A Complete Guide to Telehealth Communication Etiquette | Carepatron

Overview on telehealth technology

The telehealth industry has skyrocketed in recent years, prompted by both the continuous development of technologies and the COVID-19 pandemic. Telehealth technology aims to provide healthcare services to patients remotely using secure platforms that allow practitioners to offer their services as effectively as possible in person. Reports suggest that in the final week of March 2020, there was a 154% increase in telehealth visits in the US (CDC, 2020). 

The rise in telehealth technology has coincided with the need to develop communication that ensures optimal quality of care and satisfaction for patients and practitioners. Given that telehealth communication plays a critical role in improving general healthcare and ensuring the success of your telehealth business, we have compiled various strategies and techniques you can use to optimize your telehealth communication. 

How are telehealth services used in healthcare for better patient outcomes?

Telehealth allows healthcare businesses to perform their services using virtual platforms. The various telehealth services are extensive, including general practitioners, psychologists, psychiatrists, counselors, occupational therapists, and nurses. Moving a healthcare business workspace onto a remote platform can seem daunting.

Still, this transition allows for greater flexibility, accessibility, and reduced costs for practitioners and patients. Telehealth platforms work with healthcare businesses to provide secure service, often with additional features of assisted documentation, integrated billing, appointment scheduling, and HIPAA-compliant data storage.  

Why are good communication skills important in telehealth?

The shift to a new form of providing healthcare services necessitates developing an effective form of telehealth communication. Patients need to feel that their practitioner's needs and requirements for primary care are being met remotely, just as they would be if the service were in-person. We have summarized some of the key reasons why telehealth practitioners should prioritize effective physician communication:

1. Patients may feel they are receiving a reduced service by accessing telehealth platforms. Effective communication can eliminate these fears and improve patient satisfaction. 
2. Telehealth technology reduces the presence of body language and other non-verbal communication, resulting in a heavier reliance on verbal language.
3. Comprehension may be less obvious, increasing the need for explicit communication. 
4. Effective communication between practitioners and patients helps increase the patient's feelings of safety, security, and satisfaction, which should always be a goal of any healthcare service. 

How does telehealth improve communication in patient care?

Although the public health industry has grown exponentially, telehealth technology is not new. For decades, practitioners have successfully used the telephone and radio to talk to, treat, and diagnose their patients. Research has indicated that professional development in telehealth services can improve communication between practitioners and patients about treatment plans and health outcomes, mainly if specific strategies are adopted.

Which sort of communication style does telemedicine encourage for better patient outcomes?

To ensure patient satisfaction through a good patient-physician communication style, here are some tips to keep in mind:

1. Look professional: Perception plays a significant role in how patients view the services they are receiving. Practitioners must look well-dressed and professional, so patients know they are in the right hands. 
2. Rapport: Developing patient-centered communication skills using telehealth services can seem more complicated than traditional appointments. However, rapport is highly achievable with an empathy-driven mindset, open discussions, and encouraging patients to return for check-ups. 
3. High-quality platforms: Developing telehealth technology aims to mimic in-person appointments as much as possible. The best way to do this is by selecting a telehealth platform with high-quality video conferencing software and other features that improve the patient experience. 
4. Organization: Just like an in-person appointment, practitioners must come prepared for their sessions. Organization and preparedness can be assisted by using online clinical documentation methods. Don't underestimate how much being prepared can reflect professionalism and care.

‍

Top tips to deliver the best patient-centered communication during medical care

To help you hit the ground running, we've compiled some tips for conducting telehealth medical services. 

Use quality video equipment

There's no use offering telehealth video consultations if your patients can't see you! On top of that, there's nothing worse than dealing with a blurry, laggy, pixelated version of you with muffled sound. Not only is it frustrating, but it's also highly unprofessional. When clients come to you with serious health care concerns, they must be assured they will be heard and can progress with their healthcare. Poor quality equipment cannot handle the requirements that encompass virtual health care delivery.

As a result, you must ensure you have a high-quality camera and microphone. This lets all words be picked up, and the client can see you. Ideally, you will also have a professional background with natural lighting and light colors, contributing to positive impressions. Best of all, neither piece of equipment needs to be expensive! Most laptops and devices have cameras and microphones built-in, so you won't need to worry about it. 

Be on time for your virtual appointment

This is no different from in-person appointments in that you must be punctual. Being on time is professional and courteous to your client, as you never know what busy schedules have been worked around to meet with you. Because you're also dealing with technology, it's important to be on time in case of any technical difficulties, which can happen often! Being early means you can check that your internet connection is strong and your camera and microphone are working. 

Many platforms offer a handy virtual waiting room so you know exactly when your patient joins. This can prevent you from arriving in the same room too early or too late, and of course, if you cannot make the appointment - let the client know in advance. Even if you're 5 or 10 minutes late, always notify your client when you're ready to meet with them. Again, several virtual telehealth platforms incorporate this feature for free!

Keep the patient information prepared in advance

It's always good to be prepared, and this is especially important when it comes to telehealth. Leaving the camera and the patient alone in an empty room can be awkward if you forget something during the session. If you store files on your laptop, switching tabs and accessing them can also be clunky while trying to balance a conversation with your client. 

