​Using telehealth well requires preparing and communicating a little differently to face to face. 

Once you are used to it, telehealth is great - but it helps to follow the below etiquette sugestions:


  • Ensure the area for the videoconference is as private as possible with doors closed or curtains drawn if within a ward area

  • Position participants comfortably

  • Clinicians should be aware of their positioning and what will be visible behind them to the far site​


  • ​Normal room lighting is usually sufficient, avoid bright lights or direct sunshine behind the participants if possible.

  • Side-lighting works well and web cameras can work well in low light conditions

​Equipment and Software​

  • Take time to familiarise yourself with the equipment and software before use

  • If using a mobile work Station on Wheels or PC always remember to "restart" the PC prior to connection

  • Have a practice connection on the Scopia test site 6659000 whenever possible prior to the connection

  • Always be aware of current audio and video settings

  • Understand what to do if things go wrong, and how to fix basic problems.

  • Refer http://www.hnehealth.nsw.gov.au/telehealth/Pages/Scopia-Troubleshooting.aspx for further assistance

  • Know who to contact if you can't resolve any problems that do occur. The HNE technical helpdesk is available on 49855400, option 2

  • Keep Mobile equipment charged eg. Workstations on Wheels

  • When the call ends, make sure all video and audio equipment is switched off.​

​Microphone and Speakers

  • ​Ensure participants are positioned close to the microphone and that the speakers are well positioned and turned on

  • Echoing can be an issue in some locations with bare walls and no carpet etc. A practice connection is recommended if this may be an issue

  • Laptop microphone may not be adequate for more than a one on one video conversation

  • Noise cancelling headset may be beneficial for busy environments

​Camera Positioning

  • ​Place the camera in a location where the participants stay within camera view.

  • Position the camera at eye level where feasible, to provide the most natural call experience.

  • Keep the participants centred in the camera view.

  • Cameras perform better with good lighting.

  • If a wound or device needs to be viewed, the laptop camera or Webcam can be positioned as required. 

​Body Language and Behaviour

  • ​Check your camera view prior to connection to ensure all participants can be seen by the far site whenever possible

  • Always remember that the other participants can see you, act like they're in the room with you

  • Maintain eye contact by looking at the camera as often as possible

  • Avoid raising your voice, maintain an even volume

  • As in a face to face consultations, ensure all participants, at both sites are introduced prior to the commencement of the discussion

  • Do not check your email or phone while in a video call

  • When you talk, look at the camera, not at the screen. This helps other participants engage more effectively

  • Remember there is frequently a small amount of lag in conversations to avoid people talking over each other

  • Be patient, and allow other participants time to finish speaking. 

​Participant Contact Details

  • ​If something goes wrong during the video call, you may have need to contact other participants. Have their phone number handy.​