The selection of videoconferencing software and equipment needs to align with the needs of the service being provided. Providers of psychological services should select technology (hardware, software and internet connectivity) that is fit for the purpose of delivering psychological services, while also meeting the business needs of the practice delivering the service.
To ensure that the technology is fit for the purpose of delivering a psychological service, providers should consider:
- How they will securely exchange documents with the client? Does the software include this capacity?
- Does the chosen technology minimise interruptions and dropouts?
- Does the chosen equipment and software enable a high quality and reliable audio and video transfer to facilitate synchronous real time exchanges between users?
- Is there interoperability between platforms? For example, if the client is using a PC and the provider is using a MAC, will the software allow the two platforms to communicate?
- Does the practice have adequate internet connectivity to support the audio and video quality required for clinical purposes? For example, is there adequate upload and download bandwidth and speeds, minimal delay between audio and video (synchronised), minimal lag time between user communications and minimal internet dropout rates?
- Does the chosen technology include instant chat messaging, as this may be helpful for communicating during internet dropouts or lags to arrange re-establishing the session?
- If you plan to deliver groups, does the chosen technology provide for a group-based service?
To ensure that the technology is fit for the purpose of meeting the business needs of the practice, providers should consider:
- How many providers in the practice will use the technology and does the technology provide a cost-effective solution given expected level of usage? For example, does each user require a license to use the technology?
- How many clients are likely to be accessing telehealth and does the technology provide a cost-effective solution given expected level of usage? For example, is there a monthly flat rate to access the technology or is the fee on a per client per session basis?
- How often does the particular software need updating? What is the cost associated with upgrading and will older versions of the software become redundant or inoperable within a specified time?
- Is there a need for technological support? Is support provided by the software company or a reseller and what is the cost of this service? Will you need to engage a technician to assist you to establish the service?
- Will providers require specific training to use the technology?