Telehealth has become a core component of the U.S. healthcare system, especially after its widespread adoption during the COVID-19 pandemic. Nearly 84% of physicians use this technology weekly to connect with more patients, save costs, and deliver healthcare services remotely.
In this guide, we will provide five proven strategies and telehealth best practices to help you successfully integrate virtual care delivery into your hospital or private practice.
Effective communication can strengthen the patient-provider relationship and enhance conversational flow during a telehealth consultation. Here are a few practical tips to help clinicians communicate well during telehealth visits:
Ask Relevant Questions
It is important to ask patients detailed questions about their symptoms, current medications, and medical history. These questions can help you compensate for the lack of physical interaction and gather crucial health information.
Providers could also consider starting the session with small talk to ease patients into the conversation. As Andy Anderson (MD, MBA, executive vice president, and chief medical and quality officer at RWJBarnabas Health) explains:
"Having a personal connection and having the patient start talking about something that is easy to talk about warms them up. It makes the telehealth visit feel more like a normal, in-person conversation."
Avoid Medical Jargon
Using simple language during telehealth consultations helps ensure that patients understand their diagnosis and treatment plans. When explaining test results or discussing treatment options, practitioners can break down medical terms into simpler language. This approach improves patient understanding and encourages them to ask questions if they have any confusion.
Patient Checklist For A Successful Telehealth Visit
For a smooth virtual consultation, healthcare providers can recommend the following checklist to patients:
- Test your equipment before the visit
- Call on the given number if you encounter technical difficulties
- Ensure adequate lighting for a proper clinical assessment
- Have your medical records and medication list ready
- Bring a list of questions for your provider
- Take notes and write down your treatment plan
As telehealth trends continue to evolve, advancements in technology have made virtual care more accessible, even for patients who are not particularly tech-savvy. Medical providers should prioritize investing in reliable telehealth solutions to ensure smooth operations and deliver a positive patient experience.
For a virtual care practice to be sustainable and scalable, it’s essential for the telehealth software to:
- Integrate effortlessly with others healthcare IT systems in your office
- Have cloud-based functionality for quick access to medical records
- Comply with HIPAA requirements and ensure confidentiality of patient information
- Offer both synchronous and asynchronous telehealth features
- Work seamlessly across various devices like desktops, tablets, and smartphones
Evaluate Telehealth Platforms
Healthcare practitioners should look for telehealth vendors who can act as long-term partners and provide consistent support and upgrades as technology evolves. It’s vital to gather feedback from industry peers and ask vendors about the scope of their customer support, the cost of implementation, and the software's scalability.
Additionally, clinicians need to assess the software’s features to ensure it meets their specific requirements. Here’s what an ideal telehealth platform should offer:
- Educational modules
- Medication alerts
- Videoconferencing
- Secure messaging
- Remote patient monitoring
Examples Of Top Telehealth Vendors
There are many telehealth vendors to choose from, and selecting the right one depends on your specific practice needs. Some examples of the best telehealth vendors that prioritize user-friendly interfaces, integration capabilities, and security features include:
Maintaining the privacy and security of patient health information is crucial for building trust and encouraging telehealth patient engagement. Healthcare providers should implement clear policies that protect patient data and minimize the risk of security breaches during virtual care.
Here are some key steps, as outlined by the Health Resources and Services Administration (HRSA), to establish a secure telehealth practice:
- Ensure compliance with HIPAA regulations for telehealth services and use secure communication channels
- Set up privacy-compliant telehealth policies and procedures, including data handling protocols and patient consent forms
- Regularly review and update telehealth security measures to stay compliant with evolving regulations at the federal and state levels
Educate Patients On Data Security And Privacy
Educating patients about data security during telehealth visits is essential to protect their health information. Physicians should proactively share privacy tips with their patients to help them safely navigate virtual care. Here are some practical recommendations to guide patients:
- Keep your desktop, laptop, or mobile device updated with the latest software and security patches
- Choose a private location for your virtual consultation to prevent unauthorized individuals from overhearing the conversation
- Turn off nearby devices and gadgets such as voice assistants or cameras to avoid unintended recording
- Avoid using public Wi-Fi networks, which are more vulnerable to security threats
- Be cautious of suspicious calls or emails asking for personal information
Providers should also offer patients resources and tutorials to help them use telehealth platforms securely. This will boost their confidence in using virtual care tools.
Proper training is crucial for healthcare providers to effectively utilize new telehealth systems. Practices should prioritize ongoing education for nurses, physicians, and other healthcare professionals to ensure they are comfortable with new tools, platforms, and protocols.
A Harvard Business Review article emphasizes the importance of training physicians for telehealth consultations. It notes that many physicians overlook basic steps like asking, "Can you see and hear me clearly?" at the start of the session. This simple question can greatly improve the virtual consultation experience by addressing potential technical issues early on.
