A complete guide to telehealth communication etiquette

By Jamie Frew on Feb 29, 2024.

Fact Checked by Ericka Pingol.

Get Carepatron Free
Share

Overview on telehealth technology

The industry of telehealth has skyrocketed in recent years, prompted by both the continuous development of technologies and the COVID-19 pandemic. Telehealth technology aims to provide healthcare services to patients remotely using secure platforms that allow practitioners to offer their services as effectively as they can in person. Reports suggest that in the final week of March 2020, there was a 154% increase in telehealth visits in the US (CDC, 2020). 

The rise in telehealth technology has coincided with the need to develop telehealth communication that ensures optimal quality of care and satisfaction for both patients and practitioners. Given that telehealth communication plays a critical role in improving general healthcare and ensuring the success of your telehealth business, we have compiled various strategies and techniques you can use to optimize your telehealth communication. 

Click here to view on YouTube

How is telehealth used in healthcare?

Telehealth allows healthcare businesses to perform their services using virtual platforms. The various telehealth services are extensive, including general practitioners, psychologists, psychiatrists, counselors, occupational therapists, and nurses. Moving a healthcare business workspace onto a remote platform can seem like a daunting step. Still, this transition allows for greater flexibility, accessibility, and reduced costs for both practitioners and patients. Telehealth platforms work with healthcare businesses to provide secure methods of performing services, often with additional features of assisted documentation, integrated billing, appointment scheduling, and HIPAA-compliant data storage.  

Why is communication important in telehealth?

The shift to a new form of providing healthcare services necessitates developing an effective form of telehealth communication. Patients need to feel that their practitioner's needs and requirements are being met remotely, just as they would be if the service were in-person. We have summarized some of the key reasons why telehealth practitioners should prioritize effective communication:

  1. Patients may feel they are receiving a reduced service by accessing telehealth platforms. Effective communication can eliminate these fears and improve patient satisfaction. 
  2. Telehealth technology reduces the presence of body language and other non-verbal communication, resulting in a heavier reliance on verbal language.
  3. Comprehension may be less obvious, increasing the need for explicit communication. 
  4. Effective communication between practitioners and patients helps increase the patient's feelings of safety, security, and satisfaction, which should always be a goal of any healthcare service. 

How does telehealth improve communication?

Although the industry has grown exponentially, telehealth technology is not new. For decades, practitioners have been using the telephone and radio to talk to, treat, and diagnose their patients successfully. Research has indicated that telehealth services can improve communication between practitioners and patients, mainly if specific strategies are adopted.

Telehealth communication skills

  1. Look Professional: Perception plays a significant role in how patients view the services they are receiving. Practitioners need to look well-dressed and professional, so their patients know they are in the right hands. 
  2. Rapport: Developing patient-doctor relationships while using telehealth services can seem more complicated than traditional appointments. However, rapport is highly achievable with an empathy-driven mindset, open discussions, and encouraging patients to return for check-ups. 
  3. High-Quality Platforms: Developing telehealth technology aims to mimic in-person appointments as much as possible. The best way to do this is by selecting a telehealth platform with high-quality video conferencing software and other features that improve the patient experience. 
  4. Organization: Just like an in-person appointment, practitioners must come prepared for their sessions. Organization and preparedness can be assisted by using online clinical documentation methods. Don't underestimate how much being prepared can reflect professionalism and care! 
Telehealth app

Top tips to deliver the best telehealth experience

To help you hit the ground running, we’ve collated some of the top tips that you should consider whilst conducting telehealth sessions. 

Use quality video equipment

There’s no use offering telehealth video consultations if your patients can’t see you! On top of that, there’s nothing worse than dealing with a blurry, laggy, pixelated version of you that has muffled sound. Not only is it frustrating, but it’s also highly unprofessional. When clients come to you with their health concerns, they need to be assured they will be heard, and that they can make progress with their healthcare. Poor quality equipment cannot handle the requirements that encompass virtual health delivery.

