Enhancing Communication Skills for Telehealth (Nursing)

00:01 Patient Centered Communication is at the heart of quality health care interactions.

00:06 In telehealth patients may have unique concerns related to the virtual medium, or the nature of their medical condition.

00:14 The nature and content of some of your telehealth care may differ from in person care.

00:21 One way that you can serve your patients is through technical support.

00:26 I know, you're not an IT expert.

00:29 But you can offer guidance on some aspects of using this newer medium of care.

00:36 Here are a few ways that you can offer support to your team.

00:41 You might guide your patient on using telehealth platforms, and be prepared to address technical issues patients might encounter.

00:50 This might be something that your healthcare system provides guidance on prior to the visit.

00:56 If not, a quick five minute overview of the platform, let's say on your video platform, or on your patient documentation or communication system can enhance the competence of your patient experience.

01:10 You should also be prepared to offer simple guidance on the use of the video platform.

01:16 This might be through simple assistance and guidance of lighting, mute and unmute, and camera angles.

01:24 Help your patient be set up for success and communicating more effectively through proper video and audio setup.

01:33 Lastly, there are basic ways that we can be prepared to help enhance the patient experience virtually, but it is not expected for you to be a tech wizard.

01:44 If you do not have the technical knowledge to offer support, have a support contact on hand to provide quick assistance.

01:54 Helping patients become more familiar with the technology can increase comfort and competence and care.

02:01 This is an aspect of bedside manner that is more specific to telehealth and plays a big factor in its success.

02:10 So, here's what I want you to do.

02:12 Be prepared to give some guidance and guide the technical challenges in your bedside practice.

02:22 Also, in the telehealth environment, there may be some ambiguity about the new and virtual environment.

02:31 Addressing and clarifying the nature of the telehealth ecosystem can help advocate for this medium of care and enhance patient confidence.

02:42 Here are a few aspects of telehealth that you can advocate for in your practice.

02:48 First, security and privacy may be a concern from your patients in your telehealth practice.

02:56 Reassure patients about the privacy and security measures in place to protect their personal information during telehealth consultations.

03:06 Take a moment to clarify the measures taken to protect the patient's privacy and security measures within the practice.

03:15 Also, intentionally actively involve patients in decision making, and check for understanding and their role in their healthcare journey.

03:26 Make sure that they understand clearly what next steps are in their patient care during the meeting.

03:34 Lastly, follow up practices might be confusing for first time telehealth patients.

03:39 Communicate how patients can reach out to you or your team for additional support.

03:46 Clarify follow up care and action steps.

03:51 Check for understanding so that the person knows what actions you will take, if any.

03:57 And what actions they are expected to take, if any.

04:02 And where they can go for questions.

04:05 So, here's what I want you to do.

04:08 Be prepared to communicate context and content within your telehealth practice to enhance the patient experience.