Telehealth Training Manual - First Nations Health Authority · FNHA HelpDesk (eHealth Support) 12 |...
Transcript of Telehealth Training Manual - First Nations Health Authority · FNHA HelpDesk (eHealth Support) 12 |...
Telehealth Training Manual
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2 | TELEHEALTH TRAINING MANUAL
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]
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
FIRST NATIONS HEALTH AUTHORITY | 3
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.
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.
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.
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.
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
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
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 . . .
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.
28 | TELEHEALTH TRAINING MANUAL
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
FIRST NATIONS HEALTH AUTHORITY | 29
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.
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.
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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For technical support with your equipment please
contact FNHA HelpDesk (eHealthSupport)at:
1-844-364-7878 or [email protected]