As a result, you must ensure you have a high-quality camera and microphone. This enables all words to be picked up on, and the client will be able to see you clearly. Ideally, you will also have a professional background with natural lighting and light colors, which all contribute to positive impressions. Best of all - neither piece of equipment needs to be expensive! Most laptops and devices have cameras and microphones built-in, so you won’t need to worry about it. 

Be on time for your appointment

This is no different from in-person appointments, in that you need to be punctual. Being on time is professional and courteous to your client, as you never know what busy schedules have been worked around in order to meet with you. Because you’re also dealing with technology, it’s important to be on time in case there are any technical difficulties, which can happen often! Being early means you can check that your internet connection is strong and that your camera and microphone are working. 

Many platforms actually offer a virtual waiting room which is handy, so you know exactly when your patient joins. This can prevent you from arriving too early or too late, and of course, in the case that you’re unable to make the appointment - let the client know in advance. Even if you’re 5 or 10 minutes late, always notify your client, as well as when you’re ready to meet with them. Again, several virtual telehealth platforms incorporate this feature for free!

Keep the patient information prepared in advance

It’s always good to be prepared, and when it comes to telehealth, this is especially important. If you forget something during the session, it can be a bit awkward to leave the camera and the patient alone in an empty room. If you store files on your laptop, it can also be a bit clunky to switch tabs and access them whilst trying to balance a conversation with your client. 

As a result, consider setting aside time to gather all relevant documents, notes, and other pieces that you’ll need during your appointment. It can help to print them out and have them next to you. If you prefer online documents, having them ready in a tab is good - especially if they’re files that need to be shared with the client. That way, you could easily share screens if needed. Regardless, you must make sure that you maintain professionalism, and save time by having all requirements ready to go for your appointment. 

Consider the fact that there will be lags

Unfortunately, the major downside to virtual visits is that you’re working through an internet connection. As I’m sure you know, wifi isn’t always reliable and can be finicky at times. Even if you have the highest speed internet available, you need to acknowledge that your patient may not. This can make discussions considerably more difficult, and at times, it can also be highly frustrating. Laggy delays aren’t enjoyable, and can also be tricky to overcome if you and the patient do not have much technical experience.

However, if you find yourself in a laggy session with constant delays, don’t fret! There are ways that you can combat this, including the following:

  • Speak more slowly - It helps to talk slower, as hopefully more of your sentences will be picked up. This doesn’t mean that you need to talk as if stuck in slow motion - just slow the pace of your normal speaking voice a tad. 
  • Take longer pauses - When finishing your sentences, waiting for a client to finish up, or after you’ve made a point, make sure to take longer pauses of around 5 - 10 seconds (depending on how bad the lag is!). This increases the likelihood of phrases being picked up significantly. 

Provide clear instructions post appointment

Sometimes information can get lost in telehealth sessions, so it’s important to reiterate all important points, and leave clear instructions for what the patient needs to do post-appointment. This means that if your patient needs to complete at-home exercises, or pick up prescriptions, then they are aware of the steps they need to take and how to go about completing their tasks. 

Telehealth follow-ups can also look slightly different than in-person ones, so make sure you spend time clarifying any queries the client may have. For example, if you’re needing a session the following week, explain to the patient whether they can expect a message or email containing a link for the session. Even if it’s obvious to you, make sure that your patient knows exactly how to connect back up with you for the next appointment. Hopefully, this shouldn’t be too extensive of a process, depending on the software platform you use. 

Etiquette while preparing for a telehealth visit

Telehealth sessions do require a certain etiquette to ensure that you maintain the same level of quality with your patients as you would for in-person appointments. Implementing the following can help set you on the right track, and make sure that you leave a good impression on your clients. 