As a result, consider setting aside time to gather all relevant documents, notes, and other pieces you'll need during your appointment. It can help to print them out and have them next to you. If you prefer online documents, having them ready in a tab is good - especially if they're files that need to be shared with the client. That way, you could easily share screens if needed. Regardless, you must maintain professionalism and save time by having all requirements ready for your appointment. 

Consider the fact that there will be lags during the virtual appointments

Unfortunately, the major downside to virtual visits is that you're working through an internet connection. As I'm sure you know, Wi-Fi isn't always reliable and can sometimes be finicky. Even with the highest-speed internet available, you must acknowledge that your patient may not. This can make discussions considerably more difficult, and at times, it can be highly frustrating. Laggy delays aren't enjoyable and can be tricky to overcome if you and the patient lack technical experience.

However, if you are in a laggy session with constant delays, don't fret! There are ways that you can combat this, including the following:

• Speak more slowly: It helps to talk slower; hopefully, more of your sentences will be picked up. This doesn't mean you need to talk as if stuck in slow motion - slow the pace of your normal voice. 
• Take longer pauses: When finishing your sentences, waiting for a client to finish up, or after you've made a point, take longer pauses of around 5 - 10 seconds (depending on how bad the lag is!). This increases the likelihood of phrases being picked up significantly. 

Provide clear instructions post-appointment for the patient's medical record

Sometimes, information can get lost in telehealth sessions, so it's important to reiterate all important points and leave clear instructions for what the patient needs to do post-appointment. This means that if your patient needs to complete at-home exercises or pick up prescriptions, they know the steps they need to take and how to complete their tasks. 

Telehealth follow-ups can also look slightly different than in-person ones, so make sure you spend time clarifying any queries the client may have. For example, if you need a session the following week, explain to the patient whether they can expect a message or email containing a link for the session.

Even if it's obvious to you, ensure your patient knows exactly how to contact you again for the next appointment. Depending on your software platform, this shouldn't be too extensive. 

Etiquette while preparing for a telehealth visit

Telehealth sessions require certain etiquette to ensure you maintain the same quality with your patients as you would for in-person appointments. Implementing the following can help set you on the right track and ensure you leave a good impression on your clients. 

How to present yourself as healthcare professionals

You must maintain professionalism while creating a comfortable space for clients to speak honestly and truthfully about their health. Presentation is key when it comes to leaving a positive impression, so you must consider the following factors to boost your client connections:

• Dress professionally - It's tempting to wear casual clothes when conducting appointments at home, as you might feel a bit silly wearing work slacks while sitting in your lounge! However, you must dress as you normally would for in-person sessions, as you're still conducting healthcare appointments at the end of the day. Your clients must be assured that taking the telehealth route does not result in a drop in clinical quality. 
• Display your name—Although it may seem obvious, it is one of the most understated aspects of telehealth. The client needs to know they are meeting with the right person and connecting with the right healthcare professional at the right time. Depending on the platform used, this can be done with a name badge or with your username. 

What should telehealth providers' environment look like

Your physical environment is one of the key considerations when creating a warm and welcoming space. Establishing a safe and comfortable space can boost your professionalism and encourage clients to discuss sensitive matters. Additionally, your physical surroundings can increase client satisfaction by creating positive experiences that elevate your clinic's status. 

Each telehealth session can look very different depending on the practitioner; however, here are some essential tips you should remember when conducting your sessions.

• Eliminate clutter: To prevent an overwhelming space that can fluster your clients, it's important to eliminate mess. Cleanliness is highly professional and ensures minimal distractions during your session.
• Optimize lighting: Natural lighting is one of the best ways to facilitate a welcoming space that feels light and airy. With the right lighting, you can boost your professionalism and create an appealing background for your clients.
• Use a firm surface: You'll probably need to take notes during your session, so your camera must be propped up on a stable surface. Whether you use typed or handwritten notes, you must avoid jiggling your image, as it can be very distracting. 

Technological support required for your telehealth sessions

Of course, when dealing with telehealth, you must ensure you have all the right equipment to conduct virtual sessions. Luckily, nothing extensive is required, and most laptops and PCs have these features built-in! 

• Microphone: Make sure your microphone picks up everything you say and doesn't convey muffled sound. Before starting a telehealth call with your clients, you may need to test this out (in addition to the other features).
• Camera: If you offer video consultations (a great way to personalize sessions), you'll need a high-resolution video camera. The higher the megapixels and the frame rate, the better! 
• Strong Wi-Fi: Naturally, you will also need a strong internet connection. Fiber options are great; they're fast broadband and can efficiently handle all Zoom calls. 
• Alternate power sources: In the rare case of a power cut, ensure an alternate power source is connected to continue your session. Unforeseen issues do happen, and you should be prepared for them. 

