7 ways to improve the patient experience with telehealth in your medical practice
Many patients, including those with the greatest healthcare needs, continue to choose telemedicine even when in-person visits are available, one recent study found. That’s because telehealth reduces the wait time to receive care and is more convenient. Patients can receive care when they need it from the comfort of their own homes. Telehealth visits also reduce the likelihood of spreading or contracting infectious disease. There are benefits for medical practices, too: Telehealth improves patient satisfaction and retention, reduces missed appointment rates, promotes care plan compliance, and provides a competitive advantage with healthcare disruptors.
Still, as with anything, there’s always room for improvement—particularly when it comes to enhancing the patient experience. Following are seven ways to improve the telehealth etiquette in your medical practice and boost existing patient satisfaction with telemedicine even higher:
1. Partner with the right telehealth vendor. Much of the patient experience depends on the specific Telehealth solution you select. Is the telehealth technology easy for patients to use? Do they need to download an application? Can they schedule visits through the platform? What frustrations might patients encounter? Do other telehealth solutions address these frustrations more effectively or eliminate them entirely? (Note: It addition to choosing the right telehealth solution, it’s equally as important to select a telehealth-friendly electronic health record platform that integrates easily with video platforms).
If you’ve already selected a solution for your medical practice, when was the last time you sought patient feedback to measure patient satisfaction with telemedicine? For example, consider conducting a survey immediately following a telehealth visit. Some telehealth vendors can host this type of survey right on their platform. The American Medical Association telehealth playbook includes a sample survey on p. 128 to help you get started.
2. Review the patient’s medical record in advance. Taking a few moments to glance at the previous note and the patient’s problem list can make a big difference in terms of building and maintaining connection during a telehealth encounter and improving the overall patient experience.
3. Use active listening and empathy. Telehealth visits aren’t any different than in-person ones in terms of the need to secure patient trust and build rapport. Try to summarize what patients say, reflect on their statements, and ask questions to clarify. Maintain good eye contact and employ shared decision-making focusing on the doctor-patient relationship.
4. Narrate your actions. Proper telehealth etiquette includes verbalizing and clarifying actions and next steps. Remember: Unlike in an office setting when you’re face to face, patients can’t see everything you’re doing during a telehealth visit. It’s helpful to let them know taking notes, ordering a prescription, reviewing a lab result, or scheduling a follow-up healthcare appointment.
5. Provide inclusive access for patients with disabilities. This is important in terms of the patient telehealth experience, but it’s also a legal requirement. The Department of Health and Human Services and the Department of Justice have said that patients can file complaints if they feel they are a victim of telehealth discrimination.
For example, you may need to provide an audio recording of printed healthcare information, real-time captioning, or a qualified sign language interpreter for patients who are blind and/or deaf. For patients with speech disabilities, you may need a qualified speech-to-speech translator and be prepared to repeat words and phrases patients may not understand. Check out p. 10 of the CMS guide, Telehealth for providers: What you need to know for more information.
6. Address challenges for non-English-speaking patients. Patients with limited English proficiency may also require telehealth accommodations. For example, you may need to integrate interpreters into the virtual platform. Another idea is to expand the availability of bilingual providers who can deliver both cultural- and language-appropriate healthcare services via telehealth as well as develop tip sheets and short videos in multiple languages on how to launch a virtual visit using different devices.
7. Promote health equity for other special populations. This includes lesbian, gay, bisexual, and transgender (LGBTQ) patients as well as older adults. For example, with LGBTQ+ patients, simply asking for a preferred pronoun and preferred name can greatly enhance the patient experience both in person and virtually. Likewise, it may be helpful to allow a little extra time for older patients using telehealth for the first time so they don’t feel rushed and anxious. Or ask the patient if they would like a family member or caregiver to participate and help during the appointment.
Conclusion
When thinking about the patient experience, it’s important focus on workflows and strategies that promote a positive telehealth experience. Choosing the right telehealth solution—and then integrating it into the right EHR platform—is also paramount. Learn how edgeMED can help and be sure to check the Healthy Snacks blog for more expert insights, best practices and industry trends.
