*

McCoy Telehealth Services

Employee Handbook
2021

PROF 2303-Group B
Jayden Clark, Leslie Bates, Emma Beer, Sarah Bowser, Samantha Brown, and Christina
Burgess

*Figure 1 Image sourced from https://commons.wikimedia.org/wiki/File:Emblem.svg

 Table of Contents
Mission Statement 2
Code of Conduct 3
Benefits, Compensation and Services 6
Employment Policies 9
Health and Safety Policies 11
Technology and Communication Policies 13

McCoy Telehealth: Employee Handbook 2021 1

 McCoy Telehealth’s Mission Statement 
By Emma Beer  

Here at McCoy Telehealth, we take pride in serving our clients. From serving years in
the healthcare industry, we value the need for getting health related questions answered fast.
Our goal is to help clients with their medical needs, without going into the doctors’ offices, or
hospitals. Our team provides solutions for acute care providers to rapidly launch virtual clinics.
We drive to efficiently deliver IT solutions with innovation, quality, and value. With a growing
amount of need within health care, telehealth is a growing industry.  Our mission is to be able to
give clients answers as quick as possible. With the options to online book, or clients can call us
whenever. Here at McCoy Telehealth our goal is to ensure we confidentiality and accurately
diagnose our clients in a quick and timely manner.  

 
McCoy Telehealth: Employee Handbook 2021 2

 
 Code of Conduct

Figure 2 Co-Workers (SpicyTruffel,n.d.)

By Jayden Clark

Application of this code

 This Code of Conduct applies to all members of McCoy Telehealth.

1. Workplace Harassment
McCoy Telehealth prohibits all forms of verbal, physical, or visual harassment. Any comment,
conduct, action, or gesture that is inappropriate and affects a person's mental or physical health
is unwelcome. May result in disciplinary action up to and including termination.

o Physical Harassment
McCoy Telehealth:
o Verbal Employee Handbook 2021
Harassment 3
o Sexual Harassment
o Discrimination
o Bullying

2. Workplace Violence

McCoy Telehealth will not tolerate or accept any acts of violence or violent behavior.

All members have the right to:

 A workplace that is free of the risk of violence.

 A workplace without the threat of violence.
 Ability to file complaints if the workplace is not free of violence.

3. Respect

Every member has the responsibility to treat all members of the public and staff appropriately to
ensure the work environment is free of discrimination and harassment.

 Zero abusive or insulting words/expressions toward staff and public members.

 Must be respectful to staff and to their professional capacities and responsibilities.
 Open communication while working honestly.
4. Use of Technology

When employers use our company equipment, you are acting as a representative of McCoy
Telehealth. During work hours, employees are only permitted to use technology such as
cellphones, social media, or the internet for personal use while on break.

4.1 Cell Phone

 No use or limited us during work hours.

 Use a cell phone in a manner that benefits work.
 Do not use your cell phone to record confidential information.

4.2 Corporate Email

Work-related use:

 Use without limitations.

Personal use:

 Use only if it is kept safe and avoids spamming and disclosing confidential information.
 Preferably use personal email.

5. Dress Code
McCoyProfessional
Virtual Telehealth: Employee Handbook 2021
Presence: 4

 Work-related clothing is appropriate.

 Must maintain a clean and professional appearance.
 Accommodations for religious reasons can and will be made.

6. Workplace Health & Safety

McCoy Telehealth is committed to a safe, healthy, and violence-free work environment.

 Provides a secure workplace.

 Provides the ability to protect employees from avoidable injury and illness within the
workplace.

7. Conflict of Interest
This refers to an employee’s personal interest that may contradict the interest of McCoy
Telehealth. All employees must exercise care to avoid conflicts of interest.

We are all expected to:

 Avoid situations that conflict with our company.

 Inform a manager about conflict-of-interest issues.
 All conflicts will be resolved fairly as possible.
8. Confidentiality & Privacy
Our company treats all information received both confidentiality and privately.

 Investigation will not be disclosed/discussed with any members but those who need to
know.
 Must preserve the confidentiality of all documents, material, or other information.

McCoy Telehealth: Employee Handbook 2021 5

 Figure 3 Family (Animashka, n.d.)

