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Telemedicine Call Etiquette

June 10, 2020 by procourtesy

Telemedicine Call Etiquette

With the advent of Covid-19 telemed calls have increased dramatically and I don’t think they will go away after this pandemic subsides. The convenience and efficiency of virtual patient visits has become very appealing to many.

However, as in everything new that comes into our lives there are some guidelines to follow to make the calls come across as professional as possible. So, here are some tips:

Train staff members or anyone participating in video calls on the proper way to manage those calls. Never assume they automatically know how to do it. Training should be provided for phone calls and email communication with patients, as well.
Practice makes perfect. Some practice virtual calls may be necessary to get comfortable with the technology and all of the features.

Privacy is an important issue in healthcare and you want to make sure your communication is HIPAA compliant. If calls are being made from a provider’s home a head set or ear buds may be essential as well as, an area without distractions and ambient noise.
Create a professional looking background. Make sure the space is clean, quiet and free of distractions. Sitting at a desk or table is ideal.
Before a call, take a few minutes to do a quality control check with your equipment…video and voice, etc.
Make sure you have good lighting on your face. Too much back lighting without adequate face lighting can make you look like you’re in shadow.

Situate your computer so the camera is at eye level. If the camera is too low it will focus on your neck or only half your face. Do look into the camera and not at the screen. Looking into the camera gives the impression of good eye contact.
Dress appropriately. You should dress like you would if you were seeing the patient in the office. If you’re working from home don’t get too casual. This isn’t the time to show up in your pajamas.
Be punctual. It’s one thing to wait in a medical waiting room, but not on scheduled telemed calls.
Do your homework on the patient and familiarize yourself with their history and current complaints before getting on the call.
Use good communication skills… be pleasant and professional. Maintain good eye contact. If you have to look away from the screen let the patient know you are looking away to take notes, etc. Don’t try to multi-task while on the call.
Listen carefully and ask relative questions during the visit to keep the patient engaged.
Be prepared to switch to a phone call if either person’s technology fails. The provider should call the patient back so the patient doesn’t have to call and get put into a queue. ( Don’t forget to get the patient’s phone number when you start the call.)
Be clear with your final instructions to the patient. Encourage them to write things down as you are telling them your plan of action. When ending the call let the patient hang up first.
Educate your patients on how to get the most out of their telemed call. Encourage them to have a note pad and pen at their disposal and limit distractions and ambient noise. List and prioritize their complaints. And if needed have another family member on the call, especially with older people or someone who isn’t very tech savvy.

Teach Respect and Give Respect

May 12, 2014 by procourtesy

Give Respect to Earn Respect words on a button to show the cycle of winning reverence, honor and trust of others

Teach Respect and Give Respect
I am always disappointed when I read snarky, rude responses and comments on social media sites. I think it is bad form and unprofessional. There are ways to comment and disagree without vulgar language and insulting tirades. The old maxim, “if you can’t say something nice, don’t say anything at all,” is worth considering before you post a response that is public and has the power to come back and bite you. But there is nothing more distressing for me, as an etiquette and protocol consultant, than to see this bad behavior coming from other people who consider themselves professionals in our industry.

I have noticed over the past months, with the increase in organized groups on LinkedIn for etiquette trainers that there is a distinct lack of civility in responses from some who comment in some of those groups; something I think is quite distressing, especially for people who are suppose to be teaching others how to be more civilized.

Certainly, not all of the responders are to blame, but I do have trouble with other etiquette trainers calling people out in a rude fashion who have posted something they don’t agree with, especially when it is some point of minutia.

Since the rules of etiquette are suppose to be rooted in consideration for others, I find it difficult to tolerate those who would berate someone because they don’t agree with where they put the napkin when they leave the table temporarily. It is the kind of thing that gives etiquette trainers a bad name- suggesting that we focus on the rule and not the reason behind it. I think those of us who were well trained by reputable organizations, can agree to disagree, on a few points based on where we live and the cultures in which we teach. There are differences to be sure.

When I teach dining etiquette to any group I often say,”if you used the right fork, but were rude to the wait staff, you’ve missed my message.” It’s not about the fork!

So, here are some of my tips for people in our industry to make us more civilized and diplomatic:

Disagree diplomatically anytime, but especially on social media.

Be happy for other people’s successes in our industry.
Make friends with your competition. There is enough business out there for all of us.
If people share your info on social media, share theirs in return.
Find out who’s out there doing what you do. Networking is a good thing in any arena.
Give credit where credit is due.

But most of all, practice what we preach. Let’s get over ourselves, stop the pretense and exhibit some civility toward one another. If you can’t and don’t, I question whether you should call yourself a professional and whether you should align yourself with some of the other fine people out there doing some great things in our industry.

As for me commenting and joining those groups, I have stopped joining them and commenting…not because I don’t admire some of the people who have started the groups, but because I don’t want to be associated with some of those who comment in a way that I don’t admire.

Today, starts the beginning of National Etiquette Week so, let’s all get on board and demonstrate what we say we are all about.

Professional Neccessities

April 13, 2010 by procourtesy

PROFESSIONAL NECESSITIES

The term “professional” takes on many meanings depending on the venue in which you work. However, there are certain things that everyone who strives to be at the top of their game should know.

Here is my list of professional essentials:

1. Know how to introduce yourself and others properly.
2. Be able to make appropriate eye contact.
3. Understand the power of a smile and pleasant demeanor.
4. Men and women need a firm confident handshake.
5. Standing for introductions.
6. Business card etiquette.
7. Knowing the art of small talk.
8. Observe Internet courtesy.
9. How to use personal technology courteously.
10.Develop a stationery wardrobe to include correspondence cards for “handwritten” thank you notes.
11. Navigate dining situations for business and pleasure with ease.
12. The ability to work a room and network effectively.
13. Dress for success in all situations.

If you are not confident in all these areas…you may be damaging your chances for getting a job and possibly, keeping it or advancing in it. We are judged much more on our social skills than any of our other talents.

Telemedicine Call Etiquette

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Professional Neccessities

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