Telehealth Training Manual - First Nations Health Authority · FNHA HelpDesk (eHealth Support) 12 |...

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Telehealth Training Manual ? ?

Transcript of Telehealth Training Manual - First Nations Health Authority · FNHA HelpDesk (eHealth Support) 12 |...

Page 1: Telehealth Training Manual - First Nations Health Authority · FNHA HelpDesk (eHealth Support) 12 | TELEHEALTH TRAINING MANUAL Your Videoconference Equipment The delivery of telehealth

Telehealth Training Manual

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First Nations Health Authority501 - 100 Park Royal SouthCoast Salish TerritoryWest Vancouver, BCCanada - V7T 1A2www.fnha.ca | [email protected]

©2015. Copyright for this publication is held by the First Nations Health Authority.Published September 2015.

For technical support with your equipment please contact FNHA HelpDesk (eHealth Support) at:1-844-364-7878 or [email protected]

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Table of Contents

Purpose 4 Welcome 4

Introduction 5

Telehealth and its Benefits 7 What is Telehealth? 8 BenefitsofTelehealth 9

Using your Videoconference Equipment 11 What’srequiredforaVideoconference? 12 TurningonyourVideoconferenceUnit 14 PlacingaCall 15 Multi-SiteDialing 15 AnsweringaCall 16 MutingtheMicrophone 16 AdjustingtheVolume 16 EndingaCall 16 UsingtheCamera 17 ConnectingwithotherNetworks 17

How to request a Bridged (multi-site) Telehealth Session 18 UsingtheBridge 19 RequestingaBridgedSession 20 Wheretosubmityourrequestform 21 ConnectingtoaScheduledVideoconference 21 NeedHelp? 21 FNHABridgeRequestFormexample 22

Telehealth FAQ Sheet 23

Troubleshooting Guide 25

Glossary 26

Videoconference Etiquette 27

Room Requirements 28

Setting up for a Videoconference 29

Notes 33

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Purpose

WelcomeThistrainingmanualhasbeencompiledasaresultofapartnershipbetweentheFirstNationsHealthAuthorityandtheUBCCentreforExcellenceinIndigenousHealth.AsapartoftheCentre,the UBC Learning Circle initiative has been providing distance education using telehealth technologysince2007andhasawealthofknowledgeandexperiencetoshareindevelopingtrainingmaterialsforeducationalandadministrativetelehealth.

Wealsoacknowledgethecontributionsoftwoworkinggroupsthatsupportedthecreationofthismaterial.ATrainingWorkingGroupcomprisedofhealthcareprofessionalsandtechnologyexpertsfromregionalhealthauthoritiesandeducationalinstitutionsprovidedfeedbackandinputontheeducationalandadministrativetraining.AClinicalWorkingGroupoversawthedevelopmentofclinicalprocessesandguidelines.

The First Nations Health Authority Telehealth program wishes to thank the regional health authoritiesthatcontributedtothiswork:IslandHealth,FraserHealth,VancouverCoastalHealth,InteriorHealth,NorthernHealth,andtheProvincialHealthServicesAuthority.

ManyFirstNationscommunitiesacrossBCareinruralandremotelocations,andaccesstoonline learning can support people in building and improving health care skills without leaving theircommunity.Telehealthcanbedefinedas“acomplementaryhealthcaredeliveryservicethatusesinformationandcommunicationtechnologiestoconnecthealthcareproviders, patients/clientsandeducatorsoverdistance”(BCMinistryofHealth,2014).

Telehealthhastwoprimarybranches:1)Educational(andadministrative)and2)Clinical(includingwellness).Thismanualaddressestheeducationalandadministrativecomponentsoftelehealthandisbasedupon‘bestpractices’fordeliveringvideoconferenceeducationsessions.Itisnotintendedtoprovidemedicaladvicenordoesitprovideinformationaboutmedicalconditions ortreatments.

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Introduction: Moving Forward Together

FirstNationshealthinBritishColumbiaisbeingtransformedforbetterhealthoutcomesthroughacommittedpartnershipbetweenFirstNationscommunities,andtheprovincialandfederalgovernments.ANewRelationshipbetweentheseTripartitePartnerswasforgedandaseriesofprecedent-settingagreementsledtothecreationofaFirstNationsHealthAuthority(FNHA).The10-yearTransformative Change Accord: Tripartite First Nations Health Plan was developed in2006with29ActionItemsintendedtoclosethehealth,social,andeconomicgapsthatexist betweenFirstNationsandotherBritishColumbians.TheFNHATelehealth program was initiated inresponsetoactionitemnumber23:‘Develop a fully integrated clinical telehealth network.’ Telehealthenhancesexistinghealthservicesbyincreasingaccessibility,connectingFirstNationscommunities,andallowingforparticipationintrainingandprofessionaldevelopmentsessions.

SupportingtheFNHAVision

Technologyenablesprovidersandpatientsofallageswithvarioushealthconditionstoconnectatadistancewithouttheexpenseandtimerequiredtotravelawayfromhome,family,andcommunity.Inthisway,telehealthsupportstheFNHA’svisionof“Healthy,Self-DeterminingandVibrantBCFirstNationsChildren,FamiliesandCommunities.”Notonlydoestelehealthenablehealthcareprofessionalstodiagnose,treatandsustainwellness-italsosupportswellnessthrougheducationalandadministrativeopportunities.

