VIDEO CONFERENCING

During the COVID-19 pandemic, patient visits are being minimised as much as possible. Most patients will be restricted to having only one designated visitor for the duration of their admission, while some may not be permitted to have any visitors at all. We are aiming to reduce the impact of this by facilitating limited video conferencing with patients.

RNSH ICU uses a web-based technology called Pexip to manage video conferencing with patients. This technology can be used on a variety of devices (including almost all phones, tablets and computers), and does not require any new software to be installed on your device. In order for you to be heard on the video conference, your device will need a microphone. In order for you to be seen, your device will need a camera.

Pexip runs through a web browser, and the following browsers are supported:

• Apple iPhone/iPad/Mac: Apple Safari
• Windows PC: Google Chrome or Microsoft Edge
• Android phone/tablet: Google Chrome

Pexip can also run through an app on your smartphone, which can be downloaded from the App Store (for iPhone/iPad) or the Google Play Store (for Android). The app is named “Pexip Infinity Connect” (with the icon ).

For those who do not have access to such a device, there will be video conferencing equipment available for use near the ICU waiting room. Please discuss with the reception staff to facilitate access to these facilities (see the “Frequently Asked Questions (FAQ)” section below for more information).

Please note that during heavy unit activity, there may not be adequate staffing or equipment to facilitate video conferencing for your loved one. Also, please keep in mind that video conferencing places a significant demand on our busy staff, and increases staff exposure to potential infection. As such, video conferencing will be limited to once per day for a duration of up to 30 minutes. Longer sessions may be able to be facilitated in extenuating circumstances.

There is a chance that circumstances in the ICU change, and that an arranged meeting needs to be cancelled at short notice – possibly even during a video conference. In this event, ICU staff will contact you when able to arrange another time.

Please note that the clinical hospital staff will not be able to provide any form of technical support to assist with installation of software/hardware, or with troubleshooting your connection. Technical support is addressed in the “Troubleshooting” section below.

If you have any queries regarding video conferencing, please scroll down to the “Frequently Asked Questions (FAQ)” section. If you cannot find the answer here, please ask the bedside nurse the next time you are in contact, and they will be able to put you in contact with someone who can help.

Instructions to access a Pexip video conference using Chrome/Edge/Safari:

1. Discuss with RNSH ICU staff to arrange an agreeable time for a video conference and obtain a Virtual Meeting Room (VMR) number
2. Prior to the planned start of the video conference, open the supported web browser on your device and go to https://conference.meet.health.nsw.gov.au
3. Enter in your full name where indicated (for security purposes, ensuring that only the intended people enter the video conference), and select Continue
4. On the next screen, give permission for the browser to have access to your camera and microphone. If you have a camera, you should now see yourself in the video box
5. Select the green video button
6. Enter in the Virtual Meeting Room (VMR) number you received from the RNSH ICU staff in the box labelled Search to call and select the green video button
7. In the pop-up box titled Welcome to the meeting, DO NOT attempt to enter a PIN, and simply select the green Join button
8. You will now be in a virtual waiting room, from which you will be allowed in to the video conference by the RNSH ICU staff (the “conference host”)
9. Once you are allowed in, the video conference will commence

Instructions to access a Pexip video conference using the smartphone Pexip app:

1. Discuss with RNSH ICU staff to arrange an agreeable time for a video conference and obtain a Virtual Meeting Room (VMR) number
2. Prior to the planned start of the video conference, download the “Pexip Infinity Connect” app (with icon )
3. Open the app, enter in your full name where indicated (for security purposes, ensuring that only the intended people enter the video conference), and select OK
4. Give permission for the app to access your camera and microphone, and ensure that the video and audio are enabled. If you have a camera, you should now see yourself in the video box.
5. Click the green video button
6. Enter in the Virtual Meeting Room (VMR) number (which you received from the RNSH ICU staff) followed by @conference.meet.health.nsw.gov.au in the box labelled Search to call
   • i.e. XXXXXXX@conference.meet.health.nsw.gov.au (instead of just XXXXXXX)
7. In the pop-up box titled Welcome to the meeting, DO NOT attempt to enter a PIN, and simply select the green Join button
8. You will now be in a virtual waiting room, from which you will be allowed in to the video conference by the RNSH ICU staff (the “conference host”)
9. Once you are allowed in, the video conference will commence

If you are having problems with the video or audio when trying to access a video conference, please try the following:

