Managing your video consultation MANAGING RISK • It’s good to discuss this with your service user, for instance – how they should let you know if they are not feeling safe or need a break eg they could use a hand signal or ask your service user to use the chat function if they cannot speak aloud • Check with your service user that they have a safe and comfortable space to undertake their video consultation and check if they will have access to this for any future session/s • It’s important to reassure on interruptions and how these will be handled, eg – in the case of the clinician (eg called away for an emergency) – in the case of the service user (eg their partner or family relative walks in during the video consultation) • Options could be to halt the call for a few minutes and redial in at an agreed pause of 5 or 10 minutes. There could be additional agreement that if the interruption extends beyond a certain amount of time, then the video consultation will be rescheduled due to lack of time • It may be that you wish to set up a code word to be used by your service user should they find themselves in an intimidating situation during their video consultation.
OTHER POINTS TO NOTE • Nonverbals can be a useful pointer when gauging the wellbeing of a service user, just as in a face to face consultation. Remember that the service user will be following your nonverbal pointers too, so be mindful when on screen with body language, tonality of voice, posture etc.
CLINICIAN TIP Remember the three C’s; confidence, competence, and consent. Preparation is key so ensure you feel confident in holding a video consultation (eg by holding a simulation session beforehand with colleagues) and you feel competent in managing the technology. Ensure your service user feels at ease and is comfortable with the facilitation of an online session.
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