Telehealth is Governed by the Seven Directives

ThedevelopmentoftheFNHATelehealthprogramhasbeengovernedbyFNHA’sSeven Directives.AsaCommunity-Driven, Nation-Based initiativeithasprovidedserviceandinfra-structureaccordingtoeachcommunity’sneedsanddesires.Thiswasaccomplishedtogetherwith communities through an intensive engagement process that increased First Nations decision- making and controlwiththegoalofimproving services.Arespectfulapproachcontinuestofoster meaningful collaboration and partnershipwithhealthserviceorganizations.Telehealthwill help to expand healthcare worker’s skill sets and develop human and economic capacity as videoconferenceequipmentisusedforeducationandcontinuingprofessionaldevelopment.Because the project adheres to Directive Six to be without prejudice to First Nations interests,itwillhonourandsupporttherightsofFirstNationssell-governanceinhealth.Telehealthis subjecttothesameclinicalguidelinesthatin-personvisitsfollow,thusallowingtelehealthinnew communities to function at a high operational standard.

Introduction

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TelehealthAlignswithFNHAValues

Respect: Byprovidingcareatadistance,telehealthrespectsthedesireofmanyFirstNationstoaccesshealthcareintheirhomecommunities.

Discipline:Providersusingtelehealthareguidedbythestandardsofpracticethatgoverntheirrespectivedisciplines.

Relationships: Staying close to home to receive health care service strengths relationships andsupportswellness.

Culture: TelehealthhonoursthediversityofFirstNations’culturebyprovidingservicesspecifictoeachcommunity’sneeds.

Excellence:Isaccomplishedintelehealththroughdeliveringqualitycarewithstate-of-the-arttechnology.

Fairness: TelehealthwillincreaseaccesstohealthservicesandimprovehealthoutcomesforFirstNationspeoples.

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Telehealth and its Benefits

Learning ObjectivesAfter completing this module, you will be able to:

•Definetelehealth

•Listexamplesoftelehealthinaction

•Identifykeybenefitsofusingtelehealth

•Describebarrierstosuccessfultelehealthuse

•Listexamplesoftelehealthuseatthecommunitylevel

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What is telehealth?Telehealthisthedeliveryofhealth/wellnessservicesandeducationatadistancethroughlive, interactivevideoconferencing.

Oneexampleisusinginteractivevideoconferencingforaconsultationwithadoctor.Otherexamplesoftelehealthinclude:

Educational Thedeliveryofeducationalsessionstocommunitymembersandhealthprofessionals.

E.g.UBCLearningCirclesessionsonhealthandwellnesstopicsorthedeliveryoftheHealthCareAssistantProgramthroughtheNativeEducationCollegetothecommunitiesofTsayKehDeneandKwadacha.

Clinical/Wellness One-on-oneeventswithahealthcareprofessional(e.g.doctor,specialist,dietician)orgroup

wellnessevents.

E.g.Anappointmentwithaspecialistdoctororaconsultationwithadietician.

Care Coordination Forcarecoordinationorhealthadministrationbetweenprovidersonbehalfofpatients.

E.g.Physicianreferrals,casemanagement.

Administrative Meetingsthatdonothaveprivacyorsecurityaspectstoconsider.

E.g.Planning,administrativeorteammeetings.

Other examples include:

• Pre- and post-surgical consultations

• Group sessions such as Alcoholics Anonymous

• Nurses in a remote community participating in the UBC Learning Circle to learn about palliative care

•Familyvisitswithlovedoneswhoareawayforcareinhospitalselsewhereintheprovince

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TherearemanybenefitstousingtelehealthinFirstNationscommunities.ItcanreducetheburdenoftravelingforEldersandfamilieswithyoungchildren.Whenweatherconditionsarepoorandtravelisdifficultorunsafe,telehealthprovidesanotherwaytoaccessservicesandeducationalsessions.Telehealthcomplementsservicesthatalreadyexistbutalsoallowsforthepossibilityofconnectingwithnewservicesthatarenotavailablelocally.

Telehealthhasmanybenefitsbuttherecanalsobechallenges

• Internet connection Sometimesthespeedofthelocalinternetconnectionisnotfastenoughtosupporttelehealth equipment

• Awareness Ifyouarenotawarethattelehealthexistsyoumightnotknowyoucanaccessservicesthroughthistechnology

• Rules and regulations These sometimes create obstacles to adopting telehealth technologies

• Privacy and security Inanelectronicsettingtheremaynotbeanunderstandingofthesecuritymeasuresneededto ensure privacy

Improves access to specialized clinical services

Can provide services closer to home

Saves patients time and avoids personal travel costs

Improves care coordination

Improvesthetimelinessofcare

Improves knowledge and skill development in local care providers

Improvesproviderefficiencybyreducingtraveltime

Increases productivity by allowing providers to see more patients andfamilies

Benefits of telehealth

Patients and Families

Providers

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TherearemanyFirstNationscommunitiessuccessfullyusingtelehealth:

•HeiltsukFirstNation(inBellaBella)iscurrentlyusingtelehealth-enabledservicestoaccessmentalhealthsupportservices.ThecommunityutilizesvideoconferencetechnologytoconnecttoaserviceproviderinVancouvertosupplementservicedeliveryinthecommunity.Asaresult,thecommunity’sutilizationofmentalhealthsupportserviceshasincreasedsignificantly.

