FAQs
Throughout this document the term ‘patient’ refers to patient, client and resident.
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What is virtual care?
- Virtual care is any interaction between patients and healthcare providers occurring remotely, using alternate forms of communication and/or information technologies, to facilitate or maximize the quality, accessibility, and effectiveness of patient care.
- Virtual care may be offered by phone or video.
How does a virtual care appointment work?
- Virtual care is in many ways just like a regular appointment, but it uses a phone or video call to connect a patient to their doctor or health care provider at a healthcare facility in or near their own community or from the comfort of their own home.
What are the benefits of virtual care?
- Virtual care helps patients avoid the risk and business of waiting rooms and clinics.
- Virtual care promotes access to health care services from a distance when in-person appointments are not possible or not appropriate.
What solutions are recommended for virtual care?
- Currently the Newfoundland and Labrador Health Services’ (NLHS) CISCO Jabber platform is recommended for videoconferencing by the Government of Newfoundland and Labrador.
- NLHS is in the process of transitioning to a Webex platform to ensure care is provided in a seamless, effective way.
- There are also other virtual care solutions available. Click here to learn more about the other options available.
I am a health care provider. How can I sign up for virtual care?
- There are a number of options available for virtual care solutions. To learn more, visit the Information for Providers section of the NLHS Virtual Care website.
- You may also reach out via email to info.virtualcare@nlchi.nl.ca.
- If you are a Med Access EMR provider please visit the eDOCSNL page.
What happens once I submit the virtual care application form to NLHS?
- Once you have submitted your application form, someone from the Virtual Care Program will contact you to help set up the virtual care solution software that you have been approved for and ensure you are ready to offer virtual appointments.
How long will it take to get virtual care set up?
- The virtual care set up will take approximately one week. Once your application form has been submitted, someone from the Virtual Care Program will contact you within 1–2 business days.
What equipment will I need to provide virtual care?
- For virtual care appointments, health care providers will require access to a device such as a personal computer, tablet, or mobile phone that has a camera and speaker, a secure Internet or Wi-Fi connection, and the software for the virtual care solution they have been approved for.
- For Med Access EMR users, current virtual care offerings that are integrated with Med Access require the Med Access software platform and have the same hardware requirements as listed above.
Are virtual appointments eligible for payment through MCP?
- Virtual appointments (video or telephone) are eligible for payment through MCP if you are a fee-for-service physician.
How do I bill for a virtual care appointment?
- For more information about MCP billing, please click here. To use the Facility Based Telemedicine codes at an approved site established prior to COVID-19, you must be pre-approved by the Virtual Care Program. Please refer to the Provincial Virtual Care Manual (Coming Soon) or reach out to the Virtual Care Program for more information (info.virtualcare@nlchi.nl.ca).
I am new to virtual care. Are there training materials and resources available to me?
- Yes, there are reference guides and videos available to support you with the implementation and use of virtual care software and equipment. Click here to learn more or email info.virtualcare@nlchi.nl.ca.
- Virtual care training is available-please contact the Virtual Care Coordinator in your region for more information or contact info.virtualcare@nlchi.nl.ca to request training.
- If you are a Med Access user, please contact TELUS for more information.
Is virtual care secure?
- The approved video software programs for virtual care are encrypted, private and secure.
Should I ensure my devices and/or connections are secure before holding a virtual care appointment?
- We recommend you take steps to ensure your personal computer, mobile device, home internet, or Wi-Fi connection are secure.
Can I use virtual care programs in public or in an unsecure environment?
- Please be aware of your surroundings and do not connect for your virtual care appointment in a public or unsecure environment (e.g., an airport or public area).
- It is also important to remember that patient privacy and confidentiality must be maintained when selecting your physical location for appointments.
How do I schedule virtual care appointments?
- Click here to learn more Information for Schedulers options.
- If you are a Med Access user, please contact TELUS for more information about scheduling.
Can I record a virtual care session?
- Please reach out to info.virtualcare@nlchi.nl.ca to determine if your virtual care solution has the ability to record sessions.
- Please note that virtual care sessions should not be audio or video recorded without prior patient consent and through approval obtained from NLHS.
Do I require patient consent to host a virtual care appointment?
- When you host a virtual care session you are required to document on the patient’s health record that the patient has consented to the service. Please refer to your regulatory body for additional requirements regarding consent.
Is there a cost for patients to attend a virtual care appointment?
- There is no charge for virtual care, as long as patients have a valid Newfoundland and Labrador MCP card.
Will I collect personal health information from patients participating in virtual care?
- When using and scheduling virtual care, patients may be asked to provide personal information or personal health information including:
- This information will be used to schedule appointments and to contact patients, if necessary. Any other use of this information must comply with the ATIPP Act and PHIA.
What information/technology will my patients require to take part in virtual care?
- If patients are participating in virtual care from their home or outside a healthcare facility, they will require a personal email address, access to a device such as a personal computer, tablet, or mobile phone that has a camera and speaker, and a secure Internet or Wi-Fi connection. In addition, patients may need to download appropriate software to attend virtual care appointments.
- If patients are participating in virtual care from a healthcare facility no additional technology is required.
Can other people join my patient for their virtual care appointment?
- Patients may choose to invite a support person to their virtual care appointment. This should be discussed prior to the appointment.
Who should I contact for technical support?
- Click here for a list of technical support resources available to virtual care providers in your region.
I am an eDOCSNL Med Access user. Are virtual care solutions such as virtual care hardware/endpoints integrated with my EMR?
- Virtual care endpoints are not integrated with the Med Access EMR.
- There are currently two Med Access-integrated solutions available (Video Visits through the core application and Health Myself Virtual Visits). These are TELUS solutions and not specifically endorsed by NLHS at this time.
Are there virtual care solutions that are integrated with my EMR?
- Yes, there are currently two offerings available. Med Access EMR users can sign up for Video Visits through the core application and Health Myself Virtual Visits.