Benefits, Compensation, and Services

By Christina Burgess

McCoy Telehealth cares about the wellness of our employees and wants to provide them with
as many possible benefits, services, and professional development opportunities as possible.
We provide
McCoy our employees
Telehealth: Employeewith comprehensive
Handbook 2021 benefits and services such as Health Insurance, 6
Child Care, Paid time off, Vacation and Vacation pay, Maternity/Parental Leave, Salaries, and
Bonuses.

Benefits and Compensation

1.       Health Insurance
o   Dental

o   Eyeglasses

o   GYM Memberships

o   Medical Drug Coverage

2.       Child Care
o   “The company will reimburse its working parents for up to $6,000 in childcare fees,
approximately 50% the average cost of childcare in Ontario.” (Childcare & Other
Revenue, 2019)

3.       Paid Time Off

o   Employees have up to 40 hours of paid time off
 o   If employees are sick

o   Family passes

o   Personal Days

4.       Vacation
o   3 Weeks & more as employees work at the company over the years

o   Employees must tell their boss/superior 2 weeks in advance

5.       Maternity/Parental Leave
o   Up to 61 weeks’ leave

o   Employees get paid 0.5% of their salary for the full time of leave

6.       Relocation Package
o   Free visit to the new location

o   Pay adjustment

o   Flexible start date

McCoy Telehealth: Employee Handbook 2021 7
o   Temporary housing

o   Reel estate cost assistance

7.       Salaries
o   Salaries will be agreed upon when you are hired, and employees will be paid bi-
weekly

o   Employees’ salaries will be evaluated and adjusted if necessary, every year

8.       Bonuses
o   In recognition of extraordinary company and worker performance, and at the
discretion of top management, employees will be rewarded with yearly bonuses of
10%-20% their base salary. (Government of Canada, 2019)

Services
1.       Wellness Program
o   Intellectual Wellness
 o   Emotional Wellness

o   Occupational Wellness

o   Environmental Wellness

o   Financial Wellness

o   Spiritual Wellness

o   Physical Wellness

o   Social Wellness

Professional Development
1.       Taking Courses
o   Employees must get it approved by HR and their boss before the company will
pay for it

o   The company will pay for half of the coast of a course that employees would like to
take to future their education

2.       Business Events
McCoy Telehealth: Employee Handbook 2021 8
o   The company will pay for employees to attend a business event

o   Employees must get the event approved by their boss for the company to pay for
it 
 Employment Policies

Figure 4 Conversing Workers (SurfsUp, n.d.)

By Samantha Brown

1. Employee Classification

At McCoy Telehealth, we have two different types of employees. We have full-

time and part-time employees.  Both types of employees get the same wage as well as
the same shifts.

1.1 Full-time Employees

McCoyOur
Telehealth: Employee
full-time Handbook
employees work2021
40 hours a week and day and night shifts, to 9
correspond with our 24-hour operations.  

  1.2 Part-Time Employees

Our part-time employees work less than 30 hours a week and day and night
shifts, to correspond with our 24-hour operations.

2. Confidentiality

2.1 Doctor-Patient Confidentiality

  At McCoy Telehealth, we care about doctor-patient confidentiality. Our

employees must sign a contract that keeps all information confidential between doctor
and patients. All information collected by our company is confidential. The information
your patients share with you is only seen by our employees. All employees have
agreed to not share information with anyone outside of the office, not to discuss
anything outside the office, and not take any patients information from the office. All
employees are required to sign a document stating all the above information.

2.2 Employee Confidentiality

 At McCoy Telehealth we take the privacy of our employees as well as patients
very seriously. All patient and employee information is confidential and only disclosed
when necessary. Employee personal information will never be released to any other
employees.  Only management has access to employee’s information. Patient
information is shared within the office, when necessary. This includes if another
employee needs help to assist the patient that is on the phone. In any other situation,
no patient information is shared between employees.

3. Conflicts of Interest

All employees working for McCoy Telehealth have agreed to not have any
conflicts of interests within the company. This includes helping a family member and
relationships. If employees want family members to come to McCoy Telehealth, they
must be seen by a different doctor, which is not themselves. Relationships must go
through HR and the manager of the company to be approved. Any conflicts of interest
need to be sorted out by the company and the employees involved.