• Carrier Sekani Family Services is currently working on upgrading their Wide Area Network (WAN)inordertofurtherimplement,enhanceandsupporteHealthinitiativessuchastelehealthandElectronicMedicalRecords(EMR).

• The Native Education College has used telehealth technology to connect with students in the com-munitiesofTsayKehDeneandKwadachatoprovidetrainingtowardsbecomingcertifiedCareAides.Graduatesofthisprogramarenowcertifiedandworkingintheirrespectivecommunities.

ThesearejustafewexamplesofhowtelehealthisbeingusedaroundBC.Thewonderfulthingabouttelehealthismakingityours–telehealthcanbeflexibleandsupportuniquecommunitysettings,needsandpriorities.

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Using your Videoconference Equipment

Learning ObjectivesAfter completing this module, you will be able to:

•Explainwhatvideoconferencingis

•Namethethreerequirementsforsuccessfulvideoconferenceoperation

•Describebasicconceptsofvideoconferenceoperation

•Useyourvideoconferenceequipmentforadministrativeandeducational activities

•Identifyelementarytroubleshootingtechniquesandknowwhenandhowtocallthe FNHAHelpDesk(eHealthSupport)

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YourVideoconferenceEquipment

ThedeliveryoftelehealthservicesinFirstNationscommunitiesreliesprimarilyupontheuseofvideo-conferencing.Thistechnologyrequiresspecialequipmentandallowsforinteractionsbetweentwoormorepeopleatdifferentlocationsthatcanbequitesimilartoface-to-facesessions.Withtheuseofhigh definitionequipment,itispossibleforindividualsandgroupstoseeandheareachotherasclearlyasifthesessionwastakingplacein-person.

What’sRequiredforaVideoconference?

Tousevideoconferencing,youwillneedthreethings:

1. Videoconference equipment

Regardlessofthemanufacturerandmodelnumber,everyvideoconferenceunithasaboxor‘codec’ whichisthepartofthemachineallowsuserstoconnecttootherlocationsbydialinganIP address or alias.Ifyourunitisinaroomsuchasaboardroomorotheroffice,it’simportanttoleaveyourunitwhereitis.Thiswillpreventdamagetothissensitiveequipmentthatcouldoccurduringmoving.

• Camera:Yourunitwillcomewithacamerathatattachestotheunitwithaspecialcable.

• Microphone:Allunitshaveabuilt-inmicrophone.Largerroomsrequireamicrophoneextensionwhichwillbeincludedwhenyourequipmentisbeinginstalled.

• Remote:Mostunitswillhavearemotecontrol(nottouchscreen).Pleasereadfurtherfordetailedinformationonhowtouseyourremotecontrol.

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2. Internet connection

•Thevideoconferenceunitcan‘dial’outtoothervideoconferenceunits,butitisnotatelephone.Like yourcomputer,thevideoconferenceunitusestheInternettoconnecttootherusers.Whenyoucallanotherhealthcentre,youwillenterinanIPaddress(aseriesofnumbers)thatisspecifictotheothervideoconferenceunit.EverydeviceconnectedtotheInternethasauniqueIPaddresswhichhelpsthemtocommunicatewitheachother.Anotherwaytodialavideoconferenceunitisbyenteringanalias.Pleasesee‘PlacingaCall’(pg.15)forexamplesandmoredetail.

3. Television (Monitor)

•Youcanhookupanytelevisiontoyourvideoconferenceunitaslongasithastheappropriateportsandcables.NewesttelevisionssupportHDMIinputsandthisallowsforhighqualitypictureresolution.Generally,youwillneedtoswitchyourtelevision’sinputmodesothatitrecognizesthevideo- conferenceunit.Thisisdifferentforeachmakeandmodeloftelevision.

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TurningonYourVideoconferenceUnit

For detailed instructions please see “Setting up for a Videoconference” (pg. 29)

Ensurethatyourtelevisionisturnedonandthatthecorrectinputforthevideoconferencehasbeenselected.

Pressthepowerbuttonontheboxorcodec.Itisimportanttobepatientasittakesabout45-90secondsfortheunittoturnonandthecameratobereadytooperate.Toturntheunitoff,pressandholdthepowerbuttonuntilthepowerlightturnsoff(around7-8seconds).

Yourvideoconferenceunitwill‘gotosleep’ifitisn’tbeingusedafterseveralminutes.To‘wake’itup,just pick up the remote - the sensor will wake up the unit and you can start using it again as long as the TVisonandthecorrectinputorvideomodehasbeenselected.

