Video visits became a lifeline for many residents and families, and they remain valuable today. A daughter in another state, a grandson at college or a spouse who cannot drive at night can all stay close through a screen. But if every call depends on an aide stopping what they are doing to find a tablet, dial and hold it, video visits can quickly become a burden. Running them at scale requires a plan for devices, scheduling, support and privacy.
When only a few residents use video calls, informal arrangements work. As interest grows, problems appear: devices are missing or uncharged, calls collide with meals and medication passes, families are frustrated by missed appointments and staff are pulled from care. A simple structure keeps visits meaningful without draining the team.
Select tablets or purpose-built video devices with large screens and speakers.
Use stands or mounts, so residents do not need to hold the device.
Consider protective, easily cleaned cases.
Make sure the camera and microphone work well in typical room lighting.
Assign devices to a unit or activity area, or to specific residents who use them often.
Use kiosk or single-app mode, so the device opens straight to the video app and cannot be used for other things.
Manage devices centrally if you have more than a few, so updates and settings are consistent.
Create a simple charging routine, with labeled charging stations and a checklist.
Keep a spare or two for failures.
Video uses a lot of bandwidth. Confirm that Wi-Fi coverage in rooms and common areas is strong, and that video traffic is not competing with clinical systems. Place resident and family video devices on a network separate from staff and clinical systems.
Offer a few regular time windows each day, avoiding meals, medication passes and shift changes.
Use an online scheduling tool, a shared calendar or a phone line so families can request times without calling a nurse.
Send confirmation and reminders with simple instructions and a contact number for help.
Allow short notice calls where possible, since residents and families sometimes want spontaneous contact.
Someone must own the process. Many communities designate activities or life-enrichment staff, volunteers or a dedicated coordinator. That person sets up the call, helps residents get comfortable, then steps away unless needed. Caregivers are only involved when the resident requires care assistance.
Residents with hearing or vision limits may need amplified audio, larger images or captioning.
Residents with cognitive changes may do better with short, predictable calls at familiar times of day.
Residents who prefer not to use video can still enjoy a phone call.
Video visits often happen in rooms or common areas where other residents or care activities may be visible or audible.
Choose private settings where possible, and close doors or curtains.
Angle cameras so roommates, staff and other residents are not on screen. Obtain permission before any other person appears.
Respect consent. Residents should agree to participate, and a resident who lacks capacity should have the decision handled according to policy and legal authority.
Do not record calls unless policy and consent clearly allow it, and tell families that recording by them may be restricted.
Avoid discussing clinical details on calls unless the platform and process are approved for protected health information. Consult your privacy officer.
Use approved tools. Free consumer apps may not offer the controls you need. Review privacy terms, and verify that the tool supports secure connections and appropriate agreements where required.
Control accounts. Use organization-owned accounts, strong passwords and multi-factor authentication where available, rather than a staff member's personal account.
Track simple measures, such as the number of visits per week, missed or canceled calls and common technical problems. Ask residents and families how it is going. Adjust time windows and equipment based on what you learn.
Post a quick troubleshooting card with steps for no sound, no picture and no connection.
Know who to call for technical help, and how quickly they respond.
Have a fallback, such as a speakerphone, when the video fails.
A good video visit program is mostly about routine: reliable devices, predictable times and a clear owner. UnityCare IT helps care organizations set up resident-friendly devices, secure networks and simple management, so staff can focus on residents rather than on technical difficulties.
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Address: UnityCare Technologies, 2524 N Broadway Ste 554, PMB 947974, Edmond, Oklahoma 73034-4172