Introduce yourself and confirm the patient's identity: At the scheduled time, start the video visit with a brief and clear introduction explaining who you are and confirming the purpose of the video call. This will help gauge and confirm the patient's readiness to have a confidential conversation. In the event that it is the first encounter or you are unfamiliar with the patient, it would be imperative to authenticate the patient's identity (eg. ask for at least 2 patient identifiers: full name, address, HCN, and/or DOB).

Verify the patient's phone number: In case the video call disconnects during the virtual interaction, a phone call provides an efficient method of contacting the patient for next steps or troubleshooting.

Protect patient privacy: Ensure that the video consult is conducted in a suitably private location for both you and the patient (eg. in a room with a closed door and away from windows to protect the patient exchange from being seen by others). During the video call, the volume should be adjusted to an audible yet discreet level to prevent an accidental breach of patient confidentiality. Moreover, headphones should be used to protect sensitive patient information from being overheard and to minimize any noise distractions.

Presence of third party observers: Assure the patient that you are alone in the room and ask if there are any other persons present off-camera on the patient's end - considering that family members/caregivers are often involved in helping patients manage their medications. If present, they may be asked to identify themselves so that you are aware of who else is in the room to establish the level of patient comfort.

Obtain informed consent: Confirm that the patient understands the privacy and security risks of a virtual visit. It is recommended practice to obtain the patient's verbal consent to the provision of virtual care and the collection/disclosure of patient information through the online platform. The pharmacist can document informed consent on the platform, per legislative requirements. If the recording of the virtual consultation is necessary, additional consent must be obtained and documented.

Documentation: Following the same guidelines as face-to-face consultations, it is advised to document any relevant information discussed during the virtual interaction and the reason for providing the video consultation. These can be documented in the "Notes" section on MedMe. Furthermore, we automatically document the time, date, and platform for auditing purposes.

Do not leave the connection unattended: At the end of the virtual consultation, please ensure that all participants are promptly disconnected from the video call.

Private devices: Do not use public computers to access your online MedMe account. For patients, though we already have reminders in their onboarding process, you should advise them to use their own private devices (eg. do not use a work computer provided by employers) for virtual consultations.

Secure internet connection: Do not use any unsecured public networks. Ensure that the internet connection used for virtual visits is protected by a complex and unique password that is shared with authorized users only.

Data protection: It is recommended that all devices used for virtual care should be behind the firewall and malware safeguards/anti-virus software should also be installed to protect against online security threats. Following the setup requirements can eliminate most of these risks.

Login passwords: Ensure that all devices used for virtual visits are protected by an adequate login password. Refrain from autosaving the login password for MedMe to prevent unauthorized access.

When not in use: If the pharmacy device is left unattended or shared among multiple users, ensure to always log out of your online MedMe account after use. Disabling the camera and microphone may be considered as well when not in use. (MedMe also automatically times out the session after 15 minutes of idle time - this can be changed by contacting us)

Recording: Do not record virtual sessions unless there is an absolute need considering that the video consultations may contain sensitive personal as well as clinical information. If the video session must be recorded, it is best practice to ensure secure storage and retain the recording with the patient's file. Patient informed consent must also be collected explicitly for recordings, and available upon request for the patient to view. MedMe currently does not support in-video recording.

Privacy Impact Assessment (PIA): A PIA (following the guide provided by the Information and Privacy Commissioner of Ontario) is expected in order to evaluate privacy risks and ensure PHIPA (Personal Health Information and Privacy Act) compliance of virtual care services. To view MedMe's general statement on PHIPA-compliancy, you can check out our Privacy Impact Statement.