Videoconferencesareagreatwaytohaveaninteractivemeetingwithpeopleatadistantlocation.Ifyou’vegotastaffmeetingatanofficeinPrinceGeorgeforexample,chancesareyouwilldialdirectlytothevideoconferenceunitintheiroffice.Whenyouaredialingdirectlytoonesinglelocation,thisiswhatisreferredtoasdirect“point-to-point”dialing.ThephotobelowiswhatyouwillseeonyourTVscreenwhenyouareconnectedtoasinglelocation.

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Placing a Call

Toplaceacallyoucanstartbyenteringanameornumberfromthemainscreen.Beginentering numbersorlettersusingtheremote.Dependingonwhereyouaredialing,theaddressmightlooklikeoneofthefollowing:

• Using the directory (phone book) • Somecontactinformationwillbesavedinthedirectory.Toaccessthispressthephonebook

buttonontheremoteandusethearrowkeystoscrollthroughthemenutolookforthe contactyouarelookingfor.Youcanalsosearchforacontactbyenteringtheirname.

• Dialing the videoconference unit extension number • You will be able to dial another site simply by entering the appropriate extension number

combination.Thisworksinasimilarwaytothedirectory.

[email protected] – Alias •AnAliaslookslikeane-mailaddressbutdoesn’tworkthesameway.(Youwon’tbeableto

‘dial’anactuale-mailaddresswithyourvideoconferenceunit).AliasesarelinkedtoanIPaddress,soyouonlyneedtoknowoneofthetwoinordertoplaceacall.

• 10.11.12.13 –IPaddress(don’tforgetthedots) •AnIPaddresscanbeeitherinternal(usedwithinyourorganization’snetworkonly)orexternal

(anyoneoutsideyourorganizationcandial).Thisissimilartohowyoumightcallacoworkerattheirextension(internal)butneedtodialafullphonenumberforsomeoneoutsideofyourorganization(external).

Ifyoumakeamistakeatanypointwhenenteringinformation,pressthe‘C’buttontodeleteyourlastentry.Afteryou’veenteredthenumber,pressCall(thegreenbuttonthatlookslikeatelephonereceiver)andthevideoconferencewilldialtheothersite.

Multi-Site Dialing

Sometimesyoumayneedtohaveameetingwithmorethanonelocationatthesametime.Inordertodothis,aspecialpieceofelectronicequipmentcalleda“bridge”isrequiredtoconnectmultipleloca-tions.Avideoconference bridgeconnectsvideoconferenceroomslocatedatdifferentsitesintoonevideoconferencecallsoparticipantscanseeandhearoneanother.It’slikeawheelwithmanyspokesallconnectedtoahubatthecentre.Forexample,theUBCLearningCircleusesabridgeoperatedbytheFNHAtoconnectremotelocationsontoasinglecalltodeliverhealthandwellnessprogramming.

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Whenyouhavemultiplesitesconnectedatonce,youwillnoticethattheviewonyourTVscreenwillchangefromtimetotimedependinguponwhichsitehasunmutedtheirmicrophone.It’ssortoflikeanelectronictalkingstick–thevideoconferencegivesprioritytoasinglespeakerbymakingtheirsiteappearlargeronthescreenthanalloftheothersites.

Forassistancewithparticipatinginameetingwithmultiplesites,contacttheFNHA HelpDesk at 1-844-364-7878 or e-mail: [email protected].

Answering a Call

Toansweracall,pressthegreenbuttonthatlookslikeatelephonereceiver.Whenyouarereceivingacall,youwillheararingtoneandseeanotificationonthescreenaskingifyouwouldliketoacceptorrejecttheincomingcall.Pressthegreenbuttontoacceptandtheredbuttontoreject.

Muting the Microphone

It’shelpfulandrecommendedtomuteyourmicrophonewhenyouorsomeoneatyoursiteisnotspeaking.Thisreducesbackgroundnoiseandhelpsyoutocommunicateinagoodway.Tomuteyourmicrophone,presstheMutebuttonontheremotecontrol.YoucanalsopresstheMutebuttonontopofthemicrophoneitself.Whenthelightisred,it’smuted,andwhenit’sgreen,everyonecanhearwhat’sgoingoninyourroom.

AdjustingtheVolume

Therearetwowaysyoucanturnthevolumeupordown.Oneisthroughadjustingthevolumeonyourtelevision.Theotherisusingthevideoconferenceremote.PresstheredSpeakerVolumebuttoneitherupordowntoselectthedesiredvolume.

Ending a Call

PresstheredHangUpbuttonontheremote.Ifthesystemasksyoutoconfirmyouwanttoendthecall,select‘yes.’

MUTEDUNMUTED

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Using the Camera

Please Note: It is important to always use the remote control to adjust the camera – never adjust it manually. The camera is a sensitive piece of equipment and can be easily damaged if forced to move.

Tomovethecamera,pressthedirectionalarrowkeysontheremote.Thecameratakesasecondtostartmoving,andonceitstartsmovingitcanmoveratherquickly.Ittakesalittletimetogetusedtothissodon’tbeafraidtopractice.Youcanalsozoominandout.

