Before the pandemic, we always referred to bedside manner but after COVID and telehealth (TH) were approved during the Public Health Emergency (PHE), this is being referred to “webside manner,” an indication of the changing times. Not only is TH new for patients but it might also be new to providers because before the PHE, it was only used in rural areas. The expansion of TH means clinicians have to shift from providing care during an in-person visit to a virtual visit. This article gives good advice on how to keep your patients’ overall visits feeling as if they are face-to-face even though they’re technology-assisted.
Here are five TH tips to keep patients happy and committed to your practice:
- Start with an orientation. Since telehealth is new to the provider and probably the patient as well, it’s good to start with an explanation of how the system works. If using audio only, make sure you can hear each other clearly; for video calls, make sure you can see and hear each other, and explain what to do in case of a hiccup or failure in the connection. Remind the patient to be as descriptive as possible about symptoms, especially because no physical exam can be performed. Explain that a TH visit is like a face-to-face visit in that everything discussed is confidential.
- Set the scene. Make sure your office is well-lit and organized, and that you are dressed as you would for an in-person visit (e.g., lab coat) so your patient feels comfortable and trusting. Also, make sure to minimize distractions for you and your patient so everyone has good concentration on the medical issues discussed.
- Look your patient in the “eyes”. This might be more complicated and require adjusting your camera or body positioning, but it’s important to make sure you have eye contact so the patient feels your engagement. Make sure all the electronic health record (EHR) information is ready before the appointment so you can easily access the patient’s chart and you can maintain interaction with the patient. If possible, show the patient her lab results or x-rays during your discussion so she has a total “doctor’s appointment” experience. Remember that the absence of a physical exam means you will be asking more questions; build them into the conversation so it resembles a dialogue and not an inquisition.
- Amp up signs of empathy. Make sure you let the patient complete his sentences and avoid interrupting his explanations. Use visual cues to let him know you are paying attention and listening to his opinions, making sure to reiterate or paraphrase important statements to show you’re both on the same page. Another crucial tip is starting the appointment on time; we understand emergencies happen and prior visits can be longer than expected, but at least have a staff member inform the patient if you are running late.
- Lean on what’s familiar and easy. Try to make the virtual visit experience feel as much as possible like a face-to-face appointment. The activities should be parallel, such as reminding of an upcoming appointment, or at the time of the visit, implementing a pre-check-in process, even a virtual waiting room, and of course, letting the patient know if you’re running behind schedule. It’s important to make the TH visit as seamless a process as possible.
At the end of this PHE, TH visits will probably be permanent and we will all have to adapt to this new way of doing things. Consider surveying your patients after a TH visit has been completed to learn how they felt about the TH experience and any suggestions to make it better. You want your “webside manner” to be as good as your “bedside manner!”