OTNhub Hosted Virtual Care Privacy Best Practices

How To Prevent A Privacy Breach

• Ensure virtual care rooms are located in a low traffic area.
• Choose rooms with window coverings that can be closed (for example, blinds).
• If possible, select a room that is soundproof.
• Provide a private area inside the room that the patient may use to change their clothes.
• Ensure there is signage on the door indicating a virtual care session is underway.

You Could Be Connected, Even When Your Virtual Care System Does Not Appear To Be In Use

Many OTNhub sites use one room for clinical, educational and administrative events. Even when the videoconferencing system may not appear to be connected, you could be on camera. This could lead to a privacy breach if you are with a patient and another site inadvertently connects to your system. It could also lead to an embarrassing moment if you are on screen without your knowledge.

How To Prevent A Privacy Breach

• Ensure there is signage on the door indicating a virtual care session is underway.
• When not in use, a videoconference system used for clinical or confidential events located in a multipurpose room should be turned off and/or unplugged.
• Before starting the call, ensure the camera is pointing at a wall or ceiling and the system is muted, until you have set-up the room for the session.
• When ending a call, point the camera to a wall or ceiling, mute the system (using presets) and unplug as appropriate.

Connecting in Error Impacts Patient Privacy and Your Organization’s Reputation

Personal health information may be inadvertently transmitted/accessed when a site incorrectly connects to the wrong site, the wrong virtual care event or just connecting at the wrong time. When this happens, a patient's information may be inappropriately accessed, used or disclosed.

How To Prevent A Privacy Breach

• If you have connected in error to another site and/or session, disconnect immediately.
• If a site has connected to your site or session in error, ask the site to disconnect immediately or disconnect the site, if you can.
• If the site is not disconnecting, contact OTNhub’s Technical Support Services (1-855-654-0888) immediately.
• If you suspect that patient information was inappropriately accessed or disclosed, contact your privacy officer and Ontario Health’s privacy team (1-866-250-1554 or email: servicedesk@ontariohealth.ca)

Together we continue to learn how to make virtual care better. We encourage you to continue reaching out to our Privacy Team. You can submit an inquiry on our webpage Privacy: Contact Us.