Virtual Health tools allows you to see, hear, and talk to members of your health care team from your home

You can use a smartphone, tablet or personal computer with a web camera and microphone.  

You will need a connection to the internet through cable, Wi-Fi, satellite, or cellular data. You are responsible for costs related to this connection.

Please note that all virtual health tools listed below may not be available for your virtual health visit as their availability depends on your health care provider. 
  • FaceTime

    facetime icon

     FaceTime is an application that comes with your iPhone, iPad, or   Apple computer. This is the icon for FaceTime.

    If you haven’t used FaceTime before, open the application. You might need to sign in using your Apple ID and password. Also check your settings to make sure that FaceTime is turned on.

    To use FaceTime, your health care provider must also have an Apple device. 

    FaceTime connects over Wi-Fi or cellular data. 

    Before the arranged time for your Virtual Health visit, turn on your device. You don’t need to do anything else except wait for the call to come in.

    To answer a video call:

    • When your device rings, tap on the green accept button to answer.

      image of incoming facetime call

    • If your health care provider asks you to show what you see, tap on the flip button and point the camera towards what you want to show.
      image showing how to flip the camera on a video call
    • To end the call, tap on the red end call button
      end call button

    You can also download a printable PDF with these instructions

  • WhatsApp

    whatsapp iconWhatsApp is a free application you can install onto your smartphone or tablet. You will need to allow WhatsApp access to your contacts as well as to take pictures and record video. 

    Create your user account using your phone number as your username.

    WhatsApp uses your phone’s or tablet’s internet connection (Wi-Fi or cellular data). 

    Download WhatsApp messenger:

    To answer a video call:

    • When your device rings, tap on the green accept button to answer.

      image of incoming whatsapp video call

    • If your health care provider asks you to show what you see, tap on the flip button and point the camera towards what you want to show.
      image showing how to flip the camera on a video call
    • To end the call, tap on the red end call button
      end call button

    You can also download a printable PDF with these instructions

  • Zoom

    zoom logo

    Before your virtual health visit using Zoom

    Choose the device you are going to use. 

    A smartphone or tablet is preferred. Desktop or laptop computers need to have a web camera, microphone and speakers.

    The easiest way to download Zoom is to do so when you join your first meeting. If you want, you can do it manually beforehand.

    In case you are worried about downloading Zoom, it does not hold any of your personal information. It is only a tool to communicate with you. 

    For smartphones and tablets:

    To download Zoom Cloud Meetings App manually:

    On desktop or laptops:

    Use Google Chrome, Safari, Firefox or Edge browsers. Do not use Internet Explorer.

    To download when you first join a virtual visit:

    • Click on Join Zoom Meeting, and follow the prompts to download and run the Zoom.

      download dialog box for zoom

    To download manually from www.zoom.us:

    • Under resources, select download Zoom client.
    • Download Zoom Client for Meetings.
    • Receive your virtual health visit invite by email.
    • Open the email on the device you will use to attend your visit. Do this about five minutes before your scheduled visit.
    • Click on the link below Join Zoom Meeting.
    On a smartphone or tablet  On desktop or laptop 
    • A box might appear asking if you want to open Zoom. Click Open.
    • Enter your name (this is the name your provider sees so they know who has joined the meeting).
    • Click: Join Meeting (Android) or Continue (iPhone)
    • A box might appear asking if you want to connect to Zoom. Click: Join.
    • Boxes appear asking to access to your camera and microphone.
    • Click: Allow (Android) or OK (iPhone)
    • iPhone only: A box appears asking to send you notifications. Click: Allow.
    • A box appears asking if you want to join audio.
    • Click: Call using Internet Audio.
    • If not already installed, the computer will ask you to download and run Zoom (see the previous section).
    • A box might appear asking if you want to open Zoom. Click Open.
    • Enter your name (this is the name your provider sees so they know who has joined the meeting).
    • Click: Join with computer audio.
     

     You are now in your virtual visit.

    • You are in a virtual waiting room. Wait until your provider lets you into the visit.
    • Once let in, tap the screen for the bottom toolbar to appear.
    • If you cannot see or hear anything, tap the Mute/Unmute button and/or the Start/Stop Video button in the bottom left.
    • When you have finished your visit, click Leave Meeting in the bottom right.

      zoom toolbar highlighting mute, stop video and leave meeting buttons

    You can also download a printable PDF with these instructions.

    Joining a Zoom appointment

Risks of using technology

  • Are there risks to communicating electronically?

