Telemedicine Call Etiquette

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.

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