1. Attempt to join again, being sure to follow all of the steps outlined in the above instructions
2. Make sure that your web browser (Chrome, Edge or Safari) or Pexip app is updated to the latest version
3. Ensure that your web browser has permission to access your camera and microphone. To do this, open your web browser, go to https://conference.meet.health.nsw.gov.au, enter your full name and click Continue. For further instructions on how to check the camera and microphone permissions, click on the relevant link below for the browser you are using:
   • Apple Safari on iPad/iPhone
   • Apple Safari on Mac
   • Google Chrome on Android
   • Google Chrome on Windows PC
   • Microsoft Edge on Windows PC 
4. Consider using the Pexip app if you are using a smartphone or tablet
   •  The app can be downloaded from the App Store (on iPhone/iPad) or the Google Play Store (on Android)
     • The app is named “Pexip Infinity Connect”, with the icon
     • Once installed, follow the instructions above under “Instructions to access a Pexip video coneference using the smartphone Pexip app”
5. If these steps do not resolve your issues, please call eHealth Conferencing Services for further support on (02) 8644 2867

• Can I still access video conferencing if I don’t have a camera?

• • You do NOT need to have a camera to participate in video conferencing with Pexip. You will need to have a microphone in your device (or connect a headset with a microphone) in order for your relative/ICU staff to be able to hear you. Without a camera, your relative/ICU staff will not be able to see you – but you will still be able to see them.

• I don’t feel comfortable being seen on the video conference – can I disable the video so I can’t be seen?

• • At any stage you can stop the video signal being sent to the hospital computer. The easiest way to do this is to click the video camera icon at the bottom of the screen labelled “Turn my camera off”. The video signal can be resumed again by clicking the icon again.

• How do I get the Virtual Meeting Room (VMR) number to join the video conference?

• • You will need to discuss any potential video conferencing with the bedside nurse looking after your relative – which should occur by phone. As a part of this discussion, an agreeable time should be arranged, and you should be provided with the VMR number.

• Does the Virtual Meeting Room (VMR) number change, or will it stay the same for future video conferences?

• • Each bedspace in ICU is linked to a certain Virtual Meeting Room (VMR). So the VMR number for each patient will remain the same throughout their ICU admission unless they are moved to a different bedspace. If this occurs, please discuss with the bedside nurse to obtain the new VMR number.

• Where can I find the PIN to access the video conference?

• • You do not need a PIN to access the video conference. Wherever you are asked to provide a PIN, there will be an option to select to simply Join the video conference.

• Can I video conference with my relative whenever I want, even just to see them?

• • Video conferencing is currently limited to one session of 30 minutes per day – in keeping with hospital policies
  • It will not be possible for frequent or prolonged video conferences to be conducted. There are a number of reasons for this:
    • Video conferencing increases the workload of our already very busy staff
    • There are significant patient privacy concerns around the use of prolonged audio/video monitoring
    • The need for frequent routine patient care which is inappropriate to be monitored
  • Please liaise with the bedside nurse to arrange an agreeable video conferencing time

• Can I record the video conference?

• • There is no facility for conferences to be recorded using Pexip (at either the hospital or relative end)
  • It is NOT permitted for audio or video recordings to be made of the video conference using your own recording equipment without discussion with ICU staff. There are a number of reasons for this, including:
    • The need to ensure that patient consent is gained before they are video recorded
    • The need to ensure that any other people who might appear in the video conference have given their consent to be recorded (which will be extremely difficult given the presence of the camera in a clinical working space)
  • If you would like to obtain a video recording of your relative, this must be discussed with the ICU Medical Team and Social Workers (via the ICU bedside nurse)

• Can I still join a video conference if I am interstate or overseas?

• • You can participate in a video conference from anywhere in the world, as long as your device has an internet connection

• Can multiple relatives/loved ones join the same video conference from their own devices?

• • There is facility for multiple people to join in a video conference. This should be discussed with the bedside nurse in advance, as it will increase the time required to facilitate the conference.
  • Each person joining the video conference should be clearly identified by their full name in Pexip. Since every person must be manually admitted in to the conference by RNSH ICU staff, this will assist in ensuring privacy and security.

• I would like my video conference meeting with my relative to be more than 30 minutes, and/or more than once per day. Can I do this?

• • There are limited circumstances where the timing and frequency of video conferences may be relaxed. Please discuss this with RNSH ICU staff to see if this might be possible.

• I don’t have access to any device to be able to do video conferencing – how can I see my relative?

• • In the event that you are unable to access a device to participate in video conferencing (including being unable to borrow from a friend/relative, etc), there will be limited access to video conferencing facilities within the hospital.
  • There will be video conferencing equipment available at the Reception desk in the ICU Waiting Room – though availability may be limited. You can discuss access to this equipment with the RNSH ICU Reception staff by calling  (02) 9463 2600 during the times below:
    • Monday – Friday: 8.30am to 9.00pm
    • Saturday: 9.30am to 8.00pm
    • Sunday: 9.30am to 9.00pm
  • Access to video conferencing equipment outside of these hours may be possible, coordinated by the after-hours RNSH ICU clinical staff. This can be discussed with the bedside nurse looking after your relative.