    Yes, unfortunately there are.

    • Your information could be requested, viewed, changed or deleted if you allow computer programs, applications or people access to your device or email account.
    • Your information could be at risk if it is stored on a device infected with a computer virus or malware (malicious software usually installed without your knowledge).
    • Third parties can intercept electronic communications.
  • How is my privacy protected? 

    There are risks to using this type of technology to send personal information. 

    We will not send personal information by email unless we have to. We’ll do what we can to confirm that any personal information we send is being received by you and only you, but it is never possible to be 100% certain who we are communicating with outside of a face-to-face visit. 

    Be assured that we adhere to the B.C. Freedom of Information and Protection of Privacy Act for everything related to your virtual health visits.

    Only those health care providers involved in your care are allowed to see or hear your personal health information. 

    We do not record your virtual health visit. To protect your privacy, it is best that you do not record it either. However, if you need to record a visit, please ask the health care provider at the beginning of the visit. You can only record the visit if the health care provider agrees. Then delete the recording as soon as possible.

  • How can I protect my privacy? 

    Please note that we cannot control what happens to your information once it is stored:

    • on your device
    • by your telecommunications provider
    • by software or application providers
    • by other applications that might have access to your messages

    You are responsible for the security of your own computer, tablet, smartphone and email service.

    Tips to help protect your privacy:

    • Protect your passwords. Someone could pose as you by sending us a request from your device or email account.
    • Delete emails and texts you no longer need.
    • Download computer software and applications (Apps) from trusted sources (Google Play, Apple App Store).
    • Set permission controls on your device so applications do not have access to your text messages and emails.
    • Set limits on what other information you permit your Apps to access.
    • When using Wi-Fi, use a secure Wi-Fi network. Try not to send personal information while using public Wi-Fi.
    • Use antivirus software on your devices. Regularly scan your devices for viruses and malware.

    Not sure how to do some of these things?
    Ask a person you trust to help you set up your device so it is secure.

  • Caring for Your Information

    Notice to our Patients, Clients and Residents 

    Collecting, Using and Sharing Your Personal Information 

    When you are receiving care, treatment and services at Fraser Health, our staff and physicians will collect personal information from you. Where permitted, we may ask your family, friends, or other organizations to give us information about you (e.g. copies of records, medication information or test results).

    Your information may be entered into our electronic health information systems to assist authorized persons in quickly accessing pertinent information wherever you may be receiving care or services.

    We collect, use and share your personal information under the primary authority of the BC Freedom of Information and Protection of Privacy Act (“FIPPA”). FIPPA and other legislations authorize us to use and share your personal information for these reasons: 

    • to identify you and keep in contact with you about your health care
    • to provide ongoing care and support of care activities
    • to help us plan, monitor, maintain and improve our care and services,
    • for education and training (e.g. medical students) and to conduct research with consent or as permitted by law
    • to know your eligibility for benefits and services and to arrange medical services billing
    • to enable parties (e.g. Ministry of Health Services, Canadian Institute of Health Information) to confirm your
    • identity, conduct planning and improvement activities, measure performance and fund healthcare
    • to analyze, manage and control disease outbreaks and monitor the overall health of people
    • as required by law (e.g. court order, reportable conditions) and as authorized by FIPPA 

    Your health information will be provided to your referring physician, other authorized health care professionals and their support staff, or health care agencies and facilities involved in your care to support continuous and consistent care and service. In some cases, these health professionals may look up your health information in our electronic health information systems in order to provide you with direct or supporting services. .

    If you are a patient in the hospital or residential care, we will provide your family or close friends who phone and ask about you with information confirming your admission and location. If you do not wish us to release this information, please inform a staff member within Patient Registration or within your care area. 

    eHealth and Your Information 

    eHealth is a provincial initiative that allows certain aspects of your health information to be accessed by authorized health care professionals throughout the province and not just within a particular region. Each Health Authority sends specific health information to a province-wide electronic information system, where it is stored with strict protections and used for limited and authorized purposes. For more information about eHealth, please visit the government eHealth website at http://www.health.gov.bc.ca/ehealth

    For More Information 

    If you have any questions about this Notice and the protection of your personal information, please contact the Fraser Health Information Privacy Office at 604-953-5015 x767070 or email: privacy@fraserhealth.ca or see our more detailed Brochure “Your Health Information and Your Privacy Rights at Fraser Health.” 

    Download a printable version of this information.