Connecting with other Networks

Becausetelehealthcaninvolveconfidentialpatientinformation,manynetworkshaveextrasecurityknown as a ‘firewall’.Afirewallisasoftwareprogramorpieceofhardwarethathelpsscreenout hackers,viruses,andwormsthattrytoreachyourcomputerovertheInternet.Inmostcasesyoushouldbeabletodialanothersitedirectlybutinsomecasesafirewallwillpreventthis.ThismayapplytoothervideoconferenceunitsinBCand/orout-of-provincesites.

Ifyouwishtoholdameetingwithasiteyouhaveneverconnectedwithbefore(e.gout-of-province),youshouldcompleteatestcallbeforeyourscheduledmeetingtimetomakesureyouwillbeabletoconnectattherequiredtime.IfyouareunsureofwhattodopleasecontacttheFNHA HelpDesk.Ifabridgedsession(seenextsection)isrequiredyouwillneedtosubmityourrequest48 hours prior to themeetingstarttime.Thisdiffersfromthetypical24hoursnoticeneededbecauseadditional coordinationisrequired.PleasecontacttheFNHA HelpDesk at: [email protected] or 1-844-364-7878 for assistance.

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How to request a bridged (multi-site) telehealth session

Learning ObjectivesAfter completing this module, you will be able to:

•IdentifywhenitisnecessarytorequesttelehealthsessionusingtheBridgeRequestForm

• Explain how to complete the Bridge Request Form and how to submit it

•Describehowtoconnectyourvideoconferenceatthescheduledtime

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Using the Bridge

Forsecurityreasons,itisrecommendedthatyouradministrativeandeducationalsessionsusea videoconference bridgewhenneeded.Avideoconferencebridgeisusedtosecurelyconnectvideo-conferenceroomslocatedatdifferentsitesintoonecallsoparticipantscanseeandhearoneanother.

Bridged sessions are required when:

a)Connectingtwovideoconferenceunitsonseparatenetworkswithfirewalls;or

b)Morethantwovideoconferenceunitsareparticipatinginacall

TherearesomeexceptionstogoingthroughtheFNHAvideoconferencebridge.Ifyouareunsureplease contact the FNHA HelpDeskforassistance.

TheFNHATelehealthteamhelpsscheduletelehealthsessionsallovertheprovince,soit’simportanttobookasearlyaspossible,asclinicaluseispriorityforthevideoconferenceunits.Yourformshouldbesubmitted 24 hours prior to the start of your session.Thisdeadlinealsoappliestoanyadditionsorchangesthatyouneedtomaketoyoursession.

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Requesting a Bridged Session

Tobookabridged(multi-site)sessionyouneedtofillindetailsontheFNHABridgeRequestForm. Besuretopayparticularattentiontothesefields:

a. Event Title Forexample,ifyou’rehavingastaffmeetingabouthumanresourcerequirements,youcouldput“HumanResourcesMeeting”intheEventTitlefield,oranytitlethatmakessensetoyou.Telehealth Coordinators willbeusingthistitleinanycorrespondencewithyou.

b. Event Type IndicateClinical/Wellness,CareCoordination,EducationalorAdministrative.

c. Pre-Test Time Ifyourequireatestdonebeforeameeting,indicatewhattimeyouwouldlikethetesttostartat.Youmightwanttoselectthisoptionifyourecentlymovedtheequipment,orifyou’vebeenhavingrecenttechnologychallenges.Aruleofthumbistosetthetesttimeto15-30minutespriortoyourmeetingstarttime.Thiswillallowtheopportunitytotroubleshootbeforeyoursessionbegins.15minutesformostsessionsisadequatewhile30minutesisrecommendedforwhentherearelargenumbersofparticipants(5ormorevideoconferenceunits).Thiswillallowfortheopportunitytotroubleshootbeforeyoursessionbegins.

d. Start Time Enterthemeetingstarttime(includingtimezone).

e. Host Site Name Enterthenameofyoursite.

f. IP Address (or Alias) Thisishowthebridgewillfindyourvideoconferenceunit.

g. Participating Sites Hereiswhereyouwillenterthedetailsofthevideoconferencessitesthatwillbeparticipating. For Site/Organization Name,enterthenameofthehealthcentreorbandoffice.ForRoom # enterthenameoftheroomthatthevideoconferenceequipmentislocatedin.Thisisespecially importantifthefacilityhasmorethanoneunit.Ifthereisonlyonevideoconferenceunitthenthisfieldcanbeleftblank.EntertheIP Address (or Alias)foreachvideoconferencesitethatwillbe participating.Includetheparticipatingsite’scontactnameincasetheTelehealthCoordinatororFNHA Helpdeskneedstogetaholdofsomeoneatthesite.

h. Comments Ifthereareadditionalsitesthatwon’tfitinthe“ParticipatingSites”box,enterthemhere.Youcanalsoindicateifthereareanyspecialrequests,orifyouwouldliketorequestarecordingofthesession.

