Thanks for these useful tips
I couldn't agree more with you. As someone who has dealt with customer service all my life, I know that tone of voice is very key when speaking with a patient over the phone. Even without video. This is all a new frontier and we need to remember and apply the lesson we were taught when speaking in person to speaking via video. These were very useful tips. Thank you.
Thank you for this. I've been struck how exhausted I am after a day of virtual visits vs in person visits, and this video helps me to understand a bit better - we have fewer tools to rely on to create connection during these visits, and so they take on greater importance and focus.....
Thanks Dr. Beeson. I found it very valuable to have great video session with my patients.
Our Video Visits are only 10 minutes long, so I do tend to "jump in" quicker than usual (less small talk). but honestly, I'm going over my 10 minutes because it feels impossible to get the information I need in such a short window of time. Good to know about letting the patient know what I'm doing when I'm looking off screen. I didn't even think it would be something that would be upsetting to a patient
These are all good points; however, they are no different of what should occur during in-person visits. The lack of other shared experience in-person allows the patient to narrow their focus on the provider, thus the greater need to focus on some bad habits. This experience should help with in-person visits as well. It's a muscle we exercise - the more we do so the stronger it gets.
As always, I appreciate any useful tips and trade secrets that may improve the patient satisfaction during Virtual/Video Visits. As a member of the 'pilot program' for this invaluable tele-health tool, I am pleased with receiving the professional pearls and appreciate it tremendously.
Thanks for the helpful tips. I really enjoy the video visit because it allows me to feel more connected with my patients as well. So the benefit is for patients as well as physicians.
Love this tip! It's so common sense, yet not particularly intuitive. We have to consciously to do things for them to be perceived as effortless.
Great tips- I also "wave hello" and "good bye" since we cant shake hands. (pediatrics). I also thank them for trying the new e-visit with me as we are learning together.
Great idea!! I love this. Virtual fist bump
Totally agree posture sends more information then our words; I do tell Pt "just like in the office I am looking up your labs a on a second screen" or " let look for the x-ray report on my second screen". I also for-warn I am hanging up by waving good bye; as well as thanking them for agreeing to met with his new technology of the 21st century!
I have 2 screens and I always tell the patient in advance if I look away its because I'm looking at a 2nd screen
Really appreciate these tips. To better connect with and to help my younger peds patients feel more comfortable with the video visits, I have added a few stuffed animal friends to my team - Leo the Lion and Brea the Bunny - the kids really perk up when they see my friends on screen.
Small talk is key. I learn more about patients in this setting. Reassuring patients is a key ingredient to the visit
Great information. When you spoke about body language/posture and showed the picture of the physician leaning back, hands behind head, it reminded me of something I read years ago about that pose. When CEOs or other business leaders use that pose (especially men) it is seen as a sign of overconfidence and power posturing. "It displays a condescending and disdainful attitude towards others," according to one author.
Could not agree more with the tips.
Small talk can include a hopeful message of seeing them again, after things get better.
From a non-clinical, business office perspective we are all working remotely. I have requested all my leadership have camera's on from nearly the beginning. More recently, I carried that request to our entire CBO. I did this to be sure we were utilizing all our skills and senses to connect, communicate and understand how our staff are doing, how they are learning and to ensure we were not missing opportunities with our team. Ultimately, this has a positive impact on our revenue and our staff morale. I will apply your 4 take away to our business and encourage (tone, body position, eye contact (with cameras directly in front with a good centered position) and encourage the leaders to engage in small talk and be personable.
VERY TRUE TIPS - SHOWING INTEREST AND CONCERN - EYE CONTACT