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Elevating Telehealth Excellence

Unwrapping the National SOP for the Management of Telephone or Video Enabled Care in Clinical Practice

The eHealth Telehealth programme team are excited to announce a milestone on our journey towards digital healthcare excellence—the finalisation and approval of the National Standard Operating Procedure (SOP) for the Management of Telephone or Video Enabled Care in Clinical Practice. Having been approved by National Telehealth Steering Committee in September, the new SOP is a strategic guide, offering clear directives on how best to conduct a telephone and video enabled care consultations.

Unlocking Key Features of the Telehealth SOP:

Feature 1: Technical requirements for patients

  • A stable internet connection is vital.
  • Choose a private, well-lit space with compatible devices and recent Chrome/Safari browsers.
  • Essential components include a web camera, speakers, and a microphone.
  • Have pre-appointment instructions to hand.
  • Option for family or friend assistance, if needed.
  • Follow preparation guidelines for online appointments.

Feature 2: Requirements for the use of Video Enabled Care Platforms for Providers

  • Manager approval must be in place for Video-Enabled Care platform use.
  • Each clinician requires a license, login, and a managed email account.
  • Access requires a HSE-approved device with secure internet.
  • Compatibility includes recent Chrome or Safari browsers and a headset or speakers with a web camera for desktop use.
  • Additional hardware may be needed based on interaction types.
  • Clinicians must undergo training before starting Video-Enabled Care consultations.
  • Consideration for video platforms should align with patient and service needs.

Feature 3: Provider Training and Contingency planning

  • To be effective Video Enabled Care (VEC), clinicians must train in the relevant platform.
  • It is crucial to practice with the platform and technology before consultations.
  • If possible, it is recommended to run a test call with the patient at the start of VEC.
  • Complete mandatory training programs, including cyber security and GDPR, on HSeLanD.
  • Consider additional telehealth courses for clinicians.
  • Have a contingency plan in place, agreeing on an alternative method with the patient before consultations.
  • Confirm patient's phone number and provide a backup contact for technical issues.
  • In cases of persistent technical problems, the consultation may continue via telephone or face-to-face.


The eHealth Telehealth Programme team collaborated with the Nursing & Midwifery Planning & Development Unit (NMPDU) on the development of this SOP. For those eager to directly access the SOP document, simply click here.

This SOP is a catalyst for advancing telephone and video-enabled care services, propelling the quality of patient care within the HSE into the digital future.

For more information view the Telehealth webpage here.