{"id":44034,"date":"2020-09-22T18:26:43","date_gmt":"2020-09-23T01:26:43","guid":{"rendered":"\/us\/en\/blog\/?p=44034"},"modified":"2024-08-07T05:49:20","modified_gmt":"2024-08-07T12:49:20","slug":"8-telehealth-tips-for-improving-your-webside-manner","status":"publish","type":"post","link":"\/us\/en\/blog\/8-telehealth-tips-for-improving-your-webside-manner\/","title":{"rendered":"8 telehealth tips for improving your \u201cwebside\u201d manner"},"content":{"rendered":"

When they were training to be healthcare providers, today\u2019s healthcare professionals learned how to interact with patients face-to-face. They likely weren\u2019t taught how to deliver services through telehealth. Today, that\u2019s changed; a public health crisis and an increased demand for virtual care mean providers have to develop a \u201cwebside\u201d manner, too.<\/span><\/p>\n

Here are eight telehealth tips to help you maintain a positive relationship with patients, even when you\u2019re seeing them virtually. (To further help providers deliver telehealth services,\u00a0we\u2019re now offering RingCentral Office free of charge<\/a>.)<\/span><\/p>\n

1. Invest in the right healthcare communications platform for your organization’s needs<\/b><\/h3>\n

You can\u2019t deliver telehealth services if you\u2019re not using the right healthcare communications platform.<\/span><\/p>\n

A good\u00a0<\/span>healthcare communications platform<\/span><\/a> should be an integrated suite of collaboration tools, including voice, video meetings, secure messaging, as well as contact center<\/a> technologies. It allows patients to securely connect with their providers on any device, anywhere, at any time. The right healthcare communications platform enables you to see and hear your patients clearly so that everyone can understand what’s happening during a virtual visit. It also keeps patient information safe, so everyone has peace of mind that their confidential data is protected.<\/span><\/p>\n

2. Choose a healthcare communications platform that meets your patients\u2019 needs<\/b><\/h3>\n

Some patients don\u2019t feel comfortable using video chat to connect with their provider, while others lack a reliable Internet connection (a problem for some\u00a0<\/span>rural populations<\/span><\/a>). On the other hand, some patients prefer being able to see their providers face-to-face if they can\u2019t come in for an in-person appointment. Implementing a healthcare communications platform that offers the right mix of capabilities means that you can satisfy your patients\u2019 needs and make virtual appointments easier.<\/span><\/p>\n

3. Practice makes perfect<\/b><\/h3>\n

If you\u2019re unfamiliar with the way a healthcare communications platform works,\u00a0<\/span>practice<\/span><\/a> using it until you\u2019re comfortable with it.\u00a0<\/span><\/p>\n

Research from the University of Pennsylvania\u2019s medical system shows that\u00a0<\/span>67%<\/span><\/a> of patients who had virtual appointments during the public health crisis saw these visits as positive and as acceptable substitutes to in-person visits. Patients feel that way when their providers can confidently use healthcare communications platforms.<\/span><\/p>\n

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Download RingCentral\u2019s Telehealth dos and don\u2019ts for better patient experiences<\/b><\/a><\/p>\n<\/blockquote>\n

4. Treat it as an in-person visit<\/b><\/h3>\n

In April 2020, Forrester Research predicted there would be\u00a0<\/span>over one billion<\/span><\/a> telehealth interactions by the end of the year. Those interactions can be either negative or positive. One of the ways healthcare providers can make telehealth interactions positive is by treating them as an in-person visit.<\/span><\/p>\n

That means reviewing the patient\u2019s chart before the call or video chat. During the call or video chat, don\u2019t get distracted. If you\u2019re using video, look at the camera, so it\u2019s as though you\u2019re looking at the patient. Hold the telehealth visit someplace quiet, so that it\u2019s easy for the patient to hear you, and dress as you would for an office visit.<\/span><\/p>\n

5. Look and listen attentively<\/b><\/h3>\n

It\u2019s significantly easier to pick up on symptoms when a patient is in the same room as you; however, using video chat or even a phone call can still give you vital insights into how a patient is doing.<\/span><\/p>\n

In the June 2020 issue of\u00a0<\/span>Infection Control Today<\/span><\/a>, a patient recounted in an interview that her immunocompromised status meant she had to cancel all of her in-person appointments. Her rheumatologist suggested they try a telehealth visit. During the visit, he noticed a symptom through a physical examination of her hands. Even if you\u2019re not in the same room as a patient, keep your eyes and ears open so you don\u2019t miss a potentially life-threatening problem.<\/span><\/p>\n

6. Offer a patient access center<\/b><\/h3>\n

While offering a patient access center might not seem as if it should be on a list of telehealth tips to improve your webside manner, it plays a crucial role in enhancing the telehealth experience.\u00a0<\/span><\/p>\n

A\u00a0<\/span>patient access center<\/span><\/a> is a contact center with a healthcare communications platform at its core, which allows providers and patients to connect using video conferencing, telephony, and chat. According to\u00a0<\/span>research<\/span><\/a>, part of patient satisfaction hinges on a provider\u2019s ability to answer questions outside of appointments (it\u2019s important to Gen Z, Millennials, and older patients across the board). Patients have more positive impressions of providers that can meet their needs.<\/span><\/p>\n

7. Put patients at ease<\/b><\/h3>\n

There are patients who are enthusiastic about the idea of telehealth\u2026and then there are patients who are less so. One of the most crucial telehealth tips for a positive experience is to make sure that patients feel comfortable with telehealth visits.<\/span><\/p>\n

Understand how the patient journey has now dramatically changed\u2014instead of traveling to an appointment and sitting in a waiting room, patients might now hold a video conference with their provider as they take a break from working from home or caring for their children. Getting a sense of a patient\u2019s current situation helps providers better engage with them.<\/span><\/p>\n

8. Be aware of changing healthcare trends<\/b><\/h3>\n

Prior to the public health crisis, telehealth wasn\u2019t that prevalent. Before March 2020, only\u00a0<\/span>8%<\/span><\/a> of US consumers had used telehealth services. However, after things go back to normal, healthcare providers shouldn\u2019t expect telehealth to disappear. Now that telehealth is becoming an option, many patients want to continue using it.<\/span><\/p>\n

According to a\u00a0<\/span>2019 survey from Accenture<\/span><\/a>, more patients expect their providers to have digital capabilities:<\/span><\/p>\n