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Where to Submit Your Request Form

Whenyou’redonecompletingtheform,saveacopyonyourcomputer.Thensenditasanemailattachment to [email protected]’tforgetthattheHelpDeskrequire24-hours notice toscheduleormakechangestoasessionforyou.Helpthemoutbyensuringyousendtheformwellaheadoftime,andyou’vecompletedittothebestofyourability.

ConnectingtoaScheduledVideoconference

Onceyou’vesubmittedtheform,youwillreceiveaconfirmationbyemailandwillneedtoforwardthistoyourmeetingparticipants.

Onthedayofyoursession,youwillneedtoturnonyourvideoconferenceunitapproximately30minutespriortothestartofthesession.Makesuresomeoneisintheroomtoreceivethecallatthescheduledtime.Yourunitwillautomaticallybedialedbythebridge,aswillanyotherparticipantsyouhaveinvitedtothemeeting.

Need Help?

IfyouhavequestionsaboutcompletingtheBridgeRequestFormorhelpwithyourequipment,calltheFNHA HelpDesk at 1-844-364-7878 or email: [email protected].

PleaseseethefollowingpageforanexampleoftheFNHABridgeRequestFormthathasbeenfilledin.

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Host Site Information Name:

Community/Organization:

Phone Number:

Email:

Event Title:

Event Type:

Date (DD/MM/YYYY):

Pre-Test Time:

Start Time:

End Time:

Host Site Name:

Alias / IP Address:

Host Site Technical Support:

Participating Sites One line per site. Additional sites may be added in the comments below. For larger sessions please contact FNHA eHealth Support in advance at [email protected] Site/Organization Name: Room Number: Alias / IP Address: Site Contact:

Comments ** Please note that 24 hours notice

is recommended to fully accommodate bridge requests and

changes.

For technical support please call 1-844-364-7878 or email [email protected]

To submit this form either hit submit (below) or email this form to

[email protected]

SUBMIT FORM

BRIDGE REQUEST FORM For technical support please call

1-844-364-7878 or email [email protected]

February 2015 v.1.0

First name and last name Local Health Centre

250-555-XXXX [email protected]

Staff Orientation

23/03/2015 9:30AM 10:00AM 11:00AM

Local Health Centre

Band Office Boardroom 14.15.16.17 Dede

FNHA Sinclair Centre Cedar Room 10.11.12.13 SeanAnother Health Centre [email protected] Elsa

204.244.62.30

Stevie P

Administrative

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Why not use Skype or FaceTime on my computer or smart phone? Why not chat in social media or use online video in Facebook?

Skype,Facebookvideocalling,orFaceTimearenotsecureprograms.Theseprogramsalsocan-notsupportthenumbersofconnectionsthatvideoconferencescan.Theyarealsonotsecureformeetings.Thismeansthatanyonewiththerightskillscancompromiseorbreakintotheseprograms.Peoplecanalsorecordorgetaccessiftheypossesscertainskillsorknowledge.

Is the videoconference unit protected from outside viewers?

Yes.Thevideoconferenceunitdoesnotstorevideooranyotherinformationontheunititself.Inordertogetthevideorecorded,youneedtorequestthatservicetobedonebytechnicalsupport.Itisimportantthateverythingyoudoonvideoconferenceisprivateandsecureinordertoprotecttheprivacyofpatients,staff,andparticipants.

Who has the ability to record the videoconference unit calls?

Onlythetechnicalsupportorhubhastheabilitytorecordvideoconferencesessions.Thisvideofilehastoberequestedinordertoberecordedinthefirstplaceanditisonlyavailableuponrequestafterrecording.Everyoneinvolvedintherecordingmustgiveconsentbeforetherecordingcanbemadeavailablefordistribution.Norecordingisdoneifthepresenterorparticipantsdonotagreetotakepart.

Is there a server or firewall to protect these videos from being downloaded or taken from the hub?

Yes.Thehubhasspecialfirewallsandothersecuritymeasuressothatnoonecangoinandtakethevideosthatarerecordedand/orstoredatthehub.

Can the office/centre be certain that this personal session will NOT be recorded?

Yes.Allvideoconferencesessionsdonotrecordautomatically,soyouhavetorequestrecordingandinformtheunitsorcentres.

How do I set up my equipment?

YourvideoconferenceunitwillbesetupbyamemberoftheFNHATelehealthteam.Ifyouneed support with the equipment contact the FNHA HelpDesk (eHealth Support) line at 1-844-364-7878 or email: [email protected].

Telehealth FAQ Sheet

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Whatothertipsshouldbefollowed?

• Informed consentisnecessary.Itisnotonlypolite,butitisrequiredtohaveverbalconsentfromeveryoneintheroomthatwantstobeaparticipantonthevideoconference.Letthemknowwhowillseethemandwhatistakingplace.

•Letpeopleknowhowtheconferencewilltakeplace,whoisthere,andwhocanseethemontheothersideofthevideoconference.Participantsthatdidnotwishtoberecordedwilleitherbeeditedoutoftherecordingorinsomecasestherecordingwillnotbeused.

•Ifthevideoconferenceisbeingrecorded,itispolitetoleteveryoneknowwhentheyfirstjointhesession.

•Youcantilt,focus,orzoominthecameraonthepeoplewhowanttobeseen.

