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Before, during and after a virtual care consultation

The core workflow for running a virtual care consultation, from preparation to follow-up.

What this is: the core workflow your team uses for every virtual care consultation, in three stages: before, during and after.

Who it's for: registered nurses, enrolled nurses and care staff who set up and support consultations.

This is the backbone of good virtual care. A consultation that's well prepared, well supported and well followed up gives the resident an experience close to an in-person visit, and gives the remote clinician what they need to make confident decisions.

Print this and keep it with your virtual care equipment. The checkboxes are there so you can run it like a checklist.

Before the consultation

Confirm it's the right fit

  • Check the resident is suitable for virtual care and has consented (see the consent form in Communications & consent).
  • Confirm the reason for the consultation and what you need from the clinician.
  • Check whether family, a representative or an interpreter should join, and arrange it.

Prepare the information

  • Review the resident's records and recent notes.
  • Give the remote clinician secure access to the resident's medical records and medication list ahead of time.
  • Have any requested observations or test results ready.
  • Prepare a clinical handover using ISBAR (Identify, Situation, Background, Assessment, Recommendation).

Prepare the resident and the space

  • Explain to the resident what to expect and roughly how long it will take.
  • Set up a private, quiet, well-lit space (see Setting up your virtual care space).
  • Position the resident comfortably and close enough to the camera.
  • Complete identity and consent checks.

Prepare the equipment

  • Test your virtual care equipment: camera, microphone and any peripherals you'll need.
  • Check the internet connection.
  • Confirm you have a backup plan and the clinician's direct contact in case of a technical problem.
  • Log in a few minutes early.

During the consultation

Get started

  • Introduce everyone present, including anyone off-camera.
  • Confirm roles: who's leading, who's assisting, what the resident can expect.
  • Give a clear ISBAR handover of the resident's situation.

Support the clinical work

  • Follow the clinician's directions for any onsite observations, tests or assessments.
  • Use the right peripheral when asked (for example the examination camera for skin or wounds, the stethoscope for chest sounds).
  • Check the resident is following what's happening and feels comfortable. Pause and explain if needed.
  • Offer your own insights about the resident where they're helpful. You know the resident; the clinician doesn't.

Keep the resident at the centre

  • Encourage the resident to ask questions and share concerns.
  • Watch for signs of tiredness, confusion or distress, and respond.
  • Maintain privacy: keep the door closed, use a "do not disturb" sign, avoid interruptions.

After the consultation

Close the loop with the resident

  • Summarise the agreed actions and next steps in plain language.
  • Confirm the resident understands what happens next.
  • Provide contact details for follow-up to the resident and, where appropriate, family.

Record and hand over

  • Document the consultation in the resident's clinical record.
  • Note any changes to medications, referrals or care plan.
  • Complete a clinical handover to the next shift.
  • Add the consultation to your virtual care register, if your home keeps one.

Follow up the actions

  • Action anything assigned to the home: pathology, a follow-up booking, a hospital transfer, a care plan update.
  • Update the resident's care plan and share it with the relevant people.
  • Check that agreed actions are actually completed and on time.

Reset for next time

  • Clean the equipment and peripherals in line with infection control.
  • Recharge and store your equipment so it's ready for the next consultation.
  • Note any technical issues so they can be fixed before they recur.

A few things that make a real difference

  • Triangulate, don't assume. Your knowledge of the resident is clinical information. Share it.
  • Separate the tech from the care. Sort the equipment before the clinician joins, so the consultation is about the resident, not the setup.
  • Buffer your bookings. Leave time around consultations and avoid mealtimes and other fixed routines.
  • Keep it familiar. A quiet, familiar space helps every resident, and matters most for residents living with dementia.

Need help?

Visionflex support: visionflex.com/support | support@visionflex.com | +61 2 8914 4000 (9am to 5pm AEST)

Visionflex acknowledges the Traditional Custodians of Country throughout Australia and pays respect to Elders past, present and emerging.