How to present yourself

It’s important that you maintain professionalism, whilst creating a comfortable space for clients to speak honestly and truthfully about their health. Presentation is key when it comes to leaving a positive impression, so it’s important you consider the following factors to boost your client connections:

  • Dress professionally - It’s tempting to wear casual clothes when conducting appointments at home, as you might feel a bit silly wearing work slacks while sitting in your lounge! However, it’s important that you dress as you normally would for in-person sessions, as at the end of the day, you’re still conducting healthcare appointments. Your clients must be assured that taking the telehealth route does not result in a drop in clinical quality. 
  • Display your name - Although it may seem obvious, displaying your name is one of the most understated aspects of telehealth. The client needs to know that they are meeting with the right person, and connecting with the right healthcare professional, at the right time. This can be with a name badge, or with your username, depending on the platform used. 

What should a telehealth environment look like

Your physical environment is one of the most key considerations when it comes to creating a warm and welcoming space. It can boost your professionalism as well as encourage clients to discuss sensitive matters by establishing a safe and comfortable space. Additionally, your physical surroundings can also increase client satisfaction by creating positive experiences that are sure to elevate the status of your clinic. 

Each telehealth session can look very different depending on the practitioner, however, here are some essential tips that you should keep in mind when conducting your sessions.

  • Eliminate clutter - It's important that you eliminate mess to prevent an overwhelming space that can fluster your clients. Cleanliness is highly professional and ensures there are minimal distractions during your session.
  • Optimize lighting - Using natural lighting is one of the best ways to facilitate a welcoming space that feels light and airy. With the right lighting, you can boost your professionalism, as well as create an appealing background for your clients.
  • Use a firm surface - You’ll probably need to take notes during your session, so it’s important that your camera is propped up on a stable surface. Regardless of whether you use typed or handwritten notes, you need to avoid jiggling your image, as it can be very distracting. 

Technological support required for your telehealth sessions

Of course, when dealing with telehealth, you’ll need to make sure you have all the right equipment in place to be able to conduct virtual sessions. Luckily, nothing extensive is required, and most laptops and PCs have these features built-in! 

  • Microphone - Make sure that your microphone is able to pick up on everything you say, and doesn’t convey muffled sound. You may need to test this out (in addition to the other features) before starting a telehealth call with your clients.
  • Camera - If you offer video consultations (which is a great way to personalize sessions) then you’ll need a high-resolution video camera. The higher the megapixels and the frame rate, the better! 
  • Strong wi-fi - Naturally, you will also need a strong internet connection. Fiber options are great, as they’re fast broadband, and can handle all Zoom calls very efficiently. 
  • Alternate power sources - In the rare case of a power cut, make sure that you have an alternate power source connected so you can continue with your session. Unforeseen issues do happen, and it’s better that you’re prepared for it. 

Etiquette while engaging with  telehealth patients

Now that you’ve put in the hard yards with your preparation, and you’re ready to start sessions with your patients, there are some key things that you should keep in mind. The preparation doesn’t stop with setup - there’s also the engagement and connection process that you need to learn. Conversing with clients in telehealth sessions can look quite different from engaging with patients in person, so you should consider the following.

How to greet the patient

First impressions are everything, and if you start off on a good note, you’ll find that everything else will flow easily. 

  • New patients - If you’re dealing with a new patient whom you’ve never met, it’s critical that you introduce yourself, your role, and your organization or department if relevant. It establishes your authority and expertise, and also informs the patient in general. 
  • Chat informally - It’s important to build rapport, so feel free to spend time with the patient chatting about how their day was, as it’s an easy way to forge genuine connections. 
  • Double-check - Before you begin formally, it’s best to double-check a few questions with the patient to avoid disruptions and distractions. For example, spend time making sure the patient has their microphone and camera stabilized and is in a private space. Health sessions are confidential and so emphasize that they should be alone, and able to discuss personal matters. 

