Telehealth Technical Tips from Clinical Informatics

Todd Curtis, MD, Informatics Physician Builder

Our network patients have been very appreciative of our new telehealth services with many positive reviews. With these new exciting tools that help us connect with our patients comes the challenges of adapting to new technologies and workflows. Telehealth was put together at a remarkably fast pace early in the coronavirus crisis when video visits became a necessity. Our IT and Informatics teams continue to work on optimization to ultimately make telehealth easier for providers and patients alike. While you likely will see further changes, I wanted to share some of the common issues/questions and some tips to help.

Read Dr. Curtis' Telehealth Tips to optimize the technical experience for users, align with clinical practice guidelines, and find out what enhancements are coming soon.

Here are VMC signs (in color and in black/white) you can download to print for when you need to hold one up to show your patient when they haven't turned on audio, need to unmute, you can't hear or see them, or they need to call the Zoom Patient Support Line.

Telehealth Communication Tips from Clinician Coaching

Scott Morris, MD, Clinician Coaching & Patient Engagement

When I did my first telehealth visits with patients, I was nervous about getting the technology working correctly and running on time. My anxiety was compounded by the fact that there was a several-day gap between the first few visits; so, in the interval, I would forget some of the set-up steps over which I previously triumphed. Then, and even now, many of my patients were also new to the Zoom process. I can remember not knowing how to advise one patient how to turn on her audio. Thankfully, she realized that the mute was on. Later, I was able to advise patients on this same “fix”. I was becoming an experienced telehealth clinician!

There were two other key turning points for me. Initially, I could see my face looking serious and emotionless in the lower right corner of my screen as I tried to make sure all of the technology was working; when I turned my gaze back to the patient, they had the same non-connected look. However, as soon as I smiled, they did the same! Instantly, things felt more comfortable and natural, and I began to enjoy the interaction as if it were in-person visit.

My final “ah-ha” moment came when I read the article Four Essentials of Effective Telemedicine, referenced in the article linked below, it struck me that although I maintained good eye contact during in-person visits, I would look away from the patient in a telehealth interaction without acknowledging it. I assumed the patient should instinctively know that I was doing something important relevant to their care. So, I started telling patients when I was breaking eye contact to record something important, or when I was re-reviewing their MR report, for example. I’m not suggesting there aren’t additional things for me to improve during my telehealth interactions, but I am enjoying them a lot more now and I think my patients are too!

Read this guide with tips that Dr. Morris has assembled from published sources and provider experience.

Telehealth Tips for Patients

We have a new resource to add to your toolkit to help your patients with this new-fangled way of seeing you for a clinic visit, telehealth. Please take a moment to check out this DocTalk video and Q/A list from Todd Curtis, MD, and Allison Warmington, PA-C. You're welcome to share this link with your patients!