Letter and FAQs: virtual care for residents and families

What this is: a ready-to-send letter introducing virtual care to residents and families, plus answers to the questions they most often ask.

Who it's for: facility and nurse managers communicating with residents and families; staff fielding questions.

How to use this. The letter below is a template. Replace every [square bracket], add your logo and signature, and send by email or post. The FAQs work as a printed handout, an intranet page, or talking points for staff.

Part 1 — Letter to residents and families

Subject: Virtual care at [insert home name] — more choice and timely care for residents

Dear [resident and/or family member],

We're pleased to let you know that [insert home name] now offers virtual care as part of the care we provide to residents.

Virtual care means residents can connect with doctors, specialists and other health professionals using secure video and clinical equipment, right here in our home. It's especially helpful for follow-up appointments, quick check-ins, and times when advice is needed but a physical visit isn't practical.

Virtual care doesn't replace face-to-face care. It complements it, giving residents more options and more timely access to the care they need.

A few things we want you to know:

• Virtual care is offered by choice, never by default. Residents can always ask for an in-person visit.
• We ask for consent before virtual care consultations, and we make sure residents and families understand their options.
• Our staff are trained to support residents during consultations and to help with the equipment.
• Family members can take part if the resident wishes.
• We use secure technology and follow strict privacy and safety standards.

This reflects the new Aged Care Act and the Strengthened Aged Care Quality Standards, which focus on resident rights and choice, timely high-quality clinical care, and the safe use of digital tools.

If you'd like to know more, discuss a resident's preferences, or be included in a virtual care appointment, please contact us at [insert contact details]. We're glad to help.

Warm regards,

[Name] [Role] [Home name]

Part 2 — Frequently asked questions

What is virtual care?

It's a way to see a doctor, specialist or allied health professional using secure video and, where needed, clinical equipment, without anyone needing to travel. The practitioner can still assess conditions, diagnose, and prescribe.

Is it as good as seeing someone in person?

For many situations, yes. Virtual care suits follow-ups, medication reviews, check-ins and specialist input. Some things still need an in-person visit, and our staff will always arrange that when it's the right call.

Does the resident have to use it?

No. Virtual care is always a choice. A resident can ask for an in-person visit instead, and can change their mind at any time. It will never affect the quality of their care.

Is it private and secure?

Yes. Consultations use secure, encrypted technology, take place in a private space, and only involve the people taking part in the resident's care. Information is recorded in the resident's health record, just like an in-person visit.

Can family be involved?

Yes, if the resident wishes. Let us know and we'll send a link so you can join the consultation, wherever you are.

Will the resident be left alone with the equipment?

No. A trained staff member sets up the equipment and can stay to help throughout, or step out if the resident prefers privacy. Residents are never expected to manage the equipment on their own.

What if the resident has trouble hearing, seeing or understanding?

Staff adapt each consultation to the resident's needs, using clear language, extra time, headphones, captions or an interpreter where helpful. Just tell us what would help.

What does it cost the resident or family?

Nothing for the equipment. [Insert home name] covers the cost of the equipment and the platform. Any costs relating to the practitioner's service are the same as they'd be for an in-person visit, and we'll always tell you in advance if a fee applies.

How do we get started or ask more questions?

Contact us at [insert contact details]. We're happy to talk it through, arrange a practice session, or include family in the next appointment.

Need help?

• Questions about virtual care in our home: [insert home contact]
• 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.