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Video Survey FAQs

The following questions and answers provide more information into JCI's Video Survey capabilities. Certain questions reference documentation included on the JCI Direct Connect portal. For questions on how to access the portal, email your Account Executive or the JCI Accreditation team.


The survey cost is dependent on whether it is a virtual or hybrid survey. The survey fee is reduced from fewer surveyor travel days and travel expenses.
JCI is cognizant of costs. As part of the video survey, JCI is not requiring organizations to make a significant investment in equipment. Organizations are not required to purchase new camera equipment and may use their existing technology or other devices. It may be helpful to reach out to your Public Relations/Marketing or IT departments because they might already have cameras and other equipment you can use. Note that other survey related expenses will be significantly decreased, such as flights, hotel, and incidentals.
If an organization has a hybrid survey, there are surveyor(s) on-site and the travel expenses will be charged per the usual.

Experience and Scheduling

Yes. JCI has posted the Video Survey Eligibility Checklist and Application, and a document entitled Video Survey Instructions for Organizations on JCI Direct Connect portal.
Yes, JCI has successfully completed initial accreditation surveys using the video methodology and has a demonstrated history for successfully completed video surveys since 2013.
The preparation time for onsite and video and hybrid surveys are the same, however, the mechanism for conducting the survey is different and more attention to technology will be required. The Survey Team will conduct pre-survey test calls to make sure the technology is working correctly. Please see the document titled Video Survey Instructions for Organizations that is available on the JCI Direct Connect portal.
Technological interruptions or challenges may happen. However, we will hold pre-survey test calls and provide recommendations to reduce issues and provide suggested solutions for troubleshooting. Note that working with translators and wearing required masks could slow the communication.

Survey Method

Yes, virtual and hybrid surveys will continue to be offered by JCI when warranted and for clients that are interested.
The survey team will make every effort to engage the organization and make the survey experience as similar to an on-site survey as possible. They will make efforts to establish a partnership and rapport, and be accessible to the organization staff.
JCI has resumed surveys and scheduling based on the organization's due date (triennial survey) or requested date (initial survey). If you have specific questions about your upcoming survey, please contact your assigned JCI Account Executive who can assist you.
Yes, video surveys are scoped the same way as on-site surveys. The number of surveyors and length of a survey are the same.
Organizations can select which type of video survey they are interested in. JCI does have a criteria to determine if a hybrid can be done (person on-site) based on health, safety, and security guidelines. If there are travel restrictions or health/safety/security risks, no surveyors can be on-site and a video would be the best option. The JCI Account Executives and the Regional Office staff can work with facilities to decide which option best meets the organizations survey needs.

Standards and Health Care Setting

No, but we did create video survey process instructions to assist with the technological components of the survey, this document is available on the JCI Direct Connect portal.
No, outside of the video survey process requirements — the survey activities are the same regardless of the setting.
No, each accreditation program has an individualized agenda based on the standards and Survey Process Guide for that program.


No, organizations do not need to purchase their own Zoom licenses in order to have a virtual or hybrid survey. JCI has worked with Zoom Video Communications, Inc. to establish strict security features for the licenses that are given to the surveyors to use. The surveyors are responsible for setting up the Zoom meetings and facilitating the virtual/hybrid surveys with the JCI licenses. Organizations do not need a license in order to access the Zoom meetings for the pre-survey test call and surveys; they will simply be participants.
There are a number of options that you can work with your IT staff to extend your internet coverage if there are issues with Wi-Fi connectivity: such as using long ethernet cords, mobile hotspots, putting a mobile modem on a cart, extenders or boosters, and also moving routers to other areas. Many of these options your IT staff may have them available in-house or you may be able to rent them.
Your surveyor team will discuss this with you during the pre-survey test call. Also, your IT team may have some strategies to help address this issue. Some organizations have provided photos or video recordings of touring through the areas as well.
No, JCI does not require organizations to purchase additional equipment. Most organizations are currently equipped with modern technology to facilitate healthcare and administrative work. This same equipment is suitable to accommodate a virtual survey. Additionally, if needed, many types of IT equipment can be rented.

To avoid the video quality being shaky, consider setting the device on a stand, tripod (some are handheld), or cart. There are handheld camera stabilizing devises available in the market, which prevent camera shake and provides a stable image.

2. To engage in the smoothest possible meetings, close any applications you don’t need to use for the meeting itself to ensure image quality

3. Video quality depends on your hardware quality. We recommend visiting our partners site: This site has links to various companies whose products – cameras, speakers/microphones, and more – work perfectly with Zoom.

Zoom has quality written all over it, but your meeting experience ultimately depends on the quality of your hardware and the available resources on your device. To make meetings come to life, you should have an adequate camera with a good frame rate and resolution, enough free bandwidth and resources to carry the camera signal across the internet, and a microphone that flatters your voice (

Yes, these are outlined in the Video Survey Eligibility Checklist and the Video Survey Instructions for Organizations.
One camera and microphone per surveyor.
Surveys are conducted in English. It may be helpful if the operator can speak English, but this is certainly not required. The translator can assist with providing guidance from the surveyor.
JCI does not have a preference but the organization might. The device should have a reliable camera with zoom. You could test both and see what works best for you. Explain that it holds the devices (camera, laptop, etc.) to be mobile around the organization. Reference the instructions sheet.
Please review the Video Survey Instructions for Organizations for more information about the key areas to test and the Survey Process Guide (i.e. all locations that will be surveyed).
Yes, organizations may choose to create their own SharePoint site to upload documentation to and share with the surveyor team. Please review the Video Survey Instructions for Organizations.
No, all of the required policies and documents that are required to be in English are listed in the Survey Process Guide.
Files can be uploaded as the following formats: Microsoft Word, Microsoft Excel (for tables), Adobe PDF, or JPG (if a scanned document).
JCI provides recommendations for naming and organizing files that are to be uploaded in the Video Survey Instructions for Organizations.
There are training links and resources included in the resources on the breakout room feature. Testing the breakout rooms will be part of the pre-survey test call with the surveyor team.
JCI is looking into considerations/alternatives for organizations that are unable to use Zoom. For more information, please contact your JCI Account Executive.

