Virtual Care

The decision on which type of virtual visit you have will be made based on your care needs, and the technology you have access to. As part of the booking process, a member of your healthcare team will contact you to:

• Ask for your verbal consent to complete a virtual visit, if it has not already been provided at HHS. You can decline or withdraw your consent for virtual care at any time by contacting your health care provider.
• Make sure that you have the right technology to participate in a virtual visit. HHS will work to ensure all patients have equitable access to care. If you do not have technology needed to participate, please talk to your healthcare team and they will help find a solution that is right for you.
• Confirm that we have your preferred contact information. If you are booking a video visit, please confirm that we have the correct email address for you on file.
• Provide instructions on how to prepare for the virtual visit.

Note:

If you require an interpreter or other supports for your visit please discuss this with your healthcare team at the time of booking. Visit the HHS Accessibility web page to learn more.

You will receive an email with the video visit link 15 minutes prior to your appointment. If you have MyChart, you can join the visit through your appointment information in your account.

Important information about the emails you receive prior to your Video Visit

• E-mails are sent to the default email address on file and any Proxy (someone you give permission to access your MyChart account) email address. Be sure to confirm your email is correct when scheduling an appointment. Click here for more information about Proxy access to your MyChart account.
• If you cannot find the email prior to you visit, check your junk/spam mail
• If you have a MyChart account, you can join your video visit from inside MyChart or from the link in the email.
• Some clinics have restrictions on how appointment reminders are sent to patients due to privacy reasons. If you have questions or concerns about receiving auto emails please talk to your health care team.

Please speak to your healthcare provider if you will be away from home for your virtual visit. Zoom will not work outside of Canada or the United States.

It is strongly recommended to join the HHS patient portal MyChart. This is a secure application available on your mobile device or computer to access parts of your electronic health record. Additionally, it can alert you to new results, keep track of appointments and facilitate easier check in.

Accessing your virtual visit through your MyChart account will give you details about your appointment such as the clinic or Healthcare provider you will be seeing and make your video visit easier to access.

For more information, visit HHS MyChart web page.

Protecting the privacy of our patients, their families, and our staff and physicians is one of our highest priorities at Hamilton Health Sciences. We protect your privacy and confidentiality during virtual visits in the same way as we do during an in person visit.

HHS is committed to protecting patient privacy and follows strict rules about the collection, use and disclosure of your information set out in Ontario’s Personal Health Information Protection Act (PHIPA). HHS also has a number of policies in place for physicians, employees, consultants, volunteers and students that address confidentiality and privacy, security and release of records.

With Epic and MyChart, records are protected by encryption and only accessible through the appropriate login credentials by authorized hospital users. All information that health-care providers have access to will be safely stored on HHS devices.

Additionally, everyone at HHS is legally and ethically obligated to protect the personal health information entrusted to us by our patients and their families.

HHS uses Zoom for Healthcare as its video platform. Zoom for Healthcare has also been reviewed by our HHS Privacy and Information Security teams. Recognizing that there some risks associated with virtual care, we are taking appropriate precautions to make sure your information is as safe and secure as possible.

Video visits are not recorded or kept by Zoom for Healthcare after your appointment finishes.

Note: Some clinics conduct recordings for specific clinical uses; this requires patient consent prior to recording.

To learn more about our information management practices, how to access your personal health record, or how to contact HHS’ Privacy Office, visit our Patient Privacy Statement page.

HHS is not responsible for the security of patients’ internet service providers, email domains, personal devices or personal computers.

It is important that you can fully access our services without barriers. Please talk to someone on your healthcare team about your accessibility needs, such as a language or sign language interpreter when booking your appointment so we can arrange to have the supports you need during your virtual visit. Your experience matters to us.

For more information, visit the HHS Accessibility web page.

Many clinics across HHS offer group visits to deliver clinical or educational information to multiple patients at the same time using Zoom for Healthcare.

• If you are participating in a virtual group session, it is important to be mindful of the privacy of other group members as all participants can be seen and heard by others joining the virtual group visit.
• If you have any questions or concerns about participating in a Group Video Visit please talk to your healthcare providers prior to your Group Visit.