Privacy, Consent and Caregiver Support During Telehealth

A private conversation requires more than a secure link

The patient may be at home with others nearby, using a shared device or depending on a family member to connect. The clinician may also be speaking from an environment where others can overhear. Privacy, comprehension and patient choice need active attention.

Before the appointment

• Explain how the platform works, its practical risks, and how to reconnect if it fails. Use your organisation's approved service and follow applicable local privacy and consent rules.
• Ask whether the patient has a private place to speak and whether anyone else will be in the room.
• Arrange a qualified interpreter or accessibility support when needed; do not assume a caregiver should interpret confidential information.
• Explain whether audio or video will be recorded, if relevant, and obtain required consent. Do not promise absolute security.
• Ensure the patient can choose an in-person alternative when telemedicine is not suitable.

Start the consultation

Introduce everyone who can hear or see the call. Confirm the patient's identity using the approved process. Ask whether the patient is comfortable discussing their health from the current location. If a family member or caregiver is present, ask the patient for permission before discussing sensitive matters.

A useful question is: “Would you like your sister to stay for this part, or would you prefer to speak with me alone?” If safety concerns arise because someone might overhear, follow safeguarding procedures and offer a safer communication method.

Explain choice without making it a test

For telehealth consent, explain what can and cannot be assessed remotely, the privacy limits, possible costs, and alternatives. Use plain language. Check understanding with teach-back: “So I know I explained this clearly, could you tell me what your options are if you prefer not to use video?”

The AHRQ consent resource includes practical teach-back prompts; its U.S. guidance does not replace your jurisdiction's consent requirements.

Close the conversation

Document relevant consent and participation choices as required. Confirm who will receive results, messages or follow-up instructions. Do not send sensitive material to a caregiver or shared account merely because that person helped with the technology.

Selected guidance

HHS Telehealth: Helping patients prepare for their telehealth appointment. Updated 2025.

HHS Office for Civil Rights: Educating patients about privacy and security risks in telehealth. U.S.-specific context.

AHRQ: How to Obtain Consent for Telehealth. Reviewed 2020.

WHO–ITU: Implementation toolkit for accessible telehealth services. 2024.