health Card
- Pen and paper to write down information and instructions
- List of medications being taken (if applicable)
- Notes of medical history, symptoms
- Questions you would like to ask
Taking part in your virtual visit
Telephone visit
Your health care team will call you on the phone at the scheduled time. Please make sure that you answer if you are expecting a call from us.
You and your health care team will talk about how you’re feeling, your questions and next steps in your care plan.
Video Visit
Joseph Brant Hospital uses two secure video conferencing tools:
- Ontario Telemedicine Network (OTN); and,
- Zoom in Healthcare mode
Ontario Telemedicine Network (OTN)
If you agree to participate in a virtual visit using OTN, we will need to provide your name and email address to OTN. Your health care team will schedule your virtual visit with OTN.
Before your appointment, you will receive an email from OTN No-Reply < do-not-reply-otninvite@otn.ca>
- Do not reply to the email or send the video conference link or appointment email to anyone.
- This email contains:
- The date and time of your virtual visit.
- Instructions on using OTN with Help resources.
- Links to download the required application (if using a mobile device).
- A link to test if the application works well on your device before your appointment (which we recommend trying before your first appointment).
- A link to access your appointment at the scheduled time.
15 minutes prior to your scheduled appointment, you click on the “Start eVisit” link in your email to join the video visit with your health care team on your smartphone or computer using the OTN video system. You will be placed in a waiting room “Waiting for the Host to Join” until your health care provider (“Host”) joins the visit.
- If you have trouble with the video system, your health care team will call your telephone number instead.
- During your appointment, you and your health care team will talk about how you’re feeling, your questions and next steps in your care plan.
- Please call your care provider or the clinic if you have any questions regarding your OTN appointment or if you do not receive this email from OTN.
Zoom Healthcare
If you agree to participate in a virtual visit, JBH will need to provide your name and email address to Zoom Healthcare. Your health care team will schedule your virtual visit using the Zoom Healthcare system.
- Before your appointment, you will receive an email from us. This email contains:
- The date and time of your virtual visit.
- Instructions on using Zoom Healthcare video system.
- A link to access your appointment at the scheduled time.
- A password to join the secure video conference.
15 minutes prior to your scheduled appointment, you need to click the link (or copy and paste it into an internet browser window). The system will automatically place you in a virtual waiting room until your health care provider – the “host” – joins the meeting
- If you have trouble with the video system, your care team will call your telephone number instead.
- During your appointment, you and your health care team will talk about how you’re feeling, your questions and next steps in your care plan
- Please call your health care provider or clinic if you have any questions regarding your Zoom appointment or if you do not receive an email confirming the appointment time and providing you with a link.
Resources
Sharing your feedback
Your feedback is important to us. Please share it with your health care team. They are ready and willing to work with you to meet your needs. If further support is required, please contact the Patient Experience Office.