Stay Connected Program

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 Pexip.

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 and connect with loved ones on their device.Consider if the person needs extra support for staff - do they knowhow to use it? Can they hold the device? Does it need charging? Do they have their glasses and/or hearing aids? If  no - Contact loved ones to confirm they have access to equipment and/or reception to participate in a video call. If yes - Support person to connect with their loved ones via video call or device. If no - provide support for the person and loved ones to connect via telephone. Consider the needs of the vulnerable and at risk people when supporting the video call: cognitive or communication impairment, non-English speaking, patients with a disability.

Instructions for family and loves ones

  1. Open a web browser and go to webapp/home
  2. Enter your full name and select 'Continue'.
  3. Allow permission to camera and microphone
  4. Select the green video button
  5. Enter the virtual meeting room number in the search to call box and press the green video button
  6. You do not need a pin, simply select the green 'JOIN' button
  7. You will stay in a waiting room until admitted by a staff member. Resources to help loved ones use Pexip 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 PEXIP

  • 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 connection call.
    • Arrange an agreed time and duration for the call.
    • Provide the Pexip conference link, virtual meeting room number and directions to resources. The virtual meeting room numbers for the ward or department are [insert number]
  • Prepare the patient
    • Ensure the patient is covered appropriately, and cares or procedures completed.
  • Prepare the connection call device
    • Start the connection call using the shortcut link.
    • Ensure the device is positioned appropriately and no other patients can be seen.
  • At agreed time start the connection call
    • When a loved one’s name appears on left side of screen, click on the green tick next to their name. Repeat this as any other additional loved ones join.
  • Supervise connection call as required
    • Confirm with the loved one on the call who they are visiting virtually.
    • Advise any staff wanting to enter bed space that a connection call is in progress.
    • Ensure that patient’s comfort, dignity and privacy are maintained throughout.
    • Ensure that agreed timeframes are kept.
  • Conclude connection call when appropriate
    • Provide advice to the patient and loved ones on how to arrange another connection call.
    • Select ‘Disconnect all’ from menu on left of screen.
    • Clean the device as per local infection control guidelines

Document information

Developed by

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



  • 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.

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