Documentation Upload and Review

The most recent approved version needs to be uploaded, although surveys require a track record and the surveyor may ask to see or discuss previous versions of programs, policies, procedures, and protocols. Please refer to required documents in the Hospital Survey Process Guide (page #143-157). Please see the detailed reference material on documents to be made available before and during the survey.
During the SQE Sessions and Medical Records Sessions, if you also keep with you the hardcopy of the requested files by the surveyors, when there is a need for a document that is not uploaded, then you can provide and show it to the surveyor by the help of the camera or sharing your screen.
The goal of the uploading the documents is to make it quickly and easily accessible to the surveyors and translators (if applicable). If your medical records are electronic, you would not need to upload them because you can use the ‘Share Screen’ feature in Zoom to show the medical records to the surveyors. However, if the medical records are paper, the records need to be available for surveyors to review as needed. It is easier to view the documents as uploaded files versus having to use a camera to focus on each word or sentence, which is why we require documents to be uploaded or available to share.
Please discuss this directly with your Team Leader so they can provide the information back to you. If you need to upload files versus sharing them from your computer screen, the team leader may give the list back to you sooner, so you have time to prepare.
Direct Connect has the option for you to delete and replace documents; this will also ensure that the surveyor is looking at the correct document.
Yes, once a survey is confirmed an organization can start uploading documents but at a minimum the document upload process must be completed two weeks prior to the survey. While uploading required documents always remember to name the file relating to the standard and measurable element (Examples: IPSG 1 Patient Identification policy, FMS 4.2.1 Pre-Construction Risk Assessment). This would make it easy for the surveyors to pick the right policy during document review.
Yes, it is easier to view the documents as uploaded files for both the surveyor and translator verse having to use a camera to focus on each word or sentence, which is why we require documents to be uploaded or available to share. Also, the list for required documents in the Survey Process Guide addresses both English and non-English documents be ready for the Document Review.

Privacy and Security

JCI uses a secure site: a password protected SharePoint site. Our IT security team has validated the security.

Survey Process

JCI wants to partner with organizations. We understand that the processes and policies had to change, sometimes under very short notices, for the health and wellbeing of both staff and care of patients.
Yes, organizations can work with the survey team to discuss the agenda and areas that will be visited prior to the survey during the pre-survey test call to help with social distancing practices and planning. 
The pre-survey test call should take place no later than 1-2 weeks prior to the survey to allow for any adjustments. However, the survey team can work with the organization on a time that works best for them in case they would like to schedule a bit earlier. 
Yes, testing of the technology and other key items will be completed during the Pre-Survey Test Call that is part of the video survey process. Please review the Pre-Survey Test Call Agenda and Checklist on Direct Connect.
Your Team Leader/solo surveyor will communicate with the organization and send the agenda around four weeks prior to the survey.
Yes, the agenda will have time built in to debrief at the end of each survey day with the survey coordinator. This would be a good time to ask questions or get clarifications.
Yes, the surveyors will be working concurrently on the survey at the same time similar to an on-site.
The video survey follows the same agenda as an on-site survey. The Team Leader will work with the organization to consider technology, devices, and testing each location for connectivity.
JCI schedules video surveys in alignment with the organization's time zone and operating hours.
Each situation will be considered individually. Please contact your JCI Account Executive.
Yes, JCI is taking into account the impact of COVID-19 on organizations. Information will be shared through Direct Connect, JCI website, and JCInsight.
This is a determination by the organization and is indicated on the completed E-application prior to survey. The criteria for interpreters are outlined in the APRs.
There are no different requirements for Human Resources, this is the same as an on-site survey. Please review the Survey Process Guide.
Yes. Please review the observer guidelines in the contract and Video Survey Instructions for Organizations document.
If the medical record is electronic, the organization can use the 'Share Your Screen' feature in Zoom to display to the surveyors. For paper records, if de-identified you could scan and upload to the SharePoint site or use the camera to zoom onto the documentation.
Surveying contractors or outsourced services is not any different than the survey process that currently happens on-site, just done by video.
The number and types of tracers is the same for on-site and video surveys. Conducted in the same manner.
Yes, the survey activities and tracers (agenda) is the same as an on-site survey.
The time to receive the Survey Findings Report is the same as an on-site survey.
Yes, SAFER™ Matrix will be on the Survey Findings Report for all hospital and academic medical center surveys. It will be available for all other programs later in 2020.


For virtual or hybrid surveys, JCI does not specify and leaves this decision up to the organization. For COVID-19 protocols and/or costs, it may be helpful to be able to have translators remote and participate via Zoom like the organization would.
If a translator is on-site, the process will be the same, but they will have to be visible to the surveyor who is remote and that they are able to hear them during the Zoom meeting. If the translator is remote, they would participate as a Zoom meeting attendee. The organization would invite the translator(s) to both the pre-survey test call and the survey through the Outlook invitations from the Team Leader. The translation will mostly be consecutive; however, there is the option to use the Translation Feature in Zoom for the main meeting session (not tracers in breakout rooms). This feature allows for simultaneous translation.
Many factors go into scheduling surveyors onto surveys, including their experience and availability. Surveyors who live in different time zones than organizations are also doing virtual surveys so there may still be US surveyors scheduled in all regions.