4. Probationary Period

All new hires must go through a probationary period. This period allows for
management to see how the employee is working with others as well as patients. This
period will last up to two weeks. We will be monitoring new hires to see how they
perform. After the 2 weeks is up the employee will go under a performance review. This
will allow
McCoy for the company
Telehealth: to assess2021
Employee Handbook the progress of the employee throughout the past 10
two weeks. If the employee passes the performance review, the company will keep the
employee. If the employee does not pass the performance review, they may be placed
in a new section of the company or, if necessary, let go from the company. Once the
employee passes the performance review, the company will give further feedback on
any improvements needed going forward.

 
 Health and Safety Policies

Figure 5 Ergonomics in the Workplace (GoodStudio, n.d.)

By Leslie Bates

At McCoy Telehealth, whether our employees are working from home answering calls or
working in the office, their safety is our priority.  Along with providing our staff members with the
most up to date technology, we are committed to providing them with the best health and safety
practices.  This section will provide more information on the ever-growing need for health and
safety practices needed in this ever-growing environment.

OHSA Guidelines
         McCoy Telehealth will follow the most up to date Occupational Health and Safety Act
McCoy Telehealth:
guidelines.  Employee
Under the Handbook
Ontario 2021 Health and Safety Act (OHSA), you, as the worker,
Occupational 11
have numerous rights and responsibilities. 
         You, as the worker, have the right to work in an environment that is free from violence
and harassment.  As well as safety from any toxic substances that maybe in the workplace and
you have the right to refuse or stop working in any situation in which you feel there may be a
health and safety issue.
         We, as your employer, have the responsibility, to ensure that you have a safe workplace,
whether that be in your own home or in the office. 

Ergonomics
McCoy Telehealth will ensure that any equipment that you need in both your home office
and office in the workplace are ergonomically correct and are replaced when necessary.  This is
for your protection from any Musculoskeletal disorders (MSD).
         These disorders can include numerous injuries of your musculoskeletal system which
includes different parts of the body:
o Muscles
o Tendons
o Nerves
o Bursa
o Blood vessels
o Joints
o Spinal discs
o Ligaments
These MSDs can happen suddenly or develop over weeks, months, or years.  These injuries
can occur in many ways.  They can occur when handling different types of material, pushing,
pulling, or carrying anything.  They can also occur when an employee is handling clients,
whether it be lifting, transferring, or helping to reposition a client, patient, or resident
(Ergonomics in the workplace, n.d.). 
Another way the MSDs can occur is when you are working at your computer, entering
information, or even answering phones.  Therefore, we want to ensure that you have the best
ergonomically correct chairs, desks, and lighting.  Without any of these resources, you may be
at risk of a few health concerns. These may include:
o Headaches
o Back pain
o Upper limb MSDs (carpal tunnel syndrome)
o Visual fatigue (i.e. eyes becoming irritated or uncomfortable, blurred vision)
(Ergonomics in the workplace, n.d.).
 
Unsafe Work Environments due to Workplace Violence and Harassment
McCoy Telehealth is serious about is any type of workplace violence and harassment. 
This can be from co-workers or patients, when working in the office or even in your home. 
Please refer to our Code of Conduct pages for more information on our workplace violence and
harassment policies.

McCoy Telehealth: Employee Handbook 2021 12

 Technology and Electronic Communication
Policies

Figure 6 Telehealth (lunar_cat, 2019)

McCoy Telehealth specializes inBydigital

Sarah Bowser
and remote healthcare and continues adapting to
the innovative services of our emerging field. We offer our employees the option to work in our
offices, or to work-remotely. In this section, we will review the technology requirements for
remote workstations, essential organizational and communication programs, security, and
privacy policies. No matter where our employees spend the workday, McCoy Telehealth is
committed to supplying our clients the same excellent care they would receive in a physical
clinic.
McCoy Telehealth:
Technology Employee Handbook 2021
Requirements 13
1. Computer Requirements
Employee’s are supplied with a personal computer, keyboard and mouse for their office
workspace.
1.1 When working in our offices, employees must use the computers
provided.
1.2 If working remotely, employees must requisition a company laptop from
the IT Department.
1.3 All company supplied technology is to be used for work purposes only.

2. Headset Requirements
Combination headsets with headphones and a microphone are mandatory for all
employees both at home and in-office.
2.1 Headsets must be used at all times when verbally communicating
sensitive information with clients and healthcare professionals.

Security Requirements
1. Password
Employees must sign into work accounts using their employee number, assigned by the
IT Department, and a confidential private password set by the employee.
 2. Remote Access
When working remotely, employees must use a VPN connection, provided by the IT
department.

Essential Programs
1. Telehealth Platform
McCoy Telehealth partners with Juno EMR, an electronic medical records management
system, telehealth platform, and medical billing program. All employees are given mandatory
training at on Juno EMR programs.
1.1 Use of other video conferencing or telehealth platforms other than Juno
EMR are prohibited.
2. Personal Information Management System
All employees are assigned a Microsoft Outlook account at the time of hire by the IT
Department.
2.1 Company Outlook accounts are for work-related correspondence only.
2.2 Use of company email accounts for personal correspondence, online
subscriptions, online shopping, etc. is prohibited.

Electronic Communication
McCoy Telehealth: Policies
Employee Handbook 2021 14
1. Privacy Concerns
All electronic medical records, medical notes, and medical correspondence held by or
produced by the McCoy Telehealth are confidential and not to be replicated, disseminated,
or stored outside of the McCoy Telehealth’s offices or accepted platforms.

2. Personal Information Protection and Electronic Documents Act (PIPEDA) and

Freedom of Information and Protection of Privacy Act (FIPPA)
Employees must comply with the current privacy, information, and electronic document
laws. If an employee has questions or concerns regarding privacy laws, contact Human
Resources to consult a compliance officer.

2.1. All employees are to handle all client information collected by McCoy
Telehealth in compliance with PIPEDA.
2.2. All employees are to act in compliance with FIPPA when handling,
destroying, accessing, or granting access to electronic medical records.
3. Encryption
Interoffice communication is conducted over Microsoft Outlook and all interoffice
communications must be encrypted.
 4. Identity Verification
Employees are responsible for verifying client identities by collecting a valid health card
number, correct date of birth, and address before appointments or prior to discussing
sensitive information.

McCoy Telehealth: Employee Handbook 2021 15

 References
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https://www.shutterstock.com/image-vector/mother-kids-fat-vector-illustration-cartoon-
743957026
Childcare, E. and, & Other Revenue, T. and. (2019). Child Care in Ontario. Financial
Accountability Office of Ontario (FAO). https://www.fao-
on.org/en/Blog/Publications/childcare-ontario-2019
Code of Conduct. (n.d.). Retrieved from Investor Relations: https://investor.fb.com/corporate-
governance/code-of-conduct/default.aspx
Council Code of Conduct. (n.d.). Retrieved from Regional Municipality of Durham:
https://www.durham.ca/en/regional-
government/resources/Documents/Council/CodeofConduct.pdf
Employee Code of Conduct. (n.d.). Retrieved from Workable:
https://resources.workable.com/employee-code-of-conduct-policies
Ergonomics in the workplace. (n.d.). Retrieved from Ontario:
https://www.ontario.ca/page/ergonomics-workplace
GoodStudio (n.d.) Diverse People in a Contemporary Workspace. Shutterstock. Retrieved from
https://www.shutterstock.com/image-vector/diverse-people-working-contemporary-
workspace-vector-1770979862
McCoy Telehealth: Employee Handbook 2021 16
Government of Canada, S. C. (2019, September 27). Consumer Price Index: Frequently asked
questions. Government of Canada, Statistics Canada.
https://www.statcan.gc.ca/eng/subjects-
start/prices_and_price_indexes/consumer_price_indexes/faq
Government of Ontario. (1987) Freedom of Information and Protection of Privacy Act.
Government of Ontario Laws and Statutes. Retrieved from
https://www.ontario.ca/laws/statute/90f31 
Juno EMR (n.d.) Juno Homepage. Juno EMR. Retrieved from https://www.junoemr.com/
lunar_cat (21 August 2019) Online Doctor Concept Stock Illustration. iStock. Retrieved from
https://www.istockphoto.com/vector/online-doctor-concept-gm1169286607-323172476
Office of the Privacy Commissioner of Canada. (n.d.) The Personal Information Protection and
Electronic Documents Act (PIPEDA). Government of Canada. Retrieved from
https://www.priv.gc.ca/en/privacy-topics/privacy-laws-in-canada/the-personal-
information-protection-and-electronic-documents-act-pipeda/
SpicyTruffel (n.d.) Multicultural Office Workers. Shutterstock. Retrieved from
https://www.shutterstock.com/image-vector/diverse-business-characters-office-workers-
equal-1438249808