The Telehealth Playbook: How to Deliver the Best Telehealth Experience

Written by JB Blanchard | 4/27/20 10:42 PM

Take these steps to ensure your patients leave their telehealth appointment satisfied, willing to return, and excited to share their experience with others.

It’s no surprise that the adoption of telehealth services has exploded over the last two months. A survey conducted by Merritt Hawkins in 2018 revealed that 18% of physicians in the United States were using telehealth to conduct appointments.

Since the emergence of COVID-19, that number has jumped to 48% as healthcare providers look for new ways to offer medical care.

Now that many healthcare providers have launched their telehealth programs, it’s time to focus on essential elements that will ensure patient satisfaction during these appointments.

Establish a welcoming environment

Whether or not telehealth is new for you as a healthcare provider, it’s likely a completely new experience for your patients. Take every precaution you can to help make your patients feel comfortable from the moment your appointment begins.

Keep in mind it’s likely your patient’s first telehealth appointment.

Look the part by wearing what you would normally wear during an in-office visit.

If you’re in the office, try to position your camera from the patient’s normal point of view.

This will put patients in a familiar position with specific visual cues they can recall from previous visits.

Limit distractions

Considering that much of the population has been sequestered to their homes during this pandemic, it’s important to recognize the potential distractions that could arise and what can be done to prevent or alleviate them during your appointments.

Maintain eye contact throughout your appointment.

Position your camera so that you have a natural and comfortable angle to look directly at your patient.

Keep your hands visible to remove any concern from your patients that your focus is elsewhere.

Make sure there aren’t any doors in the background as patients may fear that someone could disrupt the meeting or overhear personal health information.

Have a back-up plan ready

Technical issues are almost inevitable anytime we rely on technology, which is why it’s critical that you have an alternative plan in place in the event that you’re unable to connect with a patient.

Test your communication platform and write down the audio and video settings required for optimal performance in case they are changed or your patient is experiencing issues.

Familiarize yourself with troubleshooting guides. Share these with your patients along with technical requirements to achieve optimal performance prior to an appointment.

Do patients need to create an account? Who should be contacted if there's an issue?

Demonstrate empathy and express gratitude

These are unique circumstances for everyone which is why communicating empathy and expressing gratitude to your patients is essential as we adjust to these new norms.

Ask your patients if they can hear you clearly

Remind your patients about the security of their telehealth appointment.

Have a conversation unrelated to medical concerns to make a personal connection with your patients.

Let your patients know how thankful you are for their willingness to participate in a telehealth appointment.

Ask your patients about their experience, including any areas that could be improved.

In many respects, the communication aspect of telehealth appointments is very similar to an in-office visit. By emphasizing these areas, you can help to make the technology aspect of a telehealth appointment unnoticeable.

Additionally, asking your patients to complete surveys following a telehealth visit can be extremely helpful to the future of your telehealth endeavors.

This will show your patients that you truly care about their experience and are willing to hear their thoughts about the process. With those notes in hand, you can make any accommodations for future telehealth appointments to ensure you’re delivering an exceptional patient experience.

If you’re looking for ways to optimize the patient experience during your telehealth appointments, or just getting started with telehealth and seeking support, please get in touch for more information on how XAmplifier can help your practice deliver the best possible care.

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