Information for Providers

Virtual Visits Toolkit

Woman holding an ipad with a doctor on it

PURPOSE: This toolkit is a temporary set of procedural guidelines and resources developed in response to immediate COVID-19 service needs. It is intended to support CAMH clinicians and staff in the delivery of care via virtual means.



A new TeleMental Health Policy has been developed to train physicians and clinicians on how to use TeleMental Health at CAMH. Physicians and clinicians are encouraged to review the policy to support their use of virtual visits. The CAMPUS training module reinforces the material included in the policy.

    1. TeleMental Health Policy + Amendment Mar18

    2. Campus Training Module 

The Virtual Visits Guidelines provide instructions to be followed when sending a video link to a patient, patient group, or other health care providers via the CAMH approved platforms Webex or OTN-PCVC (Ontario Telemedicine Network - Personal Computer Videoconferencing). The Clinician Checklists and Patient Information Sheets are quick references guides based on the more detailed guidelines document.

    3. CAMH Guidelines for Virtual Clinical Visits 

    4. Clinician Checklist for Individual Video Visits 

    5. Clinician Checklist for Video Groups

    6. Patient Information Sheet for Individual Video Appointments 

    7. Patient Information Sheet for Video Groups

    8. Guidance for Conducting Assessments and Interventions via Telephone 

     * Also refer to Webex Resources for virtual groups

How-to Videos


CAMH OTN & Webex Physician, Allied HCP, Clinical Scheduling Training - March 2020


Virtual Care at CAMH: How to Schedule Virtual Appointments (I-CARE, OTN & Webex) - May 2020


Inpatient Tablet Training - June 2020

TeleMental Health Etiquette


TeleMental Health Etiquette: Do & Don't



  • Have a well-lit (though not too bright) office with an appropriate colour (light blue or grey) wall or background.
  • Have a quiet and private space.
  • Sit facing the screen.  Look at the double screen to see how the other participant will see you. 
  • Introduce yourself.
  • Use double identifiers to confirm the client's identity.
  • Describe the process, expectations, and technology setup.
  • Explain privacy and confidentiality.


  • Don't act inappropriately while in front of a televideo unit.  It might be on.
  • Don't use equipment without understanding functions and best practices.
  • Don't start session without reviewing the patient chart. Remember to use double identifiers!
  • Don't shout.  Microphones are sensitive.
  • Don't have your room door open for anyone to come in during the session.  Information must stay confidential.
  • Don't just wear professional attire above the waist. 
  • Don't eat or chew gum. 
  • Don't have side conversations.
  • Don't have your cell phone ringer on.
  • Don't forget to use the camera in camera feature to see what you look like to the client.
  • Explain what to do in a crisis or if medical assistance is needed.


The materials on this page have been developed and reviewed by CAMH TeleMental Health Services, Privacy, Legal, IMG Services in collaboration with representatives from medical leadership, the Professional Practice Office, EPMO, I-CARE team, Clinical Informatics and clinical research. Please contact with any questions on these resources.


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Virtual Client Experience Survey

Please contact CAMH Virtual Mental Health & Outreach if you are interested in recieving a copy or learning more about this survey. More info available here: