Virtual care policy template
An editable policy template your home can adapt in an afternoon.
What this is: a ready-to-adapt policy template that sets out how your home delivers virtual care safely and consistently.
Who it's for: quality leads, clinical leads and facility managers.
How to use this template. Replace every
[square bracket]with your home's details. Review it against your existing policies and your obligations under the Aged Care Act and the Strengthened Quality Standards before adopting it. Have it approved through your usual governance process.
A note on naming. Many organisations already have a document called a "Telehealth Policy". This template uses "virtual care" to reflect that modern aged care uses clinically-augmented consultations, not just video calls. You can adopt it as a new Virtual Care Policy, or merge it into your existing Telehealth Policy, whichever fits your document set.
[Home / organisation name] Virtual Care Policy
| Field | Detail |
|---|---|
| Policy name | Virtual Care Policy |
| Policy owner | [Role] |
| Clinical owner | [Clinical Lead] |
| Approved by | [Name / committee] |
| Effective date | [date] |
| Review cycle | [e.g. annually, or earlier if workflows change] |
1. Purpose
This policy sets out how [home name] delivers virtual care to residents safely, ethically and consistently. It supports timely access to medical, specialist and allied health care, helps residents receive care in place, and reduces avoidable hospital transfers.
2. Scope
This policy applies to all staff, contractors and visiting practitioners involved in virtual care at [home name]. It covers scheduled and unscheduled virtual consultations, including GP rounds, specialist reviews, allied health, case conferencing, wound care and virtual emergency pathways.
3. Principles
Virtual care at [home name] is guided by:
- Resident rights and choice. Virtual care is offered by choice. Residents may request in-person care and may decline or withdraw at any time without affecting their care.
- Consent. Informed consent is obtained and recorded before virtual care, in line with our consent procedure.
- Quality and safety. Virtual care meets the same clinical standards as in-person care and aligns with the Strengthened Aged Care Quality Standards.
- Privacy. Resident information is protected at every step, in line with the Privacy Act and our privacy policy.
- A trained workforce. Staff are trained and supported to deliver virtual care competently.
- Equity of access. Virtual care helps residents access care regardless of location or mobility.
4. Roles and responsibilities
- Executive sponsor / management: endorses virtual care, allocates resources, monitors outcomes.
- Clinical lead: oversees clinical safety, suitability decisions and escalation.
- Virtual care champions: support staff, drive adoption, capture feedback.
[Name two.] - Care staff: prepare residents and equipment, support consultations, document outcomes.
- IT contact: maintains connectivity, devices, accounts and security.
5. Consent
Informed consent is obtained before a resident's first virtual consultation and recorded in their clinical record. Where a resident cannot consent, an authorised decision-maker is involved. Consent may be withdrawn at any time. (See our resident consent form.)
6. Privacy and information handling
- Consultations take place in a private space and only involve those taking part in the resident's care.
- Clinical images and recordings are health information and are stored and shared only via approved systems.
- Sessions are not recorded unless approved under policy and specific consent is obtained.
- Data is handled in line with the Privacy Act and our privacy and security procedures.
7. Suitability and clinical safety
Staff assess each resident's suitability for virtual care, considering cognitive, sensory, communication and clinical factors. Virtual care is not used where an in-person assessment or urgent transfer is clinically required.
8. Equipment and connectivity
[Home name] maintains virtual care equipment in safe working order, with secure storage, charging, cleaning and a reliable internet connection plus a backup option. (See our setup and troubleshooting guides.)
9. Documentation
Every virtual consultation is documented in the resident's clinical record, including consent, participants, the clinical outcome, and any changes to the care plan.
10. Training
Staff complete virtual care training before supporting consultations, with refreshers as needed. Training covers equipment, clinical workflows, consent, privacy and escalation.
11. Escalation and emergencies
Virtual care never replaces emergency response. In a life-threatening emergency, staff call 000 and follow the home's emergency procedure. (See our escalation and virtual emergency pathway guide.)
12. Review
This policy is reviewed [review cycle], or earlier if regulations, workflows or technology change.
Need help?
- Visionflex support: visionflex.com/support | support@visionflex.com | +61 2 8914 4000 (9am to 5pm AEST)
- See also: the Virtual care readiness audit, and the procedure templates in this section.
This is a general template, not legal advice. Have it reviewed and approved through your own governance process.
Visionflex acknowledges the Traditional Custodians of Country throughout Australia and pays respect to Elders past, present and emerging.