•Letpeopleknowwhattherecordingisgoingtobeusedforandprovidetheopportunityforthosethatdonotwishtoberecordedtoexpressthatwish.

•Ifparticipantswouldlikeadditionalprivacy,youcanalwaysaskwhowouldliketobeoffcamera, andaskthosepeopletositwherethecamerawon’tfilmthem.

•Ensurethatyouareinaroomwithadoorthatclosesandisnotwithinearshotofthepublicorotherworkersthatarenotpartofaprivatemeetingorvideoconference.

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Site(s)missingonscreen

Site(s)disconnectsduringthevideoconference

Error messages occur when placing a call

NopictureonTV

MenuappearsonTVduringvideoconference

GettingalotofglareonTVscreen

CannotseelaptopimageonTV

Cannothearothersite/soundfromothersiteis too low

Other site cannot hear you

Remote control does not work

Contact HelpDesk: 1-844-364-7878

Contact HelpDesk: 1-844-364-7878

Tryturningpoweroffandonagain

1)EnsureTVmonitoristurnedON

2)EnsurethecorrectTVinputhasbeenselected

Press the home key

1)Closeblindsintheroom

2)Ensurecameraisnotfacingbrightlight-e.g.windows

3)Pressthearrowbuttonsontheremotecontroltomovethecameraandseeifitadjusts to the lighting in the room

1)Pressthelaptopbuttonontheremotecontrol once

2)Wait5-10secondstoseeiftheimageappears

1)EnsurevolumeisturneduponTVandonvideoconferenceunit

2)Microphoneatothersitemaybemuted.Ask them to unmute their microphone

1)Makesureyourgroupatyoursitearesitting close to the microphone

2)Makesureyourmicrophoneisunmuted

3)Volumeatothersitemayneedtobeturned up

a)Ensureremoteispointedtowardsthebaseofthecamera

b)Ensuretherearebatteriesintheremotecontrol and they are properly placed

c)Replaceoldbatteries

TroubleshootingGuide

Issue Try This . . .

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Glossary

AliasAuniqueidentifier(thatlookslikeane-mailaddress)allowingvideoconferenceunitstolocateeachotherontheinternet.

CodecTheboxonyourvideoconferenceunitwhichallowsthemachinetoconnecttootherlocationsby dialinganIPaddressoralias.

FirewallHardwareorsoftwarethatpreventsunauthorizedaccesstoasinglecomputeroranetworkof computers.

FNHA HelpDesk (eHealth Support)TheFNHAHelpdeskprovidesassistanceforyourvideoconferencingneedsandhelpssolveany technicalproblemsyoumayhavewiththeequipment.

High definition (HD)Referstothequalityofvideoresolutionorhowclearthepictureis.HDresolution.

Informed consentTheprocessofgettingpermissionbeforeproceedingwithanactivity(e.g.recordingavideoconferencesession).

IP addressAseriesofnumbersthatallowvideoconferenceunitstolocateeachother.‘IP’standsfor‘internetprotocol’.

Point-to-pointAvideoconferencesessionthatinvolvesonesitedialingdirectlyintoanother.

TelehealthIsthedeliveryofhealthcare/wellnessservicesandeducationatadistancethroughlive,interactivevideoconferencing.

Telehealth coordinator(s)Anindividualorteamresponsibleforscheduling,coordinatingandconfirmingtelehealthevents. Eachhealthauthorityhastheirowntelehealthcoordinator(s).

VideoconferencingTheuseofvideo,audioandcomputertechnologytocommunicatewithothersitesatadistance.

Videoconference bridgeAnelectronicbridgethatconnectsvideoconferenceroomslocatedatdifferentsitesintoonecallsoparticipantscanseeandhearoneanother.

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VideoconferenceEtiquette

10QuickTipsToLookLikeaVideoconferencingPro:

1. Be ready for your guests:Testyourvideoconferenceequipmentaheadoftime.Rememberit’snotjustyourfaceonthecamera,it’salsoeverythingonthetable,background,etc.Rememberalsotoclosethedoortokeepoutbackgroundnoisewhentheconferencebegins.

2. Dress for the camera: Striped shirts or shirts with intricate patterns do not transmit well on camera,becausetheyarevisuallydistracting.Red,whiteandblackarealsopoorchoices. Goforsoftorotherlightcolouredclothing.

3. Speak clearly:Speaknaturallybutslowlyanddoyourbesttopronounceeachwordclearly.

4. Maintain eye contact with the camera:Keepyourfocusonthecamera.Theworstthingishavingyouraudiencelookatthetopofyourheadbecauseyouaretypingorlookingdownatnotes–orworse–atyourcellphone.

5. Be courteous to other participants:Introduceyourselfbeforespeakingsothateveryoneknowswhoistalkingandcanaddressyoubyname.Takenoteoftheotherspeakersso thatyoucanalsoaddressthembyname.Lastly,turnoffthesoundsonyourcellphoneand avoidtexting.

