The delivery of healthcare services through technology, known as telehealth, has expanded access to care. This reliance on remote communication, however, introduces vulnerabilities not present in a traditional in-person visit. A sudden loss of audio or video, a power outage, or an internet failure can instantly sever the connection between a provider and a client. A specific, predetermined strategy is required to ensure client safety and the seamless continuation of care. This approach is fundamental to managing the unique risks associated with providing medical or behavioral health services remotely.
The Contingency Plan
The structured approach used to manage communication disruptions or client emergencies is formally known as a Contingency Plan or Safety Protocol. This plan is a proactive strategy established and agreed upon with the client before the first telehealth session begins, rather than a reactive measure created during a crisis. Its function is to mitigate risks that arise when the provider’s immediate, in-person assessment and intervention capabilities are removed.
The core purpose of the protocol is to guarantee continuity of care and client safety, especially when a client is in distress or experiencing a medical emergency. The plan details secondary methods the provider will use to regain contact or activate local assistance if the primary connection fails. It acknowledges that technology is fallible and that the provider remains responsible for the client’s well-being, regardless of physical distance. By outlining a clear sequence of actions, the plan transforms a potential crisis into a manageable procedure.
Essential Elements of the Safety Protocol
A robust Safety Protocol requires the gathering of specific, actionable data from the client during the initial intake process. The most important piece of information is the client’s current physical location, which must be documented precisely, often including the street address or nearest cross streets. This geographic data is necessary because a provider cannot dispatch emergency services without knowing the exact location where the client is situated.
The plan also must include alternative methods for contact, such as a secondary phone number or an email address, which can be used if the primary video platform or phone line fails. Furthermore, the provider gathers the non-emergency and emergency contact numbers for the client’s local jurisdiction, such as the local police or fire department, rather than relying on the provider’s own local emergency number. This ensures the fastest possible response time in an emergency. Clients who travel or attend sessions from different locations must confirm their precise location at the start of every session to ensure the collected safety data remains current and accurate.
Scenarios Requiring Secondary Contact
The Contingency Plan is activated by two main categories of failure: technical breakdown and client emergency. Technical failure is common and includes a sudden dropped video call, a power outage at either end, or a loss of internet connectivity. In this scenario, the provider’s immediate first step is typically to attempt to re-establish contact using the secondary method, often a phone call to the client’s mobile number, to continue the session or reschedule.
The second trigger is a client emergency, which can range from visible signs of acute distress to the disclosure of imminent risk of harm to self or others. If a client is at imminent risk of danger, the provider’s protocol shifts to intervention, even if the connection is maintained. The provider attempts to stay connected with the client on one device while simultaneously using a second line to contact the local emergency services in the client’s documented location.
If the connection is suddenly lost during a high-risk crisis, the provider immediately activates the Contingency Plan by calling the local emergency services using the pre-gathered local numbers. The provider relays the client’s confirmed location and the nature of the emergency to request a welfare check or an ambulance. This procedure ensures that a loss of communication does not result in a loss of oversight during a potentially life-threatening situation. The provider then contacts the client’s designated emergency contact to inform them of the intervention.
Legal and Ethical Necessity
Establishing a Contingency Plan is a fundamental professional obligation in telehealth practice. Healthcare providers are held to the same Standard of Care, regardless of whether the service is delivered in person or remotely. Failing to plan for technology failure or a client crisis could be considered a breach of this standard.
The ethical mandate is rooted in the principle of beneficence, requiring providers to act in the client’s best interest and prevent harm. Regulatory bodies and professional licensing boards often require a documented safety plan as evidence that the provider is meeting their duty to protect the client. This necessity is magnified by mandated reporting laws, which require a provider to act when a client is at risk, making pre-arranged local emergency contacts a legal and ethical requirement for safe practice.