Etiquette while engaging with  telehealth patients

Now that you've put in the hard yards with your preparation and are ready to start sessions with your patients, there are some key things that you should keep in mind. Preparing for telehealth nursing practice doesn't stop with setup—there's also the engagement, doctor patient communication, and connection process you need to learn. Conversing with clients in telehealth sessions can look quite different from engaging with patients in person, so consider the following.

How to greet the patient

First impressions are everything; if you start on a good note, everything else will flow easily. 

• New patients—If you're dealing with a new patient whom you've never met, you must introduce yourself, your role, and your organization or department, if relevant. This establishes your authority and expertise and also informs the patient in general. 
• Chat informally—It's important to build rapport, so feel free to spend time with the patient chatting about how their day was. It's an easy way to forge genuine connections. 
• Double-check - Before you begin formally, it's best to double-check a few questions with the patient to avoid disruptions and distractions. For example, spend time ensuring the patient has their microphone and camera stabilized and is in a private space. Health sessions are confidential, so emphasize that they should be alone and able to discuss personal matters. 

Ensure patient education about the virtual care process

Keep in mind that many patients may have never experienced telehealth sessions before. This could be their first time using camera and microphone equipment, especially if they're from an older generation or healthcare system who may not be technically adept compared to younger clients. While COVID-19 has popularized telehealth processes, many patients are only familiar with in-person appointments. As a result, you, the patient-centered healthcare provider, may need to set aside some time to explain the differences and bear these in mind:

• Explain telehealth: Your client may benefit from explaining telehealth and how to use the microphone and camera. Providing a debrief can help clients feel more at ease with a process that may be unfamiliar to them.
• Narrate: If you need to take a break for a moment to take notes, make sure to let your patients know. Having to narrate everything you do can initially feel strange, but it's not as obvious as in-person meetings. The patient can't see everything you're doing off-camera, so letting them know is a simple action that goes a long way. 
• Clarify: Don't be afraid to ask your client to repeat information; some words can get lost during online conversations due to delay or otherwise. 
• Discuss HIPAA: For ease of mind, discuss the compliance and security measures you undertake to prioritize your client's privacy. 

Communication etiquette to consider for a better patient-provider relationship

As touched on, it can be more difficult to communicate effectively with patients in online appointments, as they can't pick up on body language and physical cues as well as in in-person sessions. To ensure no mixed signals, take the time to understand how you can improve verbal and nonverbal communication in telehealth. 

Verbal communication etiquette in telehealth

Because of microphone quality and internet troubles that may cause delays in transmitting data back, effective verbal communication does take more effort than you would think. Especially considering that verbal communication is the main source of information for the client when using telehealth and other medical devices and services. As a result, think about:

• Clear enunciation: Don't mumble your words, as the microphone will not pick them up. Speak clearly and with purpose.
• Reduce medical jargon: Try to keep it to a minimum, as it can be difficult for patients to understand, and it also takes time to clarify meaning. Keep things simple for effective communication!
• Repetition: As you would for in-person sessions, reiterate critical points you want your patient to take away. 
• Longer pauses: Because of potential internet delays, pause 5 - 10 seconds longer after you've made a point. You can also reflect on the information you've heard and consider any questions you'd like to ask.

Non-verbal communication in telehealth

Your body language speaks a thousand words. Considering how you physically present yourself is important to strengthen your connections with your client. 

• Use nonverbal cues: To convey that you're actively listening to your patient, incorporate head nodding and forward leans when appropriate. This shows you're engaged and providing your client with your undivided attention.
• Maintain eye contact during active listening: It can be tempting to look at the screen when listening and speaking to the patient. However, looking at the camera as much as possible would be best, as it creates stronger connections with the client. Of course, you must also look at the patient to gauge their body language! But remember, your eye contact is preserved through the camera lens when it comes to telehealth.
• Limit negative body language: Keep an open stance, and avoid crossing your arms or fidgeting. These can appear intimidating or avoidant to the client and don't leave a positive or engaging impression.

For more details, consider these additional tips to improve telehealth etiquette. 

Barriers to effective communication via telehealth

Although communication can be improved between patients and practitioners by using telehealth services, inevitable barriers arise when consulting patients remotely. Telehealth leads to a reduction in body language and other non-verbal cues, difficulty assessing the patient's concerns without specific physical examinations, and issues related to lagging software, interruptions, and managing misunderstandings. 

Practicing telehealth communication skills can help overcome most of these issues. The Teach-Back method has effectively allowed telehealth practitioners to communicate with their patients. It involves asking the patient to explain what they need to know or do about their health in their own words. This allows the practitioner to explicitly confirm that the patient has understood and processed the information given to them. 

What are the benefits of using telemedicine in healthcare?

Telehealth platforms are quickly rising to be one of the largest healthcare industries. It increases flexibility, accessibility, and efficiency for patients and practitioners, reducing costs and learning how to utilize telehealth in a way that best advantages your business and involves adjusting to new forms of communication.

Different telehealth platforms, like Carepatron, have features that will improve the telehealth experience of practitioners, including high-quality video conferencing, clinical documentation, integrated billing, and online appointment scheduling. Telehealth platforms are intelligent tools for healthcare teams to eliminate barriers to providing the best possible healthcare services.