Ongoing Education On Telehealth Protocols
Before implementing a telehealth program, it’s important to evaluate your staff’s comfort and skill level with the technology. Practices should consider conducting readiness surveys to determine where extra training is required.
Many telehealth vendors also offer training programs for new clients, which can cover basic platform usage, compliance standards, and troubleshooting. Additionally, some software providers offer ongoing support and additional training on request.
To further support staff, you can create a comprehensive FAQ document that answers common questions, such as:
- How do telehealth consultations work?
- What medical conditions can be managed with telehealth?
- How is telehealth integrated with current clinical workflows?
- What are the costs and benefits of telehealth for patients and providers?
Simulation And Mock Telehealth Sessions
One of the most effective ways to train healthcare staff is through simulation and mock telehealth sessions. These practice sessions provide hands-on experience with the telehealth platform before interacting with actual patients.
Simulations also enable staff to troubleshoot potential issues and practice patient interactions in a virtual environment. This can help them feel more confident during real consultations.
For example, the Centers for Disease Control and Prevention (CDC) highlighted successful telehealth strategies implemented by ARcare Augusta and Terros Health for managing patients with high blood pressure. Both health systems emphasized the importance of comprehensive staff training and leadership support in achieving effective telehealth implementation.
Another important strategy for best practices telehealth is to continuously refine telehealth services to maintain quality and effectiveness. Here’s what providers can do to achieve that:
Collect And Analyze Patient Feedback
Healthcare organizations should collect patient feedback via questionnaires and surveys to gain insights into the effectiveness of their telehealth services. This feedback can help identify areas for improvement, understand patient satisfaction levels, and find out any challenges or concerns patients may have.
Monitor Telehealth Utilization Trends
It is crucial to keep track of telehealth utilization trends to refine your services and meet evolving patient needs and preferences. Providers should analyze usage trends, such as peak times, frequently addressed issues, and patient demographics. This analysis can reveal patterns and insights that help in optimizing service delivery.
Kaiser Permanente, a leading healthcare organization, serves as a great example of this approach. The organization has set up comprehensive quality assurance processes like key performance indicators (KPIs) and effective feedback mechanisms for its telehealth services. These measures have helped the organization achieve high patient satisfaction and operational efficiency.
Telehealth skills, or "web-side manners," are still often underemphasized in healthcare training. However, it is important for providers to learn these skills to create a safe, comfortable, and professional virtual environment for patients.
Here’s a list of dos and don'ts that healthcare professionals should keep in mind to ensure a smooth telehealth experience:
Confirm Patient Identity
Always verify the patient’s identity at the beginning of the session. This activity builds trust and ensures you're consulting with the correct individual, which is critical for maintaining confidentiality and security.
Review Patient Charts
Medical practitioners should prepare for the session thoroughly by reviewing the patient’s chart ahead of time. Having an idea about the patient's medical history allows providers to conduct a more focused and meaningful interaction. This also reduces the need to pause during the consultation to look up details, which can disrupt the flow of conversation.
Maintain A Professional Appearance
Dress in proper attire, such as a lab coat or scrubs, to present a professional image. Keep your appearance neat and avoid bright colors or patterns that might distract the patients from the interaction. A professional look reassures patients and builds trust.
Choose A Professional Setting
Treat virtual care sessions with the same level of professionalism as in-person consultations. Use simple, neutral backgrounds, or display professional items like medical certifications or diplomas to enhance credibility.
Maintain Eye Contact
During video consultations, avoid looking offscreen too often, as patients may feel disconnected. An article published in the Journal of the American Medical Association (JAMA) suggests that clinicians should look directly into the camera and explain why they may need to look away, such as for taking notes or reviewing medical records.
Practice Active Listening
Providers should focus on active listening by using positive non-verbal cues, like nodding or smiling, to reassure patients. Ask open-ended questions to encourage patients to share more details about their symptoms and concerns. This builds trust and makes the virtual consultation feel more personal.
Have A Backup Plan
Technical issues are common during virtual consultations. Always have a backup plan, such as a phone call or rescheduling, in case the telehealth platform experiences connectivity issues.
According to a McKinsey report, virtual health is on the rise, with up to $250 billion potentially spent to shift the outpatient departments to virtual settings as telehealth technology continues to evolve. This highlights the need for healthcare facilities to adopt best practices for telehealth to take advantage of this growing market and deliver high-quality, accessible care.
The best practices outlined in this piece are a set of guidelines designed to help healthcare organizations ensure a seamless telemedicine workflow, protect confidential information, and maintain patient engagement throughout the process.
For more information on implementing these strategies effectively, explore our comprehensive guide on telehealth examples and use cases.
