Clinician Tip o' the Month - October 2024

Telehealth Patient-Clinician Communication

Telehealth patient – clinician interactions are obviously different than face to face encounters. This option can provide advantages for the clinician and patient, in the appropriate setting. However, there are some key behavioral ‘best practices’ that can improve the experience for patients and clinicians alike.

And, as if by magic, an article in the JAMA, September 17, 2024 issue describes several studies and conclusions focused on this particular topic. I will highlight the results; the link is at the end.

1. Allow patients a second or two longer to respond to questions than you would in person. This will help to offset response latency associated video-mediated speech.
   
   
2. Start with a personal, non-medical, question or statement. The authors refer to this as “small talk”. In my experience, this approach is equally important for in-person interactions.
    
3. Choose a professional background image.
   
   
4. Use “augmented gaze”. This was definitely a learning point for me. With first-time telehealth patients, using augmented gaze was associated with improved perception of the clinician’s competence and trustworthiness. It also improved the patient’s attitude towards telehealth.*

There were a few other suggestions which I think we are all probably doing already.  However, don’t take my word regarding the recommendations above. Have a look at this short, helpful article yourself, if you have a moment.

JAMA, September 17, 2024, Volume 332, Number 11, pages 929-930.

* To use augmented gaze in a telehealth appointment, position your camera at eye level and directly align it with your on-screen image of the patient. As you speak, look at the camera periodically to simulate eye contact.