First session

GUIDELINES FOR GREETING AND SETTING THE SCENE

At your first session with a service user, it’s good to initiate the conversation by calling or inviting the patient to say something such as. ‘can you hear me?’ or ‘can you see me?” to prompt your service user to optimise the technical set-up, then continue with the following; Your name and role at C&I Trust

A short explanation of the use of video consultations, ie why you’re using this, how it will work from the service user’s point of view and what your service user should do in the case of any technical problems (see page 16 for info guides for service users) Confirmation on how long the session is likely to take An explanation as to how you will manage any questions and needing to take a break? Confirm the service user’s identity (e.g. if not known to you, ask name and date of birth) Advise your service user should you expect to type up notes during the session, (eg explain to the service user that they may hear a keyboard in the background during the session) Confirmation of a suitable telephone number to call the service user on in case of any technical issues online We assume consent if a service user is attending a video consultation, but would suggest reaffirming this to check they are still keen to go ahead with the appointment Introduce everyone in the room (even those off camera), and ask patient to do the same or confirm that they are alone Reassure the patient that the consultation is likely to be very similar to one in person, and that the call is confidential / secure It’s important to confirm that both parties agree not to record the session/take photographs unless asked for and both in agreement If there is a valid reason for recording the session (eg supervision), this must be explicitly consented and documented by both parties. Speak to your team manager to access the correct Trust approved consent form, which you will need to upload in the Electronic Patient Record

Enquire and reassure about how the service user feels about being on camera. If they are self-conscious, it may be a good idea to suggest that they turn off their camera, so they don’t see their own image. They may wish to do so some way through the session – or alternatively they could place a sticker over their own image on the screen Essentially, a video consultation should follow the same format and etiquette of a face to face consultation, hence ensure that you greet your service user as you would normally during a face to face consultation.

OTHER CONSIDERATIONS

Make sure that you are on time for the consultation Keep in mind your background, particularly if you are holding the consultation at your home (see ‘setting up’ section on page 5) Ensure your mobile device is on silent (disable notifications) Close other popups, programmes and emails on your PC or laptop for duration of session to avoid accidental screensharing of sensitive information

Inform the service user when you are otherwise occupied (e.g. taking notes or reading something on another screen) Make written records as you would in a standard consultation