Video Based Care: The Journey

 

Years before the pandemic hit our shores we were experimenting with and incorporating video-based care support into The Relationship Center. We had done a bit of remote support by telephone with individual clients, which was adequate for some. But when it came to couples in particular, the telephone couldn’t cut it. I pressed to try the new video platform and Nan, although skeptical, was supportive.

The first opportunity came when we had a request to do some missionary support. The connection was spotty, but adequate. It fueled our interest even more. But the breakthrough came when Nan and I had a session with an out-of-the-area couple where we were able to read the body language of the woman, see the emotional shift, and facilitate her expression through tears. At this point I dug a lot deeper into the medium.

The next step was client driven. I had a couple of clients who were complaining about the amount of time the drive to and from their location took to attend a meeting. I suggested we could try video. They jumped on it, and in one case saved 90 minutes of travel time. Another client said they could use their lunch hour at work if we could do video. Done!

At this point, more clients started moving around, but didn’t want to end our sessions. Some were getting married and moving to a spouse’s location and others buying houses that they could afford out of the area. Client by client there were a lot of shifts.

Then the pandemic hit and everything went online. We didn’t have to scramble. We were set up and proficient at the platform. The only thing left was to do our best to help clients become familiar with it and make it as accessible as possible. That has been an ongoing task.

The Upside: No interruption of care

Since the pandemic clients have done sessions from many locations (home, car, work, park) and while tending to children, nursing babies, etc. They have used desktops, laptops, IPads, IPhones, Androids, Chromebooks, etc. And we have conducted sessions into distant cities, counties, states, countries and continents. At first there was some reluctance to the change, but now it is largely accepted, even if not preferred.

Today there are many possible video platforms to choose from, but from the beginning we have chosen to only offer those that are secure and HIPAA compliant. I originally landed on VSee Messenger, VSee Clinic and Zoom. Seeing that video appears to be built into our church VOIP (Ring Central), it may become the “go to” in the future, although we remain with VSee for now.

The Downside: Understanding some basics about the technology

As we progressed we have experienced quite a few shaky connections and dropped calls. We boosted our service and stabilized our end of the connection. We followed up with tech departments to check glitches. What we have found is that almost all of the problems have been at the client end. Here is what a client can do to minimize problems and dropped calls.

1. Use the strongest possible Internet connection possible. This is most important.

2. Close all unneeded applications while on your appointment.

3. Don’t drive during an appointment. Pull over to side of the road and find a strong connection if you must use your cell phone.

4. Run the app’s check-up to make sure the video and microphone and speaker/earbuds are working properly BEFORE THE SESSION STARTS. Each video platform offers this feature.

5. If you do get dropped from a call or the connection freezes for more than a few seconds, don’t panic – exit the call and come back into the waiting room and wait to be re-admitted.

The biggest downside: no hugs.