It is important for patients to stay connected to families and carers for their social and emotional wellbeing. This guide outlines how health staff can support virtual visiting, using myVirtualCare (using direct call).

Ways to facilitate virtual visiting

Does the person have a device with adequate data and internet connection (e.g. smart phone, tablet, laptop)? If yes, They can continue to contact loved ones on their own device. If no, Contact loved ones to confirm they have access to equipment and/or reception to participate in a video call. If they do, support the person to connect with their loved ones via video call on a ward device. If not, Provide support for the person and loved ones to connect via telephone. For all patients, consider if the person needs extra support from staff: do they know how to use the device? Can they hold the device? Does it need charging? Do they have their glasses and/or hearing aids? Consider the needs of vulnerable and at risk people when supporting the video call: cognitive or communication impairment, non-English speaking, patients with a disability etc.

Instructions for family and loves ones

  1. At the time of the call you will receive a link via text message or email. Click the link.
  2. Enter your name and select whether you are a relative, carer or friend and click 'next'.
  3. When prompted to allow the platform to use the camera and microphone, click 'allow'
  4. Rate the audio and video and click 'finish'

Resources to help loved ones use myVirtualCare are available on the Agency for Clinical Innovation (ACI) website at Virtual care videoconferencing platforms

Staff instructions to prepare for and conduct a connection call using myVirtualCare

Obtain and document consent for connection call in the medical record

  • If patient is unable to consent, discuss with their nominated contact.
  • If required, record the names of all approved people who can join a connection call with the patient.

Speak to the person nominated by the patient as the key contact

  • Ask them to coordinate with any other loved ones joining the call.
  • Arrange an agreed time and duration for the call.
  • Inform them that they will receive a text message or email at the time of the call.

Prepare the patient

  • Ensure the patient is covered appropriately, and cares or procedures have been completed.

Prepare the connection call device

At agreed time, commence connection of the call

  • Click "Direct Call"
  • Select 'Call' in your ward or department's room called
  • If multiple loved ones are joining the call, expand the waiting queue, click on the additional participants name and select 'Add to call'
  • Invite participant(s) by text message or email by clicking the 'Invite participant' option on the top right of the screen
  • Collapse the waiting room once all participants have entered the call.

Supervise connection call as required

  • Confirm with the loved one on the call who they are visiting virtually
  • Advise any staff wanting to enter the bed space that a connection call is in progress
  • Ensure that the patient's comfort, dignity and privacy are maintained throughout
  • Ensure agreed timeframes are kept.

Conclude connection call when appropriate

  • Provide advice to the patient and loved ones on how to arrange another call
  • End the call and select 'Disconnect all' from the menu
  • Clean the device as per local infection control guidelines

Document information

Developed by

Virtual Care Community of Practice and ACI in partnership with the Chief Patient Experience Officer


Patients in admitted care in NSW Health facilities and their loved ones



  • Chief Patient Experience Officer
  • Patient Experience Officers
  • Telehealth/ Virtual Care Managers
  • Clinical test group


  • Virtual Care CoP
  • Telehealth/ Virtual Care Managers
  • Virtual Care Taskforce

Endorsed by

Dr Nigel Lyons, Deputy Secretary, Health System Strategy and Planning

For use by

To assist clinicians working in inpatient settings to support patients to connect with their loved ones during visitor restrictions.


Feedback on this document can be provided to

Current as at: Friday 24 September 2021
Contact page owner: Health Protection NSW