Standard Operating Procedures

1. Standard Operating Procedures Joe Wherton Queen Mary University of London j.wherton@qmul.ac.uk

2. Key things to consider • 1) Implementing and Managing Skype • Installing and running the software • Managing Skype accounts • 2) Conducting Skype Consultation • Communication • Privacy and confidentiality • Patient consent

3. Implementing and Managing Skype • Installing and running the software • Download software from the official Skype website (www.skype.com) • Downloads on NHS computers will require IT support due to administrative rights • Skype may require software updates after installation • Keep a record of computers with Skype installed

4. Implementing and managing Skype • Managing Skype accounts • Clinic accounts • Need to register your clinic account with a ‘username’ that is unique and cannot be changed • The account ‘display name’ can be replicated/changed • Register your Skype account using your NHS email address, as this is more secure than personal email • All Skype accounts can be searched on the Skype directory Example: ‘Westgrove.clinic1’ (username) ‘Sam Smith’ (display name)

5. Implementing and managing Skype • Managing Skype accounts • Patient accounts • Skype contacts are created by searching other users on the Skype directory and sending a contact request • Ensure the correct contacts are formed • Provide patients with written details of your clinic account • Note: a) Patients may use existing accounts that do not reflect their actual identity (e.g. ‘Spaceman.87’); and b) many Skype users will have the same ‘display name’

6. Conducting Skype Consultations • Communication • Acknowledge potential limitations of video mediated communication and suitability for each patient • Position webcam directly above computer screen in the centre to avoid mismatch between camera and viewer • Ensure good internet connectivity • Have other means of communication available • Make patients aware how regularly you check for missed calls or messages on Skype

7. Conducting Skype Consultations • Privacy and confidentiality • Treat Skype consultation like any other clinical consultation • Do not conduct consultation in presence of others without the patient’s permission • Avoid inadvertent disclosure of information (e.g. close office door) • Make other staff aware about the use of Skype within the clinic • Keep a secure record of patients’ account details

8. Conducting Skype Consultations • Patient consent Provide information and document consent Points to cover with the patient • use of Skype is completely voluntary • they must ensure they have anti-virus protection • some personal information is stored locally on the computers using Skype • Skype on a mobile is as secure as a regular mobile call • outcomes from Skype consultation will be recorded on medical records • Skype should not be used in an emergency

9. SOP - Introducing Skype Involving older users in design

10. Recommendations for Practice Involving older users in design • Introduce the service slowly and incrementally • Allow plenty of time for discussion with staff and patients about how it affects the service • Work in collaboration with your ICT department and technical support teams • Use Skype with an understanding of the patients’ lives and their health conditions • Support flexible use, allowing scope to fit the service around the needs of the patient