Frequently Asked Questions about First Nations Telehealth and Videoconferencing. Revised September 2012

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1 Frequently Asked Questions about First Nations Telehealth and Videoconferencing Revised September 2012

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3 Frequently Asked Questions about First Nations Telehealth and Videoconferencing 1. I don t want to read this FAQ I just want to talk to a real person! This FAQ really can be a big help and answer many of your questions! BUT if you just aren t the reading type, or you don t have time or you just want to phone or then by all means please just call or ! First Nations Telehealth AB Region First Nations Telehealth - AB Region / videoc@hc-sc.gc.ca It s never a problem to answer your questions or help you out. It s our job it s why we re here and we totally enjoy it! 2. Who can use Telehealth and the videoconference equipment at the health centres? The Telehealth / videoconference equipment is for ALL health centre staff and members of the community to use as appropriate. It is there to be used! 3. What types of things can I use for Telehealth for? In a nutshell: education, meetings, clinical services. Education sessions are advertised on our Telehealth Portal on-line at See the Educational Sessions manual. You can also sign up on-line to be added to our notification list. Many colleges and universities also offer courses via videoconference. Call us (see below) to discuss this option if there is a specific course you are interested in taking via videoconference. Meetings can be arranged via videoconference as well to any site or combination of sites that have working Telehealth equipment. A range of clinical services can be arranged via Telehealth videoconferencing. Examples are: doctor visits, family visits for patients in urban hospitals, mental health sessions. Just call FNIH Telehealth to discuss these opportunities!

4 4. I ve signed up for an educational VC on the TH Portal on the web. How do I connect? All your connection information is posted on the Telehealth Portal on-line at It is your responsibility to check this a few hours before the start time to obtain your connection details. A help phone number for the specific call will also be listed there. Remember to dial in early or to have your equipment on if the bridge is dialling you! Generally, this is ½ hour before the start of your session. Even if the bridge is dialling your site, IT IS IMPORTANT that you check the connection details page for EVERY session!! This lists the bride trouble phone line for that call. YOUR SITE MAY BE ON A DIFFERENT BRIDGE FOR EACH CALL! To obtain information about Education sessions, including your connection details, click on the Education Cal tab. This will take you to a calendar view where all FNIH advertised education sessions are located. 5. There is a clinical appt or meeting using the videoconference at my centre. How do we connect? There are two separate calendars that list meetings and clinical appointments scheduled at Health Centres over Telehealth videoconference. These calendars can be found on the Telehealth Portal at and clicking either Clinical or Meeting. All connection details and meeting/appointment coordinator information is listed on these calendars. It is your responsibility to check this a few hours before the start time to obtain your connection details. A help phone number for the specific call will also be listed there. Please also refer to the manual Clinical Telehealth Sessions located on the Telehealth Portal

5 6. How do I use the videoconference equipment? What if I break it? Unless you smash the equipment with a rock, you re not going to break it. You can t break the equipment by operating it with the remote. Anything you do with the remote we can undo with the remote. (Please do not disconnect cables or unplug power supplies it can be a real hassle reconnecting everything.) There are complete instructions a user friendly manual on-line at You can also call just call us and we can walk you through the steps. (Individual and group training sessions can be arranged.) 7. Can other people see me when on a videoconference? YES!! A videoconference is pretty much the same as a face-to-face meeting. It s just that the other faces are on a screen. If you wouldn t do something at a face-to-face meeting don t do it in a videoconference! All sites that are connected to the session may be able to see you. 8. What s the big deal with the microphone? In a videoconference, whichever site makes a sound last, is the site that everyone else will see. The microphones are very sensitive! This means that if you flip a page, or sneeze and your microphone is not muted all the other sites are now looking at you, rather than at the presenter. (Bottom line it s very annoying and interrupts the session.) So keep your microphone muted until you want to speak and be heard and thus seen! Then mute your microphone again. 9. The equipment doesn t seem to be working correctly what should I do? There are a few simple things you can try on your own. Please refer to the Troubleshooting Sheet.

6 12. The equipment still isn t working. Should I try wiggling the cables and cords? No! Please don t wiggle or disconnect any cables or power supply cords. Just call us and we ll troubleshoot with you over the phone. Our new technology also allows us to remotely reboot and upload software onto your equipment. If that doesn t solve the problem, we ll send a technician out. It s never a bother to answer a call. No matter how small the question or problem. We ve had people call asking how to turn the TV on, how to turn the volume up, how to adjust the camera. If you ve never done this before how would you know! Just call us it s never a problem. 13. I still have questions! Help!! Feel free to call us at any time with any and all questions. It s never a problem to answer an enquiry or help you out. It s our job! We re here for you. (And besides we totally enjoy it!) You can contact: The Telehealth Team ph: / videoc@hc-sc.gc.ca

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