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 a videoconferencing cart.

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. Open a web browser and go to
  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 videoconferencing cart

The numer for the videoconferencing cart is [insert number]

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.

Prepare the patient

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

Prepare the connection call device

  • Ensure the device is positioned appropriately and no other patients can be seen
  • Type in the Pexip conference virtual meeting room number and enter the host pin.

At agreed time start the connection call

  • When loved ones are present, unlock the conference to allow loved ones in
  • Confirm with the loved one on the call who they are visiting virtually
  • Lock the conference for privacy reasons.

Supervise connection call as required

  • 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
  • End call
  • 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.


Feedback on this document can be provided to

Current as at: Friday 3 June 2022
Contact page owner: Health Protection NSW