standard operating procedures joe wherton queen mary university of london [email protected]
TRANSCRIPT
Key things to consider
1) Implementing and Managing SkypeInstalling and running the softwareManaging Skype accounts
2) Conducting Skype Consultation CommunicationPrivacy and confidentialityPatient consent
Implementing and Managing Skype
Installing and running the software Download software from the official Skype website (www.skype.com)
Downloads on NHS computers will require IT support due to administrative rights
Skype may require software updates after installation
Keep a record of computers with Skype installed
Implementing and managing Skype
Managing Skype accountsClinic accounts Need to register your clinic account with a ‘username’ that is unique and cannot be changed
The account ‘display name’ can be replicated/changed
Register your Skype account using your NHS email address, as this is more secure than personal email
All Skype accounts can be searched on the Skype directory
Example: ‘Westgrove.clinic1’ (username) ‘Sam Smith’ (display name)
Implementing and managing Skype
Managing Skype accountsPatient accounts Skype contacts are created by searching other users on the Skype directory and sending a contact request
Ensure the correct contacts are formed
Provide patients with written details of your clinic account
Note: a) Patients may use existing accounts that do not reflect their actual identity (e.g. ‘Spaceman.87’); and b) many Skype users will have the same ‘display name’
Conducting Skype Consultations
Communication Acknowledge potential limitations of video mediated communication and suitability for each patient
Position webcam directly above computer screen in the centre to avoid mismatch between camera and viewer
Ensure good internet connectivity
Have other means of communication available
Make patients aware how regularly you check for missed calls or messages on Skype
Conducting Skype Consultations
Privacy and confidentiality Treat Skype consultation like any other clinical consultation
Do not conduct consultation in presence of others without the patient’s permission
Avoid inadvertent disclosure of information (e.g. close office door)
Make other staff aware about the use of Skype within the clinic
Keep a secure record of patients’ account details
Conducting Skype Consultations
Patient consent Provide information and document consent
Points to cover with the patient use of Skype is completely voluntary they must ensure they have anti-virus protection some personal information is stored locally on the computers using Skype Skype on a mobile is as secure as a regular mobile call outcomes from Skype consultation will be recorded on medical records Skype should not be used in an emergency
Involving older users in designSOP - Introducing Skype
Clinician decides suitability of using
Skype with the patient
If suitable Patient offered option of Skype
consultation
Yes
No
Provide information verbally and in writing.
Details to be confirmed with the patient:Prior use of Skype and patients’ Skype username (to be recorded in patient’s care record1.Check up-to-date contact telephone number and update care record if required2.Confirm that the patient will only be contacted on the Skype username provided3.Confirm that the clinician will send a Skype contact request that will need to be accepted prior to scheduled appointment time.4.Confirm that the patient will be sent a Skype message on or before the scheduled appointment time to notify them if the clinic is running late 5.Confirm that if a Skype connection cannot be established the patient will be contacted by phone.6. Confirm that no part of the Skype consultation will be physically recorded, other than notes of the medical outcome added to their care record7.Confirm security cannot be fully guaranteed with Skype and check consent to proceed *Skype privacy and security notice to be read and patient consent confirmed and recorded in their care record before first Skype consultation begins8.Provide the clinic username name in writing9.Provide supplementary information sheet on Skype service available from the practice
Continue with existing service
IG
Clinician sends Skype contact
request to patient
Yes
No
Log ‘active’ status of patient account
on database
Check patient received invite
prior the appointment
First Skype consultationObtain consent from patient
1. Read privacy and security statement2. Give patient right to opt out3. Log verbal consent on patient record
IG
Clinician decides suitability of using
Skype with the patient
If suitable Patient offered option of Skype
consultation
Yes
No
Provide information verbally and in writing.
Details to be confirmed with the patient:Prior use of Skype and patients’ Skype username (to be recorded in patient’s care record1.Check up-to-date contact telephone number and update care record if required2.Confirm that the patient will only be contacted on the Skype username provided3.Confirm that the clinician will send a Skype contact request that will need to be accepted prior to scheduled appointment time.4.Confirm that the patient will be sent a Skype message on or before the scheduled appointment time to notify them if the clinic is running late 5.Confirm that if a Skype connection cannot be established the patient will be contacted by phone.6. Confirm that no part of the Skype consultation will be physically recorded, other than notes of the medical outcome added to their care record7.Confirm security cannot be fully guaranteed with Skype and check consent to proceed *Skype privacy and security notice to be read and patient consent confirmed and recorded in their care record before first Skype consultation begins8.Provide the clinic username name in writing9.Provide supplementary information sheet on Skype service available from the practice
Continue with existing service
IG
Clinician sends Skype contact
request to patient
Yes
No
Log ‘active’ status of patient account
on database
Check patient received invite
prior the appointment
First Skype consultationObtain consent from patient
1. Read privacy and security statement2. Give patient right to opt out3. Log verbal consent on patient record
IG
Involving older users in designRecommendations for Practice
Introduce the service slowly and incrementally
Allow plenty of time for discussion with staff and patients about how it affects the service
Work in collaboration with your ICT department and technical support teams
Use Skype with an understanding of the patients’ lives and their health conditions
Support flexible use, allowing scope to fit the service around the needs of the patient