Using video conferencing and consultation tools guidance for health and care professionals

This guidance specifically covers information governance (IG) considerations for:

• video conferencing (with colleagues) 
• video consultations (with patients or service users)

The principles are broadly the same, however there are some specific considerations for consultations with patients or service users.

These steps will help ensure that you use video conferencing and consultation tools securely:

• follow your organisation's policies on IG when conducting video conferencing or consultations. These should set out how it can be done safely, for example, confidential matters should only be discussed in a private space
• download all necessary updates for your video conferencing or consultation solution(s) as they become available - these can contain important security patches
• be aware of phishing risks with links or attachments in video chat
• set a strong password when activating the video conferencing or consultation account
• make sure you keep settings as private, for example, when sharing files with colleagues
• only use devices that have been protected by adequate security
• access training, if available, so that you feel comfortable using the technology
• for video group calls, for example, meetings with colleagues, hold people who have joined the conference in a waiting area until you have verified their identity 
• take care when using the chat function and remember that this may be seen by all those on the call, including those who have left a call before it finishes

Broader guidance for GP practices on video consulting, including clinical safety considerations are available.

The consent of the patient or service user to accessing and using their confidential patient information during the video conferencing is implied by them accepting the invite and entering the consultation.

Where users do not have digital skills, they can be supported to use video technology by a carer, where available, with implied patient or service user consent to the carer being present during the consultation.

You should ensure that you verify the identity of the patient or service user when using a video consultation and check you have the correct notes.

You should safeguard personal or confidential patient information in the same way you would with any other consultation, for example, ensuring there are no patient or service user details visible, for example, white board in the background; conduct in a private area so passers by can’t overhear.

Avoid inadvertent disclosure of information, for example, do not conduct the consultation in the presence of others without the patient or service user’s permission.

Be clear when the consultation has concluded and make sure the video consultation connection has finished before other conversations start.  

When conducting video group consultations with patients or service users (antenatal classes or physiotherapy sessions) ensure that the patient or service user understands they are joining a group session. It is useful to set out the ground rules to protect confidentiality, for example, do not take screenshots or record the session.

In order to keep accurate records, the relevant outcomes from the video consultation should be documented within the patient or service user’s health and care record in the same way as you would do for a face to face consultation.