Explaining the telehealth session process

Keep in mind that many patients may have never experienced telehealth sessions before. This could be their first time using camera and microphone equipment, especially if they’re from an older generation who may not be technically adept in comparison to younger clients. While COVID-19 has popularized telehealth processes, there are many patients who are still only familiar with in-person appointments. As a result, you may need to set aside some time to explain the differences, and bare these in mind:

  • Explain telehealth - Depending on your client, they may benefit from an explanation of what telehealth is, and how to use the microphone and camera. Providing a debrief can enable clients to feel more at ease with a process that may be unfamiliar to them.
  • Narrate - If you need to take a break for a moment to take notes, make sure to let your patients know. It can feel strange at first, having to narrate everything you do, but it’s not as obvious as in-person meetings. The patient can’t see everything you’re doing off camera, so letting them know is a simple action that goes a long way. 
  • Clarify - Don’t be afraid to ask your client to repeat information, as some words can get lost during online conversations due to delay or otherwise. 
  • Discuss HIPAA - For ease of mind, discuss compliance and security measures that you undertake to ensure the privacy of your client is prioritized. 

Communication etiquette to consider

As touched on, it can be more difficult to effectively communicate with patients in online appointments, as they aren’t able to pick up on body language and physical cues as well as in in-person sessions. To ensure there are no mixed signals, take the time to understand how you can improve both verbal and non-verbal communication in telehealth. 

Verbal communication etiquette in Telehealth

Because of microphone quality and internet troubles that may cause delay, effective verbal communication does take more effort than you would think. Especially considering that verbal communication is the main source of information for the client when using telehealth services. As a result, think about:

  • Clear enunciation - Don’t mumble your words, as the microphone won’t pick up on them. Speak clearly, and with purpose.
  • Reduce medical jargon - Try to keep medical jargon to a minimum, as it can be difficult for patients to understand, and it also takes up time in having to clarify meaning. Keep things simple for effective communication!
  • Repetition - As you would for in-person sessions, make sure to reiterate critical points that you want your patient to take away. 
  • Longer pauses - Because of potential internet delays, make sure to pause 5 - 10 seconds longer after you’ve made a point. You can also reflect on the information you’ve heard, and think of any questions you’d like to ask.

Non-verbal communication in telehealth

Your body language speaks a thousand words. It’s important that you think about the way you physically present yourself in order to enforce stronger connections with your client. 

  • Use non-verbal cues - To convey that you’re actively listening to your patient, make sure to incorporate head nodding and forward leans when appropriate. It shows you’re engaged, and that you are providing your client with your undivided attention.
  • Maintain eye contact - When listening and speaking to the patient, it can be tempting to look at the screen. However, it’s important that you look at the camera as much as possible, as it creates stronger connections with the client. Of course, you do need to look at the patient to gauge their body language too! But remember, your eye contact is preserved through the camera lens when it comes to telehealth.
  • Limit negative body language - Try to keep an open stance, and avoid having your arms crossed or presenting fidgeting movements. This can translate as intimidating or avoidant to the client and doesn’t leave a positive or engaging impression. 

For more details, consider these additional tips to improve telehealth etiquette

Telehealth software app

Barriers to effective communication via telehealth

Although communication can be improved between patients and practitioners by using telehealth services, inevitable barriers arise when consulting patients remotely. Telehealth leads to a reduction in body language and other non-verbal cues, difficulty assessing the patient's concerns without specific physical examinations, and issues related to lagging software, interruptions, and managing misunderstandings. 

Practicing telehealth communication skills can help overcome the majority of these issues. The Teach-Back method has been an effective tool utilized by telehealth practitioners to communicate with their patients. It involves asking the patient to explain what they need to know or do about their health in their own words. This allows the practitioner to explicitly confirm that the patient has understood and processed the information given to them. 

What are the benefits of using telemedicine in healthcare?