6. Keep body movements minimal: Large movements can distract your audience and do not transmitasreadilyasstillimages.

7. Smile, you’re on camera!Peoplesometimesfailtorememberthateverythingthattheydoisseenoncamera.Youcannothidewhispers,winks,etc.andeveryonewillseeyoucheckingyour phone!

8. Wait for an opening in the conversation.Agoodruleofthumbinavirtualmeetingistowait 2secondsafteraspeakerhascompletedathought,inordertoavoidspeakingovereachother.

9. No need to yell!Ifsomeonecan’thearyou,thenadjustthevolumeonthemicrophoneor TVandmakesureit’snotcoveredbyanythingelse.

10. Minimize distracting sounds:Avoidtypingonyourkeyboard,turnoffallsoundsonyourphone,andclosethedoortocutdownbackgroundnoise.

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RoomRequirements

Lighting•Istheroombrightenough-sothatfacescanbe

easily seen on camera?

• Iftheroomistoobrightortoodarkitwillbehard toseedetailssuchaspeople’sfaces.Adjustthe curtains/blindsiftheroomistoobrightorturn onlighting/letinextralightifyoucan’tsee yourselfeasilyoncamera

Sound•Watchoutforloudnoises!

• Ifthereareothermachines(e.g.refrigerator,printer/copier) intheroomwiththevideoconferencingequipmenttrytoavoid usingituntilyourvideoconferenceisover

Furniture•Thereshouldbesomefurnitureforcomfortableseating

•Makesuretheroomiscomfortableforpeopleofallages tositinfrontofcameraforaperiodoftime

•Arrangefurnituresothatallparticipantscanbeeasily shown on camera

•Adjustthecameraifneeded

Privacy• Ensure that participants have enough privacy

• Ensure participants have privacy during the session withcloseddoorsandsomedegreeofsound proofingifpossible

More Privacy• It is always polite to ask who would like to be

on camera or not

•Bemindfulofwhoisandisn’tinthecamera’sview

•Tilt,focus,orzoominoroutofthosewhoshouldbeoncamera

TOOBRIGHT

TOODARK

DONOT

DISTURB

CAMERA

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Setting up for a VideoconferenceCiscoSX20VideoConferenceUnit

How to Make a Call on the Video Conference Unit

•BegintoinputtheIPaddressyouwishtodial. Aboxwillappearassoonasyouenterthefirstnumber.

•WhenenteringtheIPaddress,pressthe*keyinbetweenthenumbers. This*willturnintoadot(.)afterthethird*tocompletetheIPaddress. (E.g.IfyouwanttodialtheIPaddress204.244.62.30)

•Enter204*244*62*30ontheremote.

•OnceyouhaveenteredtheIPaddress,presstheCallbutton.

How to Show Content in a Video Conference

• Insert the VGA cable(seeimagebelow),labeledVideoConference,isinsertedinto thelaptop.

• PoweronTV.

•IfnoimageappearsontheTVscreen,presstheINPUTbutton.

•Tomakesurethelaptopisworkingwiththevideoconferenceunit,selectthelaptopbuttononthevideoconferenceremote.

•YoushouldseeyourlaptopontheTVscreen.Totakeitdownjustpressthesame laptopbuttonontheremoteagain.

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How to use the Directory

• Press the Directorykeyontheremote.

• Use the arrow keys to navigate to My Contacts.

•Selectthesiteyouwishtocall,presstheCallbutton.

•IfnoimageappearsontheTVscreen,rightclickonyourcomputersdesktopand selectScreenResolution.

• Ensure that your computer’s settings are the same as the highlighted ones below (Display:1|2MultipleMonitors;Multipledisplays:Duplicatethesedisplays).

•SelectOKwhenyouarefinished.YoushouldnowseeyourscreenontheTV.

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How to Mute your Microphone

•Tomuteyourmicrophoneyoucaneitherpressthebuttononthemicrophoneitselforpressthemutebuttonontheremote.

• When the microphone has a REDbuttonithasbeenmuted.WhenthebuttonisGREEN itisunmutedandon.

•Toaddasitetothedirectory,presstheDirectoryKey.

• Use the arrow keys to navigate to My Contacts.

• Select Add New Contact.

• In the Namefield,usethenumberkeystoinputaname,cyclingthroughthenumberstogettothecorrectletter.

• In the Numberfield,entertheIP Addressofthesiteyouareaddingintothedirectory.

How to use Recent Calls

• Press the HOMEKey.

• Select the Calloption.

• Select Recent Calls.

• Use the ARROW keys to select the site you would like to call and press the CALLbutton.

Camera Controls

•Tomoveyourcameraaround,usetheArrowkeystomoveyourcamerafromsidetosideorupanddown.

•YoucanzoominandoutwiththeZoomkeylocatedtotherightofthearrowkeys.

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Questions?

Ifyouhaveanyquestions,pleasecalltheFNHA HelpDesk 1-844-364-7878 or e-mail: [email protected]

Mute

Volume

Directory

Call - Back - Hang Up

Number Keys

Display laptop

Zoom

Arrow Keys

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Notes

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For technical support with your equipment please

contact FNHA HelpDesk (eHealthSupport)at:

1-844-364-7878 or [email protected]