Conduct sessions from a private, stationary location using video to ensure your members receive safe and focused care.
Why this matters
You're responsible for creating a space that protects your member's privacy. Using video helps you better assess and respond to member needs. Conducting sessions while driving or over the phone can distract you and compromise the quality of care.
Expectations
- Stay in a private, stationary location for the entire session.
- Don't drive or sit in a moving vehicle during a visit.
- Avoid conducting appointments from a car, even if you aren't the one driving.
- Use video for all sessions unless a specific policy or exception allows for phone use.
- Give your members your full, undivided attention throughout the visit.
When a Session Cannot Proceed safely
If you can't join from a private, still location, don't start the session. Explain to your member that the session must stop due to safety and quality standards. You can then work with them to reschedule the appointment.
If the member joins while they're driving, let them know you can't continue while they operate a vehicle.
If they can't move to a safe, private spot immediately, end the call and reschedule.
Additional Resources
- Review Maintaining Professional Presence During Sessions
- Review the Provider Policy Manual for more information on expectations and policies.
- Need help? Contact support