Telemedicine is quickly rising to be one of the largest healthcare industries. It increases flexibility, accessibility, and efficiency for both patients and practitioners, reducing costs and learning how to utilize telehealth in a way that best advantages your business and involves adjusting to new forms of communication. Different telehealth platforms, like Carepatron, have features that will improve the telehealth experience of practitioners, including high-quality video conferencing, clinical documentation, integrated billing, and online appointment scheduling. Telehealth platforms are intelligent tools for healthcare teams to eliminate barriers to providing the best possible healthcare services.  

Related Articles

Right ArrowRight Arrow

Differential Diagnosis: definition and examples

Learn more about Differential Diagnosis across different symptom presentations and how to apply it in defining accurate diagnoses.

Gale Alagos
Gale Alagos

List of Thinking Errors

Explore our comprehensive guide on common thinking errors and learn practical strategies to counteract these cognitive distortions for a healthier mindset.

Audrey Liz Perez
Audrey Liz Perez

How to Start a Therapy Session

Discover essential steps to initiate a therapy session effectively, ensuring a supportive and productive environment for personal growth and healing.

Audrey Liz Perez
Audrey Liz Perez

30 Health Coach Questions to Ask During a Session

Drive behavior change and set health and wellness goals. Elevate your practice with 30 Health Coach Questions to Ask During a Session!

Karina Jimenea
Karina Jimenea

How to Practice Mindful Meditation

Discover the art of mindful meditation to enhance your well-being. Our guide offers simple steps to practice mindfulness, improve focus, and reduce stress.

Audrey Liz Perez
Audrey Liz Perez

30 Anger Journal Prompts

Discover 30 insightful Anger Journal Prompts to navigate and understand your emotions constructively. Start your journey towards self-development today!

Karina Jimenea
Karina Jimenea

How to Get Coaching Clients

Discover effective strategies to attract coaching clients. Learn how to grow your coaching business successfully, from networking to online marketing.

Karina Jimenea
Karina Jimenea

Dental Marketing

Discover dental marketing strategies for 2024, including online presence, content marketing, patient reviews, and advertising to attract and retain patients.

Bernard Ramirez
Bernard Ramirez

Weight Loss Program for Lasting Results

Struggling with weight loss? Compare top programs, tailor to lifestyle, set goals, integrate activity & more for lasting results.

Joshua Napilay
Joshua Napilay

Dietitian Skills

Dietitians are food experts in healthcare! Learn about their skills and how they help unlock the power of food for your health.

Karina Jimenea
Karina Jimenea

10 Health Coaching Skills

Discover essential health coach skills for guiding client transformations in health and wellness. Learn to offer practical support for lasting change.

Karina Jimenea
Karina Jimenea

Characteristics of a Good Therapist

Discover the characteristics of a good therapist. This insightful guide explores the counseling process and how they address mental problems.

Karina Jimenea
Karina Jimenea

Non-compliance in Healthcare

Explore non-compliance in healthcare, from patient behaviors to provider challenges. Learn how it impacts outcomes and strategies for improvement.

Joshua Napilay
Joshua Napilay

Discover the Most Effective Weight Loss Program for Lasting Results

Struggling with weight loss? Compare top programs, tailor to lifestyle, set goals, integrate activity & more for lasting results.

Joshua Napilay
Joshua Napilay

Similarities Between EMR and EHR

Learn about the similarities between EMR and EHR systems. Find out which option is the best for your healthcare organization.

Ericka Pingol
Ericka Pingol

10 Ethical Issues in Counseling

Explore the crucial role of ethics in counseling, ensuring trust, safety, and respect in the therapeutic relationship for client well-being.

Telita Montales
Telita Montales

How to Start a Counseling Session With a Client

Learn essential steps for initiating a counseling session effectively with clients. Our blog guides you through the process. Start your first sessions with confidence!

Joshua Napilay
Joshua Napilay

How to Start a Dietitian Private Practice

Learn the essential steps to kickstart your business structure, your dietitian practice, and your private practice successfully. Start your journey today!

Joshua Napilay
Joshua Napilay

Join 10,000+ teams using Carepatron to be more productive

One app for all your healthcare work