Does Telehealth Actually Improve Patient Engagement?

In counseling sessions, teamwork and trust between therapist and patient are the best predictors of successful treatment. The same is true in all medical disciplines: the therapeutic alliance [SAARA LINK TO ALEX ON “THERAPEUTIC ALLIANCE”] between providers and patients is a key factor in healing. People sometimes think it’s hard to develop rapport through telemedicine, but studies have shown that’s not the case. Below are some ways that show how telehealth technologies—as they are now—are already great for improving client engagement. 

How telehealth can improve engagement 

Healthcare providers rely on patient engagement to make decisions about treatment and to determine how well treatment is going. Telehealth can help with that engagement. Here are some immediate benefits of using telehealth in your office.

Attendance

Telehealth calls lower the barrier to a client showing up for a visit. They no longer have to drive or even get out of bed to talk to their therapist. Even clients for whom in-person therapy would be totally inaccessible—like people who live in rural areas—can join a teletherapy call. 

Client disclosure

Some therapists believe that clients won’t “open up” or self-disclose over telehealth. In fact, most pre-pandemic literature suggests the opposite is true. Being on a video call may actually be comforting to some clients, making it easier for them to disclose. One example was given to us by Dr. Darius Campinha-Bacote on the Telehealth Heroes Podcast:

“There was a woman who stated, ‘I saw that your name was Darius and knew that was a male. I’d been sexually assaulted by a man. Now that it’s telehealth, I’m able to move the camera, I’m able to not look.’ I don’t know if I can say it more importantly: there’s no way this woman would have had an appointment with me if not for telehealth.” 

Family involvement

Marriage and family therapists love involving other family members in therapy sessions, but it’s often difficult to get their participation because it takes extra time and effort. However, if all they need to do is join a call for 20 minutes or so, or even join the whole session for 50 minutes, that’s still much easier than driving a 30-minute or more round trip on top of the 50 minutes session.

A video call may actually be comforting to some clients

How you can help your patient connect

The basics of any patient interaction are the same whether in your office or virtually: if the professional is anxious, the patient will be. You should appear at ease, natural, and relaxed. To establish the patient’s level of ease, maybe ask questions like:

  • Have you used telehealth before?
  • Have you used teleconferencing tools before?
  • What are your experiences with telehealth?
  • What’s this experience like for you, can I make this more comfortable?

This article puts it like this: “More than ever, you need to use your communication skills to comfort your patients, relate to their feelings, and try to assure them things will be okay. Don’t offer reassurance as an afterthought, and use plenty of eye contact and genuine feeling.”

Some ways to get started

Here are some easy-to-implement suggestions to improve the patient’s experience:

  • Manage the sounds in your office. Make sure that your notifications are silenced before the call. That beep or chime might distract from an important conversation. Suggest to your client to do the same.
  • Adjust your camera. You want your camera to show you from the waist up if possible. Angle your camera so you’re straight on—you don’t want to “look down” at your patient. Simulating eye contact is essential to making the patient comfortable. 
  • Teach your client. Help your client feel comfortable with telehealth by teaching them how to use the platform. Suggest things like changing their camera angle or being aware of their background. If they are on a cell phone, you could suggest they prop the phone against something so they don’t have to hold it during the call. 
  • Tell your patient what you’re doing. For example, you may have to look away from your camera to make notes, especially if your EHR is on another screen. Make this clear to your patient: “As we’re talking, I may want to capture something so we can come back to it. If you see me looking to the side, it’s me taking notes. Does that bother you?”

Dr. Bryan Zitzman, a licensed marriage and family therapist (and lead product manager at Doxy.me Inc.) says that patients typically appreciate this type of attention. “If it’s someone who wants most or all of their appointments to be through telehealth, it’s worth the investment to make the experience better,” he says, “But be succinct with your advice—your focus is the patient, not the technology.”

We are all getting better at this

As many of us are aware, telehealth in its many forms is the future of the healthcare industry. Patients and therapists both are finding it easier to use, and it has become a very common solution. The better you as a provider can use the technology, the better your patient’s experience will be, and the better your patient engagement will be. Polish your skills! Your patients will be grateful.

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