Virtual Health

What Virtual Health options can I use? 

Clinicians are encouraged to use the tools they already may have. This includes the telephone, Zoom, FaceTime, Skype for Business, email and SMS (text messaging). 

PHC currently supports three Virtual Health Tools – Zoom, FaceTime and Skype for Business. 

Licensed Zoom accounts are being provisioned for clinical visits which have enhanced security and functionality. For corporate and meeting communications, please continue to use Skype for Business.

As of April 14, Information Management/Information Technology Services (IMITS) has upgraded PHC’s internet capacity to facilitate virtual health (video) clinical visits using the PHC/VCH network. 

Your options are:

  • Use a corporate/PHC desktop/laptop and the 'VCH' Wi-Fi network
  • Use your personal device and the 'VCH staff' Wi-Fi network.

Is written patient privacy consent required? 
No. Documented verbal patient consent is required. Document in the patient’s chart.

Virtual Health Policy
How do you use CST Cerner for Telehealth/Virtual Visits?

For CST Cerner live sites, CST Cerner remains the electronic health record for documentation of telehealth and virtual patient visits.  If your clinical area/clinic currently registers and schedules patients for ambulatory visits and documentation is currently performed in CST Cerner, these functions extend to virtual encounters.  Virtual visits should be captured appropriately in CST Cerner as this provides for better statistical tracking of usage, correct charge capture, and archiving of documentation.

Regardless of what telehealth/virtual platform you use, the patient encounter should be scheduled in CST Cerner in order for you to document into the electronic chart and for the encounter to be captured for hospital reporting.

Scheduling Clerk or MOA with Scheduling Privilege:

An outpatient or pre-outpatient encounter can be flipped to a telehealth encounter:

  • At the time of the virtual visit, the scheduler/MOA should “check-in” the patient by changing the pre-outpatient encounter to an active encounter (telephone consult, etc.)
  • If the provider and/or clerk are off-site this may require additional coordination.

A new telehealth encounter can be created:

  • If no pre-outpatient encounter exists, it can be created, or a telehealth encounter can be created immediately prior to the expected virtual visit – by a scheduling clerk or MOA with scheduling privileges. Instructions here.
  • Future clinics should continue to be scheduled in the usual way (by creating pre-outpatient encounters).


Virtual visit can be conducted through whichever modality is most appropriate for the circumstances (telephone, Skype for Business, Facetime, Zoom, etc.).  See PHC Med Staff website for information on different platforms.

  • Ensure you are using the correct Telehealth Encounter (for the specified date and clinic location – as the patient may have multiple encounters of this type) – using your “Ambulatory Organizer” will help you by selecting the correct encounter.
  • Verbal consent to use telehealth is required as some platforms maintain their servers out of the country.  Consent should be documented in the note.  An autotext („telehealth) is available in dynamic documentation to facilitate this consent.
  • Conduct your interview/assessment of the patient.  Document using the same forms, document templates as you use in the usual outpatient setting. 
  • When signing/saving your dynamic documentation, you may change the Document Type to “Televisit Note” in order to have the document filed distinctly from the outpatient clinic notes.  This is optional and based on your preference, but you are encouraged to do so, as you will be able to better differentiate which visits were seen in person versus virtually. Quick Reference Guide available here.

Report to the scheduling clerk which patients were seen virtually so that they can “complete” the encounter in Cerner.

What are Providence’s guidelines for teleworking? 


For many of our staff, working from home continues to be the norm during these unprecedented times. We are committed to supporting the shared goal of flattening the curve and reducing the risk of COVID-19 in our workplace by supporting those that can work from home. As we continue to respond to the needs of working remotely, resources on Citrix Remote Access are available to support staff and leaders:

An interactive course covering how to request remote access, how to work from home on a health authority issued or personal device. (Note: Disruptions on LearningHub may occur due to capacity limitations. If you experience issues, try logging in during off-peak hour)

A quick guide on how to request access to Citrix, logging in and accessing your files on the remote desktop.

A step-by-step guide to navigate the process for logging in and out of Citrix.

Helpful guidelines to remember – from how to store confidential information to being mindful of securing your devices. 

For more information about working remotely, visit  IMITS InfoCentre (requires network access). 

Who do I contact when I have questions about using Virtual Health?